Frequently asked questions

Ordering

What information do I need to order?

First of all, check when the person who will be receiving your order will be available to take delivery before choosing a date and time slot. We will then ask you to provide as much information as possible to assist our courier partner in making the delivery.

On the order form, you will be asked to enter:

• the name, address and telephone number of the recipient.
• any door codes, floor or staircase numbers and any other observations which might be helpful to the courier.

What is the latest time I can order for next day delivery?

• For next day delivery outside Paris and its immediate suburbs, place the order before 5 pm the day before.
• For a delivery outside Paris and its immediate suburbs on Monday morning, place your order before 3 pm on the preceding Saturday.
• For a delivery in Paris and its immediate suburbs on Sunday or Monday morning, your order must be placed 3 pm on Saturday at the latest
• For a delivery in Paris and its immediate suburbs during the morning, your order must be placed before 5 pm the day before
• For a delivery in Paris and its immediate suburbs during the afternoon between 2 pm and 5.30 pm, your order must be placed by 11 am on the same day at the latest.
• For a delivery in Paris and its immediate suburbs during the evening between 7 pm and 9.45 pm, your order must be placed the same day before 4 pm.

Payment

Can I pay by cheque?

Yes, if you respect the following conditions:

• send us your order by post accompanied by your payment by bank cheque in euros, made out to rosacadaques.com, to the following address:

• Please also send us:
• the recipient's full postal address, and telephone number
• the name of product you wish to send and the price
• the message you wish to enclose (optional)

Remember to add 12.90€ to the price of your product for delivery.
As soon as we receive your order, we will give it our full care and attention.

What should I do if my payment is not accepted?

If your payment failed, you may ask to be contacted by our Customer Service to complete your order.
Please note: Your bank details are not stored on our server. You will have to re-enter your order if it was not validated.
If your payment was refused, please contact your bank or financial establishment

Delivery

Do you deliver everywhere in France?

We deliver everywhere in Mainland France (except Corsica) and Monaco.

Delivery costs:

• 12,90€

Do you deliver to other countries?

You can send an rosacadaques bouquet to the following countries:

Germany: www.rosacadaques.de
Belgium & Luxemburg : www.rosacadaques.be
Spain: www.rosacadaques.es

The United Kingdom: www.rosacadaques.co.uk

Each site is independent and any advantages you accumulate on a specific country site are valid on that site only.

Do you deliver to public places (churches, cemeteries, function rooms...)?

Delivery to public places can involve risks, particulary as we cannot guarantee a fixed delivery time within your chosen time slot.
We suggest that you choose instead the address of a specific individual who will be able to take reception of your parcel.

Do you deliver on Sundays and public holidays?

We deliver on Sundays and public holidays in Paris and its immediate suburbs.

Can you deliver at a specific time?

We cannot guarantee delivery at a specific time, but we offer several time slots each day.

What happens if the recipient is absent?

To see our conditions of delivery, Click here.

Following your order

I made a mistake in the address, the name or the delivery date. What should I do?

rosacadaques composes and dispatches your orders almost instantaneously.
Please contact our Customer Service department as quickly as possible, so that your changes can be taken into account before delivery.
Please have your order reference to hand to help our staff process your request as quickly as possible.

How do I track my order?

You will receive an e-mail when your parcel leaves our premises and is handed over to our courier. A link will be provided for those companies that have their own tracking site.

The product does not correspond to my order (size, composition, accessories). What should I do?

In the event that your order has not been fulfilled correctly, rosacadaques is committed to finding a solution. The photo taken just before your order was dispatched is designed for this purpose. Please check with your recipients that they have received the products that you ordered before registering your complaint by telephone or email. We will always take your complaint seriously and will do everything we can to provide a solution.

I have just received an rosacadaques parcel or a message from the courier

I don't know who sent the parcel. I didn't find a message inside the box.

Every order is accompanied by a message card, which may be at the bottom of the box. If you cannot find it, you can contact our Customer Service with the order reference printed on the address label.
If there is no name at the bottom of the message, this means that the sender wishes to remain anonymous and rosacadaques has agreed not to divulge his or her identity.

I found a message from a courier in my letterbox

This means our courier came to your home and was unable to deliver your parcel. Please call the number provided on the message.

What should I do if the parcel is damaged?

If the parcel is damaged, please open it and check the state of the contents. If they are damaged, please contact our Customer Service.
Our staff will be able to help you more quickly if you can provide the order reference.
This number can be found:

• The order confirmation e-mail or invoice
• On the message card or delivery box
• The dispatch confirmation e-mail.

Our products

Do you do customised bouquets? Do you do bridal bouquets?

Each month, our catalogue is updated according to the season and the calendar. This is why it always features more than fifteen different products. Our descriptive texts are also specifically composed to inform you about the nature and origin of our products.
We have chosen to orient our catalogue towards seasonal compositions that can easily be tailored to all occasions.

If you have a special request for delivery of a large quantity of a particular product, our Marketing Department is here to help. Please contact :

Our additional services

What services are included in my order?

For no extra charge, you can choose these options when ordering.

• add a written message,

Our promotional offers

Promotional offers are special 'non-catalogue' offers selected exclusively for club members by rosacadaques.com.

How can I take advantage of these offers?

Subscribe to our "Newsletter" (IN FRENCH ONLY) by going to the following section of our site: click here

I can't read your e-mails

In each of our offers, you will find a link (generally at the beginning of the email: "Pour visionner correctement ce message : accédez à la version en ligne". By clicking on this link, you will open a browser window containing the offer.
If the problem persists, check that your computer authorises this type of link or contact our Customer Service.

Your promotional offer doesn't work

Please note that our offers have a time limit and are available in limited quantities. When an offer can no longer be fulfilled, you will be redirected to our catalogue.

I have a gift token. How do I use it?

On the payments page, in the 'gift tokens and advantage code' section, enter your code.
NB: the reduction code cannot be combined with any other offers, is non-refundable and can be used for as many orders as you wish during its validity period. It is only valid for the site on which it was issued.

My gift token doesn’t work

If all these points have been checked, keep the 16 figure code gift voucher to hand and contact our Customer Service department.

I have a reduction code. How do I use it?

On the payments page, in the 'gift tokens and advantage code' section, enter your code.
NB: the discount code cannot be combined with any other offers, is non-refundable and can be used for as many orders as you wish during its validity period. It is only valid for the site on which it was issued.

I forgot to enter my discount code

All reductions must be validated before payment is completed and cannot be attributed retrospectively.

How do I unsubscribe from the rosacadaques Newsletter?

At the bottom of each of our promotional emails, there is a link allowing you to reduce the frequency of the emails you receive or to unsubscribe permanently.
To change your preferences, click here