FREQUENTLY ASKED QUESTIONS


How can I contact you?

You can contact ROSARA HQ via online chat, email, phone or by filling in an online form. Call: 01869 340350 (Lines are open weekdays from 7.30am to 4.30pm)  Email: customercare@rosara.co.uk. We aim to reply to all email within 48 hours.

When is ROSARA open to the public?

ROSARA HQ is based at Nicholson Nurseries at The Park, North Aston, Bicester, Oxfordshire OX25 6HL. All click and collect items will be picked up from our warehouse here. In addition, the ROSARA showroom itself (or should we say Yurt) will be up and running very soon. Collections for Click and Collect can be made Monday to Friday 7.30am to 4.30pm or Saturdays by arrangement only. Please allow up to 2 working days for us to prepare your item. A member of our customer care team will contact you when it's ready to be collected.

ORDERING

How can I pay for my order?

We accept payment by all major debit or credit cards (except American Express) and this is processed by a third party house called SAGE to process your payment securely. 

When will I be charged for my goods?

All orders by debit and credit card are debited on order.

Can I come in and collect my order instead?

Yes we offer Click and Collect on some of our items . If Click and Collect is available you will be asked to select it as an option when you reach your checkout and you will not pay delivery charges. See our notes above on how click and collect works and when items can be picked up from our headquarters.

Will I receive an email confirmation of my order?

If you have provided us with an email address we will send an email confirmation of your order which will include a summary of your purchase together with delivery and billing address, any delivery instructions made by you and the anticipated delivery timescale.

What if I want to cancel or change my order?

If you wish to add or change your order prior to dispatch please contact us on 01869 340342 or email customercare@rosara.co.uk and we will do our best to help.

Can I track my order?

You can view the status of your order on your online account. For more specific questions as to where your delivery is, please contact us on 01869 340350.

DELIVERY

What countries can I send plant orders to?

We currently serve UK mainland only. If you are outside the UK mainland please contact our team on 01869 340350, we may still be able to help.

If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?

No. If we cannot fulfil your full order, we will dispatch items as and when they become available. There is no additional cost to this. You will also receive an email confirmation from us telling you when the remainder of your order is due.

How soon will my order be dispatched?

ROSARA has an environmental ethos and accordingly  we aim to link our deliveries to your area. As a result we aim to deliver to you within 5 working days (excluding made to order products).  Please note delivery times are not guaranteed and some items may be sent out separately to each other. Where this is the case you will not pay an extra delivery charge. If there is a problem with your order or your delivery is delayed beyond 7 days, our customer service team will contact you to advise you of alternative arrangements. Please ensure your contact details are accurate so we can contact you if this is the case.

Note that the leadtime for made to order products work to a longer timeframe and this will be advised accordingly.

Do I need to be present for my delivery?

No signature is required for delivery.

MY ACCOUNT

Do I need to create an account?

When you fill in your details for the first time you will set up a password as part of the checkout screen. This enables you to view orders you have placed with us, save multiple shipping addresses and process through to checkout much faster in future. Please note that we do not store your card details.

How do I create an account?

You can create an account at any time by clicking on the My Account link in the top left hand corner of the page. Alternatively you can add your items to the basket then choose to checkout with an account by selecting Register at the checkout.

ADDITIONAL SERVICES

Do you offer any garden design services?

In addition to sourcing outdoor products, ROSARA is also home to an award-winning team of garden designers who would love to help you make the most of your garden. If you would like to see more of their work you can visit our design gallery here. To enquire about our garden design services please contact us by email at gardendesign@nicholsons.gb.com.