Delivery & Returns
Please note: Each and every Endura Roses product is made to order. We usually manage to create an online order in 1 to 2 workings days and then our shipping agent, DPD, collects and delivers an order in 1 to 3 working days. Therefore, orders usually take 5 working days from the date of order to arrive.
Regrettably, Endura Roses is unable to accept returns or offer refunds, since all designs are individually custom made and handcrafted to order and the arrangements contain naturally sourced items that, depending on aftercare, will have a varying expiry date.
My order has been delivered damaged. What now?
Due to the nature of our products, our luxury roses are just as fragile as their fresh counterparts. Minor cracks on rose petals are inevitable. We make every effort to ensure that all parcels are handled correctly and with care during transit, however, while using an external courier service we can not make any guarantees- there may be small imperfections created during transit however any such things will be reviewed should they be brought to our attention.
In the event your order has been damaged during its journey, please email firstname.lastname@example.org to report the issue WITHIN 5 DAYS OF RECEIPT. We kindly request that you send a minimum of 3 digital photograph(s) of the damage to your order, along with your order details (order number, date of order and your full name and address and contact details).
The email along with photographs will then be sent to one of our expert florists for evaluation to see where the damage has come from. We will then, if necessary, arrange for a returns label to be sent to you so that the item can be returned to our Studio and either a repair will be made or a new order created. Time-scales may vary. Any repairs or returns should be expected to return to you within 3-5 weeks.
Please note: No replacements will be made for any order should the recipient or sender not notify us within 5 days of the original delivery date.
My order has been lost during shipping. What now?
In the unlikely event that an order is lost during it’s journey to you because we use an external courier service and input all of your customer details, the authority of this falls under the customer’s responsibility. Due to rules and regulation of DPD, only the name of the recipient can be used to query the delivery. An email should be made to DPD containing the parcel number, shipping date, the address information of the receiver/consignee, the description of the content and your contact information.
I have received an incorrect order. What now?
In the unlikely event of an incorrect order being delivered to you the customer, Endura Roses will organise a collection of the ‘incorrect order’ in its original packaging, and in turn, will ensure the delivery of the correct item as well as researching more into why in fact this was delivered incorrectly.
Your Endura Rose
Our roses are a product of nature, and as such some variance in colour, shape, and size is normal. Each Endura Roses product is truly one-of-a-kind. Variations will occur in the final appearance. Additionally, just as when roses are purchased at the local flower shop, small tears in the petals are normal. Other minor imperfections and irregularities in each creation are inherent and desirable characteristics of a genuinely unique and handcrafted product. Therefore, cannot be considered as a fault or defect.
Please be advised that Endura Roses is not liable for the diminished value of the product resulting from the handling or improper care of the product. This includes, but is not limited to, not adhering to the usage and care instructions detailed on our website, or broken glass, or accidental damage.
If it is deemed that the products have not been cared for as per instructions on our Care Guide page then Endura Roses will NOT refund or offer an exchange of product.
Any concerns regarding the quality of an Endura Rose creation must be reported to Endura Roses within 30 days after receipt of purchased to pursue any rectification. Please email email@example.com to report any quality issues. We kindly request that you send a minimum of 3 digital photograph(s) of the damage to your order, along with your order details (order confirmation number, date of order and your full name and address and contact details).
Endura Rose is under no obligation to provide a refund or replacement for quality issues pertaining to orders after 30 days of receipt, or should it be judged that the fault was a result of improper aftercare.
In general, preserved roses are very easy to care for and with very little attention they should give you many years of beautiful, radiant glory, however, they hold no guarantees.
For best results we suggest you follow these guidelines:
- Endura Roses are preserved roses and are for indoor use only and should be stored or displayed in temperatures between 5 degrees and 25 degrees Celsius. Endura Roses must be kept at the same temperature with no sudden changes to the heat or humidity as this can cause the condition of the rose to deteriorate rapidly.
- Avoid areas of very high humidity as roses and foliage can only tolerate a very low level of humidity. Do not clean preserved flowers with water or liquid cleaning products. A regular light dusting with a soft makeup brush or very light feather duster is the best method of cleaning. Preserved products are not guaranteed to last forever, to prevent premature fading, do not place in direct sunlight or expose to heat.
- Preserved Products have no guarantees as to their longevity. They are at their base classed as natural perishable Items.
For more details visit our Rose Care Guide page.
Cancellation of Order
Unfortunately, as our products are all expertly handcrafted and, in most cases, bespoke and personalised per order, we cannot accept cancellations. This is also because each of our products is composed using completely natural products that have been enhanced to extend their life and as such are therefore perishable. Any product purchased that is perishable is not applicable for cancellations.
If, however, cancellation is required because of an emergency, please do reach out to see what we can do, however, a cancellation charge may be made should the product have already begun production.
Our default shipping carrier is DPD. If you prefer other shipping carriers, please email firstname.lastname@example.org before you place your order. Shipping fees may vary depending on the carrier you choose and the shipping destination.
If we are unable to process your order due to inaccurate or incomplete payment or incorrect address information, your order processing may be delayed an additional 3-5 business days.
For all UK delivery, we provide DPD shipping. We dispatch orders daily, however, we guide customers into expecting their products between 3-5 Business days after ordering for Standard Delivery or 1-2 Business Days for Expedited. Endura Roses is NOT responsible if the package is not delivered in the guaranteed shipping times as it takes 1-2 business days to process the order and we cannot be held liable for DPD Guarantees.
You will receive a confirmation email once your order has shipped, which may include your tracking number and a link to follow the shipping journey of your package.
International customers (outside of the UK) are responsible for all import duties, customs, and local taxes charged by your country. As we are unable to advise the amount of what these fees might be, we recommend contacting your country’s customs office or tax agent for respective charges and rates on a package coming outside of your country.
On some occasions, international shipping to some countries can take 4-6 weeks. We are not responsible for any delays caused by destination country’s customs clearance processes. Shipping to certain countries may require additional shipping fees due to the geographical location.
For all of our international customers, you will receive a confirmation email once your order has shipped, which may include your tracking number and a link to follow the shipping journey of your package.
Wrong address disclaimer
It is the responsibility of the buyer to make sure that she or he enters the address correctly. We cannot guarantee address changes due to strict shipping schedules. Please double-check the address you are entering, as we will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.
If your order is already processing or has already shipped, we cannot change the address and the only thing we can do is wait to see if the package gets returned back to us. In that case, we will contact you regarding the next steps
Delivery of items
In the event a customer’s tracking number states delivery was made to the customer’s address, Endura Roses does not offer refunds if the item is then claimed to not have been delivered. Endura Roses offers priority mail with signature confirmation for an additional £4, which can be purchased at checkout. If an item is not received when tracking information confirms delivery, please contact the designated shipping company (DPD, Royal Mail, FedEx, UPS, DHL) for assistance. Endura Roses does not take responsibility for products that are sent to you unregistered. If you would like it sent registered this will be at an additional cost to you.