Terms and Conditions
Our team are continuing to work hard dispatching roses during these restrictive times, insuring we are able to send roses to your friends and family (or for your own garden). Please be aware that our despatch dates for gift wrapped and Name Your Own Roses are booking up quickly, so please get you orders in early to avoid disappointment. If you are ordering from our potted selection (without gift wrap and card), please allow up to 21 days for delivery.
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 dispatched 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 and offer free advice. All our roses are outdoor plants and are not to be kept indoors at any time. We unfortunately cannot guarantee that the rose will be in flower at time of delivery.
Carriage and Delivery
Customer Notice: Changes to Our Delivery Terms
We have been advised by our chosen carrier (APC) that as on 14th March 2020 the following alterations will take effect relating to doorstep delivery of our roses and products.
APC Overnight No Contact Delivery Practice
In light of the current pandemic and in order to protect the safety of both consignees and delivery drivers, recipients will not be required to our sign the ePOd device or hard copy document. Consignees will be required to provide their name verbally to the delivery driver for inclusion on the delivery record. If a customer refuses to give their name the consignments will not be left with them and treated as ‘refused goods’.Every endeavour is made to ensure that your rose arrives in pristine condition (roses dispatched during the autumn and winter months arrive cut-back) 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 dispatched as close to the delivery date as possible, either before the requested date, or following, depending on when the order is placed.
Please note deliveries are made during the hours of 8am-6pm on standard delivery.
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 dispatch must be received by 3pm. Orders received after this time will be dispatched on the next working day at the earliest.
We do not deliver on Sundays or Bank Holidays
We do not dispatch 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 £9.95:
Isle of Wight (1-2 working days), Scottish Highlands and also some post codes in Scottish Mainland (3-4 working days).
Delivery to the following area(s) incurs a surcharge of £9.95:
Isle of Man (allow 3-4 working days for delivery), Channel Islands (allow 3-4 working days for delivery) and Northern Ireland (delivery 1-2 working days)
Delivery to the following area(s) incurs a surcharge of £12.95:
Republic of Ireland, Scottish Offshore (allow 4-5 working days for delivery)
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 dispatch and delivery of your rose(s). All surcharge areas work on a standard 2-5 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 £4.95 (£5.95 for some post codes in Scotland). This service is available with gift roses only, and only available to delivery addresses which do not require a surcharge. (This service is not available in the current situation)
Saturday deliveries are not included within our Standard Delivery service, and incur a £9.95 surcharge. Saturday deliveries can be obtained by choosing the date in the calendar during the ordering process.
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, with a price starting around £5,000 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 dispatched during the growing season (i.e. March to October) must be reported to us within 28 days of receipt, and problems with roses dispatched outside the growing season (i.e. November to February) by April 30th following receipt of the rose(s). During the growing season, all dispatched roses are healthy, strong specimens and replacement of these roses is at the discretion of Country Garden Roses.
Roses are living plants and at certain times of year they may have some greenfly hiding in them. Rest assured that all our roses have been regularly treated and cleaned before being dispatched. If there are some greenfly on a rose on arrival, you can simply dust them off with a small clean paintbrush.
Guarantee of Scent and Colour
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. Also weather and temperature can affect the colouring of the roses. One year a rose can flower more purple and the following year be more pink, also where they are placed in the garden can affect the colour of the flowers. Country Garden Roses cannot guarantee scent, as scent is subjective, as stated previously.
"Roses have one of the most complex, widely ranging perfumes of all flowers. The weather conditions on the day before the rose opens, the age of the flower, the season and even the time of day all influence the fragrance of an individual bloom" -David Austin
All roses on all offers are with delivery to the same address.
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.
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