FAQs

What are your business hours?

Monday – Thursday: 9am – 5pm
Friday: 9am – 12:30pm, 2pm – 5pm
Saturday: 9am – 1pm

Closed on Sundays and public holidays

How can I contact Haliema’s Flowers?

If you have any queries, give us a call on +27 21 633 5151 or send us an email at [email protected]. You can also contact us on WhatsApp on +27 83 261 7731 (or simply click the link on the bottom right of screen when viewing from a mobile device). Alternatively, if you’d prefer to chat in person, you may visit our store at 63 Ernest Road, Rylands, Cape Town, 7764.

Why do I need to create an account?

When placing an order, we’ll send you emails to confirm your order and keep you updated on the status of your delivery. You’ll also be able to view your order history so you don't send the same gift twice, and save multiple addresses to easily send gifts to your family and friends. Click here to register now.

Can I unsubscribe from your mailing list?

It’s important to us that our customers only get information that they want to receive. If you no longer want to receive updates on any promotions or special offers that we may have, you can simply opt-out on your account settings or alternatively send us a quick email at [email protected] and request that we remove you from our mailing list.

I like one of your products, but want you to change it slightly. Can you do this for me?

Sure, simply make a note of your request in the “Special Instructions” field during checkout and we’ll try our best to meet your requirements. Unfortunately, we cannot guarantee that these changes will be made, as it depends on stock availability and cost. If you’d like to know for certain whether the changes can be made, simply contact us (phone, email or WhatsApp) before you place the order, and we’d be happy to discuss your requirements.

I’d like a customized flower arrangement or gift hamper. Is this possible?

While we have a wide range of breathtaking designs, we understand that everyone is unique with their own sense of style. If you have something specific in mind, you’re more than welcome to give us a call to discuss your requirements. Alternatively, if you have a photo of a design you like, simply send it to us via email or WhatsApp, and we’ll make it happen.

What happens when certain items aren’t available?

Due to seasonal availability, sometimes certain colours, types of flowers or other items may not be available. We’ll then substitute it with something of a similar style and same (or greater) value. Don’t worry, for any significant substitution, we’ll contact you in advance to make sure you’re happy! Our promise to you: an exquisitely beautiful arrangement… your satisfaction guaranteed!

I’m struggling to order online. Can I order by phone, email or WhatsApp?

Yes, you may view our online catalogue, and once you’ve decided, we’d be happy to take your order by phone (+27 21 633 5151), email ([email protected]) or WhatsApp (+27 83 261 7731 – simply click the link on the bottom right of the screen when viewing from a mobile device).

I’m not in South Africa, can I still place an order?

Sure, as long as your order is being sent within our delivery zones, and you have a credit/debit card (Visa or MasterCard only). We, unfortunately, don’t accept EFTs from overseas accounts.

I want to include a special message to the recipient. Is this possible?

Yes, during the checkout process, there’ll be an option to include a personal message (up to 500 characters). Your note will be handwritten on a Haliema’s Flowers message card included with your flowers or gift hamper.

Can I remain anonymous?

Certainly! During the checkout process, just don’t include your name in the “Personal Message” field, or sign it anonymously (e.g. your secret admirer). We’ll copy the message exactly as you’ve written it, word-for-word. If you don’t include your name, we won’t include it in the card. Your details will be kept confidential, and none of your personal information will be shared with anyone else, especially the recipient.

How do I track my order?

You’ll receive an order confirmation email immediately after you’ve placed an order, and another email confirming when payment is received.  On the delivery date, we’ll send an email notification as soon as your order has left our store, and a further email to confirm that delivery was successful. If there are any issues with the delivery, we will contact you immediately. If you prefer us getting in touch with you via WhatsApp, you’ll have the option to select WhatsApp delivery notifications during checkout. You can also view your order status at any time by logging in to your account.

I didn’t receive an order confirmation email. What should I do?

A confirmation email is automatically sent when an order is successfully placed. If you don’t receive this email, it could be because you entered your email address incorrectly or your mail service provider mistook the confirmation email for spam – check your junk mail folder. If you’d like to make sure that we’ve received your order, please contact us by phone (+27 21 633 5151), email ([email protected]) or WhatsApp (+27 83 261 7731 – simply click the link on the bottom right of the screen when viewing from a mobile device).

