I received my order, but the items are incorrect/not as described

We're sorry to hear that something isn’t quite right with your order. We always aim to ensure our products match their descriptions and images, but occasionally, things may not arrive as expected.

What Do We Mean by “Not as Described”?

This can include:

• The wrong variety or product received
• The size, colour, or quantity is different from what was ordered
• The item does not match the description or image on our website or catalogue

What to Do Next

If your item doesn't seem to match the product description:

• Check the label and packaging – Sometimes varieties can look different at certain stages of growth or may be labelled with an alternate name.
• Refer to the product listing – Details such as plant size, flowering time, or colour can vary slightly based on the season or growing stage.
• Still unsure? – We’re happy to help verify what you’ve received.

What to do if your order is incorrect

1. Double-check your order confirmation

Please review your order confirmation email or your account order history to ensure the item(s) you received don’t match what you originally ordered.

2. Take photos

If something is incorrect, please take clear photos of:

• The item(s) you received
• The product label (if applicable)
• The packaging

3. Contact our Customer Service team

Get in touch with us as soon as possible. You can Send us a Message or Email us at cs@roses.co.uk 

What information to include

To help us resolve your issue quickly, please include:

• Your order number
• A description of the incorrect item(s)
• A clear photo of the item(s) received

  A photo of the label or packaging (if applicable)

What happens next?

Once we receive your message and photos, we’ll:

• Review the details
• Confirm whether the item is incorrect or has been misdescribed
• Offer a suitable resolution — which may include a replacement, refund, or alternative

We're here to help

Mistakes happen, but we’ll always do our best to make things right. If you have any concerns or questions, don’t hesitate to reach out — our friendly team is happy to help.

We appreciate your patience and are committed to making things right.