One address, and it comes to me
There is no support team, no ticket number and no queue. Whatever you write goes to the person who chose the flowers, wrote the descriptions and packed the box.
Order number in the first line if you have one. A photograph if something is wrong.
When you will hear back
Usually within one working day, often sooner. I am seven or eight hours ahead of the UK depending on the time of year, so a message sent during your afternoon is normally answered before you wake up.
If three days go by with nothing, assume the email went astray rather than that I am ignoring you, and send it again.
There is no phone number
English is my second language and I am better at it in writing than on a call. You will get a more accurate answer from me by email than you would from a phone line, so that is the only channel I offer.
Four things already answered
Most of what arrives in my inbox is one of these, and the pages answer them faster than I can.
Anything not covered there is worth writing about, including the awkward ones. If you think a price is wrong, a description oversells something, or a photograph flatters a stem more than it should, I would rather hear it than not.
Wholesale, press and everything else
Same address. I am not set up for trade orders yet and I will tell you so plainly rather than take an order I cannot fill on time.
If you are writing about a large arrangement, a wedding, or a quantity of one colourway, say roughly when you need it. Stock comes from one workshop and lead times depend on what is already made.
Business details
This is also the address for complaints. If something has gone wrong and my answer has not fixed it, say so in writing and I will put it right or tell you why I cannot.