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.

Replacement Policy 

Typically, your flowers should last a minimum of 5 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 5 days, please provide 2-3 images of the roses both close up and from a distance in the vase and email us at info@rosesonly.co.uk 

Upon assessing the images provided we’ll be happy to replace them if we can see they have perished despite proper care being provided. We are unfortunately unable to replace flowers if they have been disposed of without images being taken.

Cancellations

Orders may be cancelled and refunded, or have an alternative delivery date as long as the order has not been prepared, packed and allocated to the courier. Please contact our Customer Service on 0208 894 4830 or email: info@rosesonly.co.uk to discuss your options.

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

We will not take liability for any deliverable made where the recipient is not at the destination provided.

Special Requests

Unfortunately, we are unable to take any requests with regards to delivery.

Valentine's Day

Our early bird prices are the best rates we can offer pre-valentines. From the 7th of February, our prices increase since 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. 

Non-Delivery 

If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift (front/back of the house or with reception/neighbour).

If the recipient is not home, our drivers will leave the box of roses outside the house where they deem safe.

Please be aware that if the courier finds no safe place to leave the order, delivery may be re-attempted the next day. An unsafe delivery might be if there is no sheltered place to leave the roses, or if there is no access to the building or apartments/flats.