Frequently Asked Questions
Frequently Asked Questions
- Contact us
- Care Instructions
- Funerals and Sympathy
- Guarantee of Quality
How can I contact you?
If you have got a query relating to an order, contact us on +27(0)11-440-7971 (from outside of South Africa +27(0)11-440-7971).
Our opening hours are:
Monday - Friday 08.30 – 16.30
How are the flowers packaged?
All Flowers and Gifts will arrive beautifully presented in your selected option (wrapping, vase or container). Your personal message will be displayed on an attractive greeting.
Can I include a personal message with my order?
Yes, you can add your own personal message with every gift you send by writing a message in the 'WRITE A CARD' block on checkout.
Your message will be provided on a stylish message card and will be presented with your order.
How do I amend an order?
If you would like to change the details of an order you've recently placed, please email email@example.com. Please note that once the order has been dispatched to the recipient, it can no longer be changed.
I am having difficulty placing my order, what should I do?
If you experience problems placing your order online, contact our team of expert advisors where we’ll happily take your order over the phone. Contact us on +27(0)11-440-7971.
We are always looking for ways to improve customer experience online and therefore any feedback on why you have experienced difficulty would be greatly appreciated. It may be helpful to capture screenshots* or any messaging of your experience so that our Customer Contact Centre can help and pass the details onto the web team. Please send any feedback on difficulties with our web site to firstname.lastname@example.org
* How to capture a screenshot of a web page:
- Hold down the ‘Ctrl’ and ‘Print Scrn’ keys simultaneously.
- Let go of the keys and then open a word document.
- Right click on your mouse OR go to Edit (usually located at top left of the word document menu bar)
- And select paste
- Save the document and then send to email@example.com
Can I order by phone?
We do not accept orders by phone – unfortunately orders need to be made online. If you experience problems placing your order online, contact our team of expert advisors where we’ll happily take your order over the phone. Contact us on +27(0)11-440-7971.
Can I send my order anonymously?
Yes - The recipient of your gift will receive the information written in the card message. Therefore, if the card message does not include your name, the recipient will have no way of knowing who sent the flowers. If your recipient requests information about who sent the order, this will not be divulged without your permission.
What method of payment do you accept?
We are pleased to accept any of the following methods of payment for purchases made online at www.fastflowers.co.za
Master, Visa, EFT, Bitcoin, Masterpress, or Cash Deposit. More information on the last option as follows:
Order by Direct deposit into our bank account
If you wish to make a purchase and pay by doing a direct deposit into our bank account please don’t order online rather email firstname.lastname@example.org the item you would like to purchase. The order will then be confirmed but not finalised until payment is received and reflects in our account. There is a standard clearance time of 7 working days - please allow for this when expecting your order’s delivery. Our banking details will be sent to you via email (to the email address we received the order from) and your order number should be used as a reference when making the payment.
Are there any care instructions for flowers?
Yes we have a page on the website which includes hints and tips on how best to care for your flowers and make sure you get the most out of your gift.
Can I choose a delivery date in the future?
Yes - please send an email to email@example.com if you have a date you would like the order delivered in the future. Please note that certain delivery dates may incur additional charges.
Can I collect my flowers from a specific florist?
Yes - To place an order that you can personally collect from a specific florist please email firstname.lastname@example.org informing us.
Can I send flowers to PO Box addresses?
No, we can only send deliveries to physical addresses. A recipient must be available to receive and sign for the delivery.
Can I specify a time for delivery?
- No except for funeral orders, delivery can occur any time during 9am to 6pm.
- Deliveries made by our couriers can occur any time during their opening hours of 7am to 7pm. The exact delivery time during these hours cannot be guaranteed.
Before what time must I order for same day delivery?
For same day flowers, make sure you place your order by 11am Monday to Friday. This flower delivery service is available to most major areas in South Africa.
What happens if the recipient is not at home when the delivery is made?
Deliveries by FastFlowers:
If no one is at home when we attempt delivery, FastFlowers will leave a calling card for the recipient to advise them of the action taken, the whereabouts of the gift or the shops contact name and telephone number. When contacted by the recipient, FastFlowers will arrange re-delivery at a mutually agreed time.
Deliveries by Couriers:
The courier will contact the recipient advising them of the attempted delivery and a proposed new delivery date. If this date is not convenient then the recipient can contact the courier depot and re-schedule an alternative delivery date or arrange collection.
Can FastFlowers deliver to hospitals?
Yes it is possible to make deliveries to hospitals. However we recommend that you check with the hospital before placing your order as some hospitals no longer allow flower deliveries. When placing your order please ensure you include the recipient's surname, full address of the hospital and ward name or number, as well as a contact number on the delivery information section.
Orders will be delivered to the hospital reception; the signature of the person receiving the order will be accepted as proof of delivery.
* Please note: Any gifts which are delivered by courier cannot be delivered to hospitals.
Can I send flowers to a hotel?
We'll happily accept orders requiring delivery to a hotel, however, when placing your order please ensure you have included the full address of the hotel, telephone number, the recipients room number (if known).
Please note that orders will be delivered to the hotel reception, the signature of the person receiving the order will be accepted as proof of delivery.
* Some hotels may not accept courier delivered items. We therefore advise that you check with the hotel before placing order for courier delivered gifts.
Can you deliver to a hotel abroad?
Unfortuntely not at the moment
Can I send flowers Internationally?
Unfortunately not at the moment.
Can I send flowers to a work/business address?
Yes - For deliveries to work or business addresses, please ensure you include the company name and full address of the recipient including business name, building name (including office number and floor if applicable). We are unable to accept orders where full address information has not been supplied.
Please note that orders may be delivered to the reception at the address supplied, the signature of the person receiving the order will be accepted as proof of delivery and fulfilment of the order.
Funerals and Sympathy
How do I place a funeral order?
We understand that placing your order at such a difficult time is not easy. Here is a little guidance which may help with placing your order:
- We recommend that you place your order at least one working day prior to the required delivery date.
- For timed delivery please email email@example.com
- Include the deceased name in the message box of the delivery information section. A contact number and name for the person accepting the delivery - for example the Funeral Director would be helpful.
- We recommend that your tribute gets delivered either to the funeral director ready for the funeral or the home of the deceased.
Is it safe to shop online with FastFlowers?
Yes FastFlowers is a safe and secure site - We are committed to protecting your privacy and will only use the information that we collect about you lawfully (in accordance with the data protection act). Is my information protected?
Guarantee of qualityFast Flowers reputation is wholly dependent on the high standards.
What is the substitution policy?
Many flowers are seasonably available and this may vary depending on region and country.
Therefore, sometimes, we may need to substitute one flower variety or plant, or indeed packaging and sundry items, for another. When doing so, FastFlowers will adhere to strict substitution guidelines detailed below.
- Any substitution will be of superb quality to ensure customer satisfaction.
- The colour and shape of the chosen product must take priority and no change in size or shape is permissible.
- The value of the replacement flower or plant will be equal to, or greater than, the original variety.
- When substitution is made, the utmost care is taken to provide flowers or plants which maintain the overall effect of the gift. Exchange rates, regional availability and the seasonality of the blooms may affect international deliveries.