FAQ

Do you deliver outside of London?

We deliver throughout the UK and London. 

Please note, that we are currently unable to deliver to the Scottish Isles, Northern Ireland, Isle of Wight, Isle of Man, Jersey, Guernsey and Scilly Isles.

When do you deliver?

We deliver 7 days a week.

London delivery

Our Wild at Heart drivers will hand deliver your order on your chosen delivery day between 9am and 8pm. Unfortunately we cannot guarantee or specify a time slot. 

Eligible postcodes for London Delivery are as follows. If your postcode is not in this list, please select Nationwide delivery.

NW1-3,5,6,8,10,11 | N1,2,4-8,10,15,16,19 | W1-4,6,8-12,14 | WC1-2 | CR4,7

EC1-4 | E1W | E1-3,5,8-10,14,15,20 | SE1,3-8,10-17,19-27 | SW1-20
If no one is home to receive your order, a delivery note will be left to specify whether the parcel was left with a neighbour or in a safe place at the delivery address.

Nationwide delivery

Monday-Friday: Please order before 3pm to receive your flowers next day nationwide.

Saturday - Sunday: Please order before midday to receive your flowers next day nationwide.

We use our trusted courier, DPD to deliver nationwide orders. DPD should get in touch with a 1-hour delivery window ahead of delivery, on your chosen delivery date.

If no one is home to receive the order, you can specify for your bouquet to be left with a neighbour or in a safe place on the property. Please include this information in the "comments" section of the checkout page, without this, the flowers will be taken back to the delivery depot and the recipient left a delivery re-arrangement card. 

Do you offer same day delivery in London?

Yes, we do.

Please order online before 3pm on weekdays and 12pm on the weekend to receive your order the same day. However, if you do miss our website cut off times, please do call our florists on 020 7229 1174 and we will try our best to accommodate your delivery.

I'm having issues ordering on the website...

Sorry you are experiencing issues ordering with us.

Please get in contact with us via email: flowers@wildatheart, or phone 0207 229 1174 to place your order with one of our florists.

Our phone lines are open Monday-Friday 8am-5pm 

My order hasn't arrived yet...

We will aim to deliver your order between 9am - 8pm to London postcodes but unfortunately cannot guarantee or specify a delivery time slot. If you would like an update on the status of your order, please contact us. We are working to implement a delivery tracking system for our London deliveries, so please bear with us whilst this is set up.

For nationwide postcodes, you can track your order through DPD. 

What is the refunds & returns policy?

Unfortunately we cannot accept change of mind returns of any fresh flower or food/beverage products. In the unlikely event that you are unhappy with your order or your flowers are damaged in transit, please contact us at flowers@wildatheart.com including a photo and your order number within 24 hours of receiving your order.  

Can I cancel my order?

If you would like to cancel your order with us, please call our florists on 020 7229 1174 or email flowers@wildatheart.com and state your order number.

You can cancel your order up to 24 hours before the selected delivery date (or 48 hours for the week before Valentine’s Day, Christmas & UK).

We always want to improve ourselves, so please do include a short sentence about why you are cancelling. Please note, we can only cancel orders that have not yet left our florist studio.

Can I edit details of my order once placed?

Wrong delivery address? Need to edit the gift message? Selected the wrong delivery date? No problem, just email: flowers@wildatheart.com with your order number and let us know what you would like to edit or amend on your order.

Please note once the order has left our studio (usually on the morning of the delivery date), we are unable to make further changes.

How should I care for my flowers?

1. KEEP THEM TIED

It is common when unwrapping flowers to have the urge to cut the string around the flowers too but we suggest keeping this around the flowers to ensure the bouquet keeps it's fabulous hand-tied arrangement that has been created for you.

2. TRIMMING

Before placing the flowers into your vase, use a pair of scissors to carefully cut each stem at an angle, this is an important step to remember when making your bouquet last as flowers drink through their stems so once they have been cut the ends can easily dry out. We recommend cutting the stems again after around 3 days, to ensure they can get as much water as they need.

3. HYDRATION

When your flowers first arrive, fill your clean vase about half full of lukewarm water. To keep your flowers fresh and hydrated, change the water every 2-3 days.

4. KEEP AWAY FROM SUNLIGHT

Placing your flowers in direct sunlight will cause them to wilt faster, place your flowers in a cool place when light reaches the room without being on the flowers.

5. REMOVE WILTED FLOWERS

Some flowers will wilt faster than others so removing these stems will not only make the bouquet look better for longer but the wilted stems can also spread bacteria to the other flowers so it is important to keep an eye on these.

Read more

Are the shops open on May bank holidays?

Turquoise Island:

Friday 3rd of May: 8am-5pm

Saturday 4th of May: 8am -5pm

Monday 6th of May: Closed

 

Friday 24th and Saturday 25th of May: 8am-5pm

Monday 27th of May: Closed

 

Mayfair:

Friday 3rd of May: 9am-6pm

Saturday 4th of May: 9am-6pm

Sunday 5th of May and Monday 6th of May: Closed

 

Friday 24th of May: 9am-6pm

Saturday 25th of May: 9am-6pm

Sunday 26th of May and Monday 27th of May: Closed

 

Liberty:

Friday 3rd of May: 10am-8pm

Saturday 4th of May: 10am-8pm

Sunday 5th of May: 11:30am- 6pm

Monday 6th of May: 10am-8pm

 

Friday 24th of May: 10am-8pm

Saturday 25th of May: 10am-8pm

Sunday 26th of May: 11:30am- 6pm

Monday 27th of May: 10am-8pm

LEGAL

Privacy Policy

This Privacy Policy describes how wildatheart.com collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

COLLECTING PERSONAL INFORMATION

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

DEVICE INFORMATION

Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixelsDisclosure for a business purpose: shared with our processor Shopify.

