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.
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.
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 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.
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.
What happens if the recipient is not at home?
If you are not home, the driver will leave your order in a safe place or with a neighbor. If this is not possible, your package will go to the depot and you will get a card. You can also leave special delivery instructions when you order.
What should I do if my order arrives damaged?
If your item is damaged, take clear photos within three days of delivery and send them to the customer team. They will check and quickly arrange a replacement or solution.
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.
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.
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.