An order from David Austin Roses will arrive safely and securely by FedEx. If you have provided a delivery instruction then your order will be left as requested. Both Bare Root and 2-Quart Potted roses will arrive securely packaged in a sturdy, rose print box. Depending on the items ordered and the time of year your items may arrive separately.

Yes, we accept alternative addresses at checkout – just choose a billing address and a separate delivery address. Please note that it is your responsibility to make sure that the delivery address is accessible for the delivery vehicle and is able to accept the delivery.

During the checkout process you are able to leave delivery instructions to make sure your order is left in a safe place.

No, our couriers are instructed to follow the delivery instructions provided by the customer at checkout and if no instructions are given, leave the order in a safe place/with a neighbour. If someone is available to receive the order the courier may ask for a signature.

Yes, you have the right to cancel an order within 14 days of the order being made. In some cases an order can be cancelled or changed before dispatch. To do so, call us on 800 328 8893 between 9.00am and 5.00pm CST, Monday - Friday on the day of purchase. If an order has already been dispatched please see our returns, replacements and refunds policies for more details. Any additional charges to a changed order will be made at the point of the change.

We’re very sorry your order has not arrived on time. Please note that deliveries are currently taking up to 2-4 working days to arrive. Please call our helpful team on 800 328 8893 with your order number and we will check on the status and delivery estimate of your order.

Depending on the items within your order, some products may arrive separately to ensure items arrive in a safe and timely manner. Please don’t hesitate to call us on 800 328 8893 if you feel an item should have arrived. The following are common reasons for different delivery dates for our products:

BARE ROOT ROSES: Bare root roses ordered between June and December are not delivered until January - May of the following year, depending on your zone.

2-QUART ROSES: 2-Quart potted roses are available to pre-order twice a year. Those ordered between February and March will be delivered between April and May. Those ordered between June and August will be delivered between September and October of the same year. All dependent on your zone.

BOOKS AND ROSE ACCESSORIES: To prevent damage, non-rose items are shipped separately, by your chosen shipping method.

Yes we do. We take every care to breed, grow and deliver the best roses. If a rose fails to grow or arrives damaged, we will replace it free of charge. That’s the David Austin promise. If you would like to request a replacement or refund of a rose within the 5 year guarantee period, please complete our Returns form.

We’re very sorry to hear this and apologies for any inconvenience caused. If you call us on 800-328-8893 or email us@davidaustinroses.com  our friendly and helpful team will help resolve the issue as quickly as possible.

 In the event that you receive an item you didn’t order please call us on 800-328-8893 or email us@davidaustinroses.com and our friendly and helpful team will help resolve the issue as quickly as possible.

You have the right to return any non-Rose product within 14 days of receiving the last item of your order. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of unreasonable use). Refunds will be made within 14 days of receiving the goods back or from 14 days of proof of return. The cost of returning the order must be met by the customer.

Please note you must first notify us by phone, and subsequently by email or letter of your cancellation and return.
You can only return items if they were ordered online or by phone directly from David Austin Roses. The products must be returned in the original packaging or secure packaging.
Please make all returns out to: David Austin Roses, 15059 State Hwy 64 W, Tyler, TX 75704.

Please note you must first notify us by phone, and subsequently by email or letter of your cancellation and return.
You can only return items if they were ordered online or by phone directly from David Austin Roses. The products must be returned in the original packaging or secure packaging.
Please make all returns out to: David Austin Roses, 15059 State Hwy 64 W, Tyler, TX 75704.

Yes, gift cards/vouchers can be cancelled within 14 days of purchase. Please call 800-328-8893 quoting your order number and gift card/voucher number. Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order. The amount refunded will depend on two factors: the purchase price (not full value of the gift card) and any deductions already made on the card. We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.

If you are returning an item, changing an item or an item was damaged/broken on delivery a refund of the purchase value will be made to a gift card within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same card please supply the gift card/voucher number.

All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods. We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.

UNWANTED ITEMS:
Under the Consumer Contracts Regulations you have 14 days from final delivery of an order to return any unwanted or faulty items. However, we advise that you contact us as soon as possible about your need to return your order. All of our rose products are living and therefore perishable, the longer they are left the more likely they will become unsalable, reducing the amount we are liable to refund.

FAULTY OR DAMAGED ROSES:David Austin Roses offers a 5 year guarantee and life time support for any rose ordered directly from David Austin Roses. This means that if anything is wrong with your rose within the first 5 years we will be happy to help get your rose flourishing or discuss a replacement if necessary. To speak to us about this please email us at help@davidaustinroses.co.uk with a photo of your rose along with the query. After the first 5 years our team are also available to help make sure you’re getting the best possible experience from your roses, to find out more simply email help@davidaustinroses.co.uk.

FAULTY OR DAMAGED NON-ROSE ITEMS:
Under the Consumer Contracts Regulations you have 14 days from final delivery of an order to return any unwanted or faulty items. We apologise for any inconvenience caused and will do our best to replace or refund your order a soon as possible. We may ask for proof of damage or faulty goods and items will be checked upon return. Return costs will be met by David Austin Roses for faulty goods.