Frequently Asked Questions
Ordering with Durban Florist
Creating an Account
Privacy and Security
Ordering with Durban Florist
How do I order flowers from the catalogue on the Durban Florist website?
We have tried to make the ordering process as simple and convenient as possible. To order an item from our catalogue, browse to the product you want to order and click on the image. This will open a page with a detailed description of the product. In the case of flowers, select the size of the arrangement and any extras you would like to add to your order. Click on “Add to Cart” and you should see your cart status in the toolbar on the top right of the page increase to (1). You can easily see the latest 3 items added to your cart by hovering your cursor over the cart icon (top right of the page). Clicking on the cart icon will take you to your “Shopping Cart”. Should you wish to add another product, click “Continue Shopping”, otherwise click “Proceed to Checkout” to begin the checkout process.
On the next screen you have the option to either checkout as a guest or register in order to enjoy a faster, more streamlined checkout next time, by selecting the appropriate option and clicking “Continue”. If you are already registered, enter your login details (email and password) and click “Login”.
Billing Information: Enter your name and contact details. Click “Continue” to move to the next step or “Back” to go to the previous step.
Recipient Information: Enter the recipient’s name, contact details, address, message on the card (optional) and delivery date. Click “Continue” to move to the next step or “Back” to go to the previous step.
Payment Method: Choose your preferred payment method (Credit Card, EFT etc.). Click “Continue” to move to the next step or “Back” to go to the previous step.
Order Review: Here you’ll see a summary of your order. If you are happy with your order, check the checkbox “I accept the Terms & Conditions” and click “Place Order”.
You will receive an email to confirm that your order has been received. Check your junk email folder if you cannot find the confirmation email.
If you have chosen to pay via Credit Card, you will be redirected to our secure Payment Gateway where you can submit your credit card details. Once your payment has been successfully processed, you will be taken to a success page displaying a summary of your order which you can print for your records.
If you chose to pay via EFT, please make payment into our account as soon as possible and send us confirmation of payment.
Can I order by telephone or email?
Yes you can. Please call us on 0861 977 468 or +27 31 201 6153 (International). If you are calling from outside South Africa, please dial +27 31 201 6153.
Alternatively you can send us your order via email at email@example.com. We do not recommend that you include credit card details in your email, as emails are not encrypted and can be intercepted by a third party.
Can I send flowers to someone in South Africa from outside South Africa?
Yes, as long as you have a credit or debit card. We accept VISA , MasterCard, Diners Club and Discover cards. We don’t accept EFT or Direct Deposits from overseas.
Can I order Flowers and gifts / hampers together?
Yes you can, however the flowers and gifts / hampers will be delivered separately, and possibly even on different days, as our gifts and hampers are shipped by courier, whereas our floral products are locally made and delivered.
I am interested in one of your products, but would like to change it slightly. Is this possible?
Yes, for fresh flowers, it is possible. During the check-out process, please make a note of your request in the “Special Instructions” field and we will do our best to meet your requirements. However, please note that we cannot guarantee that these changes can be made as they will depend on florist stock availability and cost. Our hampers and gifts are specially designed and therefore we will not be able to make any changes to these. The exception to this is our Custom Hamper, Gourmet Hamper and Fruit Basket, which are made by our local florists.
Can I include a personal message with my order?
Yes, you can. During the checkout process there will be an opportunity for you to include your personal message for the card.
Can I place a custom order for flowers or create my own hamper?
Yes you can. You can create your own flower arrangement using our unique custom flower application and your own hamper with our custom hamper application, or phone us or email us with your request and we will do our best to accommodate you.
I think my order was submitted more than once, what should I do?
Don’t worry, we can fix this. Please contact us and we will help you resolve the problem. Rest assured, we won’t charge you twice for the same order, and if you’ve already paid for a duplicate order, we’ll refund you the second order.
I did not receive my order confirmation email, what should I do?
We automatically send out an order confirmation email when we receive a successful order. However, if you do not receive this email it could be for one of three reasons:
- You have entered your email address incorrectly
- Your mail service provider mistook the confirmation email for spam and blocked it. BTW: Don’t forget to check your junk email folder.
- Your order was not processed successfully.
If you would like to double check that we have received your order successfully, please Contact Us.
I have received some flowers but the card is not signed. How do I find out who sent them to me?
We are sorry, but for privacy reasons, we are sworn to secrecy and are unable to disclose sender information, especially if they choose to remain anonymous during the check-out process.
I am battling to place an order online, what can I do?
Contact us via telephone or email and we will gladly assist you.
I have just placed my order and realised I made a mistake. What can I do?
Please reply to the order confirmation email you received and advise us of the necessary changes, alternatively give us a call.
I have entered my credit card details but I am receiving an error message. What should I do?
You may have entered your details incorrectly, or there may be a problem with the banking communication channels. Simply call us and we will assist you in resolving the problem.
How can I pay for my order?
We accept VISA, MasterCard, Diners Club and Discover cards.
You can also pay via EFT (Internet Banking). Our banking details are as follows:
INMOTION FLOWERS CC
First National Bank
Acc No: 62469602132
Branch Code: 221126
We only accept EFT’s from South African bank accounts.
We do not accept Cheques.
For an overview of all our payment options, please click here.
Can I pay with cash or a cheque?
No. We are an online business and therefore take payment remotely. You will need to pay via credit card or EFT. We do not accept Cheques.
Can I pay for my order on delivery?
Unfortunately we can't accept 'payment on delivery'. All orders must be paid for in full prior to the order being processed and dispatched.
My payment won't go through successfully. What should I do?
Your payment might not be going through successfully for any number of reasons. If your payment has failed, please Contact Us as soon as possible. We can process your credit card manually for you, or assist you with alternative payment methods.
