Is it safe to use my credit card online?
We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice a blue bar at the top of the browser window and an unbroken key or lock icon at the bottom left corner of the window.

How does SUPERSTEMS use my personal information?
SUPERSTEMS does not rent or sell information we receive from web orders or e-mail registrations to third parties in any way, shape or form.

Q: What happens if no-one’s in when you try to deliver?
A: If no-one is in, the delivery person will try and leave the gift with a neighbour and will then leave a “calling card” which informs the recipient of a delivery attempt and also who the gift has been left with. If a neighbour is unavailable or unwilling to accept the gift it will be returned to the shop or depot and a calling card will again be left – this time asking the recipient to make contact by telephone to arrange a convenient delivery time.
N.B If you have selected “leave without signature” then the gift will be left in the safest possible location.

Q: How will I know that the gift has been delivered/received?
A: At this point in time we are unable to offer a confirmation service. If a problem arises we will contact you immediately.

Q. How long can I expect my flowers to last?
A. With the proper care and conditions the flowers are expected to last for approximately 5-7 days (most will last longer).

Q. Why should I provide the recipients phone number?
A. Superstems require a phone number for two reasons: the first is as a safety net should there be a problem locating the delivery address, the second is an automatic requirement if you have selected contact recipient.

Q. Will my order look like the picture I saw?
A. Superstems strive to make every order look as close to the picture as possible. However, all orders are based on seasonality, availability and designer interpretation. Substitutions will be made only on the following basis. 1.) If a florist does not have a certain decorative item in stock (specific vases, containers, baskets, etc.) they will substitute a similar item of equal or greater value. 2.) If a florist does not have a particular flower available the florist will substitute for a similar flower that will keep the general theme of the arrangement you selected. 3.) During busy holiday times when stock can run down, Superstems may substitute the contents of an arrangement for equal or greater value based on what’s available in order to ensure an on time delivery.

Q. Can I have the flowers delivered at a specific time?
A. Superstems cannot accept requests for specific times of delivery, however, by using the AM and PM delivery options on the “Delivery Details” page you have the ability to guarantee delivery before or after 12 noon. Superstems is unable to guarantee delivery time requests during peak periods.

Which credit cards are accepted?
Superstems accepts a variety of credit and debit cards including American Express, MasterCard, VISA, Switch and Electron.

What happens after I place my order?
When your order is placed on the web site, you will see a "Thank You" page, which will have an online order confirmation number on it. This is confirmation that your order has successfully been placed. Your order is then sent over a secure connection to Superstems. If placed between 9:30 AM and 7:30 PM GMT it will then be processed within an hour. If placed after 7:30 pm GMT your order will be processed at 9:30 AM GMT the following day. You will receive an email confirmation once your order has been downloaded and received at SUPERSTEMS. If there are any problems with your order, one of our customer service associates will contact you by phone or email.

What if I do not receive order confirmation via e-mail?
You will receive an order confirmation message via e-mail shortly after SUPERSTEMS receives your order. If you do not receive this message within three hours of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us on 0800 970 09 02 to ensure that your order is being processed.

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