Shipping policy

Last updated: 29 May 2026

Shipping, Delivery & Complaints Policy

At OnlyRoses Kuwait we believe the delivery of your gift should be as exceptional as the gift itself. Every order is handled by our dedicated in-house team, ensuring your roses arrive beautifully presented and exactly where they need to be. This policy sets out how we manage shipping and delivery, and how we handle any complaints. It forms part of our Terms of Service and should be read alongside our Returns & Refund Policy. This policy is governed by the laws of the State of Kuwait.

1. Our Delivery Service

OnlyRoses Kuwait offers a personalised, same-day delivery experience across Kuwait City and surrounding governorates. All deliveries are carried out exclusively by our own in-house team — your order is in our hands from the moment it is prepared until the moment it reaches your recipient.

Our drivers are reachable via WhatsApp throughout the delivery window, so you can provide special instructions, request a live update, or coordinate directly with the team.

Every order can be accompanied by a complimentary personalised handwritten message of your choosing. Corporate and event deliveries — including on-site setup — are also available; please contact us in advance to arrange.

2. Delivery Areas

We deliver across Kuwait City and surrounding governorates. Availability for specific areas will be confirmed at checkout or upon enquiry. We do not currently offer international shipping from our Kuwait store.

If you are unsure whether we deliver to your area, please contact us via WhatsApp on +965 9999 7538 before placing your order.

3. Same-Day Delivery

Same-day delivery is available for orders placed before our daily cut-off time, subject to availability. Cut-off times may vary on public holidays and during peak periods such as Valentine's Day, Mother's Day, and National Day.

If you require an urgent delivery, please contact us directly to confirm availability and arrange the fastest possible dispatch.

4. Delivery Timeframes

You may request delivery within a preferred time window. We will make every reasonable effort to meet your preferred slot, but specific timed deliveries cannot always be guaranteed due to traffic and operational conditions.

Planning a surprise or event delivery? Contact our team in advance — we will do everything we can to ensure precision timing. Where a delay of more than 6 hours beyond the estimated window is attributable to our team, your delivery fee will be refunded in full.

5. Delivery Fees

Delivery fees are calculated based on your delivery area and are quoted in Kuwaiti Dinar (KWD). The applicable fee will be clearly displayed before you confirm your order, or communicated to you at the time of ordering via WhatsApp or phone. Delivery fees are charged in addition to the product price unless otherwise stated.

6. Transfer of Risk

Risk of loss or damage to your order transfers to you upon collection from our store or upon delivery to the address you have specified. Please inspect your order at the time of receipt and contact us immediately if you notice any issue.

7. Delivery Delays

We take our delivery commitments seriously. In the event of a delay exceeding 6 hours beyond the originally estimated delivery time where the delay is attributable to OnlyRoses Kuwait, we will refund the delivery fee in full.

We are not liable for delays caused by circumstances beyond our reasonable control, including traffic incidents, extreme weather, public emergencies, road closures, or inaccurate information provided by the customer.

Your statutory rights as a consumer under Kuwaiti law are not affected by the above. If delivery is not made within the agreed timeframe and a remedy cannot be agreed, you retain the right to cancel your order in accordance with Consumer Protection Law No. 39 of 2014.

8. Incorrect Address or Failed Delivery

If a delivery cannot be completed because an incorrect or incomplete address was provided, no one was available at the agreed time, or access to the delivery location was not possible, the order will be held by our team and a re-delivery fee will apply.

Please ensure accurate delivery details are provided at the time of ordering, and that someone will be available to receive the delivery. If you have specific instructions (e.g. leave with reception, call upon arrival), please include these with your order.

9. Personalised Messages

We are delighted to include a personalised handwritten message with your order at no extra charge. Please provide the message text when placing your order. OnlyRoses Kuwait is not responsible for typographical errors in messages where the text was provided by the customer.

10. Corporate & Event Deliveries

For corporate gifts, large event orders, or arrangements requiring on-site setup, please contact our team well in advance. We offer bespoke logistics and setup services tailored to your event. Reach us at kuwait@only-roses.com or via WhatsApp on +965 9999 7538.

11. How to Make a Complaint

We value your feedback and are committed to resolving any concerns promptly. Please contact us using any of the following channels, daily between 10:00 and 22:00:

When submitting a complaint, please include your order number, the date of purchase, a description of the issue, photographs where relevant, and your preferred resolution.

We aim to acknowledge all complaints within 24 hours and to provide a resolution within 3 business days.

If we are unable to resolve your complaint to your satisfaction, you retain the right to escalate the matter to the Consumer Protection Department, Ministry of Commerce and Industry of Kuwait.

OnlyRoses Kuwait is a trading name of Roots and Stems for Flowers and Plants Co. (شركة روتس اند ستيمز للزهور والنباتات), a single-person company registered in the State of Kuwait. Commercial Registration No. 366800.
This policy is governed by the laws of the State of Kuwait. kw.only-roses.com · kuwait@only-roses.com