I want to place an order for multiple recipients. Can I order them together?

If you’re placing an order online, you will only be able to enter details for one recipient at a time. You will need to place a separate order for each additional recipient. Alternatively, it might be easier for you to send us the details via email or WhatsApp, and we’ll process a bulk order for you. However, if all the recipients are at the same address and the items are for delivery on the same date, you may place a single order online and simply use the “Special Instructions” field during checkout to capture details for the other recipients. Please make sure to include each recipient’s (1) full name, (2) personal message and (3) the specific item (by SKU code) intended for that recipient.

Will I receive an invoice for my purchase?

As soon as your order is paid for, you will be able to access your invoice by viewing your order history under your account. The invoice will also be emailed to you automatically once your order has been delivered. The billing details on the invoice will appear exactly as you have entered them during the checkout process, so please be sure to include all relevant company information.

What are my payment options?

We accept Credit/Debit Cards (Visa and MasterCard), Electronic Fund Transfer (EFT), Instant EFT, Masterpass and Zapper. Aside from EFT, all other payment methods are processed via our secure payment gateway, PayFast. We do not accept cheques. We accept EFTs from South African bank accounts only. Click here for our banking details and more info on our payment methods.

Can I pay cash on delivery?

Unfortunately, we’re unable to accept any payment on delivery/collection as orders need to be paid in full before they can be processed and dispatched.

Can I pay for my order in store?

We’d love to have you visit our store! If you prefer to chat in person about something specific that you want, you’re more than welcome to visit us. You may place your order and pay in store with either cash or credit/debit card. However, orders need to be paid in full before they can be processed and dispatched, so you won’t be able to order online or over the phone, and then simply pay on collection.

My payment won’t go through successfully, what should I do?

There could be a number of reasons why your payment won’t go through successfully. If your payment has failed, please contact us and we’d be happy to assist, perhaps with an alternative payment method if we’re not finding any luck. If you’re paying by credit card from outside South Africa and your card is denied, this might be because your bank placed a block on your card for international transactions or you don’t have 3D Secure activated. Perhaps try giving your bank a call and ask them to lift the block or activate 3D Secure, and then try placing your order again.

When and where do you deliver?

We deliver Monday to Saturday to most suburbs in Cape Town and Stellenbosch. No deliveries on Sundays and public holidays. Click here for more info on our delivery zones.

Do you offer same day delivery?

Same day delivery is available for orders placed before 12pm SA time (GMT+2). We may be able to squeeze you in after this, but you'll have to contact us (phone, email or WhatsApp) to check availability.

Can I request a specific date and time for delivery?

We can definitely guarantee delivery on a specific date – you can select your date on the delivery calendar during checkout. Unfortunately, we cannot guarantee the exact time of delivery, but will make every effort to accommodate requests as best as we can. Just leave a note in the “Special Instructions” field during checkout, and we’ll see what we can do.

Why are some dates marked unavailable on the delivery calendar during checkout?

To ensure that we always provide excellent service, sometimes we may have to limit the number of orders we accept on a given day. This may happen on special occasions like Valentine’s Day or Mother’s Day. Best to place your orders in advance so you don’t miss out!

What does the delivery cost?

Delivery charges are based on suburb. You can quickly check your delivery cost by using the Delivery Calculator in the Shopping Cart: simply add an item to your cart, go to the Shopping cart page, enter your suburb in the calculator. Alternatively, click here for more information.

Is it possible for me to collect my order?

You may choose to collect your order at our store: 63 Ernest Road, Rylands, Cape Town, 7764. Collections are FREE. You can select the specific collection date during checkout. We'll contact you on the day to let you know when your order will be ready for collection.

Do you deliver to businesses and hospitals?

Yes, we do. Please note that some corporate locations may require our delivery guys to leave the arrangement at the reception desk or at the “Delivery Depot”. It’s then up to them to contact the recipient to collect the delivery. For hospital deliveries, fresh flowers aren’t allowed in ICU wards, so in this case, best to send a gourmet hamper instead.

