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Help/FAQ
To help answer any queries or questions you may have about our online store and the service we offer, we have compiled a comprehensive list of our customers' most frequently asked questions (FAQ). We hope you will find the answer you require below. However, if you still can't find what you're looking for, our customer services team are on hand to help you - please contact us.
- Is it easy to shop online?
We have tried to make it as easy as possible for you to use the Imogen Stone online store. You can choose to shop by category where you can simply select a product category and view the list of products we carry in that category. Alternatively, you can choose to shop using the gift finder tool. In addition, if you know what you are looking for, you can enter the product name or description in the search box facility and you will be directed straight to the product page.
Once you have found the product you would like to purchase simply click on the 'Order' button and it will be added to your shopping basket. You can view your shopping basket at any time by clicking on the view basket link situated at the top right hand side of the shopping pages. When you are happy that your order is complete, simply proceed to the checkout and follow the simple step by step ordering process.
- Can I alter the details in my Imogen Stone online account?
When you have placed an order at the Imogen Stone online store, you will be asked if you would like to create a customer account. Account customers find it easier to make orders because they can keep an address book and review their order history. You can alter the information you provide at any time by logging into my account. Please see our privacy policy for details of how we use the information that you provide to set up your Imogen Stone customer account.
- Which payment methods do you accept on line?
We accept all major credit cards; including Visa, MasterCard, Delta, Electron, Solo, JCB, Maestro and Switch.
- At what stage is my credit card charged?
Your credit card will be charged at the point at which your order is settled. Any products you order that are not immediately available will be sent on to you as soon as they are available and your credit card will be charged at this point. Postage (if applicable) will be charged only against the first despatch if the order is to the same delivery address. You will also be emailed a receipt when the order is despatched.
- Is it safe to use my credit card on your website?
Imogen Stone values its customers and respects their privacy. Your credit card details are taken by Protx, one of the largest Payment Service Providers. Information about Protx:
Transaction Security
All transaction information passed between merchant sites and the Protx VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.Encryption and Data Storage
Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.Links to banks
Protx has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.Employee Access
No individuals within Protx are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from our own employees because our systems never display the full card numbers, even on administration screens.All information we collect about you by Imogen Stone is held with the utmost care and security. We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history.
Imogen Stone does not keep any payment card information on its server, therefore, each time you create a new order you must re-enter your credit card details. Please see our Privacy Policy for further details.
- Will I receive an order acknowledgement via email?
Yes, in order to set up your Imogen Stone customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address. You will receive a further email with a receipt when your order is despatched.
- Can I order gift vouchers online?
No, Imogen Stone does not have offer Gift Vouchers.
- Why are some products discontinued?
Originality and innovation are crucial in ensuring that Imogen Stone continues to make it's unique mark at the forefront of the flower and luxury gift industry. We stay one step ahead of the market by establishing trends and reacting to them quickly so we select the products and ranges that we believe will both embody the philosophy of Imogen Stone and satisfy customer demand. Products will be discontinued if there is a significant decline in demand or to make way for new products. However, we will always be on hand to offer advice or recommendations on replacement or alternative products.
- Where can I purchase Imogen Stone products?
It is easy to purchase Imogen Stone products online by following the instructions outlined in our shop online section.
- Do you sell organic products?
Yes, we offer some organic products along with locally produced flowers, Fairtrade flowers and fairly traded gifts.
- What are your delivery rates?
Please see our Delivery section for full details of the Imogen Stone delivery options.
- Where does Imogen Stone deliver to?
Orders made via the Imogen Stone online store can be delivered to the vast majority of addresses within the UK. Please see our Delivery section for full details.
- Do you deliver to international addresses?
Please contact our customer services team at customer.service@imogenstone.com for enquiries and information on international deliveries outside of the UK.
- Will I have to sign for my delivery?
First Class post does not require a signature. Courier deliveries will require a signature unless we receive instructions not to request a signature or to leave the parcel somewhere where a signature can not be obtained. Saturday Guaranteed service will always require a signature. Please visit our Delivery section for further information.
- Can I send the goods I have ordered to multiple addresses?
Yes, but please place a separate order for each address that you wish to deliver items to.
- How can I check the status of my order?
Once we have received your order, Imogen Stone will email you with your order number. Please quote this order number in all correspondence. Please telephone our customer services team on 0844 818 4480 or email us at customer.service@imogenstone.com with regard to your query.
- Can I have my order gift wrapped?
Yes,all orders for gifts are automatically sent gift wrapped.
- Can I return the goods I have ordered?
Imogen Stone hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer an exchange or replacement on all goods returned to us within seven days of your receipt of goods provided they are in their original, unopened and unused condition and returned in the original packaging. Please note that delivery charges are not refunded. Please see our Returns policy and procedure and our terms and conditions for full details.
- How do I return my goods?
The procedure for returning goods to us is straightforward and is clearly explained in our returns policy and procedure and in the documentation you receive on delivery of your order.
- What if I want to cancel my order?
Please see the cancellation section of our Terms and Conditions.
- Is it safe to give you my email address?
In order to make a purchase through the Imogen Stone website you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfilment of your order. We will not send you any unsolicited materials unless you indicated that you wanted to receive more details about merchandise, offers and events etc. when you registered. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.
- Why do you want my name, address, email address, telephone number?
Imogen Stone asks for these details so that we can enhance your experience of using our site, provide you with the goods and services you request from us, enable us to fulfil your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and events.
- Do you use cookies on your website?
The Imogen Stone online ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access www.imogenstone.com. The use of cookies allows us to remember the goods that you placed in your shopping basket and saves you having to enter the basic contact information that you provided us with on setting up your Imogen Stone account. Our cookies do not remember your credit card details.
- Will I be able to use your site if I have disabled cookies in my browser?
You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.
- What if I have forgotten my password?
Simply click on the Forgotten your Password? link on the register or login page and you will be guided through a step-by-step process to create a new password.
- How can I get a receipt for my order?
A receipt will be sent to you by email when your order is despatched. You can also access details of previous orders by logging into the 'My Account' section of the website.
- When will my products be delivered?
After you have placed your order online, we will send you an order confirmation email which will contain all of the details of your order including the specified delivery date. If you have an account, you can track the progress of your order by logging into the My Account section of the website. We will also send you an order despatch confirmation email when the order is despatched - this will contain details of how to track your order to it's final delivery destination.
If you haven't received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please contact our Customer Service team using the online form
- What if my order hasn't arrived?
If you have not received an order confirmation email or a order despatched email then please contact our Customer Service team. If your order has been despatched and has not arrived within the expected time period then please contact our Customer Service team.
- What if only part of my order has arrived?
If you have ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, then please contact our Customer Service team using the online form.
- What if my order arrives damaged?
Please view our Returns policy.
- Can a delivery be made to a PO Box or B.F.P.O address?
Yes, when ordering, please supply a telephone number for the recipient and specify the PO Box or BFPO number in the first line of the recipient's address.
- Will the recipient know who sent the gift?
All customer details provided for credit card verification purposes are covered by the Data Protection Act; such details cannot be divulged without the sender's prior consent. A recipient of flowers will receive the information written in the card message field. Therefore, if the card message does not include the sender's name or any other means of identification, the recipient will have no way of knowing who sent the item.
- Do you offer same day delivery?
We do currently offer a same day delivery service. Please refer to our Same Day Flowers page for details and products.
- How are items packaged?
Please view our Packaging section for more information.