Shipping policy

Last updated: 17 October 2026

Thank you for supporting Rosa & Flo. We are a small Yorkshire business, and every order is handmade and personalised with care. Please allow time for us to make your items as well as for them to reach you.

Making and dispatching your order

Your order needs to be made before it can be posted. Making time and postal delivery time are separate, so please take both into account when ordering for a birthday, wedding or other special occasion.

Any processing or delivery estimate shown on the product page, at checkout or agreed with you applies to your order. If you are unsure how long an item will take, please email info@rosaandflo.com before ordering. 

At busy times, including Christmas, please check any published order deadlines and allow extra time. If we become aware of a delay affecting your order, we will contact you.

Please check your personalisation.

Before placing your order, please check all names, dates, spelling and other personalisation details carefully, along with your delivery address and postcode. Missing or unclear information may delay us while we contact you for clarification.

If you notice a mistake after ordering, email us promptly with your order number and the correct details. We will do our best to help.

UK delivery and postage costs

A faster postal service does not shorten the time needed to handmake your order unless we have expressly agreed this with you. Postal estimates apply after dispatch and are not a guaranteed arrival date unless the service is expressly described as guaranteed.

Need an order for a particular date?

Please contact us before ordering if you have a deadline. Tell us which item you would like, the quantity and the date it is needed. We can then confirm whether we can accommodate your request. Please do not assume that adding a date to your order notes guarantees delivery by that date.

Dispatch confirmation and tracking

We will email you when your order has been dispatched. Where your chosen postal service includes tracking, we will provide the available tracking details. Some services do not include tracking, and tracking updates may take time to appear.

Delayed, missing or damaged deliveries

If your order has not arrived within the expected delivery period, or arrives damaged or incorrect, please contact info@rosaandflo.com with your order number and details of the problem. Photos of any damage and the packaging can help us investigate, if you are able to provide them.

We will investigate with the delivery provider and arrange an appropriate remedy in line with your consumer rights. You do not need to resolve a delivery problem with the carrier yourself. Postal delays do not remove your statutory rights.

Changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. As our items are personalised, we cannot promise that a change or voluntary cancellation can be accommodated once work has started.

The usual 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This does not affect your rights if an item is faulty, damaged, not as described or not delivered as agreed.

Questions

For help with your order or delivery, please email info@rosaandflo.com and include your order number if you have one.