If you are paying by credit card from overseas and your card is denied, this is usually because your bank has put a temporary block on your card or you don’t have 3D secure activated. In this case, phone your bank and ask them to lift the block or activate 3D Secure (Online Secure) and then try placing your order again or give us a quick call so we can help you process your payment.
Creating an Account
How do I register on the Durban Florist website?
You can register for an account on our website by clicking the “Sign Up” button in the top right corner of the website. Enter the required details, check the “Newsletter” checkbox if you wish to receive promotions and special offers from us, and click “Submit”.
Why should I register for an account on the Durban Florist website?
Registering on our website site has the following benefits:
- Proceed through checkout faster when making a purchase
- Check the status of orders
- View past orders so you don't send the same gift twice
- Choose to be notified of updates and special promotions via our newsletter (optional)
- Make changes to your account information
- Store alternative addresses to easily send to multiple family members and friends
- Manage your product reviews, tags and wishlist
You will enjoy a more streamlined shopping experience with us, and we’ll be able to better tailor our services to suit your particular preferences. Click here to register now.
How do I unsubscribe from your newsletter or promotional communications?
It is important to us that we do not send any of our customers anything they do not want to receive. Should you no longer wish to receive any of our communications; such as our newsletter, updates to our website, special offers and promotions, etc., you may opt-out of these communications at any time by emailing us at: firstname.lastname@example.org, or adjusting your account settings.
Privacy and Security
Will Durban Florist share or sell my private data?
Is the Durban Florist website secure?
Absolutely. Our site is secure and meets all the standards one would expect from a reputable online business. Our payment gateway is powered by Virtual Card Services (VCS), a leading online payment service provider in South Africa. http://www.vcs.co.za
Sensitive information submitted through our website and payment gateway is secured by Thawte. Click on the security seal below to verify our security certificate.
Do the flowers come in a vase or basket?
Some of our arrangements come with a vase or a basket, which is included in the price (if there is a vase or basket in the picture, it comes with the product).
Can I send flowers anonymously?
Yes you can. Please check the checkbox “Remain Anonymous” in the “Recipient Details” form during the Checkout process.
Where does Durban Florist deliver to?
We deliver throughout Durban and surrounding areas with the exception of some remote or township areas. If we are unable to deliver to your selected area, we will notify you immediately. If you are sending flowers to a remote area, please feel free to call us or email us before you place your order:0861 977 468 or +27 31 201 6153 (International) or email@example.com. See our delivery areas page for more info.
If you would like to send flowers to other parts of South Africa, please order through our national website at www.inmotionflowers.co.za.
What are your delivery / shipping policies?
Durban Florist offers a 100% satisfaction guarantee. In the unlikely event of any problems with any order you place with us we will either resend or refund your order. Please review our Terms & Conditions for comprehensive details on our delivery and refund policies.
What are your delivery / shipping charges?
For flower deliveries, the delivery fee is R 69.95.
For Gifts and Hampers, the shipping fee is R 69.95.
The delivery / shipping fee is not included in the product prices displayed on our website, but will automatically be added onto your order total in the checkout process.
If you order flowers and gifts/hampers in the same order to the same address, you will be charged a separate delivery fee for each item.
Can Durban Florist deliver flowers for me today?
Yes, we offer same day flower delivery in Durban and surrounding areas. For same day flower delivery anywhere else in South Africa, order via our national website. For same day delivery, orders must be placed before 12:00 local time (GMT +2) Monday – Friday and before 11:00 (GMT +2) on Saturdays.
Does Durban Florist deliver on Sundays?
We do not offer nationwide flower or gift deliveries on Sundays. If however you are sending flowers to Durban, we may be able to deliver your flowers on a Sunday. Our website will not allow you to choose Sunday as a delivery date in the checkout process, but you can select Saturday or Monday and let us know in the “Special Instructions” field that you would prefer Sunday delivery. We will do our best to accommodate you.
Does Durban Florist deliver Gifts or Hampers on a Weekend?
Most of our gifts or hampers cannot be delivered on a weekend, as our courier only delivers Monday – Friday, however we do have a limited selection of our most popular gifts and hampers on our national website that are available for same day delivery and delivery on Saturday in major cities. Our custom hamper can also be delivered on Saturday.
Can you guarantee delivery on a specific date?
Yes, if the recipient details are correct and the recipient is there when we deliver, we can, except for public holidays and Sundays (except by prior arrangement).
Can deliveries be made to business addresses or hospitals?
Yes, we can deliver to business addresses and hospitals. However, it is very important that you provide full and accurate information about a recipient in hospital including full name, ward number and full hospital address to make sure the flowers reach the individual. You also need to check that the hospital allows flowers to be delivered. For business addresses, please ensure that you give us as much information as you can in the special instructions field.
When will my flowers be delivered?
Our general delivery times are between 8.00am and 6.00pm. If you would prefer a morning or afternoon delivery, you can request this in the “Special Instructions” field in the checkout process. We will do our best to accommodate your request, however we cannot guarantee this. We also cannot guarantee specific delivery times.
What if my recipient isn’t present at the time of delivery?
If nobody is at home, our florist will leave a card to say they were there, inviting the gift recipient to contact them and arrange a convenient time for delivery or collection. They may also leave the gift with a neighbour or colleague and will contact the recipient informing them of this arrangement.
How do I care for my flowers?
To ensure that you get the most out of your flowers and that they last for as long as possible, please read our flower care instructions.
Do you offer a satisfaction guarantee?
Yes, we do. We offer a 100% satisfaction guarantee on all our products and services. For more info on our satisfaction guarantee and return policy, please click here.
If your question still hasn’t been answered, please feel free to Contact Us and we will be delighted to assist you further.