If you do not find answers to your questions here please have a look at our Terms and Conditions, this can be found at the bottom of the panel on the left hand side of this webpage. If your questions are still unanswered then we will be happy to answer them by email, please email us at roze@roze.co.uk

1. DELIVERY INFORMATION

1.1 BASIC DELIVERY INFORMATION

Deliveries will not be made on Sundays, English Bank Holidays, Christmas Eve, Christmas Day, Boxing Day or New Years Day.

We will deliver worldwide. Please ensure that you enter the full address, including the postal code of the recipient and the country. We cannot be held responsible for goods which are not delivered due to an incorrect address.

Goods sent to hospitals, military bases and business addresses will be delivered to the reception or mailing room for internal distribution. Please provide detailed information in the special instructions box on departments / wards / bed numbers to help your goods get to the correct recipient.

Your goods will be dispatched the next working day after your order. Unless you have selected special delivery next day (for UK addresses only), we cannot guarantee the arrival times of the goods but below is an approximate indication as to how long it will take:

- For UK addresses using First class mail, 1-3 working days after dispatch. If your order is £30 or above, for added protection we will send you your items by Recorded delivery, please make sure someone is available at the delivery address to sign for the package. If no one is at the address when the delivery is attempted the postmen will leave a card telling the recipient that the item has been taken back to the delivery office and tells them where and when they can pick it up.

- For Continental Europe addresses (airmail), 6 - 9 workings days.

- For addresses in other countries (airmail), 9 - 15 working days.

- From time to time we have special promotional offers of free delivery to the UK, if this is the case we will advertise it on our home page and there will be a delivery option of 'Free UK delivery on orders over £19', if you select this delivery option then delivery will take between 3 to 5 working days (i.e. Mondays to Fridays) after dispatch.

If you do not receive your order in the above timescale please send us an email and we will enquire the post office and update you. If you do not receive your order and have not sent us an email informing us of this within 60 days of your order we will try our best to enquire the post office however we cannot be held responsible for items lost in the post.

Unless otherwise stated, most of our flowers will not fit through a standard letterbox, therefore someone needs to be available at the delivery address to collect the flowers from the postmen. If no one is at the address when the delivery is attempted the postmen will leave a card telling the recipient that the item has been taken back to the delivery office and tells them where and when they can pick it up.

1.2 SPECIAL DELIVERY FOR A UK ADDRESS

Note for Special delivery for a UK address

If you have selected special delivery for a UK address your goods should arrive two working days after your order. Below are more details on delivery timescales for special delivery:

If you order on Monday you should receive the item on Wednesday by 1pm.

If you order on Tuesday you should receive the item on Thursday by 1pm.

If you order on Wednesday you should receive the item on Friday by 1pm.

If you order on Thursday or before 12pm on Friday you should receive the item on the following Monday by 1pm.

If you order on Friday after 12pm, Saturday or Sunday you should receive the item on the following Tuesday by 1pm.

Note in the event that the date of delivery is a public holiday you will receive the item the next postal delivery day.

1.3 POSTAL COSTS

The total postage and packaging cost is made up of:
The postage cost per item + A single cost for packaging

The single cost for packaging for:
- UK first class delivery) is £1.95.
- UK address - Special delivery next day by 1pm is £8.20
- Europe (excluding UK) is £3.90
- Rest of the world (excluding Europe) is £4.80

For example:
If you order 4 items to be delivered by 'UK first class delivery' and each item has a per item postage cost of £0.30 then the P&P cost for first class delivery would be £3.15, this is calculated by £1.20 (4 times £0.30) plus packaging cost of £1.95

For UK adddresses, there is also a FLAT RATE delivery option of £6.90. You can select this option at the checkout. If you choose this option you pay a flat rate of £6.90 irrespective of how much you order. FLAT RATE deliveries will take approxmately 3 - 5 days to arrive. This option is cost effective if you order many items from us or the items you order are heavy.

1.4 COMPENSATION FOR LOST IN THE POST

If you do not receive your package in the timescales indicated in section 1.1 please contact us within 60 days of the date of your order. If your package has been lost in the post we will give you, at your choice, either a full refund or we can resend. Please note that if stock is no longer available then resending will not be an option and instead we will give you a full a full refund.

1.5 COMPENSATION FOR DELAY (FOR UK ADDRESSES ONLY)

Compensation for delay is only avaliable for the delivery method: Special Delivery

If you do not receive your package in the timescales indicated in section 1.2 please contact us within 10 days of posting, if you do not contact us within 10 days of posting then we cannot give you any refund for delay.

If you selected Special Delivery as the delivery method and if the package is delayed due to royal mail not meeting the requirement for timely delivery then we will give you a partial refund of £4.

2. FREQUENTLY ASKED QUESTIONS

Why does Paypal keep on rejecting my credit card or debit card? 

Firstly make sure that the billing address that you entered is exactly the same as the billing address for your credit or debit card. Secondly, the card information should be entered in such a way that it does not contain any spaces or dashes in between.

I have not received my package

Your goods will be dispatched the next working day after your order. Unless you have selected special delivery next day (for UK addresses only), we cannot guarantee the arrival times of the goods but below is an approximate indication as to how long it will take:

• For UK addresses using First class mail, 1-3 working days after dispatch.
• For Continental Europe addresses (airmail), 6 - 7 workings days.
• For addresses in other countries (airmail), 9 - 15 working days.
• From time to time we have special promotional offers of free delivery to the UK, if this is the case we will advertise it on our home page and there will be a delivery option of "Free UK delivery on orders over £19", if you select this delivery option then delivery will take between 3 to 5 working days (i.e. Mondays to Fridays) after dispatch.

If you do not receive your order in the above timescale please send us an email and we will enquire the post office and update you. If your package is lost in the post we will either resend or give you a full refund.

Please note that if you do not receive your order and have not sent us an email informing us of this within 60 days of your order we will try our best to query the post office however we cannot be held responsible for items lost in the post.

Explanation of paper thickness

gsm is an Abbreviation for grams per square metre. This indicates the weight of paper, it also indicates the thickness of the paper. Generally, the higher the gsm the thicker the paper.

For example: A typical photocopier paper would be 80 gsm, a good letterhead paper might be 100 gsm, a postcard would be about 250 gsm.

Thread weight/thickness

Weight is a way of indicating the thickness of a thread.

The most common weight system specifies the length of the thread in kilometres required to weigh 1 kilogram.

Regular cottons threads usually have a weight of 40.

The lower the number the thicker the thread.

For example:
Heavier threads can have a weight of 20.
Thinner threads can have a weight of 60.

What is the difference between crystal beads and glass beads?

Crystal beads is made from glass that has lead oxide added to normal glass to make the beads more brilliant. Lead oxide added to the molten glass makes the beads refract light more efficiently. This gives crystal beads a higher index of refraction than normal glass beads, and consequently much greater lustre and sparkle.

The lead oxide content also increases the weight of the crystal beads as compared to normal glass beads.

Different types of crystal beads have different levels of lead oxide content. Typically the higher the level of lead oxide content the more the beads will sparkle.

Our Auralescent beads have a lead oxide content of over 26%.
Our standard crystal beads have a lead oxide content of 16% - 23%.

For faceted beads, regardless of whether they are made of crystal or glass, the more facets they have the more the beads will sparkle. Typically beads with more facets have a higher price as they are more difficult to cut.