CUT ORCHID CARE INSTRUCTIONS
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OUR ORCHIDS
Q. Where are your orchids come from?
A. All our orchids are from our farms near Bangkok. They are grown with modern techniques and have been cared for by farmers who deeply understand the nature of orchids. Our farmers are trained to take very good care of them; they pay careful attention to each stem and bulb. This is how we can be so confident that you will always receive from us the very best quality.
Q. How fresh orchids I can get?
A. At Orchidy we offer quality and freshness. Not only we concern about selection of orchid you ordered but also we only offer a non-stock orchid, including tropical flower and foliage, as we believe non-stock system helps you get better quality and fresher of orchids. In this way we can guarantee you will receive the freshest orchids possible from our farm, not from warehouse, as we will cut them only to your order and will not stock before any order.
Q. How long will my orchids last?
A. We guarantee the freshness of our orchids for 7 days. They are long lasting and can last from 7 days to 3 weeks subject to a proper care, room temperature and the nature of particular orchid. To maximize their freshness please see our cut orchid care instructions.
Q. How to take care my orchids once they arrive?
A. After their long journey, the orchids need only a simple, refreshing drink. Simply revive them by following our cut orchid care instructions.
Q. Can I specify my order for particular orchid(s) that you do not display?
A. Our aim is to provide you a wide range of Thai orchids of excellent quality. Apart from the orchids shown on our website and in our catalogue, if you are looking for specific orchid(s) or have any particular requirement regarding orchid types please write to inform us at info@orchidy.co.uk. We will try our best to fulfil your requirement.
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ORDER & PAYMENT
Q. How do I place an order?
A. The orchids outlined on our website and in our catalogue can be ordered using the Order Form, email or by calling us on 0161 834 1259.
To place an order you can download the Order Form here. Please have orchid name or code and order unit (tray) handy, complete the Order Form and ensured that you fill in all necessary information and details then send to us at order@orchidy.co.uk or fax on 0161 834 1259. Alternatively, email your order and your details, including address and contact number, to us at order@orchidy.co.uk or call us on 0161 834 1259.
To avoid any problems or delay of delivery, please ensure that you provide the full correct details, including accurate address and postcode also contact number of you or your recipient, together with email address. Then we can process your order without any error incur.
Q. Why there are an order unit and the minimum order unit has to be a tray?
A. We do our best to offer you the best quality of our Thai orchids at the best value and the freshest possible, consequently we can only afford to send out the minimum order unit of a ‘tray’ as a package that fit the quantity and value of orchids.
Q. How long do I need to notice you in advance?
A. Please give us at least a week notice in advance before your expected arrival date. This to make sure that we will find and select the most beautiful and appropriate stems for you.
Q. Can I pre-order weeks or months in advance?
A. Of course you can. To make your plan run smoothly, it is our pleasure to assist you. If you have forward plans and need to make 100 % sure that all orchids you need are available on your specific date. You can pre-order with us by fill in the Order Form which you can download here and send to us at order@orchidy.co.uk or fax on 0161 834 1259. Alternatively, email your pre-order and your details, including address and contact number, to us at order@orchidy.co.uk or call us on 0161 834 1259.
Q. How do I know you have got my order?
A. Once we receive your order, we will confirm the order, in writing either email or fax, to confirm your order details and that we are processing your order. Please carefully check that all details are correct.
Q. What should I do after I have got your confirmation order?
A. From this time you will have the opportunity to approve, amend or cancel the order by respond our confirmation email or fax within 24 hours of receiving confirmation order. Once you approve the confirmation order or if no amendment or cancellation is taken, it shall be deemed that the order is correct; once this is done you are fully liable for the full value order and any costs incurred.
Q. What to expect after approving my order?
A. We will send you an electronic invoice and you can choose to make a payment either by Debit/Credit Cards, BACS or paying in. Once your payment have been completed and accepted by us, your order will be assigned to the production.
Q. What if I do not receive your confirmation order?
A. If you do not receive a confirmation order from us even by e-mail, fax within the same day of placing your order please send an e-mail to us at order@orchidy.co.uk or call us on 0161 834 1259.
Q. What can I do if I realise that I have fill in the wrong information or details in the order form?
A. Please contact us as soon as possible at order@orchidy.co.uk or call us on 0161 834 1259. We would try our best to do last minute changes and cannot guarantee or accept responsibility for incorrect address or other details provided unless we are notified in time to make the changes.
