Payment, delivery and customer service – clearly explained
Before or after placing an order, the most important questions are always the same: how can I pay, when will the parcel arrive, how can I track it, and what can I do in case of withdrawal or a quality complaint? On this page You will find a clear overview of the payment methods, the delivery process, what the delivery costs include, as well as the steps for withdrawal and making a complaint. Which type of issue would You like to resolve quickly now?
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Guarantees Condition on delivery and stock About us
Payment methods
- Cash on delivery
- Card payment
- Advance bank transfer
Delivery
Delivery time: 2–10 working days from the date the order is placed.
- Roses can be ordered while stocks last, current availability can be checked on the website.
- Delivery charges are calculated according to quantity and weight.
- The parcel includes the invoice for Your purchase.
- Home delivery is carried out by GLS courier service.
- Delivery on working days between 8:00–17:00.
- After the parcel has been dispatched, we will send You an e-mail with the parcel number so that You can track Your shipment.
- The ordered roses are delivered from our site.
Parcel tracking – GLS
Delivery costs
Delivery: within the United Kingdom only.
The delivery fee covers not only the courier service charge, but also ensures that the roses are professionally packed, insured and can be tracked.
Delivery costs include:
- product insurance – providing cover in case the parcel is damaged or lost in transit,
- packaging – protective packaging to preserve the condition of the live plants,
- administration – the costs of dispatch, insurance and all related administration,
- delivery – GLS home delivery, notification text messages, e-mails and the background system for parcel tracking.
Our prices are gross prices and include VAT.
Delivery charges
| 1 - 1 pcs: | 35 £ |
| 2 - 2 pcs: | 26 £ |
| 3 - 3 pcs: | 18 £ |
| 4 - 6 pcs: | 11 £ |
| 7 - 7 pcs: | 9 £ |
| 8 - 8 pcs: | 8 £ |
| 9 - 9 pcs: | 5 £ |
| 10 - 12 pcs: | 4 £ |
| 13 - 18 pcs: | 4 £ |
| 19 - 100 pcs: | 4 £ |
The above charges are for information only; for larger quantities or special requirements, customer service can provide an individual quotation.
Right of withdrawal and complaints handling
Right of withdrawal
- The customer has the right to withdraw within 14 days of receiving the goods.
- Please notify our customer service of Your intention to withdraw in writing.
- The product must be returned without delay, but no later than 14 days from the notification of withdrawal.
- The cost of returning the product is borne by the customer.
- The returned roses must be in a condition corresponding to that on receipt and suitable for resale.
- After checking the returned product(s), we will refund the full amount of the order.
Complaints handling
Processing time: 2 working days
Please send any quality complaint – preferably with photographic documentation – by e-mail.
Quality complaint
If the product arrives in unsatisfactory condition, please report the problem within 48 hours, with photographic documentation, to [email protected].
You can choose from the following options:
A. Using the growth guarantee
Duration of the growth guarantee: 1 month
- You plant and care for the rose.
- If the plant dies during the guarantee period, we will refund the price of the product.
- Please send photographic documentation of the dead plants.
B. Returning the product under complaint
- You return the faulty product to us.
- The cost of return is paid by the customer.
- We will refund the price of the plant.
C. Destroying the product under complaint
- You do not return the product, but destroy it Yourself.
- Please send a photograph of the destruction by e-mail.
- We will refund the price of the product.
To process the refund, please send us by e-mail:
- the invoice number or order ID relating to the order,
- the bank account number required for the refund.
Data protection
The personal data required for placing and fulfilling the order (name, billing and delivery address, e-mail address, telephone number) are used solely for processing the order and fulfilling the contract.
- Data controller: operator of the PharmaRosa® rose online shop.
- Only the data controller and – to the extent necessary for delivery – the courier service have access to the data.
- Duration of data processing: the period determined by statutory obligations (accounting retention, etc.).
- The data subject is entitled to request the rectification, erasure or restriction of processing of their data and to object to the processing of their data.
Would You like to deal with delivery, withdrawal or a quality complaint quickly in a single e-mail?
We will send You a short, clearly structured service e-mail tailored to Your situation (delivery, payment, withdrawal, complaint), so that You only need to fill in the missing fields.
- Clarifying payment questions: cash on delivery, card payment, advance transfer
- Delivery and parcel tracking: GLS delivery, parcel number and status confirmation
- Delivery charges and conditions: quantity/weight-based charges, packaging and insurance
- Managing withdrawal: notification of the 14-day right of withdrawal, process of returning goods
- Quality complaint within 48 hours: photographic documentation, choosing the appropriate type of case
- Compiling the data required for a refund: order ID, bank account number
Request administration Or write to us directly: [email protected]
PharmaRosa® Purchase security
Stock, delivery, guarantee – clearly explained.
