Frequently Asked Questions
Having been supplying high quality roses and information for the past twenty years, we have come to notice that a lot of the same questions creep up again and again. So here's our quick run down of the answers. If you can't find an answer to your question here, please get in touch with us via e-mail, or send us a message here.
Q. WHERE IS MY CONFIRMATION E-MAIL?
A. Sometimes, as we are a business, our confirmation e-mails are blocked by junk and spam filters. Please check your spam box for our confirmation e-mail before contacting us. If you still cannot find your confirmation e-mail after 24 hours, please get in touch with us by e-mail or telephone to check that we received your order.
Q. WHAT IS THE DIFFERENCE BETWEEN A 'POTTED GIFT ROSE' AND A 'POTTED ROSE'?
A. A Potted Gift Rose is delivered gift wrapped with a gift label and a gift bow attached to the rose with a gift card in the pack and it is possible to choose the date you wish your rose to arrive by. A Potted Rose is delivered within a 10 working day period and has a plain printed label attached and does not include the gift items.
Q. WHAT WILL THE POTTED GIFT ROSE LOOK LIKE ON DELIVERY?
A. Your rose is potted into a 5-7 litre plastic container, which is then bagged and strapped into a box 2-3 feet tall. It will then be delivered via APC courier service. The box is for protection during transit only and is not a presentation box.
Q. HOW DOES THE NAME YOUR OWN SERVICE WORK?
A. When you buy a Name Your Own rose, you are personalising one rose as you would personalise an item of jewellery. Country Garden Roses owns the rights to all three varieties of Name Your Own roses, which means they cannot be sold elsewhere. If in the future you wanted to purchase the same rose in the same name, you can do this simply by placing another order. Please see our Terms and Conditions.
Q. WILL THE NAME I USE FOR A NAME YOUR OWN ROSE BE FEATURED ON THE WEBSITE?
A. Not at the current time, but this is something we are hoping to implement in the form of a Name Your Own Rose Hall of Fame.
Q. WHEN WILL THE POTTED GIFT ROSE I HAVE ORDERED BE DELIVERED?
A. On the standard delivery which is included in the cost of your potted rose, we try to dispatch roses to be delivered within 24 hours of your requested delivery date.
Q. WHEN WILL THE POTTED ROSE I HAVE ORDERED BE DELIVERED?
A. The potted non-gift service is dispatched once a week, your rose will be delivered by the Friday of that week, or the following Monday at the latest.
Q. WHAT IS THE DIFFERENCE BETWEEN A CLIMBING ROSE AND A RAMBLING ROSE?
A. A rambler will flower on the previous year's growth, whereas a climber flowers on new growth only. Therefore ramblers do not need to be pruned; only tiding and removing die back.
Terms and Conditions
All roses sold by Country Garden Roses are sent out in perfect condition. We cannot accept responsibility for any rose that fails through the negligence of care or horticultural inexperience. To attempt to avoid this, all of our roses are despatched with a comprehensive rose care guide. If there is a cultural problem or the purchaser requires advice or assistance at a later date we are only too pleased to help or offer free advice. We unfortunately cannot guarantee that the rose will be in flower at time of delivery.
Carriage and Delivery
Every endeavour is made to ensure that your rose arrives in pristine condition and, in the case of gift service roses, by the requested date. If any rose is damaged in transit this is usually down to a problem with the courier service. We will certainly look into each individual case and you will be compensated if deemed necessary.
On our free standard delivery, all roses leave our nursery to arrive with the recipient within twenty-four hours of the requested date. If a specific date is required, then you must select the Guaranteed Delivery Date option to ensure your rose arrives on the correct date. If any rose arrives later than twenty-four hours after the requested date this is nearly always due to a problem with the courier service, which is outside of our control. If a problem arises, we will do whatever is necessary to resolve the situation as quickly and simply as possible.
Orders received for delivery on unavailable dates will be despatched as close to the delivery date as possible, either before the requested date, or following, depending on when the order is placed.