Q. How to make a payment to Orchidy?
A. Payment should be made once you receive an invoice and can be made by Debit/Credit Cards, BACS or paying in.
Details for BACS or paying in are as follow: Orchidy
Bank: Lloyds TSB (King Street Branch)
Sort Code: 30-95-42
Account Number: 03870706
We also accept all major debit and credit cards. Payment by debit/credit cards will be made via Paypal through our electronic invoice. Should you be informed that 3.0% charge will be applied to any order for credit card and debit card payment.
Q. Can I order and pay later?
A. We do apology that we can not accept or give any credit at the moment and the ‘Order-Pay Later’ scheme is not yet available.
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MEMBERS
Q. How does it work?
A. Orchidy Membership Scheme are designed and set specially for the benefits of a regular order within a period of time. Therefore, our Members have their privilege and can get the most luxury flower at a very special price. Discount percentage is varied and depends on levels of the Member as shown on the table below.
Q. How can I apply?
A. If you are interested and would like to become our Member. The membership application can be made by downloading the Membership Application and Agreement. Please carefully read, complete and sign then send to us at our address shown on application. Along with your application, please provide us an appropriate supporting document as required and would you be informed that we can accept only completed and signed application form.
Q. Is there any joining fee? How much does it cost?
A. No, there is no fee and it cost you nothing for being our Member. You can join us for free and start to take the great benefits now.
Q. What to expect after applying?
A. On completion of an application form, we will send you an e–welcome pack, to your email address, which will contain a membership number. The validated date starts from the date of the application has been accepted. Please note that if you do not have an email address, you will not receive an e-welcome pack but calling from us instead. A copy of Membership Agreement, all necessary document and information will follow, posted to the postal address as stated on the application form.
Q. What are the benefits I can get from membership?
A. The benefits for Member are different and depend on membership level. We have 3 levels of Membership to offer and details are as follow;
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Silver Memberis regularly order with us with a minimum of a tray per two weeks. We have 6 and 12 Month Silver Membership which the benefits are start from a minimum of 10% and 15% discount respectively from normal price. Discount percentage is varied and depends on quantity of the order.
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Gold Memberis regularly order with us with a minimum of a tray per week. We have 6 and 12 Month Gold Membership which the benefits are start from a minimum of 15% and 20% discount respectively from normal price. Discount percentage is varied and depends on quantity of the order.
Platinum Memberis regularly order with us with a minimum of two trays per week. We have 6 and 12 Month Platinum Membership which the benefits are start from a minimum of 25% and 30% discount respectively from normal price. Discount percentage is varied and depends on quantity of the order.
Q. How long my membership will last?
A. Membership Period is valid for twelve or six months.
Q. How can I upgrade my membership level?
A. You can upgrade your membership level at any time, please state on the Membership Application and Agreement at membership status as ‘Current Member: Upgrade Membership level’, then select new level, complete, sign and return to us at our address. A copy of new Membership Agreement, all necessary document and information will follow, posted to the postal address as stated on the application form.
Q. How can I renew my membership?
A. Membership can be renewed annually or in every six months by respond our renewal email or letter. We will inform each Member by email or post within 28 days before the date of the membership is ended and you can renew your membership for another year or six moths.
Please ensure that you do respond to our renewal email or letter by post. If you, as a Member does not respond to our renewal email or letter consequently the membership is not continued and the Member will not have the benefit of membership in Orchidy.
Q. What should I do if I would not like to renew my membership?
A. If you would not like to renew your membership, you have to respond to our renewal email or letter by post and state ‘Discontinue’.
Q. What if I would like to terminate my membership before it expired?
A. If, for any reason, you wish to terminate your Membership before the Membership Agreement is ended, please give us at least 28 days' written notice by posting to our address. Please note that termination notice can not be accepted via email or fax.
As Orchidy Membership Scheme was designed and set specially for the Member in order to get the benefits of a regular order within a period of time. Please note if you terminated your membership, you then shall liable to Orchidy for every discount amount due under the Agreement.
