FAQS

CAN I TRACK MY ORDER?

When tracking details are available for an order, they’ll be included in your order confirmation email. Tracking information is only available with some of our delivery partners and couriers. This is because our third-party couriers and delivery drivers aren't all fitted with GPS tracking and don’t have access to phones while driving. Because of this, please keep in mind that we may not be able to tell you exactly where your order is or provide an estimated delivery time. However, our partners aim to have your order delivered as soon as possible on the day.

In certain circumstances outside of our control, tracking information may not update to reflect the current status of your order. In such cases, please reach out to our Customer Service team on 1300 677 673 or at hello@mrroses.com and we will try to provide an update on the status of your order.

Deliveries can occur until 9 PM on the delivery date chosen. If your delivery has not arrived bv 9PM, please contact our customer service team and we will respond to you on the next available business day.

MY ORDER IS DELAYED, CAN I HAVE A REFUND?

Mr Roses does not take responsibility for any delivery, shipping and/or courier delays once an order leaves our store.

Residential orders are generally delivered between 9 AM – 6PM (depending on the delivery option selected at the time of placing your order) and our couriers use their best endeavours to deliver orders to business addresses by 5 PM. However, exceptions can occur and any such delays are out of Mr Roses’ control. A delay in delivery will not automatically make your order eligible for a refund. If an order is extremely delayed we may be able to refund your delivery fee at Mr. Roses’ sole discretion.

MY ORDER IS A SURPRISE. WHY DO I HAVE TO PROVIDE THE RECIPIENT’S PHONE NUMBER? CAN I USE MY OWN PHONE NUMBER FOR THE RECIPIENT PHONE NUMBER?

We understand that you may want your order to be a surprise. While we do our best to facilitate this, in some cases, we may need your recipient’s phone number in order to gain access to the delivery address and ensure delivery of your order. Because of this, we ask that you don’t enter your phone number for both the customer and the recipient phone numbers when placing your order. Mr Roses takes no responsibility for orders where a delivery attempt has been made and your recipient’s phone number was not provided.

CAN I PICK UP IN STORE?

Yes, in-store pick up (or click and collect) is available for:

Sydney: Mr Roses, 5-7 Bourke Road, Alexandria, NSW 2015; 9 am to 4 pm Mon-Sat.

Adelaide: Mr Roses, 242 Unley Road, Unley, SA 5061; 9 am to 4 pm Mon-Fri & 8:30 am to 12 pm Sat.

Brisbane: Mr Roses, Shop 1, 81 Merthyr Road, New Farm, QLD 4005; 9 am to 4 pm Mon-Fri & 9 am to 1 pm Sat.

Newcastle: Mr Roses, 385 Hunter Street, Newcastle, NSW 2300; 9 am to 4:30 pm Mon-Fri & 9 am to 11 am Sat.

I CHANGED MY MIND, CAN I CANCEL MY ORDER?

Due to the volume of orders received, orders can’t be changed or cancelled after they’ve been placed. This policy is in place to ensure that we can ship our orders as quickly as possible. We ask that you take the time to ensure all details of your order are correct, in particular - the delivery address and your recipient’s phone number.

If you wish to cancel your order please call us as soon as possible on 1300 677 673 and, if your order has not been prepared and/or dispatched, we may be able to issue you with a store credit to the value of your order.

If you are outside of our business hours (9 AM – 4 PM AEDT, Monday – Friday), please email us at hello@mrroses.com. We will do our best to accommodate such cancellations, however, we cannot guarantee that all cancellations will be processed, as it depends on where your order is within the production process. Please note that we do not issue refunds, only store credits, for all order cancellations.

I MADE A SMALL MISTAKE IN MY ORDER (SUCH AS A WRONG SIZE, QUANTITY OR DELIVERY ADDRESS ERROR), CAN I CHANGE MY ORDER?

If you accidentally enter an incorrect delivery address or the wrong quantity when placing your order, please call us as soon as possible on 1300 677 673 and we will do our best to update your order before it’s dispatched.

