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Customer Service

Walter Knoll Florist is the leading provider of thoughtful gifts, helping our customers connect with the important people in their lives, so it's important that our customers stay connected to us. To further assist you, we've provided answers to any inquiries you may have about our service.

Walter Knoll Florist Customer Service

Contact Us Online

Floral Consultant Hours

24/7 (365 Days)
Customer Service Same As Physical Store Hours

Physical Store Hours
M-F 8am-6pm
Sat 8:30am-5:30pm
Sunday 9-1
Phones Answered 24 Hours

Address View All Locations
Walter Knoll Florist St Louis (MO) Missouri
2765 LaSalle St
On Saint Louis' Historic Florist Row
Saint Louis, MO 63104

Phone
1-800-341-ROSE (7673) (toll free)
314.352.7575

Policies & Procedures

We are dedicated to delivering your floral and gift orders in a timely manner. The actual time and date your order is delivered is affected by the time of day your order is placed, the method of delivery or shipping you select, weather conditions, and whether or not the destination is a remote location. Our delivery policies explain the delivery options available to you and how we process orders.

Delivery Status

Please consider your order delivered on the delivery date you requested if you receive a confirmation. If we have any difficulties with your order we will contact you by telephone and/or e-mail. You may check the status of your order using the order status link in the top right hand corner of this page. On Saint Louis metro deliveries we have real time data on orders. Out of town it normally takes about 1/2 hour during business hours to get a status.

Floral Deliveries to the U.S. and Canada

Note all transactions are in US currency. In the U.S. and Canada, same-day delivery is generally available Monday through Saturday on orders received before noon in the recipient's time zone (excluding holidays and peak floral delivery periods). Orders received after 12:00 pm in the recipient's time zone may be delivered the next delivery day. We can make deliveries on Sundays and most holidays if we have the order the day before. Same day may be possible but you should allow us the latitude of the next day delivery. Please make sure that your order information is accurate and complete in order to avoid delivery delays. This would include the apartment or suite # if needed, and most especially a current telephone number for the recipient.

Incorrect Address/Re-Delivery

Changes to address information or incorrect addresses after the order has been placed resulting in a re-delivery will be subject a $10.00 charge. This is a very nominal charge for a second delivery service. Many times the custom made bouquet has had to be completely remade. We find the USPS.gov web site very helpful to verify addresses. If at the time of placing an order you are not sure of the address let us know - we have many tools to help track down an address. It is not necessary to have the complete address of a hospital or funeral home - the name of the patient or deceased and the city and state is all we need. We verify all hospital and funeral home data before we send a delivery as part of our service. On Fedex/UPS/DHL shipped items, incorrect address may result in non delivery and no recovery of costs. Please be sure to enter correct address.

Floral Order Delivery Times

As a rule, deliveries are made during normal business hours (9 AM to 6 PM). At time of purchase as part of the checkout you are given an option for a delivery within 4 hours for same day and before noon for next, This express service is at an additional charge. On funeral orders we check with the funeral home and will make every effort to have flowers sent at the time specified by the funeral director. <big>Outside of the above situations we are unable to guarantee delivery requests for a specific time or within an hourly range <font color=red>unless verbally agreed. </font color=red>Requests may be taken for either an AM or PM delivery with a verbal confirmation, but they cannot be guaranteed without an additional fee required for express special delivery. Please note that additional delivery specifications such as "Deliver by 10am" if placed into special instructions may incur an additional charge.</big>

When the Recipient Is Not Home

We will leave the delivery with a neighbor or manager and attach a note to the recipient's door stating who accepted the delivery on their behalf. We will normally call the number provided at order time for the recipient and leave a message that the delivery has been made and where it is. In rare cases we may also leave a note on the recipient's door asking the recipient to call us and arrange a convenient time for re-delivery. If the recipient is at work all day, we suggest sending the arrangement to their workplace. Incomplete or incorrect addresses or or incorrect or missing phone numbers may delay delivery. We employ professional delivery personnel who will find the best delivery choice for your special gift. Options such as "call before delivery" do not work because the bouquet/gift has been custom made and the delivery personnel and equipment is scheduled and routed. If there is no answer and we do not send the delivery it would have no chance of meeting the expectations set at the time the order was placed. Many times the best option is to send the delivery to a workplace.

Sunday Delivery

In the Saint Louis Area we deliver on Sunday and even offer same day Sunday delivery if we have the order by noon. If your order is out of town, due to limited availability of affiliate florists open on Sunday, we cannot guarantee delivery on Sunday. We will try very hard to get your order delivered on Sunday and in most cases we are successful, however, Monday will need to be an option for delivery if Sunday is not available.

Anonymous Card Messages

At Walter Knoll we have the policy that if the recipient calls and requests the name of who sent the gift we will reveal the name of the sender. It may seem funny or cool to send flowers that have a card like “Guess Who” or “Your Secret Admirer”, but the first thing the recipient does is to call us and many times they are very upset. The recipient may believe they are being stalked and their personal safety is at risk. For that reason, when asked, we tell them who placed the order.

International Floral Deliveries

Due to the various time zones between the U.S. and other continents, same day delivery is not available. We can only guarantee delivery dates for orders received three business days in advance. You must call us to place an international delivery order; they cannot be ordered online. Many times the order is delivered within 24 hours, but please allow 72 hours to be safe.

Gift Items Shipped Directly

Several of our gift items are shipped directly through Federal Express, DHL, or UPS. At this time, we are unable to ship to PO Boxes, hotels, or hospitals. Cut-off times for same-day shipment and available shipping options are clearly marked on the order form for each item. The date your order will be received will depend on the shipping date and the shipping method you select. Items shipped UPS Ground can take 3 to 7 business days, and delivery dates are not guaranteed. Items shipped Overnight or 2-Day are guaranteed to be delivered within that period. Please note that the guaranteed shipping options are based on business days, so an order shipped on a Friday by FedEx 2-Day would be delivered on the following Tuesday.