Q. Can I use membership discount together with other offers or promotions?
A. Membership Discounts can not be used in conjunction with any special promotion or any other offer.
Q. Can my friend use my membership number? Can I order for my friend?
A. Your friend can not use your membership or membership number but you can order for your friend as long as you are under and follow the Agreement. However, if you order for your friend, it is your responsibility due to the order is under your membership agreement.
Q. What if I do not know what I need in next consecutive order?
A. In the event of non-performance of the Member’s consecutive Order, we shall have the right to use the Member’s previous order as an order (as defined on the Agreement) and the Member shall liable to us for any invoices incurred from this case.
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OUR PRICES
Q. Are your prices including VAT?
A. No, all prices shown in our price list is excluding VAT.
Q. Can I get a better price if I order regularly or make a high volume order?
A. If you are regularly order, it would be benefits for you to become our Members. We are pleased to offer you a premium price for your royalty and we have different levels of membership discount to offer, for more details please see ‘Become our Members’
When you make a high volume order, you can get a better price even you are not a member but the discount offered to non-member is less than the discount offered for Members.
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OUR DELIVERY & SHIPMENT
Q. How are your orchids shipped?
A. When you order with us we select the most beautiful stems for you. They are then cut in the early morning and sent through the washing, packing and transportation process. All processes are under temperature controlled then collected in special van and delivered direct to the airport. The shipment departs from Bangkok at night and arrives fresh the following day. Once they arrive in the UK, they will be delivered direct to you, you can be assured that you will receive the freshest and most beautiful orchids.
Q. How do I know a dispatch date and when my orchids are arrived?
A.We will notify you in writing either email or fax, or by verbal communication once they were dispatched from Thailand and normally you can expect to receive your orchids within 20 hours after their dispatch. Subject to unexpected event, should you expect this period of time to be longer.
Q. Which postcode areas do you deliver?
A.Postcode areas for our delivery service are ‘BL’, ‘M’, ‘OL’, ‘SK’, ‘WA’ and ‘WN’. If you are not in Manchester areas or not in the postcodes areas for our delivery service and interested in our orchids, please let us know and contact us for further information at info@orchidy.co.uk or call us on 0161 834 1259.
Q. What if my premise is not in your delivery area?
A.If you are not in Manchester areas or not in the postcodes areas for our delivery service and interested in our orchids, please let us know and contact us for further information at info@orchidy.co.uk or call us on 0161 834 1259, we will try our best to fulfil your requirement.
Q. Is your delivery service cost an extra charge?
A. Our delivery service is definitely free of charge if you are in the Manchester area postcodes ‘M’, ‘SK1’, ‘SK2’, ‘SK3’ and ‘SK4’.
For ‘BL’, ‘OL’, ‘SK5-23’, ‘WA’ and ‘WN’ postcodes, we provide free delivery service with particular minimum order or delivery charges are vary depend on postcodes, for more details please click click here.
If you have any enquiry regarding our delivery service please contact us at info@orchidy.co.uk or call us on 0161 834 1259.
Q. Which courier company do you use for delivery of orchids?
A. To deliver our orchids, we use the national courier and award winning company who specialising in same day package deliveries. Their service is professional and efficient so you can be assured that they will handle your orchids with care.
Q. Is the delivery date guaranteed?
A. We guarantee you will receive your orchids within the following day of the dispatched date and we will inform you once they were dispatched from Thailand.
Q. Can I order for delivery on Saturday, Sunday or public holidays?
A. Apart from peak season such as Mothers day, Valentine, Christmas, Easter and selected special events, delivery is not available on Weekend and public holidays.
Q. Why can not I choose a delivery time?
A. Time of delivery can not be specific as the couriers plan routes based on demand so naturally they change daily. Deliveries will normally be made during normal working hours, between 9 am and 5pm, but in some circumstances they can be later in the day. If you have special or urgent case should you please inform us in advance for preferable time by contact us at info@orchidy.co.uk or fax your enquiry to 01618341259.
Q. Are deliveries in the morning or afternoon?
A. We try our best to deliver all orchids on reasonable time. Normally the flight from Bangkok arrives to the UK in the morning and once they have been checked and cleared by Customs then they will be delivered direct to you. Subject to your area and postcode, we can only guarantee you will receive your orchids between 9 am and 5 pm.
Q. What if I or my recipient is out at the time of delivery?
A. If you or your recipients are not able to receive your orchids or the courier can not find someone to receive. They will leave a contact card, stating that they have been trying to deliver your orchids, at the address you provided. Then you or your recipient should make a contact for rearrange delivery and this will cost you an extra delivery charge.