WHAT IF MY ITEM ARRIVES DAMAGED OR FAULTY?

In the unlikely event your flowers arrive damaged, please email us at hello@mrroses.com to resolve your issue as soon as possible. All quality issues must be communicated to us within 2 days of receiving your order. We will request the following photos of your order:

1) a close up of the flowers showing the quality issue that you are concerned about;

2) a wide shot showing the full vase that the flowers have been placed in and the environment in which the flowers have been placed; and

3) the packaging that your order arrived in.

Sending through these photos in your initial email correspondence will usually mean that we can resolve the issue sooner. Ideally, on the date that your order is received. We reserve the right to determine any genuine damage to your order. Mr. Roses will not accept any responsibility for flowers that have been damaged by climate issues, including if it is too hot or cold where your order has been placed in your home or if the flowers are near heaters, air vents or in direct sun etc.

IT HAS BEEN OVER 5 DAYS SINCE I RECEIVED MY ORDER. AM I ELIGIBLE FOR A REFUND OR REPLACEMENT?

Unfortunately, no. If more than 5 days have passed since you received your flowers, we are unable to offer a refund or exchange under any circumstances. If there is a quality issue with your flowers, this must be communicated to us within 2 days of receiving your order. We feel that these timeframes are sufficient to report any and all issues with your order.

WHY DON’T MY FLOWERS LOOK EXACTLY LIKE THE WEBSITE IMAGES?

Roses come in all shapes and sizes. That’s why they are so loved. Some varieties open fully while others stay closed. Some are fragrant, while others are known for their beauty and elegance.

Please know that the colour of our roses can differ slightly from images on our website. That’s because our florists choose 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.

Pink roses, in particular, are subject to seasonal availability and shade variations. Where pink roses have been ordered, we may provide either hot pink roses or a soft blush pink roses despite any images provided on our website. The colours of all flowers may be substituted with the colour of the season, if required due to availability.

WHAT IF AN ITEM I ORDERED IS MISSING?

In the rare event that you don’t receive an item that you ordered, please email hello@mrroses.com with a photo of your order (including packaging) so that our customer service team can review your order. You must reach out to us within 2 days of receiving your order, otherwise we will deem your order as successfully fulfilled and we will be unable to take further action. Please check the packaging thoroughly as the greeting card and order add-ons may move around in transit.

I’VE RECEIVED THE WRONG ORDER?

In the rare event that you don’t receive an item that you ordered, please email hello@mrroses.com with a photo of the order received (including packaging) so that our customer service team can review your order and resolve this as soon as possible. Every Mr. Roses staff member signs off on every line item in every order.

WHAT IF NO ONE IS HOME WHEN YOU DELIVER?

We have partnered with StarTrack and various local third-party couriers to ensure our orders are delivered safely.

If no one is at the delivery address to receive your order, it may be left at the front door, gate or such other place as the delivery driver deems to be a safe place to leave it. We will often contact your recipient to verify coordinate where to leave the order. Mr Roses takes no responsibility and assumes no liability for any damage and/or theft if an order has been left in a deemed safe spot.

If your order has been left unattended by our delivery drivers in a deemed safe place and in the unlikely instance your order cannot be found, we accept no responsibility and are unable to provide a refund since flowers are perishable items and we have done our best to contact the sender and/or the recipient before leaving the order unattended.

A delivery may be deemed by our delivery drivers to be “unsafe”. In such circumstances our driver and/or Customer Service team will attempt to contact the recipient, and, if they cannot successfully reach your recipient or you. Orders will not be left unattended unless the driver deems there is a safe place to leave the order and/or you have provided express instructions about where your order should be left in such circumstances. For residential addresses, if a courier deems a delivery location unsafe, the order will be redelivered the next business day. Examples of ‘unsafe’ locations include when:

· where there is no sheltered place to leave your order;

· the front of the property is near the street in view of passers-by;

· the location is not protected from the weather;

· our delivery drivers would have to leave their vehicle unattended or out of sight;

· our delivery drivers are uncertain if there are dogs present or a pet that may interfere with the parcel;

· it is an apartment or similar building where we only have ground level or common area access;

· there is no access to the building, unit, apartment or condominium; or

· our delivery driver feels that the parcel will be unsafe due to other factors (for example, there were many people gathered near your property at the time of delivery).

