Call us from Mon-Fri at 9am - 5pm AEDTFAQS
When available, tracking details will be included in your order confirmation email. Please note that not all of our delivery partners provide live tracking. While this means we can’t always give an exact location or time, our couriers aim to deliver your hamper as soon as possible on your chosen date.
In some cases, tracking may not update in real time. If you have concerns, please contact our Customer Service team at 1300 677 673 or hampers@mrroses.com, and we’ll assist with an update.
Deliveries can occur anytime on the selected date. If your hamper does not arrive on the chosen date, please reach out and we’ll respond on the next business day.
Once your order leaves our warehouse, delivery is in the hands of our courier partners. While they aim to deliver on your preferred date, delays can occasionally happen and are outside our control. A delay does not automatically make an order eligible for a refund.
We understand that many hampers are sent as surprises. However, a recipient’s phone number helps ensure successful delivery in case couriers need access to the property or directions.
Please avoid entering your own phone number for both fields. Mr Roses Hampers is not responsible for failed deliveries where the recipient’s number wasn’t provided.
In-store pick up is not available. All orders are delivered directly to your chosen address.
Due to the volume of orders, cancellations and changes cannot be made once an order is placed. Please ensure details are correct before checkout.
If your order has not yet been prepared or dispatched, we may be able to issue a store credit. Please call us on 1300 677 673 as soon as possible.
If you entered an incorrect delivery address or quantity, please call us immediately. If outside business hours (9 AM – 4 PM AEDT, Mon–Fri), email hampers@mrroses.com.
We’ll do our best to amend your order before dispatch, but changes cannot be guaranteed. Refunds are not issued for errors, though store credit may be possible if caught early.
If your hamper arrives damaged, please email hampers@mrroses.com within 2 days of receiving it. Include photos of:
- The damaged item(s)
- The full hamper
- The packaging it arrived in
This helps us resolve your issue quickly. We reserve the right to determine genuine damage. Hampers stored improperly after delivery (e.g. in heat or direct sun) are not eligible for replacements.
Unfortunately, no. Any issues must be reported within 2 days of receiving your order. After this period, we are unable to offer refunds or replacements.
Our hampers are curated with premium gourmet items, wine, and gifts sourced from multiple suppliers. Occasionally, substitutions may be made due to availability. Rest assured, the overall value and theme of your hamper will always be maintained.
If a hamper or add-on item is missing, please email hampers@mrroses.com within 2 days of delivery and include a photo of your order and packaging. After this timeframe, the order will be considered fulfilled.
If you receive an incorrect hamper, please email hampers@mrroses.com with a photo (including packaging). We’ll resolve this as quickly as possible.
If no one is available, your hamper may be left in a safe place at the delivery address. Mr Roses Hampers is not responsible for theft or damage after the order has been delivered.
Yes, we deliver to businesses. Hampers may be left with reception or mailrooms if the recipient is unavailable.
We also deliver to schools, hospitals, and universities but highly encourage deliveries to residential addresses instead. Please note, hampers for hospitals are often left at reception as couriers cannot always access wards.
All hampers are professionally presented in our signature gift boxes made from sustainably sourced materials. Fragile items are carefully protected to ensure safe delivery.
Yes. At checkout, you’ll be prompted to enter a personal message. We’ll print it exactly as entered. To remain anonymous, simply leave your name out.
Promotional codes are valid only within specified date ranges and apply only to deliveries scheduled during those periods.
We are typically closed on Public Holidays, except during major gifting occasions (e.g. Valentine’s Day, Mother’s Day weekends, or other announced peak periods).