Frequently Asked Questions

• Can I specify particular flowers when I order my box?

  The beauty of Stem Story is that we order the flowers for you, in your chosen palette. We choose the best available seasonal flowers, which means flowers cannot be specified. If you want something specific, we recommend working with a local florist for your wedding flowers.

• Will I get the exact flowers featured in the photos?

  Whilst we aim to order flowers which are as close to the image as possible, due to the flowers being a natural product, we cannot guarantee you will receive exactly as pictured. From time to time, we may swap an alternative seasonal variety in a similar colour. We will always endeavor to choose flowers in your colour palette, but there may be some slight colour variations. If you feel there is something not right with your varieties, please send us a photo for us to review.

• I want to order from you, but I want a different colour palette. Is this possible?

  Bespoke colour palettes are not available just yet, but they will be coming soon.

• Where do my flowers come from?

  We source only the very best wedding grade flowers from the Dutch flower market. Flowers are grown in countries such as Italy, Colombia and Ecuador. For example Italy are famous for their Italian Cloony Ranunculus, and have you heard of Ecuadorian roses? Well they’re also pretty well known too. The best very florists in the world source the same flowers as the ones you will receive for your wedding.

• When should I have my flowers delivered?

  They should be arrive at least 2 days before your wedding date, but no more than 3.

• When do you deliver the flowers?

  Our nominated delivery partner delivers Mondays to Saturdays, with the exception of some bank holidays. Dutch bank holidays can also impact delivery dates, we will confirm if this is an issue and advise on a suitable alternative day.

• When will my flowers be delivered?

  Flowers are delivered the day of your nominated delivery day.

• What time will my flowers arrive?

  Our drivers deliver throughout the night so that your flowers arrive as fresh, and as soon as possible. This means they can arrive any time 1am to 8am. Please note that due to extra checks happening at the border, sometimes your flowers will arrive later in the day. We cannot provide an exact time of delivery but we can provide tracking after 8am. We ask you to provide detailed delivery instructions and fill out a ‘what 3 words’, so our drivers can leave your flowers in a safe place, if requested. Otherwise our drivers can knock on the door and hand them over, It’s important to note this could be at 3am so you must ensure someone can receive them. Our drivers are delivering multiple orders so they cannot wait beyond a reasonable time. It is very usual for flowers to be left in a safe place.

• Why are my flowers delivered during the night? I’m a bit concerned about this.

  Your flowers need to arrive to you as soon as possible, so as soon as they arrive to the delivery hub, they are sorted for shipping. If the drivers were to wait until the day, your flowers would be out of water for too long. They could also encounter delays with traffic etc. Delivering throughout the night gets means your flowers arrive as fresh as possible, as quick as possible.

  We ask you to provide as much information as possible for delivery, so that they arrive safely. You have the option for leaving them in a safe space which is a very usual practice, or they’ll knock on your door as you’d normally expect.

• How will my flowers arrive?

  Flowers are delivered in large boxes. Depending on how many you order and the types of flowers includes, this may be spread across several. They arrive unconditioned in the growers original packaging. Please ensure you follow our conditioning tutorial.

• Can I track my delivery

  Your order cannot be tracked, but in the uncommon event that there are delays at the port, this can have a knock-on effect on when your flowers arrive. If they are expected to arrive after 8am you will receive a live tracking link, with which you will be provided an approximate time slot and be able to see the live location of your driver. We are unable to provide this before 8am.

• Do you deliver everywhere in the UK?

  We deliver to most UK mainland addresses with the exception of remote areas. If you are unsure, please check with us before ordering. A full refund will be issued if we cannot deliver to your address.

If you have any issues with delivery, please contact us as soon as possible hello@stemstory.co.uk

• I have ordered my flowers, but I have changed my mind. Can I cancel my order?

  You can cancel your order 10 days before your delivery day. After this date, you cannot cancel your order as it will be sent to the growers for cutting and shipping.

• My flowers have arrived, but I don’t like them. Can I return my box?Unfortunately, once your flowers have arrived, you cannot return them. If there is a quality issue please inform us immediately.

• My flowers don’t look their best, can I have a replacement?

  Your flowers will arrive looking closed and they may look a little ‘squished’. This is very normal. Flowers are packaged tightly to ensure they don’t move around too much during transport. It is imperative you follow the conditioning process when your flowers first arrive, so they can have a good drink. The flowers will perk up and open during this process. Your flowers will be at their best on your wedding day.

To raise a replacement or refund request, please click on this link.

Please read about how we are supporting sustainable projects here.