Can I place an order over the telephone?
Yes, you can usually place orders by phone at 0800 808 ROSE (7673) or +44 1502 564488 for international customers. Lines are open Monday to Friday from 9:30 am to 5:00 pm and Saturday from 9:30 am to 3:00 pm. During busy times, messages may be taken and calls will be returned as soon as possible.
Can a message be added to an order?
Yes, you can include personal messages with any order. A selection of message ideas is available on the order form for inspiration. Each message adds a thoughtful touch to your gift.
Is international delivery available?
Currently, we only deliver within the United Kingdom and Northern Ireland. Unfortunately, international delivery is not offered at this time. Updates about shipping areas will be shared on the website.
What should I do if my order arrives damaged?
If an item arrives damaged, take clear photos showing the problem within three days of delivery. Send the images to the customer team for review. A replacement or solution will be arranged quickly after assessment.
What happens if the recipient is not at home?
Delivery drivers are instructed to leave the order in a safe place or with a neighbor if no one is home. If it is not safe to do so, the parcel will go to the depot, and a card will be left. You can add special instructions during checkout in the “Additional Comments” section.
Can an order be scheduled in advance?
Yes, you can place orders up to 12 months in advance. Payment will be taken at the time of ordering. This option is great for planning ahead for anniversaries, birthdays, and special events.
Can a gift be sent anonymously?
Yes, you can send gifts without revealing the sender’s name. However, due to data protection laws, we cannot disclose sender details. The customer team can contact the sender on your behalf if needed.
What are the customer service operating hours?
Phone lines are open Monday to Friday from 9:30 am to 5:00 pm and Saturday from 9:30 am to 3:00 pm. You can leave messages outside these hours, and we will respond as soon as we can.
Can delivery instructions be customized?
Yes, you can add specific delivery requests like “leave with neighbor” or “safe place.” These can be included in the “Additional Comments” box when you place an order. This helps ensure the delivery process meets your preferences.
How far in advance can I choose a delivery date?
Orders can be pre-booked weeks or even months ahead. Just select your preferred delivery date during checkout. This feature helps make sure gifts arrive on special occasions without last-minute stress.