Delivery failure and refunds

Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue, or may arrive damaged. If the recipient fails to receive any roses, or receives damaged roses, please contact us immediately so that we can arrange a re-delivery as soon as possible. We always use roses of the highest quality, purchased directly from the farms, from where they are shipped straight to us. Throughout this period they are constantly chilled and kept under optimum conditions until they leave our shop. If your roses are cared for correctly they should last for five days from the time of delivery. However, as our roses are a natural product, some may perish faster than others. In the rare case that this occurs we offer compensation at our own discretion. The damaged roses must be brought back to our shop or must be ready to be collected by our driver upon delivery of the compensation roses. Refunds will be done only through the Original Mode of Payment.

Changes to your online order

Orders can only be confirmed if the full amount due is paid immediately, either in cash, by credit or debit card, via PayPal or BACS transfer into our bank account. For events, a deposit of 50% of the total value must be paid four weeks before the event date.
* Standard orders for catalogue products can be cancelled until the day before the scheduled delivery and a full refund will be made. If any bespoke/custom-made products or services are required from us, specifically for the order, then 10 working days’ notice must be given for cancellation, in order to receive a full refund. For cancellations of orders exceeding the value of U$250, or equivalent in local currency, or for cancellations of orders which include equipment or vase rental, notice of 10 working days must be given in advance of the delivery / pick-up date. Cancellations less than 10 working days in advance might be subject to a 50% cancellation fee of the total order value.
* Equipment rental fee will be charged for items such as vases, containers, stands etc. This rental fee includes rental of the items for one week from the date of delivery. A deposit of 50% of the retail value of the rental items is required prior to delivery. In the case of items are broken, damaged or missing after delivery / setup, the deposit for these items will not be refunded.