FAQ:
q: How can I place an order?
a: Phone orders can be placed during store hours Tuesday to Friday 10:00am to 7:00pm, and Sunday 11:00am to 5:00pm. Online orders can be placed 24hrs a day although deliveries may only be available during store hours.
q: If I place my order online, how will I know what types of flowers are available?
a: At Rook & Rose we use only the freshest flowers available each season. For this reason, we may need to make small substitutions to your online order. We will always ensure that the style and color palette of your arrangement is maintained with items of equal or higher value. If we feel that any substitutions will affect the overall aesthetic of the design you selected, you will be notified before your order is completed.
q: What is your delivery policy?
a: For same-day delivery within the greater Victoria area, we ask that orders be placed before 1:00 pm. Delivery charges will vary depending on location. If we have delivered flowers to a recipient that isn’t home, our driver will likely place the arrangement at their door and phone to let them know that they can expect it. If there isn’t a safe place to leave their flowers, we will phone to re-schedule a delivery time that’s more convenient.
q: How can I help my flowers last longer?
a: To ensure the longest vase life, please keep flowers out of direct sunlight and change the water daily. Most fresh arrangements should last between 6 - 14 days if properly cared for. Some specialty flowers, such as garden roses and hydrangea, may last for 3 days. If you have any questions regarding a bouquet, arrangement, or plant that you’ve received; feel free to contact us for specific instructions.
q: What forms of payment do you accept?
a: At Rook & Rose we accept payment by cash, debit, Visa or Mastercard. Cheques may be accepted for weddings or special events orders.
q: Do you accept corporate accounts?
a: Absolutely. Feel free to contact us for more information regarding corporate charge accounts and monthly billing options.
q: What is your return policy?
a: Rook & Rose will happily exchange vase ware or home accessories within 7 days, provided items are unused and in their original packaging. Because our floral arrangements are custom made to order, we cannot accept any returns on fresh products. If an item arrives damaged, a claim must be made within 3 days in order to be eligible for a replacement.