What can I do to make sure my order is delivered without any hassles?

Our rule of thumb is that the street address you provide should be found on a standard GPS. To ensure smooth delivery, we may need some extra details. For a business address, include the company name, building, block, floor and office number. For a home address, tell us the complex name, floor and apartment number. If it’s a hospital, please include the ward and room number too. No matter where we’re delivering to, we strongly recommend that you give us the recipient’s contact number. Don’t worry, we won’t spoil the surprise! It’s just in case there’s an issue and we can’t get hold of you.

What happens if the recipient is not available when you deliver?

If the recipient is not available to accept the delivery, we’ll try to leave it with a neighbour or colleague. We’ll contact the recipient or leave them a note to let them know someone has accepted the gift on their behalf. If we’re unable to leave the gift with someone else, we’ll return it to our store and will contact you to arrange a redelivery.

I’ve bought more than one item for delivery to the same person. Will it be delivered at the same time?

Yes, all items placed in a single order (flowers, gift hampers, any extras such as teddies or balloons) will be delivered together as one big surprise!

Can I cancel or change my order?

If you need to cancel or amend your order, contact us immediately (phone, email or WhatsApp) with your order number. We’ll process your request as long as your order has not yet been dispatched, prepared or we haven’t had to order any special supplies. In the event of a successful cancellation, your store account will be credited (click here to view the balance). It’s unlikely that we’ll be able to process any cancellations or amendments on the date of delivery. We suggest you contact us at least two days in advance to be sure that your requested changes can be made.

I’ve placed my order and just realized I made a mistake. What should I do?

Simply reply to the order confirmation email with the required changes. Alternatively, give us a call or send us a WhatsApp message with your order number. If it’s something minor (e.g. incorrectly spelt recipient name or change to the personal message), we’ll generally be able to accommodate you as long your order hasn’t yet left our store. Best to hurry, and not wait until the last minute!

What if I’m not satisfied with my order?

With our satisfaction guarantee, you need not worry! If you’re not happy with your order, send us a mail or WhatsApp message within 24 hours of delivery. Make sure to include photos of your order at the time of delivery. We’ll collect and either replace or refund your order. Please see section 10 of our terms and conditions for more information.

How long does it take to process a refund?

Refunds take between three to ten working days to process. Don’t worry, it’s usually closer to three days unless there’s some unforeseeable issue.

What is the difference between gift vouchers and coupons?

Sometimes we may run promotions and offer certain products at discounted prices. We’ll usually advertise a coupon code that can be used during checkout to qualify for these discounts. This may only be applicable to certain products over a defined period, and will usually require a minimum spend. Gift cards/vouchers, on the other hand, will have a certain monetary value attached to it, and generally don’t have the same restrictions as coupons. They can be used for multiple online purchases until the full value of the voucher is depleted.

How do I use my discount or gift voucher?

On the shopping cart page there are separate fields for coupon codes and gift cards/vouchers. Simply enter the codes and your payment amount will be reduced accordingly.

I want to purchase something that is less than the full value of my gift voucher. What happens to the balance?

If you buy something for less than the full value of your gift card/voucher, the balance will remain on your card to be used for a future purchase. If your order amount is more than the value on your gift card, after you enter the code during checkout, the balance on the voucher will be deducted from your order total, and you’ll only need to pay the remaining balance using any of the available payment methods.

How do I check the balance on my voucher?

Click here to check the balance on your gift card or voucher. If you have any issues, please contact us and we’d be happy to assist.

Is your website secure?

Of course it is! Our site meets all the standards you’d expect from a reputable online store. Payments on our website are handled by our secure payment gateway, PayFast. For more details on the security measures of PayFast, click here.

Do you sell or share my information with anyone?

Absolutely not! We hate spam just as much as you do! We take your privacy seriously, and will never share your personal information with a third party. Please see our Privacy Policy for more details.

Someone has sent me flowers anonymously. How do I find out who it was?

We’re sworn to secrecy! For privacy reasons, we cannot disclose any information from the sender, especially if they chose to remain anonymous during the checkout process.