Cancellation Policy

Although we process your request at the moment we receive it during business hours, it is sometimes very difficult to get cancellation requests completed in a timely manner. Our network ranges throughout the country and because of the importance placed on a timely delivery of your order and various time zones, it can sometimes be very difficult to stop or cancel a delivery attempt or a placed order. Cancellations must be done prior to delivery, and in all cases within 24 hours of placing your order. Any cancellation requests after this period cannot be guaranteed and are subject to a 20% charge. Please note that cancellations via email are not accepted.

Substitution Policy

Due to various seasonal and regional conditions, and the variety of unplanned issues courtesy of Mother Nature, availability of some flowers may be very limited in certain areas. Also, specific flower varieties or colors may not be available for delivery on a specified day. Therefore, it is possible that the exact bouquet pictured or requested may not be available for delivery.

In this event, the local florist will deliver a second choice of similar flowers and a similar container of equal value and beauty. Every effort will be made to maintain size, shape, and overall color schemes of an arrangement, but there may be some variance due to designer interpretation. In single variety arrangements, variety will take preference over color. Our goal is your complete satisfaction, rest assured that every effort will be made to provide an arrangement of equal or greater value.

Deliveries to Schools

There are issues with deliveries to schools that customers should be aware of, Floral orders are delivered to the office, sometimes the office does not notify the recipient that a floral order is in the office, oftentimes on holidays such as Valentine's Day the office will refuse the delivery. It is the policy of Walter Knoll Florist that when we arrive at the school with the flowers our obligation is finished. That is, if the flowers do not make it to the recipient we still need to be paid.

Deliveries to Hotels

Hotels have special issues in sending flowers to a guest. First the guest may not have checked in at the time the gift arrives. Secondly, many times guests are not registered under their name. When sending flowers to a hotel guest it is best if you give us the room number, arrival date and time, cell phone of the guest, any other names that they may be checked in under. We are not allowed to deliver to the guest's room and we must leave them with the bell man or receptionist, many times we may need to tip the bell man - if so an additional charge will added to your bill. Our responsibility ends at the time the flowers have been delivered to the hotel, If the flowers are never delivered by the hotel to your recipient you will still need to pay for the flowers.

Billing Inquiries

You may either call, fax, email or enter a customer service contact within our web site and ask for additional information about your credit /debit or house charges. We will be happy to send additional information either directly on the phone, fax, postal mail, or email. Be aware that if we get a call that has the credit charge information in hand (i.e. Date, Amount, and CC number) we will reveal the information about the order.

Incorrect Address

Changes to address information or incorrect addresses after the order has been placed resulting in a re-delivery will be subject a $10.00 charge, This is our normal delivery charge.

Asking us to Call Before Delivery

Many times customers ask us to call before we make a delivery. This does not work well because of the fact that each order is custom made and our delivery drivers are scheduled to deliver on a route. If we call and get no answer, what are we to do? We could wait until we hear back, or keep calling but in that case the driver may have left and the delivery may not be made that day. It is our policy that if asked to call we will, but if there is no answer or a voice message, we will still deliver.

Information Logging

At Walter Knoll Florist we make use of several state of the art systems. All IP addresses are logged that are accessing and placing orders on our systems. Telephone calls may be recorded. Walter Knoll Florist makes use of CATV DVRS at all of our locations. All emails are logged. All fax are saved electronically. All checks and payment documents are scanned and saved electronically. We do not share this data with any one. We make use of this data for fraud resolution and training.

Currency

All transactions are in US currency. All inclusive pricing includes a $9.99 delivery/handling fee but does not include sales tax. In the U.S. and Canada, same-day delivery is generally available Monday through Saturday on orders received before 3 p.m. in the recipient's time zone (excluding holidays and peak floral delivery periods). Orders received after 3:00 pm in the recipient's time zone may be delivered the next delivery day. There are no delivery guarantees on Sundays and legal holidays without verbal confirmation. Please make sure that your order information is accurate and complete in order to avoid delivery delays.

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LOCATIONS Walter Knoll Florist Downtown Saint Louis Store: 2765 LaSalle St (Our Main Store) Saint Louis, MO 63104-1917 (314) 664-5050 Walter Knoll Florist Hampton: 4620 Hampton Ave just south of Hampton Village Saint Louis, MO 63109-2714 (314) 633-8795 Walter Knoll Florist Ballwin: 14751 Manchester Rd 3/4 of a mile west of 141 Ballwin, MO 63011 (636) 227-0022 Walter Knoll Florist O'Fallon: 2516 Highway K Ofallon, MO 63368 636-240-6699 Walter Knoll Florist South County: 9926 Kennerly Rd (Across From St. Anthony's Hospital/ Near St Louis Bread) Saint Louis (County), MO 63128-2704 (314) 633-8800 Walter Knoll Florist Arnold Greenhouse: #2 Knoll Pl Just off Hy21 west of 141 Arnold, MO 63010 314.633.8770 Walter Knoll Florist St Louis University: 20 N Grand Ave St Louis Univ Busch Center Lower Level Saint Louis, MO 63103 314.535.0606 WKF Events & Weddings: 2765 Lasallle St Saint Louis, MO 63104 (314) 633-8780 Harold's Wholesale Florist: 2755 LaSalle St Saint Louis, MO 63104 (314) 352-2134 Walter Knoll Florist Garden Center & Greenhouse: 1010 California Ave at LaSalle Saint Louis, MO 63104 (314) 633-8775 Walter Knoll Florist Corporate Offices: 2765 LaSalle St St Louis, MO 63104 (314) 352-7575

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