Country Garden Roses holds no responsibility for any problems with delivery for orders without leaving instructions, a contact telephone number or a complete and correct postcode.
Orders for same day despatch must be received by 3pm. Orders received after this time will be despatched on the next working day at the earliest.
We do not deliver on Sundays (excluding Mothering Sunday & Father's Day) or Bank Holidays
We do not despatch on Saturday, Sunday, Bank Holidays
or the day before a Bank Holiday Weekend
Extra Delivery Charges
To some delivery addresses, our courier service charges an extra surcharge on top of our free standard delivery.
Delivery to the following area(s) incurs a surcharge of £12.95:
Scilly Isles, Isle of Man, Isle of Wight, Scottish Highlands and also some post codes in Scottish Mainland.
Delivery to the following area(s) incurs a surcharge of £15.95:
Channel Islands and Northern Ireland
Delivery to the following area(s) incurs a surcharge of £19.95:
Republic of Ireland
If you have any questions or doubts regarding surcharges or delivery times, please phone our office for confirmation, on 01939 211900. Lack of required surcharges can delay the despatch and delivery of your rose(s). All surcharge areas work on a standard 2-3 working day delivery service.
Guaranteed Delivery Date
Although we endeavour to have all gift roses delivered within twenty-four hours of the requested date, the only way we can guarantee to have delivery on a specific date is to subscribe to the Courier Service's Guaranteed Delivery Date Service which incurs an extra charge of £9.95. This service is available with gift roses only, and only available to delivery addresses which do not require a surcharge.
Saturday deliveries are not included within our Standard Delivery service, and incur a £19.95 surcharge, which you must include yourself during the ordering process. Failure to apply this surcharge when prompted will mean your rose is despatched for the closest possible date, either before or after the Saturday, depending on when the order is received.
Special Delivery Options
Weekend deliveries and Designated Delivery Days are only available to England, Wales and parts of Scotland, all other areas (see surcharges) are on a 2-5 working day delivery service.
Name Your Own Rose Service
Country Garden Roses owns the complete rights to the several varieties of roses (some of these colours sell out towards the end of Summer, with more stock arriving in the Autumn). These roses are only available from us as we arrange for a grower to breed and grow each variety specifically for us. The roses are sold separately and named individually providing the chosen name is not already in use by a rose on general sale. Please note that there is no formal registry in the UK listing commercial names of rose varieties. However, we use Roses UK as a point of reference. This is a joint venture between the 'British Association of Rose Breeders' and the 'British Rose Growers Association'. If you are in any doubt over your chosen name, please ask for advice. This will ensure, as far as reasonably practicable, that you do not choose a name that is already in use. Customers only own the one rose purchased and not the whole crop.
A single rose purchase does not entitle you to any further roses from the annual crop unless further roses are purchased individually. A named rose will not be sold or distributed nationally as the chosen name is purely a personal choice. The chosen name will not be formally registered on any listing, and will not appear on our website or any other website. If you wish to name a whole crop of roses for national distribution, please ask for details. Please note, as this is an outdoor rose it will be dormant in the winter months and will not have foliage or blooms until the spring or summer.
All prices include VAT at the relevant rate where applicable.
Card Security and Privacy
All transactions are completely secure. All credit card numbers are handled through Sagepay Europe Ltd. Any details which you provide to us from which we can identify you are held and processed lawfully and in accordance with the Data Protection Act 1998.
Refunds and Returns Policy
Roses can only be returned if the strapping inside the box has NOT been cut.
Only on receipt of the rose and box intact and within three working days of the date of delivery, will we complete a full refund.
Guarantee of Quality
We aim to supply the highest quality roses, but as with all living things, problems can arise. All problems with roses despatched during the growing season (i.e. March to October) must be reported to us within 28 days of receipt, and problems with roses despatched outside the growing season (i.e. November to February) by April 30th following receipt of the rose(s). During the growing season, all despatched roses are healthy, strong specimens and replacement of these roses is at the discretion of Country Garden Roses.
