Frequently Asked Questions

Do you really deliver only roses?

We do specialize in superb quality roses, but we also stock a large variety of other fantastic flowers, such as gerberas, lilies, tulips, irises, orchids and many, many more! You can also order an exclusive assortment of Lindt 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 gift to meet your specifications and suit any occasion.

Can I buy a gift voucher?

1. Please call 1300 767 376 and ask one of our staff to help you with the inquiry.


We either post or email our Roses Only gift certificates, to yourself or directly to the recipient. Some additional costs will apply for the express posting. Email delivery is done at no cost to the Customer.

What is your gift reminder service?

As a Roses Only member, you will never forget an important occasion again with our personal gift reminder service. You must be a member to access our free reminder service, so if not - please join now! Once you have signed in, simply follow these quick and easy steps:

1. Sign in under our Member Login section;
2. Click on our Reminder Service;
3. Click on Add Reminder;
4. Select a Title for your reminder, any message to yourself, the date on which you would like to receive the reminder and the date of your occasion you wish to be reminded of;
5. Click Submit; and
6. Click Add Reminder if you wish to continue adding more dates to remember.

What if the recipient is not home upon delivery?

Should the recipient not be home when your delivery is made by one of our direct couriers, the following may occur (practice varies slightly between States):

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 under the recipient's door or in their letterbox asking them to call the florist and arrange a convenient time for re-delivery (however, charges will apply for re-delivery and sending the fresh flowers).

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 and refreshment fees of $15 - $30 AUD will apply. Time of the delivery to the correct address will be then dependent on the time of day we received the correct information.

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 Roses Only 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 dispatched with one of our couriers.

Can I make changes to my order?

Changes can be made to your order but some conditions apply. Please notify us immediately, by email or direct phone call, should you wish to make any changes to your order. A fee of min. $15AUS will apply should you wish to redirect your order to a different address. Be advised that successful redirection for same day delivery will be dependent on the time of day your change has been made. Regretfully, once delivery has been made at the original address provided, we cannot resend the same item to a new address. Once your order is en route for delivery, changes like card message spelling or content, cannot be made.

Phone: (02) 8346 9333
International: +61 2 8346 9333
Email: Contact us

What if my credit card is declined?

Please assist us in the ordering process by ensuring that all fields are filled in correctly (ea. allow no spaces between digits) and that you have double checked your credit card, expiry date and CVV numbers. You will be notified online immediately if the transaction was succesful or not. If for some reason your credit card transaction is continuously declined online (and you have already contacted your bank to resolve the problem) you still have option to send your order to our Online Service Staff and contact us later to clarify the issue.
Your declined order will be kept with the Call Centre staff for up to 48 hours and then cancelled, if we will not hear back from you.

Are my details secure when ordering online?

Our site is secured using a VeriSign Digital Certificate. This ensures that all information you send to us via the Internet 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, as long as your browser supports the use of encrypted data transmissions.
You will know you are in a secure environment when ordering on www.rosesonly.com by the appearance of a security notice when you enter a secure page (depending on browser security settings. As well, a secure icon will appear on your browser. For example, on Microsoft Internet Explorer, it is a lock icon and for Netscape, it is a key icon. A secure site can also be identified by the site’s address. For example, when you go to our online order page, you will notice that the address starts with 'https://', while pages that are not secure are void of the ‘s’ 'http://'.
Digital Certificates, technically referred to as ‘Secure Sockets Layers’ (SSL), are used internationally by all major E-commerce sites. The industry standard for encryption technology, SSL, is compatible with Internet Explorer, Netscape and most other browsers. For more information on SSL digital certificates please www.verisign.com or contact us via email.

How can I set up an account?

If you are thinking about purchasing our products and services frequently, we can make ordering easy and hassle free. To obtain an application for an account please call our Accounts Department on (02) 8346 9311. Please be advised that the process is not instantaneous and may take a few days to complete.

Want to send something that isn’t here?

Why not call our friendly Sales Team? Speak to one of our Customer Service Representatives, Monday to Friday between 7:00am and 7:00pm and from 8.00 am to 5:00pm Saturdays (AEST). Call us on 1300 767 376 or from outside Australia, on +61 2 8346 9333.
You can also contact us via email with any specific enquiries.

