The majority of our shipments are sent by City Link - delivery will be made on the next weekday after we despatch the goods. Parcels sent on a Friday will arrive on the Monday (unless this is a Bank Holiday). Saturday deliveries are only available at extra charge.

If for any reason City Link are unable to make the delivery they will leave a card quoting their Job Number, and they will automatically try again the following day. If you do not want delivery the following day, you must contact them before 5.30pm.

If they are unsuccessful with the second delivery attempt, the goods will be returned to your local depot, where they will stay until the fifth day - awaiting your collection.

Tracking Your Parcel
Make a note of your Order Reference, which will be in the form of 'Rxxxxx', then visit the City Link Tracking page and enter your Order Reference. You may also need your delivery address postcode.

If you have any query regarding the actual delivery, contact City Link direct on 08444 930 930 - please only call us if you are unable to resolve the issue with City Link, as once we have entrusted your goods to them, delivery is their responsibility and we have no control over their systems.

• When will my parcel(s) be delivered?
• Can I reschedule the delivery of my parcel(s)?
• My parcel(s) has not arrived as expected, what do I do?
• What do I do if I receive an Attempted Delivery card?
• Can I arrange to have my parcel(s) redelivered?
• Can I arrange to have my parcel(s) delivered to a different address?
• Can I arrange to have my parcel(s) delivered on a Saturday?
• Can I arrange to collect my parcel(s) from City Link?
• What proof of Identification do I need in order to collect my parcel?
• Where is my local City Link Depot?
• What are City Link's depot opening hours?
• How long will City Link keep my parcel before returning it to Rainbow?
• My delivery has some parcel(s) missing, what do I do?
• My parcel(s) is damaged, what do I do?
• Some of the contents are damaged, what do I do?
• Some of the contents are missing what do I do?

When will my parcel(s) be delivered?

If you are expecting a delivery by City Link you can track your parcel(s) online using your Order Reference ("Rxxxxx") and your Postal Code (United Kingdom only). This will also give you the City Link Job Number of the consignment ("LXxxxxxx") that you should make a note of. Deliveries are made between 07.30 and 17.30, it is not possible to be more specific due to the driver's varying route & schedule.

Can I reschedule the delivery of my parcel(s)?

If City Link attempt delivery on a day that you are not available, they will automatically try again the next working day (excluding Saturdays). If you wish to receive your delivery on a different day please call them on the telephone number on the bottom of the card left by the driver. You must do this before 5.30pm on the day that you received the card, to prevent the automatic second attempt.

My parcel(s) has not arrived as expected, what do I do?

Use your Order Reference ("Rxxxxx") to Track your Parcel or use that to obtain the Job Number and Contact Them

Only contact Rainbow Florist Supplies if you are unable to resolve your issue with City Link - once the parcel(s) have been dispatched, delivery is their responsibility.

What do I do if I receive an Attempted Delivery card?

If you have been left a card by a City Link driver please read the instructions on the card. If it is the first delivery attempt the driver will automatically try to redeliver on the next working day (excluding Saturdays).

If this is the second card you have received then it will be necessary for you to collect your parcel(s) from your local depot. For more information and to find the location of your local depot Track your Parcel(s)

Can I arrange to have my parcel(s) redelivered?

City Link always attempt to deliver your parcel(s) twice.

If they are unsuccessful on the first attempt then they will automatically try again on the next working day (excluding Saturdays). If you wish to receive your delivery on a different day please call them on the number on the bottom of the card left by the driver or Track Your Parcel to obtain your local depot contact details by clicking on the Delivery Depot name.

If City Link have attempted to deliver your parcel(s) on two separate occasions then it will be necessary for you to collect your parcel(s) from our Depot. If they are requested to make a delivery (for the third time) a charge will be levied.

Can I arrange to have my parcel(s) delivered to a different address?

City Link receive the delivery address from us, their customer - they cannot take changed instructions from you. If you wish to change the delivery address then you will need to contact us to see if this is possible. If City Link agree to change the delivery address then they will inform us of the change and they will act accordingly.

Can I arrange to have my parcel(s) delivered on a Saturday?

A Saturday delivery must arranged at the time of order, at extra charge. You cannot subsequently contact City Link and request it. If you would like to arrange a Saturday delivery, please contact us for a quote, and City Link will then advise City Link of any changes to their original delivery instructions.

Can I arrange to collect my parcel(s) from City Link?

Yes you can arrange to collect your parcel(s) from your local City Link Depot yourself. For more information and to find the location of your local depot Track your Parcel(s).

If you have been 'carded' twice, you MUST collect from the depot.

What proof of Identification do I need to collect my parcel?

Please take the card left by the driver together with two of the items from the list below:

• Recent utility bill
• Driving Licence
• Passport
• Bank Statement

Wherever possible please take at least one form of photo ID.

Where is my local City Link Depot?

If you need to collect your parcel(s) from your local depot please Track your Parcel online where you will find the depot address, contact details and driving directions, or refer to the card left by the driver. For depot and office addresses please visit City Link Locations. Parcel Collection Points are open Monday to Friday from 08.00 to 20.00 and 08.00 to 12.00noon on a Saturday at most depots - for more details visit City Link Locations

How long will City Link keep my parcel before returning it to Rainbow?

City Link keep all parcel(s) for 5 working days after attempting delivery. They will then automatically return the goods to the sender (us) and charge us for the service.

My delivery has a parcel(s) missing what do I do?

If you know that you were expecting more parcels than have arrived, contact City Link first - the stray may simply be delayed in their system and arrive the following day.

Otherwise contact us and we will endeavour to trace the stray parcel.

My parcel(s) seems damaged in transit what do I do?

Firstly, please DO NOT refuse to accept the delivery, this will result in further charges and quite possibly further damages. Do not accept recommendations from the driver to refuse the goods.

Please accept the delivery and carefully check the contents - for instance in consignments of multiple glass vases they will not ALL be damaged. Then contact us and provide details of the specific damage. We will then provide you with a solution and take the matter up with City Link.

My parcel is missing some contents what do I do?

If you find that some contents seem to be missing, firstly please check the paperwork to see if you have been charged for them. If you have been charged, please check thoroughly - sometimes we put small items inside larger items both to protect them and save space in the box. As we recycle packaging, do not rely on the description on the box to indicate the contents of the parcel.

If you cannot find the missing items, contact us and provide details. We will then provide you with a solution.

Some of the contents are damaged what do I do?

Please contact us and provide us with the details of the damaged items. We will then determine the next course of action.