Shipping policy
Last updated: 15 October 2026
At Luxury Roses, we understand that flowers are often ordered for meaningful moments, including birthdays, anniversaries, weddings, celebrations and special gifts.
We aim to prepare and deliver every order with care so that your roses and floral arrangements arrive in the best condition reasonably possible.
This policy explains our order processing, delivery arrangements, delivery dates, substitutions and what to do if something goes wrong.
1. Delivery Areas
We currently accept orders for delivery to the locations made available at checkout.
Delivery coverage: [Confirm the countries, regions, postcodes or areas you deliver to.]
Before placing an order, please check that the recipient's address is within our delivery area.
Some postcodes or locations may be excluded because of courier restrictions, distance, access limitations or the availability of fresh flowers.
If your address is not accepted at checkout or you require a bespoke delivery arrangement, please contact us before placing your order.
2. Order Processing Times
Orders are processed according to product availability, order volume and the delivery date selected at checkout.
Order processing time: [Insert your actual processing time, such as 1–2 working days.]
Processing times refer to the time required to prepare an order before dispatch. They are not necessarily the same as the total delivery time.
Orders for bespoke arrangements, large quantities, wedding flowers or other personalised requests may require additional preparation time. Where necessary, we will discuss the expected timing with you.
Orders placed on weekends or public holidays may be processed on the next working day, unless another arrangement is confirmed.
3. Delivery Options and Charges
Available delivery services and delivery charges will be displayed at checkout or communicated to you before you complete your purchase.
Standard delivery charge: [Insert your actual price or pricing method.]
Express delivery charge: [Insert the price and confirm whether this service is offered.]
Free delivery threshold: [Insert the minimum order value, if applicable, or remove this section.]
Delivery charges may vary depending on the delivery address, service selected, order size or other clearly disclosed conditions.
We will not add undisclosed delivery charges to your order after purchase without an appropriate legal basis and agreement.
4. Selecting a Delivery Date
Where available, you may select your preferred delivery date during checkout.
We will make reasonable efforts to deliver your flowers on the selected date, taking account of the delivery service and any limitations communicated at the time of ordering.
Important occasions: If you are ordering flowers for a birthday, anniversary, wedding or another time-sensitive event, we recommend ordering in advance wherever possible.
A selected date should not be treated as a guaranteed delivery appointment unless we expressly confirm that it is guaranteed.
If we become aware that a delivery date cannot reasonably be met, we will contact you as soon as practicable to discuss an appropriate solution.
Nothing in this section removes any rights you may have where delivery by an agreed date is essential under applicable law.
5. Order Confirmation and Tracking
After placing an order, you should receive an order confirmation containing the details available for your purchase.
Where tracking is available, tracking information may be provided by email or through the relevant delivery service.
Please check your order confirmation carefully. If your delivery address, recipient details or selected date appear incorrect, contact us immediately.
Changes may not be possible once flowers have been sourced, arranged, packed or dispatched.
6. Delivery Address and Recipient Details
Customers are responsible for providing a complete and accurate delivery address, including the recipient's name, postcode and any necessary access or delivery instructions.
Where appropriate, you should also provide a valid contact number for delivery purposes.
We are not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.
If you discover an error after placing your order, contact us as quickly as possible. We will make reasonable efforts to help, but cannot guarantee that a change will be possible.
7. Recipient Availability
Please consider whether someone will be available to receive the flowers at the delivery address.
If the recipient is unavailable, the courier may follow its applicable delivery procedures, which could include attempting redelivery or leaving the flowers in a suitable location where permitted and appropriate.
Our delivery instructions: [Confirm your actual procedure for missed deliveries, safe places, neighbours, reception desks and redelivery.]
Fresh flowers should not be left in unsuitable conditions for extended periods.
If a delivery cannot be completed, please contact us promptly so that we can investigate the available options.
Any additional delivery charge will be communicated clearly where applicable and will be handled in accordance with your legal rights.
8. Fresh Flowers and Substitutions
Roses and other flowers are natural, seasonal and perishable products.
Flower varieties, colours, stem lengths and availability may vary depending on the season, growing conditions and supplier availability.
We aim to provide flowers that match the product description and the overall style of the arrangement ordered.
If a particular variety is unavailable, we may need to discuss a suitable alternative with you. We will seek your agreement where required for a material substitution.
