An order from David Austin® will arrive safely and securely by FedEx. 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 shipping address.

Please note that it is your responsibility to make sure that the shipping 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 shipping 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 may request to cancel or change your order as long as it has not entered the packing or shipping stage. In some cases, we may be able to cancel or modify an order before it is dispatched.
To request a cancellation or change, you may contact us by email or chat, or phone.

For order changes, we can remove items or exchange roses for other varieties of the same value through email or chat. If you would like to add a rose that results in an additional charge, the change must be completed by phone, as we do not retain payment information on file.

During shipping season, we highly recommend contacting us by phone to ensure your request can be processed in a timely manner. Please call our Customer Service team at 800-328-8893. For the most up-to-date information regarding our telephone lines and hours of operation, please review the Contact Us information on our website.

If your order has already been dispatched, please refer to our Returns section for additional information.

We’re very sorry your order has not arrived when expected. Please note that deliveries may currently take 2-5 business days to arrive after dispatch. We recommend checking your FedEx tracking information for the latest updates on your shipment.

If you need additional assistance, please call our Customer Service team at 800-328-8893 with your order number. For the most up-to-date information regarding our telephone lines and hours of operation, please review the Contact Us information on our website. We will be happy to check the status of your order and provide the most up-to-date delivery estimate available.

Depending on the items in your order, your products may arrive in separate shipments to ensure each item reaches you safely and in a timely manner. Your shipping confirmation email will include a list of the items included in each shipment, so you can see what has been dispatched and what you can expect to arrive separately.

Some common reasons for separate deliveries include:

• Bare root roses, trees, and potted roses are packaged separately and ship in different boxes.
• Books and rose accessories ship separately from roses to prevent damage, using the shipping method selected at checkout.
• Fertiliser: While we can add Osmocote to a bare root rose order, it is not guaranteed that the fertiliser will arrive in the same shipment as your roses. For tree roses and potted roses, fertiliser will typically arrive in a separate shipment, before your roses.

If you believe an item should have already arrived or you are unsure whether an item has been shipped, please call our Customer Service team at 800-328-8893. For the most up-to-date information regarding our telephone lines and hours of operation, please review the Contact Us information on our website. We will be happy to review your order and shipping information.

We are sorry to confirm that we will not be shipping to Canada this season. At this early stage we are unable to confirm if we are able to supply orders for next season but can confirm you will still be able to make purchases from our trusted nurseries.

Yes, you can place an order to ship to another country, but the order must be placed through the David Austin Roses website for the destination country.

David Austin Roses United States can only ship orders within the United States. To access another country's website, scroll to the very bottom of our website and select the United States flag. From there, you can select the appropriate country or international website.

If you have questions about shipping timeframes, availability, or the ordering process for another country, please contact the Customer Service team for that country, as they will have the most accurate information regarding orders and deliveries to their region.

Yes. Our roses are covered by a 5-year guarantee, beginning from the original shipping date of the rose. The 5-year guarantee applies to the original rose and does not restart or extend if a replacement rose is provided.

For more information please see here

If a rose arrives damaged or fails to grow, you may submit a claim for review through our Returns form.
To help us assess your claim, please provide:

• A photo of the rose
• The name of the rose variety
• Your order confirmation or order number

If your claim is approved, you may be eligible for a replacement rose, if available, or a refund for the cost of the rose.

Please note that the guarantee does not cover issues caused by circumstances beyond our control, including weather conditions and naturally occurring environmental events. Rose Rosette Disease (RRD) is also not covered under our guarantee, as it is spread by external factors beyond our control and currently has no cure or treatment.

If you are concerned about the health or performance of your rose or are unsure whether your issue qualifies under our guarantee, please submit the required information through our Returns form, and our Customer Service team will be happy to review your claim and assist you.

If your rose arrives damaged, please contact our Customer Service team through email and provide the following information:

• A photo of the rose
• The name of the rose variety
• Your order confirmation or order number

Once we receive this information, our friendly Customer Service team will review the issue and assist you with the next steps, including a replacement or refund if your claim is approved.

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 can only return items if they were ordered online or by phone directly from David Austin Roses. If you no longer want a product, you have 14 days from the date of delivery to contact us to request a return.

You can reach out to our Customer Service team by email or phone, and we will provide a FedEx return label for your order. The return label will be provided via email by FedEx.

If you no longer have the original box, you may use another suitable box, provided the product can be safely packaged and transported.

All unwanted items must be returned in saleable condition. Deductions may be made for signs of unreasonable use or damage.

Once the item has been returned and received, your refund will be processed in accordance with our return policy.

Yes. Unused gift cards may be eligible for a refund. The refund request must be made by the original purchaser of the gift card.

Please contact our Customer Service team at 800-328-8893 and provide your order number and gift card number. Refunds will only be issued to the original purchaser and to the original payment method.

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 number.