Customer Service
At Roses Only, we are dedicated to providing an exceptional level of customer service. We value your patronage and recognise the importance of both your needs and any concerns you may have. We hope you find this section of our site informative.
How to Contact Us
You can contact us Monday to Friday at any time and between 8am - 8pm on Saturday. We will also be available Sunday the 12th February 8am - 6pm.
Phone: 1300 767 376 or International: +61 2 9287 6666
Fax: 1300 799 855 or International: +61 2 9261 0323
Email: Contact us
Please be advised that if contacting Roses Only Customer Service delays are to be expected due to the high number of calls over the Valentine's Day period.
Frequently Asked Questions
1. Why are flowers on Valentine's Day more expensive?
The demand for roses, particularly red, is far greater than supply. This is the case in all other countries that celebrate Valentine's Day. Every Valentine's day, the Australian market has to compete with other countries for quality roses. To cope with the phenomenal increase in demand that occurs once a year, and to ensure that we maintain the 'Roses Only' standard and quality of roses that you have come to expect, it is necessary for us to raise our prices.
2. Has my order been received successfully?
After an order has been placed online at rosesonly.com.au, you will be sent an automatic confirmation confirming receipt of your order via email.
3. 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. In fact once your order has been placed online, our Internet sales team will charge your card only after they are confident all details on your order are correct. At this stage, if your credit card is declined, a member of our sales team will endeavour to contact you by telephone, and if unsuccessful, via email.
4. Are there any additional charges?
Due to the high demand experienced on Valentine’s 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.
5. What if I need to request a delivery time?
During peak times such as Valentine's Day, we offer FREE delivery to all business and residential addresses within the Roses Only delivery areas. 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 this time 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.
6. 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.
7. 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.
8. What if I'm not satisfied with the quality?
Roses Only prides itself on its superb quality and customer service. If rose 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 growers 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 Roses Only customer. All feedback is encouraged, both positive and negative.
9. Is it really only roses that you deliver?
During Valentine's Day, we do ONLY offer Red Rose Packages. However, during all other times, we stock a superb selection of flowers, champagne and wine across a broad price range. Our exclusive assortment of Lindt chocolates completes any gift. Adorable plush toys, large Roses Only golf umbrellas and much more is also available. Roses Only Gift Vouchers and Gift Boxes are also available. View rosesonly.com.au for a glimpse of our gorgeous bouquets and arrangements.
10. What happens if the recipient is not home at the time of delivery?
We will endeavour to deliver all orders as best we can, however on Valentine'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 Roses Only Delivery Notice will be left in the letterbox.
11. What is the currency of the prices shown?
All prices are shown in Australian Dollars (AUD). The exchange rate applicable on the transaction date will be used.
12. Want to send something that isn't featured here?
We only offer red roses for Valentine's Day deliveries but offer a full range of items at all other times. If you have any detailed queries, why not call one of our friendly consultants. You can speak to one of our customer service representatives, Monday to Friday between 7.00am and 7.00pm and from 8.00 am to 4.00 pm Saturdays (Eastern Standard Time).
Phone us on 1300 767 376 or from outside Australia, on +61 2 9287 6666.
You can also Contact us
via email.
Quality & Flower Maintenance
At Roses Only 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. With over 35 years experience, Roses Only ensure 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 flowers. To assist in prolonging their life, we recommend cutting the 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 Roses Only to guarantee the flower quality in every case.
Three Day Return Policy
On average, the flowers should last between 3 and 7 days. Should your flowers perish within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, Roses Only will be happy to resend new flowers. To assist us in quality control, it is our policy to collect the original flowers upon delivery of your resend.
Rose Varieties
Part of what makes the rose such a striking and favoured flower is its uniqueness. Roses come in all shapes and sizes. Similarly, some roses open fully and some remain closed, while some varieties of roses are quite fragrant others are aesthetically beautiful. It is important to note that the selection of roses in cooler months is not as vast as it is in the warmer, summer months. Furthermore, the roses available in winter are generally less fragrant. This does not mean they are of a lesser quality, they are simply a different variation that should be admired for their natural characteristics and the loving intentions with which they were sent.
Refunds
The special requirements and concerns surrounding your order are unique. For that reason, we ask that you please call our Customer Service Department on 1300 767 376 to discuss any queries or concerns you may have in relation to the flowers you have sent or received. A number of resolutions may be available to you and are subject to your particular situation.
Note: All refunds for orders placed online or over the telephone are credited back the original credit card on which the order was purchased. In-store refunds are only processed through our head office and will not be issued in-store. A gift certificate to the same amount paid will be issued for all cash purchases. |
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