Occasionally for reasons usually beyond our control our deliveries can arrive late or damaged. If this is the case you are entitled to the following refunds :-
All delayed items must be reported within two working days of your requested arrival date for us to take any action.
If for any reason a delivery attempt has not been made on your chosen date and time slot you are entitled to a refund for the cost of delivery only, not a full refund. If when you placed your order there was no additional delivery cost associated with your order we will refund you £5 as a token gesture for the inconvenience caused. No other refunds are given for late deliveries.
If due to the late arrival the goods are less than satisfactory we will always offer a suitable re-delivery or credit on a case by case basis, we are unable to give full refunds for late delivery under any circumstances.
In our Terms there are several regions listed that require up to two days to deliver to. We are unable to offer refunds for late deliveries to these areas.
All damaged or missing items must be reported to us within two working days of your order arriving for us to take any action.
If an item is missing from your order or damaged we will offer a replacement at no extra cost. If this is unacceptable a partial credit note or proportional refund will be offered on a case by case basis.
All issues relating to orders being left safe or with a neighbour must be reported to us within two working days of the requested arrival date for us to take any action.
If your order can not be found a full investigation will be launched to determine exactly where it was left, if after providing more details the order is still lost we will either resend or provide you with a credit note. Unfortunatly as we have proof of delivery a full refund will not be given.
All issues relating to orders being delivered to a 3rd party must be reported to us within two working days of the requested arrival date for us to take any action.
If your order was not made available to the intended recipient after being delivered to a 3rd party location we are unable to offer you a refund, credit note or resend.
If due to availability of flowers on the day we are unable to fulfil your order exactly we will endeavor to make contact with you to discuss the alternatives, failing that we will always send out an alternative bouquet of at least the same value. No refunds, credit notes or resends will be given under these circumstances.
If you have a complaint about our service please contact us as soon as possible so we can put into action a fair, confidential and effective complaint procedure. If your query concerns damage or non delivery of your order we will give the matter particular urgency and investigate the given circumstances fully.
We endeavour to respond to all complaints within two working days and resolve complaints within five working days.
As the UK's leading rose specialists, there's not much we don't know about roses. We offer a wide range of rose colours and quantities from 1-999 to suit any occasion. Your order is lovingly hand-crafted by real florists with many years' experience. We're a real florist in the heart of Lowestoft, the most easterly town in the UK. We only use long-stemmed 60-70cm premium roses, none of your 40-50cm long roses.
We are one of the original online florists, operating since 1999. Our vast experience means we can offer the very highest quality rose and flower gifts available today. Everything is made by us at our HQ in Lowestoft and then despatched out across the UK by Courier.
Please Note: We do not put your flowers into a ready made sleeve, we use real floristry skills to present your bouquet as the gift it deserves to be. A blooming lovely one.
All our products include a free delivery service, which in many cases will arrive on your chosen day, although they aren't guaranteed.
If you need to guarantee your order is delivered on a specific day or before a certain time, then we also offer a broad range of guaranteed delivery services from Royal Mail Pre 9am Special Delivery to DPD Sunday giving you the peace of mind that your order will arrive on time. These services offer full tracking from our door to yours.
Your order will be despatched in a custom-sized box to offer the optimum protection during transit.
When you place your order you'll see our new Gift Chooser where you can add as many extras as you like for a completely unique gift. Here's just a small selection of the type of extras we offer:
Plus, every order includes a password enabling your recipient to claim a free name-a-ROSE gift (usually priced £4.99).