What is the currency of the prices shown?

All prices are shown in Australian Dollars (AUD). The exchange rate (as per the day of transaction) will be used to convert the amount to the currency used in your country of origin.

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 amend it 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. If your order HAS been sent already, a fee of min. $15AUS may be charged to redirect your order and delivery for the desired date may depend on the time at which you make the changes.

Have my flowers been delivered?

In order to avoid disappointment, we are not able to provide an indication of approximate delivery time, as it may change over the course of the day when sent on our Standard Delivery Service.

Are there any additional charges?

Delivery charges are applied based on your delivery location and delivery date & time. They are calculated at the check out.

Our Standard Delivery charge of $9.50 applies to each order generally placed before 10am on the day of delivery for most locations (which means orders will generally be delivered to most businesses before 5:00pm or residential addresses before 7:00pm).
When ordering online, you will be advised of the charges applicable to your particular order and delivery requirements at the checkout page.

Roses Only representative may also contact you (by telephone OR email) for the approval of any extra charges that may be incurred for your requested delivery time ( if you did not select automatic option available online).
Once your order has been sent, additional charges may apply should you wish to change the delivery address ( subject to availability).

What if I need to request a delivery time?

Roses Only offers a Standard Delivery Service whereby we aim to deliver to most business addresses before 5:00pm and to most residential addresses before 7:00pm (AEST). Our Standard Delivery Service does not guarantee any specific time requests. Should you wish for a specific timed delivery throughout the day (eg. 1:00pm), an additional VIP delivery fee will apply to ensure your delivery requirements are met on time. Please select your desired time when ordering online (Step 3 at the check out page) or advise Call Centre operator during the phone order placement. Further delivery conditions may apply depending on both the time of day your order is placed and distance to your desired destination.

What is the deadline for placing an order?

MOST Australia-wide deliveries are guaranteed same day delivery if placed before 10:00am (AEST Monday-Saturday). We ensure that all deliveries reach business addresses (when both company names and contact numbers have been provided) before 5:00pm (AEST). Residential addresses will arrive at any time in the day up to 7:00pm. Deliveries are still accepted after 10:00am (AEST), however a private courier may be required. Conditions apply for late delivery and additional courier fees. As a general courtesy, we advise that all International orders be placed 24 - 48hrs in advance of your desired delivery date, to avoid potential delivery problems.

Where do you deliver?

We can organize delivery for you almost “anywhere on Earth” (wherever there is a willing florist). Roses Only extends to over 100,000 outlets worldwide. There are however limited number of countries that are unable to grow roses or may not be able to import them (they will have some other flowers on offer, though). This is not to say it is impossible to have roses delivered there - we can always try for you! Please feel free to call one of our friendly Customer Service Representatives on 1300 767 376 or contact us via email for prices to the countries which are not listed online.

What methods of payment are acceptable?

For orders placed over the telephone and online, we accept all major credit cards: VISA, MasterCard, American Express & Diners Club. There is an additional and convenient option of paypal payment (for online Customers only). Should you wish to place your order over the telephone and do not have a credit card, we do accept Australian Postal Money Orders. Please post all money orders to Accounts Receivable at our Head Office location: Roses Only, 57- 59 Dunning Avenue, Rosebery NSW 2018, Australia. Be advised that payment must be received before your order may be processed. For in-store purchases, we also accept EFTPOS and cash payments.

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 with the website ID (000000 - six digit numeral sequence), confirming order placement. Once your order has been checked by a member of our Online Sales Team, you will receive a second email with our standard order number (RO 000000 - RO plus six digits numeral sequence) confirming payment and additional delivery details.

Do you deliver on the weekend (or public holidays)?

Yes, we do deliver on the weekend. However, our cut off time for placing an order intended for weekend delivery is generally 10.30am (AEST) on Saturday. Some areas may also be cut- off the day before. After 10:30 am on Saturday, there may be delivery restrictions and additional charges may apply. Delivery on Public Holidays varies nationally and we advise that you confirm any queries for delivery on such days by calling one of our Customer Service Representatives on 1300 767 376 or contact us via email.

Click to see a list of Australian Public Holidays & Important Dates for 2009