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F A Q

Frequently Asked Questions - Customer Service

How do I order?
Browse or search rosetime.com.au to find the flowers you would like to send Click "Add to Cart" followed by "Proceed to Checkout". Login or enter your Billing Information. Enter the recipient details, select a delivery date and provide the card message you would like to accompany your gift. Select your payment method - Paypal or provide your credit card details. Review your order and confirm payment A confirmation page will be displayed with an order number. You will also receive a confirmation email.

Do I need to be logged in to order?
You do not need to be logged in to order. You can choose to checkout as a guest or choose to become a member via the checkout process.

Where do you deliver to?
Rosetime is located in Melbourne and delivers to all of metropolitan Melbourne. We also have associate florists in Brisbane and Sydney. We can deliver to almost all other areas in Australia via our network of professional florists.

How will I know if you have received my order?
We will send you an order confirmation via email with your order details.

Can you let me know when my flowers have been delivered?
With the exception of Valentines Day and Mothers Day, we can generally call you back with delivery details if you phone to request an update to status. On the special days mentioned, we are unable to provide delivery confirmation same day however we can provide details of delivery on the following day. We are in the process of implementing an alert system that will send you an SMS when delivery has been completed. Deployment of the SMS delivery advice system will begin in June 2012 on a trial basis.

What is the currency of the prices shown?
All prices are shown in Australian Dollars (AUD).

What happens if no one is at home to receive delivery of my flowers?
There is a field on the order page for you to enter instructions in case no one is at home when the delivery occurs. If you do not provide any instructions we will generally leave the flowers at the door if considered safe. If it is not safe to leave the delivery, a calling card will be left asking the recipient to contact us to arrange a suitable re-delivery time and / or location. Additional charges may apply.

Do you provide 'same day' deliveries?
Rosetime guarantee to make delivery of your flowers same day for orders placed by 1:00pm Monday to Friday (metropolitan areas). If for some unforseen reason we are unable to complete delivery same day, we will make delivery the following trading day and profide a $25 credit to your account for use the next time you send flowers. Orders placed after 1:00pm will be delivered same day if a courier run is available otherwise your flowers will be delivered in the morning on the next trading day.

Do you deliver on the weekends/public holidays?
Rosetime will deliver to all locations in our network from Monday to Saturday. Deliveries are unable to be made on public holidays and Sundays with the exception of Mother's Day and Valentine's Day.

Are my details secure when ordering online?
Our online ordering system is based on the SSL 128 or 256 bit encryption standard (depending upon your browser version). Provided you are using an SSL-compliant browser such as Mozilla or Microsoft's Internet Explorer, your information will be encrypted and be is considered to be unviewable even in the unlikely event of interception.

What do I do if I want to cancel my order?
Telephone us as soon as possible. Order cancellation will may incur a $15 administration. Cancellation is not possible if your flowers have been arranged and/or forwarded.

Do you have a privacy policy?
Yes - see our Privacy Statement here. Privacy Statement .