Frequently Asked Questions

Customer Service

At Roses Only, we are dedicated to providing an exceptional level of customer service. We value your business and patronage and recognise the importance of all your roses needs and any concerns you may have. We hope you will find this section of our site helpful and informative.


Do you really deliver only roses?

We specialise in superb quality roses, but we also stock a variety of other flowers, such as gerberas, lilies, tulips and much more. Have a browse on our website for the full range of boxed products, bouquets and arrangements that we offer! You can also order an assortment of gift boxes and extra gifts, such as delicious chocolates, exquisite champagne or wine and adorable teddy bears.

Can I buy a gift voucher?

Yes you can! Please call 1300 767 376 and speak to a Gift Consultant.

What is your gift reminder service?

Our gift reminder service helps you not forget important occasions.

You simply tell us, when to tell you, someone special deserves something soon! We can either email or call you. Sign up for the Reminder Service here.

What if the recipient is not home upon delivery?

If the recipient isn’t at home, there are three things that could happen:

1. The courier will leave the goods at the front or back door if the sender has requested they do so.

2. If the courier deems it safe to leave the goods at the front or back door, the goods will be left at the suitable location.

3. If it’s not suitable to leave the goods, a calling card will be left at the door or in the letterbox asking the recipient to contact the florist and arrange a convenient time for redelivery. Additional charges will apply.

What happens if I supply the wrong address?

Please be very careful in providing us with correct and up to date information.

If you provide us with an incorrect address and we deliver your order as per your instructions, then we accept no responsibility for the mistake.

If we are unable to deliver to an incorrect address and the order is returned to our dispatch, we can redeliver, but at a charge of 50% of the original order cost plus the additional delivery charge.

What if I want to cancel my order?

Orders can be cancelled only if notice is received by The Roses Only Group at min. 24 hours prior to the scheduled delivery date. Orders that are already prepared, dispatched or in transit cannot be cancelled or refunded.

Cancellation of order incurs a $50.00 administrative fee. Money will be refunded less this fee or you may opt for the gift voucher to the full order value to be issued instead.

If cancellation notice is received at less than 24 hour notice - cancellation is void.

A cancellation notice must be placed in person, over the phone. Please call us on 1300 767 376 (int: +61 2 8415 9206).

Can I make changes to my order?

In most instances, order alterations are possible. For Australian orders, alterations must be requested before 1.00pm (EST Sydney Time), min. one day before the set delivery date. For International orders, alterations must be requested min. 48 hours before the set delivery date. We are unable to provide alterations and cancellations for orders already prepared and/or in transit. Depending upon the alteration, you may have to pay for any additional fees or charges incurred.

For all alterations please contact our Call Centre on 1300 767 376.

Please note that during the Special Events (e.g Christmas, Valentine's Day or Mother's Day) and /or Public Holidays The Roses Only Group reserves the right to not accept alterations to any orders.

What if my credit card is declined?

You will receive an onscreen notification if your credit card is declined. If this is the case, perhaps try another credit card. Or you have the option of forwarding your unpaid order to us and one of our gift consultants will contact you to process the payment from our end.

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 over the Internet will be encrypted. If another 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, by the appearance of a security notice when you enter a secure page, although this notice does depending on browser security settings. Also, a secure icon will appear on your browser. For example, on Microsoft Internet Explorer, it is a lock 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 and most other browsers. For more information on SSL digital certificates please or contact us via email.

Can I set up a Corporate Account?

We aim to assist our corporate clients by providing a number of payment options. Corporate Accounts are available for clients wishing to place orders with us on a regular basis. To find out more, please contact our Corporate Sales Team on 1300 922 221.

Want to send something that isn’t here?

Contact our Gift Consultants on 1300 767 376 and let us know what you’re after. Depending upon your request, we’ll see if we can fulfill it!

What is the currency of the prices shown?

All prices on Roses Only website are shown in Australian Dollars (AUD$).

Have my flowers been delivered?

If you would like to know if your gift has been delivered, please give our Call Centre a call on 1300 767 376 a day after the set delivery date. By then, we should be able to confirm with our couriers if the delivery was made.

Are there any additional charges?

Yes, there are delivery charges. The delivery cost is based on location, date and time. Also, same day deliveries may cost a little more, because of the limited dispatch time frame. So to guarantee the most cost efficient delivery charge, we suggest you place your order a day or two before you want it delivered.

What if I need to request a delivery time?

Delivery times vary based on location, date and the time you place your order. During the online checkout process, you’ll be given the option to select a delivery time. Please note that all delivery times are listed as being ‘up to or before’ the selected time. So if you want something delivered ‘by 2.00pm’ the delivery will be made anytime up to or before 2.00pm. If you want to check if a delivery time is possible, please give us a call on 1300 767 376.

What is the deadline for placing an order?

Deadlines vary based on delivery location. Generally, it’s best you place an order in the morning the day before you want it delivered. For same day deliveries, it’s best to place your order early in the morning, preferably before 9.00am. To check the deadline for a specific location, give us a call on 1300 767 376.

Where do you deliver?

Roses Only products are available in most capital cities, metropolitan areas and regional centres in Australia. 

Give us a call on 1300 767 376 to check if we can deliver to your desired location.

What methods of payment are acceptable?

You can pay using paypal online and we accept all major credit cards (VISA, MasterCard, American Express and Diners Club).

How do I know if you received my order?

You will receive email confirmation that we have your order. If you have placed an order online and not received an email, please call 1300 767 376.

Do you deliver on the weekend or public holidays?

We do deliver on Saturdays, although it depends on the delivery location. We do not deliver on Sundays or public holidays. To check if we can do a Saturday delivery, give us a call on 1300 767 376.

Click to call 1300 767 376