Guarantee of Scent
Scent is a very subjective aspect of a rose, and whether or not a rose has a scent can actually vary from person to person. Other factors which increase scent can be weather and temperature. Roses are generally more scented during warm sunny periods, as more of the blooms' oils are able to melt at the higher temperature, releasing more scent. If you find that a rose we recommend as scented does not have a particularly strong scent, cut the flowers and place them in a vase inside. The warmer climate of your home may assist in melting the appropriate oils for scent. Country Garden Roses cannot guarantee scent, as scent is subjective, as stated previously.
Order Cancellation Policy
Please submit any cancellation via email to [email protected], or call on our business phone at 01939 211900. Within 14 days of receipt of order and before goods are shipped.
Email cancellations must contain the following: First name, last name, order number, and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you in regards to cancelling your order.
Every effort will be made to accommodate the cancellation of your order, providing your order has not been shipped.
Once the merchandise has been shipped, please refer to our refund policy above.
Country Garden Roses has prepared the content of this website responsibly and carefully, but disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website or on other linked websites or on any subsequent links. This includes but is not by way of limitation:
- any implied warranties of merchantability and fitness for a particular purpose
- any errors, omissions, or inaccuracies in the information
- any decision made or action taken or not taken in reliance upon the information
Country Garden Roses makes no warranty as to the content, accuracy, timeliness or completeness of the information or that the information may be relied upon for any reason and bears no responsibility for the accuracy, content or legality of any linked site or for that of any subsequent links.
Country Garden Roses makes no warranty that the website service will be uninterrupted or error free or that any defects can be corrected.
Country Garden Roses shall not be liable for any losses or damages (including without limitation consequential loss or damage) whatsoever from the use of, or reliance on, the information in its website, or from the use of the Internet generally. Any links to other Web sites does not constitute an endorsement or an approval by Country Garden Roses of any products, services, policies or opinions of the organisation or individual.
These disclaimers and exclusions shall be governed by and construed in accordance with English Law under the exclusive jurisdiction of the English courts. Those who choose to access this site from outside the United Kingdom are responsible for compliance with local laws if and to the extent local laws are applicable.
Data protection and confidentiality
Some services on this website require us to collect personal information from you. To comply with the Data Protection Act, we have a duty to tell you how we store the information we collect and how it is used.
Any information you do submit will be stored securely and will never be passed on or sold to any third party.
Personal information and anonymity of our users
Log files are maintained and analysed of all requests for files on this website's web servers. Log files do not capture personal information but do capture the user's IP address, which is automatically recognised by our web servers.
Aggregated analysis of these log files is used to monitor website usage. These analyses may be made to available to Source Design staff to allow them to measure, for example, overall popularity of the site and typical user paths through the site.
Except as stated already, Source Design will make no attempt to identify individual users. You should be aware, however, that access to web pages will generally create log entries in the systems of your ISP or network service provider. These entities may be in a position to identify the client computer equipment used to access a page. Such monitoring would be done by the provider of network services and is beyond the responsibility or control of Source Design.
Source Design will make no attempt to track or identify individual users, except where there is a reasonable suspicion that unauthorised access to systems is being attempted. In the case of all users, Source Design reserves the right to attempt to identify and track any individual who is reasonably suspected of trying to gain unauthorised access to computer systems or resources operating as part of Source Design web services.
As a condition of use of this site, all users must give permission for Source Design to use its access logs to attempt to track users who are reasonably suspected of gaining, or attempting to gain, unauthorised access.
All log file information collected by Source Design is kept secure and no access to raw log files is given to any third party.
This website does not store any information that would, on its own, allow us to identify individual users of this service without their permission. Any cookies that may be used by this website are used either solely on a per session basis or to maintain user preferences. Cookies are not shared with any third parties.
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