ORDER INFORMATION

Examples of Personal Information collected: name, billing address, shipping address, payment information, email address, and phone number.Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.Source of collection: collected from you.Disclosure for a business purpose: shared with our processor Shopify. Customer support informationExamples of Personal Information collected: Names, addresses. Purpose of collection: to provide customer support.Source of collection: collected from you.Disclosure for a business purpose: 

SHARING PERSONAL INFORMATION

We share your Personal Information with service providers to help us provide our services and fulfil our contracts with you, as described above. For example:

We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

FACEBOOK -https://www.facebook.com/settings/?tab=adsGOOGLE -https://www.google.com/settings/ads/anonymousBING -https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads]

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

USING PERSONAL INFORMATION

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfilment of your order, and keeping you up to date on new products, services, and offers.

LAWFUL BASIS

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

Your consent;The performance of the contract between you and the Site;Compliance with our legal obligations;To protect your vital interests;To perform a task carried out in the public interest;For our legitimate interests, which do not override your fundamental rights and freedoms.

RETENTION

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.


AUTOMATIC DECISION-MAKING

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

COOKIES

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

DO NOT TRACK

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

CHANGES

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

CONTACT

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at ecommerce@wildatheart.com or by mail using the details provided below:

Wild at Heart Ltd, Unit 4, Linford Business Estate, 2 Linford Street, London , SW8 4AB, United Kingdom

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. 

You can contact your local data protection authority, or our supervisory authority here: https://ico.org.uk/make-a-complaint/

Last updated: 14/10/2021

Sustainability Statement

Wild at Heart is one of the most celebrated British luxury Florists, renowned for an opulent, visionary and creative approach to flowers, weddings and events. Our Founder, Nikki Tibbles' sought-after style has earned many press accolades over the years, as well as an A-list following and commissions from some of the world's most luxurious brands and venues. Our mission is to bring joy to our customers and clients.

We are constantly striving to make our business more sustainable. Below you can learn about what we're doing at Wild at Heart.

People

At Wild at Heart, we are committed to supporting our employees and freelancers that we work with. Our aim is to bring in young talent and help them develop into skilled creatives who gain a wide range of industry experience, from fulfilling website orders through to bespoke flower designs for Events.

Waste

At Wild at Heart we are committed to reducing our impact on the planet. Our Florists work to strict forecasts to ensure we have little to no waste of product. We are committed to putting steps in place to ensure that any waste generated is recycled or reused. Internal projects being worked on currently include partnering with Floral Angels more frequently, a Flower Preservation project and the addition of compost bins at all Wild at Heart sites. 

Carbon Footprint

We are working on a company wide Sustainability project, reviewing all areas of the business, with the aim to offset our carbon footprint within the next 5 years - as the project evolves, more plans will be put into motion.

Initial plans are to switch all Wild at Heart delivery vehicles to electric and ensure all Wild at Heart sites are using renewable energy, where possible. We're already working towards being carbon neutral by not storing our flowers in fridges at our studio and therefore using less energy.

Our Nationwide delivery partner, DPD, aims to be the greenest delivery company on the planet through various initiatives. For more details on the DPD statement, please visit the DPD website.

We always recycle cardboard, plastic and wood that we can no longer use at all Wild at Heart sites, so it can take on a new life in a different form.

Sourcing

At Wild at Heart, our florists work closely with suppliers to understand the source of the flowers we use across the business. The aim would be to only partner with suppliers who share the same values as Wild at Heart. 

Our Florists work with flowers sourced from the Netherlands from the New Covent Garden Flower Market. The Dutch Flower Group is committed to helping establish a more sustainable floriculture supply chain. Corporate Social Responsibility is an important core value for their family of companies. If you would like more information, you can visit the Dutch Flower Group's Corporate Social Responsibility statement on their website.

We're also now working with British Farmers to source some stems used in our bouquets.

As a business, Wild at Heart's mission is to cut out single use plastic across the business and specifically in all event decorations. Over the last year we have changed our packaging so that it is now fully recycled and the necessary cellophane needed to transport our products safely in 100% biodegradable. All foliage that we use is purchased without packaging. We also use an environmentally friendly Flower Gel to keep the flowers fresh when being transported. 

As we build out our Wild at Home range, our mission is to partner with suppliers who live consciously and share our values.

Community & Charity

We work very closely with the Wild at Heart Foundation, also founded by Nikki Tibbles, who aim to tackle the world's stray dog population. We have a bespoke charity bouquet available on our website each season to which 25% of all sales are donated to supporting this special cause. We also encourage customers and our suppliers to donate to the foundation through our website and invoicing. 

You can learn more about the Wild at Heart Foundation and the work they do on their website.

Anti-Slavery Policy

ANTI-SLAVERY POLICY

Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain. Wild at Heart has a zero-tolerance approach to modern slavery, and we are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains. We are also committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our contractors, suppliers and other business partners, and as part of our contracting processes, in the coming year we will include specific prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect that our suppliers will hold their own suppliers to the same high standards. This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners. This policy does not form part of any employee’s contract of employment and we may amend it at any time.

RESPONSIBILITY FOR THE POLICY

Wild at Heart has overall responsibility for ensuring this policy complies with our legal and ethical obligations, and that all those under our control comply with it. The company has primary and day-to-day responsibility for implementing this policy, monitoring its use and effectiveness, dealing with any queries about it, and auditing internal control systems and procedures to ensure they are effective in countering modern slavery. Management at all levels are responsible for ensuring those reporting to them understand and comply with this policy and are given adequate and regular training on it and the issue of modern slavery in supply chains.