If something isn’t right, email support@rosebox.co.uk and we will sort it out.
Changed your mind?
You can cancel your order within 14 days of the day it is delivered, without giving a reason. Tell us by email within those 14 days, then send the box back within 14 days of telling us.
Please pack it carefully. We refund the price and the standard delivery charge within 14 days of getting the box back, and may reduce the refund if the box or roses have been handled more than was needed to look at them. Unless the box was faulty, the cost of sending it back is yours.
Personalised boxes
Boxes with a personalised lid are made to your instructions, so the 14-day right to cancel doesn’t apply to them (Consumer Contracts Regulations 2013, regulation 28). They are still covered if they arrive damaged or faulty.
Damaged or faulty
If your box arrives damaged, or isn’t what you ordered, email a photo as soon as you can, ideally within 48 hours of delivery. We will send a replacement or refund you in full, including delivery. This doesn’t affect your rights under the Consumer Rights Act 2015.
Food
Chocolates and other food can’t be returned for a change of mind, because they don’t keep. They are covered if they arrive damaged or faulty.
How to send a box back
Email us first and we will send the returns address. Use a tracked service and keep the proof of postage.