Track your order
Every arrangement is made by hand in the boutique and delivered inside the window you chose at checkout. 95% of our deliveries reach the recipient within that window.
Find your order
Sign in with the email address you ordered with, including if you checked out as a guest, and your delivery window and status appear here. Your confirmation email also links straight to the order.
Something not right?
Message us on WhatsApp or call the boutique and we will trace the order with the courier. We can re-route a delivery right up to the scheduled time, and often even when the courier is already at the address.
Delivery questions
How do I track my delivery?
You will get a WhatsApp from the boutique as soon as your arrangement is ready to go out, and a confirmation once it has been delivered.
We do not publish a live courier map. A delivery round usually carries several arrangements, and a map would show the recipient addresses that have nothing to do with their gift. If you would like an update before your window, message us on WhatsApp or call +44 20 7373 9595 and we will check with the driver.
What time will my roses arrive?
At checkout you choose a delivery window: 11am to 7pm, 2pm to 7pm, or 4pm to 7pm in central London. Outer London addresses can select later windows, including evening delivery until 10pm. The same-day cut-off is 6.30pm for central London and 6pm for outer London. The windows available for your postcode are confirmed at checkout.
What happens if nobody is home?
Our courier contacts the recipient first. If there is no answer, we try to leave the arrangement with a concierge or a neighbour, or in a safe place at the address. If none of those is possible, the roses come back to the boutique and we redeliver, either later the same day or the following day. We will tell you which.
What happens if my delivery is late or does not arrive?
Contact us on WhatsApp or +44 20 7373 9595 and we will trace the order with the courier. If the arrangement could not be handed over, it returns to the boutique and we redeliver at the earliest opportunity, either the same day or the following day.
Can I change the delivery address or date after ordering?
Yes. We can re-route a delivery right up to the scheduled delivery time, and in practice even when the courier is already at the original address. A re-routing charge applies. Call or message +44 20 7373 9595 as early as you can: a change made late in the window may push the delivery into the next available slot.
What if the roses arrive damaged, or the colour is not what I expected?
Colour. If the shade you ordered is unavailable, we contact you before delivery and suggest the closest match, or a later date once that colour is back in stock. You will not be sent a substitute without being asked first.
Damage, quality or stem count. We replace the arrangement free of charge within 24 hours. If you would rather have a refund, send us a photograph by WhatsApp or email; we then collect the product and issue the refund.
Please tell us within 24 hours of delivery for fresh roses, and within 5 days for Infinite Roses.
Some of my roses have not opened yet. Is that normal?
Yes. Premium roses are cut at a tighter bud stage than supermarket flowers, which is part of what gives them their vase life. They open over the following days rather than arriving fully open. If stems are still closed after several days in fresh water, re-trim them and follow our rose care guide; if nothing changes, contact us within the timeframe above.
