Customer Service

Customer Service

Roses Only is dedicated to providing our customers with exceptional levels of customer service. In addition to supplying the world’s finest, hand-picked, long-stem roses, we are dedicated to ensuring every part of your online experience is nothing short of world class.

Rose Varieties

Pastel Pink Roses are subject to seasonal availability. This colour may be replaced with the colour of the season if required.

Roses come in all shapes and sizes – one of the reasons why they are so universally loved. Some varieties open fully while others stay closed. Some are fragrant, others are known instead for their beauty and elegance.

Please know that the colour of our roses can differ slightly from images on our website. That’s because each morning our floral maestros hand select the very finest roses available that day, no matter where they are from in the world. The farms, bushes, light and seasons all produce a variance in shades.

Flower Care 

Roses are, of course, a natural and perishable product. They react to their immediate indoor environment as well as external weather conditions. Drawing on our two decades of experience, we choose each flower by hand, ensuring only the freshest and highest quality blooms reach our customers.

We try to minimise the number of changes in condition which can reduce the longevity of our flowers. Once they are dispatched this is out of our control, so each package arrives with care instructions to help you look after them.

Please follow the instructions thoroughly to ensure maximum life of your flowers. The heat and humidity we can have in some States means that this is especially important to avoid early wilting. We recommend changing the water in your vase daily. Air conditioning, extreme heat and changes in climate can all have an adverse effect. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers.

Replacement Policy 

Typically, your flowers should last a minimum of 3- 5 days. All our flowers arrive with care instructions to help you get the most from them. Should you find that despite following these instructions your flowers perish within 2 days, please provide 2-3 images of the Roses both close up and from a distance in the vase and email us at or call: 1-888-883-7951

Upon assessing the images provided we’ll be happy to replace them if we can see they have perished despite proper care being provided. We are unfortunately unable to replace flowers if they have been disposed of without images being taken.


Orders can not be cancelled and/or refunded at any time but an alternative delivery date can be arranged or credit note can be requested for the full amount, unless the order has already been prepared and/or is already allocated to a courier. Please contact our Customer Service on 1-888-883-7951 or email: to discuss your options.


Refund applies for non-delivery only, not for issues around quality control where a replacement will be provided. Please call us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right.

Where a refund is the most appropriate resolution, funds will be credited back to the card or PayPal account they originated from.

We are unable to refund any orders which are placed for special occasions (Valentine's Day, Mother's Day & Christmas Day) and all promotional & discounted orders.


Please note we run promotions randomly. In the instance you request a refund or cancellation as you have not utilised the promotion we are running, we cannot offer retrospectively and instead advise you sign up to our newsletter to ensure you are kept up to date with the latest promotions we are running. 

Special Requests 

Unfortunately, we are unable to take any requests with regards to delivery timings during special occasions such as Valentine's Day, Mother's Day, & Christmas Day.

Valentine's Day 

Our early bird prices are the best rates we can offer pre-valentines. From the 7th of February, our prices increase since there is a huge demand for roses, and we find that costs from the best producers can nearly triple, which has an impact on our gift boxes. We don't want to compromise on our quality finish, so we want to make sure our returning customers know the reason behind the price differences for our Valentine's collection. No discounts can be offered/ redeemed during the valentines period, which commences 1st February - 15th February. 


If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift (front/back of the house or with reception/neighbour).

We will always call the number provided to ensure the Roses are delivered to you. If the recipient is not home, our drivers will leave the box of roses outside the house where they deem safe. At this point, we take no liability for the delivery of your gift. If in the unlikely instance your Roses cannot be found, we accept no responsibility and are unable to provide a refund since Roses are perishable items we would have done our best to contact the sender and or the recipient.

Small Errors 

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. In this instance, complimentary chocolates will be gifted to your recipient.

In the highly unlikely event that the recipient receives a totally incorrect order (ie red roses instead of pink roses) or missing items, a photo of the roses must be taken in its original box and emailed to us at Once this is confirmed, we will resend the box of flowers at the earliest delivery time possible for the day.