Customer Service:
At RosesbyDesign, we are dedicated to providing an exceptional level of customer service. We value your floral business and patronage and recognise the importance of all your needs and any concerns you may have. We hope you will find this section of our site helpful and informative.

How to Contact Us:
You can contact us via email or phone Monday - Friday 10:00am to 6:00pm (GMT) Regretfully, our offices are closed on Sunday, so although you can still place an order with us online, you will be unable to contact us directly.

Live Help: Click the LIVE HELP link below to speak to one of our customer care team

Questions:

Quality & Flower Maintenance
At RosesbyDesign we pride ourselves on the quality of our products and services. It is important to remember that flowers are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. RosesbyDesign ensures only the freshest and highest quality flowers are hand selected and bought each day. Unfortunately once we dispatch our flowers a number of changes in condition may result in their longevity being reduced.

Care instructions must be followed thoroughly in order to increase the life span and enjoyment of your rose flowers. To assist in prolonging their life, we recommend cutting the rose stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for RosesbyDesign to guarantee the rose flower quality in every case.

Will a receipt be sent with the roses I order?
No, we do not send a receipt or any order details with the roses. The only information contained within the rose package is the delivery name and address. The reason being the majority of the roses we send are sent as suprise gifts.

What is the currency of the prices shown?
Our prices are Prices shown in pounds (GBP). If you need to convert the currency we suggest using www.xe.com

What happens if the recipient is not home at the time of delivery?
We will endeavor to deliver all orders as best we can, however on Mother's Day, if the recipient is not at home, the courier will leave the flowers in what he/she deems to be a safe location. If there is nowhere safe to leave the order at the residence, please have the roses sent to a business or safe residential location. In the event that our couriers deem the location unsafe, the flowers will be returned to dispatch and a RosesByDesign delivery notice will be left in the letterbox and inbox.

What if I'm not satisfied with the quality?
RosesByDesign prides itself on its superb quality and customer service. If flower quality is of concern, please contact us immediately. It is essential that we be informed within 3 days of receiving your flowers, so that our suppliers and production staff may be made aware. Every effort is made to ensure that our customers receive the product and service that they expect. For this reason we strive to satisfy every RosesByDesign customer. All feedback is encouraged, both positive and negative.

What if I want to cancel my order?
Please be aware that once your order has been placed, there will be no changes or cancellations permitted under any circumstances. Therefore, it is important to make sure that you have double-checked ALL details on your orders including names, addresses, dates and card messages.

What if I have to change some details on my order?
All orders are final and no changes may be made to the delivery address, recipient name, card message, order value and/or contents of your order or for any other reason not mentioned.
In special circumstances (which is decided by the discretion of RosesByDesign) we may change details, however we do need at least 48 hours notice prior to delivery to make these changes.

What if I need to request a delivery time?
During peak times such as Mother's Day, we offer FREE standard UK delivery, this option has no choice of delivery time. However you can upgrade your delivery options by adding next day delivery pre 9am or next day delivery before 1pm. All business deliveries are guaranteed to arrive during office hours (by 5pm) and residential addresses before 7pm (local time). Unfortunately, the demand upon our resources at traditionally busy times of the year is very high and we are unable to offer timed deliveries of any kind during the period. If there is any uncertainty as to the recipient's location or movements that day, we recommend that the flowers be sent to their residential address.

Are there any additional charges?
Due to the high demand experienced on Mother’s Day and Valentines Day supplies are limited and prices are subject to change at any time during the period. We advise that all orders be placed as early as possible to ensure success.

Has my order been processed successfully?
Please assist us in the ordering process by ensuring that all fields are filled in correctly and that you have double-checked both your card number and the expiry date. When your order is placed online, it does not mean that your credit card has been approved straight away. If for any reason your credit card is declined, a member of our sales team will endeavor to contact you by telephone, and if unsuccessful, via email.

Has my order been received successfully?
After an order has been placed online at rosesbydesign.com, you will be sent an automatic confirmation confirming receipt of your order via email. A second email will be sent once the order has been processed, which will show the total amount minus any discounts, gift vouchers, promotions etc.

Why are flowers on Mother’s Day and Valentines Daymore expensive?
The demand for flowers especially roses is far greater than supply. This is the case in all other countries that celebrate Mother's Day and Valentines Day. On every popular traditional flower giving occasion the UK market has to compete with other countries for quality flowers. To cope with the phenomenal increase in demand that occurs once a year, and to ensure that we maintain the 'RosesByDesign' standard and quality of flowers that you have come to expect, it is necessary for us to raise our prices.

Do you only deliver personalised roses?
Although we do specialize in superb quality personalised roses, we also stock a large variety of other products, such as silk roses, rose petals, and many more! You can also order an exclusive assortment of handmade chocolates, exquisite champagne and wine, adorable teddy bears - to name just a few of the extra gifts we offer. Our creative team of floral designers can arrange any personalised gift to meet your specifications and suit any occasion.

Where do you deliver?
We can organise delivery for you throughout the UK and Europe.

How do I know if you received my order?
As soon as your order has been placed online, you will receive an automatic email confirmation of receipt of your order. A member of our sales team will then go over the finer details of your order, so as to meet any special requirements you may have, we will notify you if we cannot meet one of your requirements. Once your order has been successfully processed, you will receive a second email confirming payment and delivery details.

What methods of payment are acceptable?
For orders placed online, we accept Switch and Solo and all major credit cards: VISA, MasterCard, American Express & Diners Club.

Have my flowers been delivered?
In order to avoid disappointment, we are unable to provide an indication of approximate delivery time, as it may change over the course of the day.

What if the recipient is not home upon delivery?
Should the recipient not be home when your delivery is made, the following may occur:

The flowers will be left at the recipients front or back door, if:
a) Requested to do so by the sender; or
b) If our experienced couriers deem it safe to do so

or

A calling card will be left on recipient's door or in their letterbox asking them to call the florist and arrange a convenient time for re-delivery (charges may apply for re-delivery).

What happens if I change my mind?
Should you wish to change the delivery address or items you wish to send and your order HAS NOT already been expedited, we can change the order for you. Delivery charges may apply to the new address to which you wish to send and delivery on the desired date will depend upon the time at which you notify us of the changes.

What happens if I supply the wrong address?
Please be especially careful when providing delivery details. The more information you can provide the better! If an incorrect address has been supplied, a redirection or redelivery fee of up to £15 will apply and the time of delivery to the correct address will be dependent on the time of day we receive the correct information.

What if I need to request a delivery time?
RosesByDesign offers an untimed delivery service, whereby we aim to deliver to most business address by 5:00pm and to residential addresses by 7:00pm. This delivery service does not guarantee any specific time requests

Are my details secure when ordering online?
Our site, www.rosesbydesign.com uses repetable and secure payment providers. All information you send to them via the Internet when making your payment will be encrypted. If any other user intercepts the communication they will only be able to view an encrypted form. This makes it almost impossible to be intercepted by an unauthorised party.

What if I want to cancel my order?
Should you need to cancel your order, money will be refunded less a £15 administrative fee ONLY IF notice is received by RosesByDesign 24 hours prior to the scheduled delivery date. Cancellations received with less than 24 hours notice will be charged at 50% of the total order value. We are unable to cancel orders that are already prepared and are with our courier for delivery.

What other payment choices do you offer?
We offer secure online credit/debit card payments as well as the option to pay using a cheque or postal order. Once your online order has been submitted you have 5 working days to send your payment via cheque, if this is the option you choose. A further 3 working days is required to process the cheque. Cheques should be made payable to Roses By Design Ltd, and posted to the address below: