Below are some of our most frequently asked questions, please read carefully as these form part of our terms of purchase.
**We will be closed for refurbishment from 6th Oct-16th Oct 2019**
Christmas 2019 delivery
Our cut off for orders for 2019 is - Monday 16th Dec. After 16th Dec please telephone (01959) 509 541 or email firstname.lastname@example.org.
We will be closed from 24th Dec 2019 inclusive to 2nd Jan 2020
How long will my order take?
Personalised ribbon boxes take 4-5 working days. The cut off time for this service is 11am on the day you place your order. If you place your order after 11am your order will be processed the following working day.
Subject to how busy we are we offer an express/ next day service subject to stock availability and your delivery postcode. Please give us a call to double check if your order is urgent on (01959) 509 541.
If you are placing your order more than 5 days in advance and would like a specific delivery date please select the date at check out or add any special requirements to the 'Notes' section.
Delivery dates are subject to stock levels.
Where do you ship to?
On our preserved roses and artificial silk roses we ship to anywhere in England, Ireland, Scotland and Wales including internationally using our trusted TAPA approved couriers. At present we do not ship to PO Boxes and APO's, Military bases or barracks and in some cases larger commercial estates, *Please Note* that we do not currently deliver our Queen Box outside of Greater London due to it's delicate handling and our Premium fresh roses are for local delivery only (Kent & South East London). We will always try to accommodate you and have personal delivery options for man & van we can quote you for. or you can of-course arrange collection from us (by prior appointment). Our website will not automatically reject orders based on postcode to please refer to our delivery map or call us to avoid disappointment You can contact us by telephone on 01959 509541, email email@example.com or by social media to discuss your requirements. The quickest way is to call us.
Preserved Roses : Are they real roses?
Yes, our preserved roses are real roses that have been preserved in special oils to live for up to 1 year. As such roses may display colour differences from rose to rose.
How often do I need to water them?
None! Not a drop! Never water your roses. You'll find full care instructions attached to your order, your Forever Flowers require zero maintenance!
How long do they live?
Treated with care they should live for up to one year. Please note however we do not offer any guarantee on preserved roses only our fresh roses of 5 days from delivery.
How do they live for up to one year?
By using a clever flower preservation process our preserved roses stay as beautiful as the day they were cut. When they reach their peak of growth each rose has their sap replaced with a moisturising preservative which keeps them soft and supple with the look and feel of a fresh rose but with an up to 12 month extended life. Please note the roses have no fragrance and must not be sprayed with any perfume or sprays they are for aesthetic purposes only. They are not a toy and should not be handled.
What colours are available?
You can view all of our rose swatches HERE. Our standard pallet includes; Princess Pink, Cadillac Pink, Eternal White, Moulin Rouge (Red), Imperial Purple, Panther Black, Electric Blue, Tiffany Green, '24 Carat' Gold, 'Sterling' Silver*.
We also have the following special order colours; Hot pink, Cadbury purple, lilac, Summer Sky blue, cream, nude/peach, fire fly orange, white with a touch of pink (our Charlotte roses), emerald green, lime green, sunshine yellow, Palma Violets & Rainbow Roses.
*'24 Carat' Luxe Gold and 'Sterling' silver refers to descriptive name not material. Colour variances can and do occur from flower to flower as they are natural product this should be expected and this should not be deemed as a fault.
What maintenance do they need?
None. Just follow these simple care instructions which also come attached to your roses for future reference in both word and picture format. We recommend you keep hold of your care instructions tag attached to all orders however they can also be reviewed here below ...
- Never water preserved roses.
- Keep them away from direct sunlight.
- Avoid spraying hairspray, air freshener or aerosols near them as this can affect their colour.
- Avoid excessive handling - roses are very fragile, not a toy, ornamental purposes only.
How will my roses arrive?
Our roses come in celeophane gift wrap and tied with ribbon to compliment your order ready to give to your loved one. Attached are care instructions and a message card ready to be presented to that special someone. We will leave the card blank if no message is entered at checkout. We do not include invoices with our rose deliveries.
What if i'm not home when you try and deliver?
We will always advise you a delivery time in advance by email for your delivery and send an email the day before letting you know your delivery is ready for dispatch. We deliver either by hand ourselves or further afield we use our TAPPA approved courier - DPD. From their email you are able to nominate a change to; the delivery date, time, location, address. (although we recommend not changing the address on the day as it is unlikely DPD will be able to still deliver to you same day). If you are not home when DPD have advised the delivery will happen they will first try a neighbour and then leave in a safe place location. If you are not happy for this to happen please change the delivery option contained within your time slot email to nominate your alternative preference. Forever Flowers is unable to accept responsibility whatsoever for loss, theft or damage if you do not change the email default and are subsequently not in. In the event we are delivering to you ourselves by hand and no one is home our drivers are usually able to firstly contact you by telephone or email from the location to try to obtain your further instructions and can sometimes reroute our drivers (within reason) to a new location the same day. *subject to their delivery schedule for that day. After this a new delivery becomes chargeable at our normal delivery rate. DPD full delivery terms and conditions can be found here >> DPD delivery terms.
Can I take the roses out of their hatbox or dome?
Our rose heads are fixed into their hatboxes and domes, they're not designed to be removed or altered. They are happy and content being displayed in their luxury box and are meant to stay inside for their entire lifespan.
Can I take my roses abroad?
Most countries allow the import & export of preserved roses and arrangements. If you are having your roses delivered to a UK address and are travelling with your roses in hand luggage or in cargo abroad after delivery we suggest checking prohibited items with your airline prior to travel. We cannot accept responsibility for airline refusal. By request Forever Flowers will supply a travel letter with details of the customs commodity code and materials used in the production of your arrangement however, responsibility remains with the customer when we deliver to you and you onward carry your arrangement. If you choose to have your order delivered abroad by us we will take care of this and liability for customs lies with us. For any further information or to request a travellers letter please contact firstname.lastname@example.org.
How many roses to do I get in a box?
Roses are a natural product and rose colours can vary slightly in size. We always fill each of our boxes until they are full and look aesthetically pleasing.
Please see our box size guide.
Can I cancel or amend my order once placed?
All orders are bespoke made to your specific requirements. As such Forever Flowers does not refund once an order has been placed. Amendments are, on occasion, possible during less busy periods and a request to amend your order must be made in writing within 24 hours of placing your order to email@example.com.
Strictly one amendment per order, In the unlikely event of a fault with your roses please email us along with your order number and photographs strictly within 24 hours of receiving your order. We aim to respond within 24 hours, any items being returned to us are solely the responsibility of the purchaser and we recommend sending your roses via a trusted courier on a tracked and insured method, as such they remain the property of the purchaser until received by us. Packaging your items securely remains your responsibility and all returns must be sent using all original Forever Flowers packaging. Item must be unused and undamaged. On receipt and inspection we will contact you and where appropriate issue a credit note or refund less deliveries costs.
Please note we do not accept returns on orders. Additionally no guarantee is given on preserved roses. We offer a 5 day life on all fresh roses * with normal deterioration towards days 4 and 5. Any issues or problems with your order must be notified to us in writing via email to firstname.lastname@example.org strictly within 48 hours of your order being signed for. In the event of an issue with your order we will request your order number, clear images and a contact email for an enquiry form to be sent so we can understand any discrepancies. Any returns must be repackaged in their full original packaging. Returning items under £50 (product value only, excluding shipping) should be returned via a recorded and insured method. We will reimburse return postage to a maximum value of £3.95 Royal mail second class recorded mail). We strongly recommend you take photographs of item from various angles for your own records to ensure it arrives to us in the same condition as it left you. All returns orders are opened under cctv conditions which can be requested in writing. All returns remain your responsibility until they arrive back to us and must be received back to us within 5 working days of receipt. (Day 1 being the day of reported damage). In the event you need to make a claim we will always be happy to assist you. The lid must be placed back on the roses - not pushed down - with tissue paper in between the roses and lid. Your roses should be repacked using all bubble wrap to prevent them moving at all inside the shipping box. Please note for data protection we can only deal with the person who placed the order. In the event that your order is returned to us due to no one being at the delivery address you will be charged for re-delivery. This also applies to collections of goods being returned to us. This charge will be deducted from your final refund.
How do I place my order?
You can place your order via our website HERE or call on 01959 509541 and we can take all the details over the telephone and answer any questions you might have.
Can my roses go outside?
No. Our preserved, fresh and synthetic roses are all indoor flowers and meant for decorative purposes only.