Q. Can I track my order?
A. Yes, we will inform you by email when your orchids have been dispatched from Thailand, you can expect to receive them on the following day. Or if you would like to update and track your order please contact us at info@orchidy.co.uk or call us on 0161 834 1259.
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CANCELATION & AMENDMENT
Q. Can I amend or cancel my order?
A. Amendment and cancellation can be made under terms and conditions. You can amend or cancel your order within 24 hours of receiving our confirmation of your order details. If you have any enquiry regarding order cancellation and amendment please do not hesitate to contact us at info@orchidy.co.uk or call us on 0161 834 1259. We will try our best to do the last minute changes and to fulfil your requirement.
Q. If my order is already assigned to production, can I still amend or cancel my order?
A. We regret that we can not accept cancellation of any order or you may not change the order once the order has been placed with our team in Thailand or they are assigned to production.
Q. How can I amend my order?
A. If you would like to change or make any change to your order, you can reply to our confirmation order, please state ‘Amendment’ and details of your amendment. Alternatively, inform us at order@orchidyco.uk, call or fax us on 0161 834 1259. Please note that amendment has to be made within 24 hours of receiving our confirmation of your order details.
Q. How can I cancel my order?
A. If you would like to cancel your order, you can reply to our confirmation order and please state ‘Cancel Order’. Alternatively, inform us at order@orchidyco.uk, call or fax us on 0161 834 1259. Please note that cancellation has to be made within 24 hours of receiving our confirmation of your order details.
Q. What to expect after amending my order?
A. You will then again receive our confirmation order which has been already amended. If you are happy with your order and amendment, please approve your order by respond our confirmation order and state ‘Approve’.
However, afterward, if you would like to make any change to your order, please be informed that it might cause a delay.
Q. What to expect after cancelling my order?
A. If cancellation has been success, we will refund as soon as possible and in any event within 30 days of your order via reasonable payment method or cancel any payment received via the payment method used to place an order.
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OUR SERVICE AND SATISFACTION GUARANTEED
Q. How can I get in touch with your special offer and new offer?
A. If you would like to keep in touch with our news and offers, please give us your details as your full name, company name, address, contact number and email address. Email to us at offer@orchidy.co.uk or fax on 0161 834 1259. Special offer and new offer will be sent to you from time to time.
Q. What if I would like to discontinue receiving your news or any special offer?
A. If you would like to discontinue receiving our news or any special offer, please write to us at offer@orchidy.co.uk or fax on 0161 834 1259.
Q. What should I do if my orchids have had damage?
A. Your pleasure is our business and we always do our best to ensure this does not occur but if your orchids have had damage by reason of transportation or unexpected caused by us, please inform and send us an evidence of the damage, once you received within the same day of delivery date, and we will resend you new orchids under
terms and conditions.
Regarding damaged orchid matters please contact us at info@orchidy.co.uk or fax to 0161 834 1259.
Q. Can I get refund for my damaged orchids?
A. Apart from resend the orchid(s) cause of damaged we regret that we can not make a refund.
Q. What if I am not satisfied with your orchids?
A. We seriously concern about the quality and freshness of our orchids also we highly value your business; therefore, you have 100% satisfaction guaranteed from us. If you are not happy with orchid caused from freshness and quality, even a single stem, just inform us once you received and we will resend the new one for you on the next delivery date. If in case the original orchid is not available, we will resend or offer a comparable replacement to you.
Q. What if I would like to make a complaint?
A. We always try our best in every way to serve you an excellent quality of orchid and service at the best price possible. We also believe that you are coming first and your opinion is valuable so if you are in anyway disappointed with our orchid or service please let us know by email at info@orchidy.co.uk or fax on 0161 834 1259. We would appreciate and please to accept your opinion for making any better.
Q. How long do I have to wait for you to deal with my complaint?
A. We will try our best to resolve all complaints if possible and will respond to your query within 48 hours.
Q. What are your operating hours?
A. Our operating hours are as follow:
Monday-Friday: 8 am - 5 pm
Saturday: 9 am - 4 pm
We are closed on Sunday and public holidays
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CUT ORCHID CARE INSTRUCTIONS
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