We do not accept any liability for deliveries where the recipient is not at the delivery address provided and there is no safe place to leave the package. In such circumstances, your order will not be eligible for a refund.

DO YOU DELIVER TO BUSINESS ADDRESSES?

Definitely. We recommend delivery to offices, however, if you are unsure that your recipient will be at the business address at the time of delivery then please send your order to the recipient’s residential address.

All deliveries to businesses will be left at the businesses reception desk or their mail room (especially if deliveries are not accepted at the reception) unless you request for us to call the recipient. In the event the recipient does not answer the call, the order will automatically be left at the reception desk, mail room or similar. We are not responsible for any orders left with a business centre, mail room or reception after they have been delivered or circumstances where the business address and recipient information is unclear.

Our couriers strive to deliver to business addresses before 5 PM and while we achieve this with most orders, some circumstances with delivery partners are out of our control.

As with our residential deliveries, our delivery partners have the discretion to leave your order in a deemed safe place after assessing the premises. However, if the delivery drivers deem there is no safe place for delivery and/or feel that your order may get damaged (by pets or weather) or stolen, they will need to redeliver your order on the next business day. Accordingly, please ensure you are 100% certain that your recipient will be at the delivery address to receive the order.

While we do deliver to schools, we strongly recommend that you send your order to your recipient’s home address. This is because we cannot guarantee delivery to a school by 3pm. So by placing an order with a school delivery address, you understand and assume the risk that your order may not be delivered within school hours. Failure to deliver within school hours will not make your order eligible for a refund or store credit. Similarly, we cannot guarantee delivery to a university within class hours. If you are sending to a university residence, please include detailed delivery instructions including the specific campus, building name, dormitory name and number as well as instructions as to where to leave the order.

We do offer same day delivery to selected hospitals in Sydney. Please place your order by 10AM AEDT for same day delivery. Orders delivered to hospitals may be left at the hospital’s general reception as our delivery drivers are, in most cases, unable to enter the hospital and deliver orders directly to patients. Certain ICU and specialist departments do not permit flowers. We recommend having your order delivered to a local family member or friend who can personally deliver them to the patient, instead of delivery directly to the hospital. If you are sending an order to a staff member of a hospital please provide detailed instructions (including specifying the building, department, wing and section of the hospital where the recipient will be).

DO YOU DELIVER ON VALENTINE’S DAY & MOTHER’S DAY?

Due to the large volume of orders placed during the Mother’s Day period (May 1 – 14) and Valentine’s Day period (February 1 – 15), at these times we offer a specially curated range of flowers. During these periods, please note the following:

· No changes are possible once the order has been placed;

· No special delivery times can be requested; and

· Special delivery requests cannot be accommodated.

HOW WILL MY PURCHASE BE PACKAGED?

All of our orders are professionally packaged in our specially designed, compact box which is made from sustainably sourced materials.

All flowers are professionally arranged on a bed of tissue and include detailed care instructions. Please note that some of our flowers are packed with individual water pouches to ensure longevity, hence some leakage may occur.

CAN I INCLUDE A PERSONALISED MESSAGE WITH MY ORDER?

Of course! Before the final checkout, you’ll be prompted to enter a personal message. We only include what you enter in your message, so if you wish to send anonymously then simply do not include your name (or any other revealing details!) in your message.

DELIVERY DURING PROMOTIONS

Promotional codes are provided from time to time for specific date ranges. The promotional codes only apply for orders with delivery dates within these date ranges.

DELIVERY DURING PUBLIC HOLIDAYS/ DELIVERY EXCLUSIONS

We’re typically closed on Public Holidays, except for Valentine’s Day and Mother’s Day weekend.