You ask, we answer…
What if I need to change something on my order?
If you wish to make changes to your order, please do so either by calling our Studio on +27 (0)87 807 7852 or sending us an email on firstname.lastname@example.org. Please note that any changes to your order (delivery address, card message, additional items) must be made by 11pm the day before delivery. This ensures that we have enough time to amend your order before delivery. Please note once your order has been processed, cancellation is no longer possible.
What if I need to cancel my order?
If you wish to cancel your order more than 24 hours prior to the scheduled delivery date, a R100 cancellation fee will apply (to cover transaction fees). If you wish to cancel your order less than 24 hours from scheduled delivery date, your order will attract a 50% cancellation fee. Unfortunately orders that have already been prepared and/or scheduled for delivery cannot be cancelled.
Why do my flowers not look like the ones on the website I ordered?
Sometimes substitutions are necessary to guarantee top quality.
On occasion it may be necessary to substitute some or all of the flowers used in our arrangements or bouquets. This may be due to a number of factors that are not possible to predict, like flower or colour availability. Seasonal availability can also mean some flower types may vary from those displayed on our website. We will go out of our way to try and source the flowers that you want, however this is not always possible. The gift wrapping and packaging may also vary from what is pictured on our website.
If substitution is required we will guarantee to always substitute flowers of equal or higher value, and keep the theme of flowers chosen, ensuring your message to the recipient is not lost.
Where do you deliver?
We are located in Cape Town, Western Cape South Africa. From our centrally located store, we offer same-day delivery DIRECT to most Cape Town suburbs within a 30km radius. For delivery areas and rates please go to our Delivery Areas & Fee page.
How much does delivery cost?
The delivery charge depends on the location you are sending to. We personally hand-deliver all flowers direct to the recipient and prices start at R50. For delivery areas and rates please go to our Delivery Areas & Fee page.
What methods of payment do you accept?
For orders placed by phone, or online, we accept all major credit cards; VISA, Mastercard, and American Express. We also have the option of payment via Snapscan and EFT. However please note that order payments made through EFT are subject to the funds first reflecting in our bank account before orders are delivered.
Do you deliver on the weekend or public holidays (Trading Hours)?
Unfortunately, our flower studio is not operating on public holidays and Sundays. If you would like to place an order for the business day before the public holiday, we would be delighted to deliver the flowers for you. Our standard delivery times are Monday to Friday from 12h00 – 16h00 on the intended delivery date or Saturdays from 10hoo-13hoo. If you have any special flower delivery requests, please phone or email us and we will try to honor the request, however, it cannot be guaranteed. For more information please refer to our Delivery Information.
Can I order flowers in advance?
Yes, just select your desired delivery date during the checkout process. We’ll keep track of your flower order and will deliver on your selected date.
What if nobody is home?
It is our priority to deliver your order in person to the intended recipient. However, sometimes it happens that no one is home. Our drivers are instructed to first call the recipient to discuss alternative recipients in the nearby area (e.g. neighbor, friend). In the event your flowers cannot be delivered, then they will be returned to our studio. The recipient is welcome to collect the flowers from our studio (free of charge) or we can re-deliver the flowers for you (there is a charge involved). For more information please refer to our Delivery Information.
Returns and Refunds?
The Rose Cafe goes to great lengths to source the very best product for our customers. Our reputation depends on it. However, we are dealing with an organic product and on rare occasions, this product may not meet expectations. Please refer to our Return and Refund Policy.
How long will the flowers last?
Flowers are an organic natural item and flowers life span is dependent on species, resulting in some flower varieties living longer than others. You can generally expect your flowers to last 7 days provided they are cared for correctly.
We suggest 5 main steps which will help your flowers to last as long as possible:
- Stems should be cut on an angle (in or under running water if possible) as soon as you receive the flowers.
- Your vase should be clean, free from any soap residue, and filled with fresh water.
- Add the flower food which we provide.
- Always keep an eye on the water levels and change the water completely every 3 days.
- Keep the flowers out of direct sunlight and away from drafts (and air-conditioning).