We will not rely on natural variation as a reason to excuse flowers that are materially different from the agreed product or that fail to meet applicable quality standards.
9. Packaging and Flower Care
We take reasonable care when preparing and packaging orders for delivery.
Upon receiving your flowers, we recommend:
- Unpacking them carefully as soon as reasonably possible.
- Trimming the stems with clean tools, where appropriate.
- Placing them in a clean vase with fresh water.
- Using any flower food supplied with the order according to its instructions.
- Keeping the flowers away from excessive heat, direct sunlight and other conditions that may shorten their life.
- Refreshing the water and following any additional care instructions supplied.
The lifespan of fresh flowers varies according to the variety, stage of opening, environment and care after delivery. We cannot promise an identical vase life for every order.
These care recommendations do not affect your statutory rights if flowers arrive damaged, faulty or not as described.
10. Delayed Deliveries
We make reasonable efforts to meet the delivery arrangements communicated at checkout.
Occasional delays may arise from severe weather, transport disruption, supplier issues, high seasonal demand or other circumstances affecting delivery.
If your order is delayed, please contact us at sales@chelseaflorals.info with your order number and selected delivery date.
We will investigate the matter and explain the available options.
If the agreed delivery date was essential and the applicable legal conditions are met, you may have additional rights to cancel or obtain a refund. Nothing in this policy limits those rights.
11. Damaged, Incorrect or Poor-Quality Flowers
If your order arrives damaged, contains incorrect products or has a significant quality issue, please contact us as soon as reasonably possible after delivery.
Email: sales@chelseaflorals.info
Please include:
- Your order number.
- The delivery date.
- A description of the problem.
- Photographs of the flowers and packaging, if available.
We may request additional information to help assess what happened during preparation or delivery.
Where appropriate, we may offer a replacement, refund or another remedy in accordance with the circumstances and applicable consumer law.
Any request to notify us promptly is intended to help us investigate perishable products. It does not remove rights you cannot legally be required to waive.
12. Cancellations and Changes to Orders
If you need to change a delivery date, recipient address, gift message or other order detail, contact us as soon as possible.
We cannot guarantee changes once an order has entered preparation or dispatch.
Because fresh flowers are perishable, some orders may qualify for an exception to the usual online cancellation right. Personalised or bespoke goods may also qualify for a legal exception in certain circumstances.
However, the availability of a cancellation right depends on the product and applicable law. Any statutory rights that apply to your order remain unaffected.
Please email sales@chelseaflorals.info with your order number and requested change or cancellation.
13. Missed or Unsuccessful Deliveries
If a delivery attempt is unsuccessful, the available options may depend on the courier, delivery location and condition of the flowers.
Our redelivery and collection procedure: [Insert your actual policy, including whether redelivery, collection or a safe place is available and whether charges apply.]
We will consider the reason for the failed delivery and the relevant delivery instructions when assessing the next steps.
We will not automatically refuse a refund or replacement where the failure was caused by our own error or where a remedy is required by law.
14. Orders for Weddings, Events and Large Arrangements
Wedding flowers, event orders, large bouquets and bespoke floral arrangements may require advance notice and separate delivery arrangements.
Please contact us before ordering if your flowers are required for a specific event, installation or venue.
Any agreed preparation schedule, delivery window, collection arrangement, substitution terms or cancellation conditions should be confirmed in writing before the order is finalised.
Where special terms apply, they will not override mandatory consumer rights.
15. International Deliveries
International delivery is available only where expressly offered at checkout or separately confirmed by us.
If international delivery is offered, additional delivery charges, customs requirements, import restrictions, taxes or other fees may apply depending on the destination.
Any applicable charges and delivery limitations will be communicated as clearly as possible before the order is completed.
We do not guarantee international delivery to locations that are not supported by our delivery arrangements.
International delivery availability: [Confirm whether you ship outside the United Kingdom. If not, state that delivery is currently limited to your specified UK areas.]
16. Contact Us About Delivery
For delivery questions, order updates, changes or complaints, please contact:
Luxury Roses
Email: sales@chelseaflorals.info
Telephone: +44 (0) 7723 027609
Please include your order number whenever possible so that we can assist you efficiently.
We appreciate your trust in Luxury Roses and will make reasonable efforts to ensure your flowers reach their destination with care.