Frequently asked questions

My Orders & Gift Options

• What payment methods do you accept?

  We are pleased to say we accept a wide range of payment methods, including Visa, Mastercard, AMEX, Maestro and Paypal.

  Please note, we employ Secure Socket Layer (SSL) technology to safeguard and encrypt the information you transmit to us online. When SSL is enabled, you will see a padlock icon located at the top of your browser, indicating that it is secure to perform any transactions.

• I made a mistake on my order

  If you have made a mistake on your gift message or put in the wrong delivery address etc, please contact us ASAP at support@surella.co.uk and we will see what we can do to help. Please note, if your order has already been dispatched, unfortunately we will not be able to amend any details.

• My flowers look slightly different to the picture

  Each of our flowers are lovingly hand prepared at our studio in Kent. As we are working with a natural product, every stem is unique and will differ slightly from the picture. On occasion we may need to make some substitutions due to availability, but any substitute will be carefully chosen to maintain the colour scheme and overall aesthetic of the arrangement.

• Can I add a gift note to my order?

  Yes, you can enter a simple personalised message, which we will handwrite on the complimentary postcard that accompanies every order. Alternatively, you can choose to purchase one of our beautiful occasion cards and we will handwrite your message in the card instead.

• I can’t decide on which bouquet to buy! Do you sell gift cards?

  Yes, our e-gift cards are a perfect choice if you haven’t made a decision yet or are unsure what style they would like. Gift cards are available in either £20, £25, £30, £50, £75 or £100.

• Do you include an invoice or receipt in the packaging?

  Rest assured, if you are ordering as a gift, or for yourself, your box will not contain any paperwork with price information. Instead, your order confirmation will be emailed directly to you when you make the order.