We take great care to ensure that your order delivery goes smoothly. We dispatch all of our orders through DPD and currently 99.8% of orders are delivered in line with our customers expectations.
Occasionally things don’t quite go according to plan and in these circumstances we ask that you read and follow the following guidance before contacting us.
For any queries after dispatch please contact DPD at dpd.co.uk or via their app.
Essential Checks #
Please read the following information before contacting us:
1. Check your order confirmation. #
We will have sent you an order confirmation when your order was successfully completed. Please do check all mailboxes including spam/junk if it is not in your inbox. This will give you details on your orders delivery address and the estimated delivery date. We ask our customers to check this fully and in detail, to confirm all the information is correct.
If you have not received your order confirmation, please get in touch as soon as possible. A typo in the email address entered at checkout will prevent you from receiving these important emails. Our team can rectify this issue only up until dispatch.
Are these details correct? It is the customers responsibility to check and confirm that the details we hold on the order are correct. If your delivery address or any details are incorrect on this email, please get in touch as soon as possible so we can rectify this before dispatch. Unfortunately after dispatch we can no longer amend delivery details.
Please note: The details on the order confirmation are the only details we hold about your order. Some browsers can be set to “autofill” forms and may replace information you have entered with information your browser already has stored. This is down to the settings on the device used to place the order, not our website. This highlights why it is essential our customers check that the information on their order confirmation email is correct.
2. Track your order with DPD. #
DPD send tracking details once they have collected the parcel from us, usually via email and text. This will provide your tracking number, which you can then track via dpd.co.uk or on their app which you can download here. This will give you full tracking details for your order, and also the options to reschedule your delivery and advise of a safe space.
Delivery Issues FAQs #
Delivery Issue Submission Form #
If you have followed the steps above and not managed to resolve your delivery issue, please use the form below to submit your details. Our customer service team will review your issue and be in touch.
Please use the form above to submit your information. Our customer service team will review your delivery query. If you have an urgent delivery query that cannot be solved by tracking your order with the information provided by DPD, please ring us on 01243 379538
English Roses is not responsible for any incorrect information on the order details, and any subsequent delays or issues with delivery. Any extra charges incurred due to incorrect details being provided are the customers responsibility.
Please notify us of any damaged orders or delivery issue, including non-delivery, within 24 hours. Unfortunately we are unable to investigate any notification after this time, and as such any order will not be eligible for refund or replacement.
Accessibility
Should you have difficulty completing the form, please email us at info@englishroses.co.uk with the following details:
- Full Name
- Contact number
- Order Number
- Delivery date
- A brief outline of your delivery issue
- Confirmation you have received and checked your order confirmation email
- Confirmation the email address provided on the order was correct
- Confirmation the delivery address provided on the order was correct
- Confirmation the delivery date requested on the order was correct
- Confirmation you have tracked your parcel with DPD
- Your DPD parcel number
- Confirmation you accept our T&Cs
Our team aims to reply within 24 hours, although this may be longer over weekends/bank holidays.
Incomplete information may delay your enquiry, and you may be contacted for further information before your enquiry can be handled.
