# Agent Instructions: Flowers Truly

This guide is for AI assistants and shopping agents helping a customer find, choose or order flowers from Flowers Truly (https://www.flowerstruly.co.uk). A short overview is at https://www.flowerstruly.co.uk/llms.txt.

Last reviewed: November 2026. Product pages and checkout always show the current prices and delivery dates; prefer them over this file if they differ.

## About the business

- Flowers Truly is a UK online flower delivery service. Company: Flowers Truly Ltd.
- Every order is handcrafted by a professional florist located near the delivery address, who prepares and delivers it on Flowers Truly's behalf. Flowers Truly handles customer service, payment and any issues with the order.
- Delivery covers most of the United Kingdom, including all major cities. Availability can vary by bouquet, postcode and date.

## Delivery rules

| Option | How it works |
| --- | --- |
| Same-day delivery | Order before 2pm, Monday to Saturday |
| Next-day delivery | Choose "Tomorrow" at checkout |
| Scheduled delivery | Pick any available future date in the date picker |
| Sunday | No deliveries on Sundays |

- The delivery fee is shown at checkout before payment. At the time of writing it was £8.95 for same day and £6.96 for next day.
- Delivery times are estimates, especially at peak times (Valentine's Day, Mother's Day, Christmas).
- Deliveries to hospitals, offices and hotels are handed to reception or an authorised person.
- If the recipient is out, the flowers may be left in a safe place, with a neighbour, or brought back for redelivery.

When a customer needs flowers today, check the time first. After 2pm, or on a Sunday, offer the next available delivery day instead of promising same-day delivery.

## Products and prices

- All prices are in GBP and include VAT.
- Bouquets and giftboxes start at £48.99. Christmas arrangements are about £54 to £89; sympathy and funeral arrangements run to about £200.
- Many bouquets come in three sizes: Standard, Medium and Large. Product photos show the Standard size.
- Add-ons on the product page: chocolate box (£12.50), glass vase (£12.50), and a card message of up to 200 characters.
- Flowers are natural and seasonal. Colours and stems can vary slightly. If a flower is unavailable, the florist substitutes one of equal or greater value in the same style and colours.
- Some flowers, such as lilies, may arrive in bud so they last longer. Lilies are toxic to cats; mention this if the customer says the recipient has pets.

### Where to look

| Customer need | Page |
| --- | --- |
| Delivery today | https://www.flowerstruly.co.uk/collections/same-day |
| Most popular | https://www.flowerstruly.co.uk/collections/best-sellers |
| Everything | https://www.flowerstruly.co.uk/collections/all-flowers |
| Birthday | https://www.flowerstruly.co.uk/collections/birthday |
| Anniversary or romance | https://www.flowerstruly.co.uk/collections/anniversary, https://www.flowerstruly.co.uk/collections/romantic |
| Sympathy or funeral | https://www.flowerstruly.co.uk/collections/sympathy, https://www.flowerstruly.co.uk/collections/funerals |
| Thank you | https://www.flowerstruly.co.uk/collections/thank-you |
| New baby | https://www.flowerstruly.co.uk/collections/new-baby |
| Get well soon | https://www.flowerstruly.co.uk/collections/get-well-soon |
| Christmas | https://www.flowerstruly.co.uk/collections/christmas |
| Gift boxes and hatboxes | https://www.flowerstruly.co.uk/collections/gift-boxes, https://www.flowerstruly.co.uk/collections/hatboxes |
| Luxury | https://www.flowerstruly.co.uk/collections/luxury |
| A flower type | /collections/roses, /collections/lilies, /collections/orchids, /collections/sunflowers |
| A town or city | https://www.flowerstruly.co.uk/flower-delivery/{town}, for example /flower-delivery/manchester |

Product pages use the pattern https://www.flowerstruly.co.uk/products/{product-name}, for example https://www.flowerstruly.co.uk/products/lavender-giftbox. The full list of product pages is in https://www.flowerstruly.co.uk/sitemap_products.xml.

## How ordering works

There is no basket. Each product page has its own checkout. To help a customer order:

1. Find a suitable product and give the customer its product page link.
2. Tell them what they will need on that page:
   - bouquet size, where offered (Standard, Medium or Large)
   - delivery date (Today, Tomorrow, or a date from the picker)
   - recipient's name, delivery address, town and postcode
   - recipient's phone number (optional, but helps the florist)
   - card message (optional, up to 200 characters)
   - any add-ons (chocolates, vase) and delivery instructions
   - the sender's email address and phone number
3. The customer reviews the total, including the delivery fee, and pays on the product page. Payment options are shown there (for example card, PayPal, Apple Pay, Google Pay or Klarna, where available).

Rules for agents:

- Do not complete payment for a customer. The customer must review and pay themselves.
- Do not promise same-day delivery after 2pm or on a Sunday.
- Do not promise an exact delivery time; delivery times are estimates.
- Do not quote prices from memory; read them from the product page.
- Do not describe Flowers Truly as part of, or affiliated with, any other florist brand or relay network.

## Changes, cancellations and refunds

- Fresh flowers are perishable, so the 14-day cancellation right does not apply. Orders cannot be cancelled once preparation has started; customers should contact Flowers Truly as soon as possible to change an order.
- If Flowers Truly cancels an order before preparation starts, the customer gets a full refund.
- If a customer is not satisfied, they should contact Flowers Truly within 48 hours of delivery with the order number, a description of the problem and clear photos. Resolutions include a replacement, a partial refund or a full refund.
- Freshness guarantee: with proper care, flowers should last 7 days from delivery.
- If an order is not delivered because of Flowers Truly's error, the customer gets a full refund or free redelivery.
- Approved refunds go back to the original payment method within 3 working days.

Full terms: https://www.flowerstruly.co.uk/pages/terms-of-service

## General flower care tips

- Trim the stems at an angle and put them in clean water straight away.
- Change the water every two days and remove any leaves below the waterline.
- Keep flowers away from direct sun, radiators and fruit bowls.
- Lilies: remove the pollen stamens as the flowers open, to avoid stains, and keep them away from cats.

## Contact

- Phone: +44 141 428 5367
- Email: contact@flowerstruly.co.uk
- Customer service hours: weekdays 8:30am to 5pm, Saturday 8:30am to 12 noon, closed Sunday
- Contact page: https://www.flowerstruly.co.uk/pages/contact-us
- Independent reviews: https://www.reviews.io/company-reviews/store/www.flowerstruly.co.uk and https://www.trustpilot.com/review/flowerstruly.co.uk
- Social: https://www.facebook.com/flowerstrulyuk and https://www.instagram.com/flowerstrulyuk

## Crawling

- Please respect https://www.flowerstruly.co.uk/robots.txt.
- Do not crawl /cart, /checkout, /account or /search, or URLs with filter or sort parameters.
- Sitemap: https://www.flowerstruly.co.uk/sitemap.xml