FAQ

Are our roses really real?

Yeees! Our gorgeous roses start as little seedlings in the ground, grow with love to their most flourishing self on a farm, make their way to our florists and then they're shipped into your homes!

So then how is it possible that they last years?

Good question. Our roses undergo a fabulous treatment, think spa treatment for roses, that involves all-natural and non-toxic oils and wax powder to keep them looking young, fresh and vibrant for years!

To clarify, they are not harmful or toxic?

Nope! They have no unnatural or dangerous chemicals that can put you at risk, they're also non-allergenic! So, do not worry about excessive sniffing or sneezing 😊.

Do they need to be watered?

Nope! #SaveWater with our roses because they won't need any rehydrating or feeding once they reach you. Just love them in the boxes they come in and you're sorted!

 

What kind of maintenance do the flowers need?

No really, they're perfect as they are! You may need to gently dust off any specks or dust that might collect over time but other than that they should be fine! Oh, but they don't like extreme temperatures so please don't put them in the fridge or oven or under direct sunlight.

Should I take the flowers out of the box?

There is no need to remove them from their boxes. Actually, they would much rather you left them there! Trying to remove them can hurt or damage them so please be careful! They enjoy the comfort of their box.

 

Can I remove the lid?

Sure! Our roses love a little air. Place them however you like, just be sure to not put anything heavy on the exposed rose if you remove the lid because although they're emotionally strong, they're physically a little fragile (because they're real roses, duh!). Constant pressure or weight on them can cause wilting or damage to their petals.

Can I customise them?

Absolutely! We have a variety of customisation options such as:

• Swarvoski Initials
• Swarvoski Crystal Centers
• Glitter on top
  
• Glam sequence at the bottom
• Swaroski Crystal at the bottom
• Personalised greeting cards
• Gift wrapping
• 24K flaked topping
  

 

Simply select the options you'd like to go with your rose while purchasing, or e-mail us for some help at care@arose.london.

Can I order colours you do not display?

Sure! We're often updating our website and stock so feel free to drop us an e-mail at care@arose.london to see if we have any new stock in a colour that you might not see online!

Will my arrangement look exactly as it does on the website?

Yes! All of our roses are of excellent quality and will be placed in pristine acrylic transparent boxes. Remember, our roses are real roses so their shapes and shades may vary slightly as they do naturally when they grow. And we love celebrating our unique differences!

Can I schedule a delivery at a specific time and date?

Sure! You can do this in the delivery section of your check-out process. Keep in mind that delivery dates and timing may vary upon the courier option you select so be sure to check our Delivery information by clicking HERE.

Alternatively, drop us an e-mail at care@arose.london and we'll do our best to make it happen for you!

How does direct sunlight affect the roses?

Direct sunlight will cause bleaching over time, as it does with a lot of things because of the strong rays. The rose itself will be fine but darker colours will lighten over time – white colours will be fine! Remember, it is only the colour that will change, the physical rose itself will not be damaged by the sun.

Can I get same-day delivery?

Yes, you can! If you are in London within the M25 area, we offer same-day delivery for an extra fee. You can also e-mail us at care@arose.london to double-check.

Do you deliver on Sunday?

Yes! Just be sure to choose weekend delivery at checkout. Please note that the order has to be made before 12PM on Friday.

Do you offer next-day delivery?

Sure! Check out our delivery options by clicking HERE for more information.

How can I place an order?

Simply complete the check-out process on our website or drop us an e-mail at care@arose.london if you need any help and our customer care will get back to you ASAP!

How can I reach customer care?

E-mail us at care@arose.london!

Why are we sticking to e-mails?

We find that e-mails are easier for all of us to keep track and record what's happening with your orders! All order confirmations receive an e-mail confirmation, and support, in general, is handled this way too so that we can ensure we're always on the same (e-mail) page as one another! This way we think we have more transparency with customers and avoid misinformation or misunderstandings that may happen over the phone.

Also, we just love to see that you are sending us messages and seeing your feedback! So please keep them coming!

Do you accept returns?

We want to ensure that you have the best experience with us! We know that life happens and so we understand that sometimes returns may be requested so let's break down our policy:

• Returns are accepted within 7 DAYS of receiving your order so that we can help you ASAP.
• Please note that this, unfortunately, does not include customised* items as they have been made especially and uniquely for you and can't be re-gifted to other customers
• If you have any concerns or would like to make a return please e-mail us at care@arose.london
• Please make sure to include your name, address and order number so that we can help you place a return request
• Please avoid removing the product if you notice any issues upon receiving the item so that we can investigate the matter efficiently
• Credit card refunds usually take 5-10 business days to appear on your statement.

 

*When we say 'customised' we are referring to any added extras such as Swarovski Crystals, initials, glitter, 24K gold flakes or any other add-ons to your rose.