Replacement Policy

Our brand is synonymous with a fantastic product backed up with exceptional customer service.

Rose Varieties

Roses come in all shapes and sizes. That is one reason why they are so loved. Some varieties open fully while others stay closed. Some are fragrant, others are known instead of their beauty and elegance.

Please know that the colour of our roses can differ slightly from images on our website. That’s because each morning our florists choose the very finest roses available that day, no matter where they are from in the world. The farms, bushes, light and seasons all produce a variance in shades.

Flower Care

Roses are, of course, a natural and perishable product. They react to their immediate indoor environment as well as external weather conditions. Drawing on our two decades of experience, we choose each flower by hand, ensuring only the freshest and highest quality blooms reach our customers.

We try to minimise the number of changes in condition which can reduce the longevity of our flowers. Once they are dispatched this is out of our control, so each package arrives with care instructions to help you look after them.

Please follow the instructions thoroughly to ensure maximum life of your flowers. The heat and humidity we have in Indonesia means that this is especially important to avoid early wilting. We recommend changing the water in your vase daily. Air conditioning, extreme heat and changes in climate can all have an adverse effect. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers.

Please refer to our flower care here for more information. 

Replacement Policy

Typically, your flowers should last a minimum of 2 - 4 days. All our flowers arrive with care instructions to help you get the most from them. Should you find that despite following these instructions your flowers perish within 2 days, please provide 2-3 images of the Roses both close up and from a distance in the vase and email  info@rosesonly.co.id

Upon assessing the images provided we’ll be happy to replace them if we can see they have perished despite proper care being provided. We are unfortunately unable to replace flowers if they have been disposed of without images being taken.

Refunds

Refund applies for non-delivery only, not for issues around quality control where a replacement will be provided. Please call us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right.

Where a refund is a there most appropriate resolution, please note that funds are credited back to the card or PayPal account they originated from.


We are unable to refund any orders which are placed for special occasions (Valentine's Day, Mother's Day & Christmas Day) and all promotional & discounted orders.

We will not take liability for any deliverable made where the recipient is not at the destination provided, a refund in the instance will not be provided.

Promotions  

Please note we run promotions randomly. In the instance you request a refund or cancellation as you have not utilized the promotion we are running, we cannot offer retrospectively and instead advise you sign up to our newsletter to ensure you are kept up to date with the latest promotions we are running.

Non- Delivery  

If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift (front/back of the house or with reception/neighbour).

Kindly note that we will not call recipient unless you have requested us to call. If the recipient is not home, our drivers will leave the box of roses outside the house where they deem safe.

If delivery fails because the provided address details are inaccurate or because no one is available to receive them and we cannot find a safe place to leave the roses, we can redeliver at 50% of the original Roses order cost and a delivery fee of IDR 50.000 Unfortunately, this is because of the perishable nature of our roses and we only offer the freshest and highest quality gifts, so are likely to need to replace them. Alternatively, you can collect: at Jalan Tanjung Duren Utara V/228, Jakarta Barat (contact +62 821 2345 7130 ) or  Jalan Opak 56, Surabaya (contact +62 851 0689 9050).

Small Errors 

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. In this instance, complimentary chocolates will be gifted to your recipient.

In the highly unlikely event that the recipient receives a totally incorrect order (ie red roses instead of pink roses), a photo of the roses must be taken in its original box and emailed to us at info@rosesonly.co.id Once this is confirmed, we will resend the box of flowers at the earliest delivery time possible for the day.

Valentine's Day  

During February, our prices increase since there is a huge demand for roses, and we find that costs from the best producers can nearly triple, which has an impact on our gift boxes. We don't want to compromise on our quality finish, so we want to make sure our returning customers know the reason behind the price differences for our Valentine's collection.