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Customer Service

Customer Service

Our brand is synonymous with a fantastic product backed up with exceptional customer service.

Rose Varieties

Roses come in all shapes and sizes. That is one reason why they are so loved. Some varieties open fully while others stay closed. Some are fragrant, others are known instead for the beauty and elegance.

In the colder months the variety of roses available is not as broad as in the warmer ones. Typically roses that grow well in colder weather are also a little less fragrant. This isn’t to say their quality is any less, it is just part of the rose’s natural variations.

Flower Care 

Roses are, of course, a natural and perishable product. They react to their immediate indoor environment as well as external weather conditions. Drawing on our two decades of experience, we choose each flower by hand, ensuring only the freshest and highest quality blooms reach our customers.

We try to minimise the number of changes in condition which can reduce the longevity of our flowers. Once they are dispatched this is out of our control, so each package arrives with care instructions to help you look after them.

Please follow the instructions thoroughly to ensure maximum life of your flowers. We recommend cutting the stems at a sharp angle to maximise water absorption and to change the water in your vase daily. Air conditioning, extreme heat and changes in climate can all have an adverse effect. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers.

Three Day Return Policy

Typically, your flowers should last 5 to 7 days. All our flowers arrive with care instructions to help you get the most from them. Should you find that despite following these instructions your flowers perish within 3 days, please let us know and we’ll be happy to replace them.

If you do experience any problems please call us within three days of delivery, and keep hold of the flowers. We will either come to collect them or ask for images to help us understand what has gone wrong with our quality control. We’re unfortunately unable to replace flowers if they have been disposed without images being taken.

Cancellations

You may cancel an order with us without charge at least 24 hours before the scheduled delivery date. Within 24 hours, we do charge a £15 fee (alternatively you can opt for store credit for the full order value without the fee). Unfortunately, we are unable to cancel orders which have been prepared and are ready for delivery, so cancellations received on the day of delivery cannot be fulfilled. In all cases please call us to discuss your options. We are always as flexible as possible.

Refunds

Please call us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right.

Where a refund is there most appropriate resolution, please note that funds are credited back to the card or PayPal account they originated from.

Valentine's Day

Running up to Valentine's Day there is a huge demand for roses, and we find that costs from the best producers can nearly triple, which has an impact on our gift boxes. We don't want to compromise on our quality finish, so we want to make sure our returning customers know the reason behind the price differences for our Valentine's collection.