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. However, we are particularly busy due to the exceptional demand for our products for Mother’s Day 2018. At the moment orders are taking 3 to 4 working days to be made, which is slightly longer than usual. Therefore, orders are taking 7 working days from the date of the order to arrive.
Return Policy :
Regrettably, Endura Roses is unable to accept returns or offer refunds, since all designs are individually custom made and handcrafted to order.
My order has been delivered damaged. What now?
Due to nature, our luxury roses are just as fragile as their fresh counterparts. Minor cracks on rose petals are inevitable. It’s possible to have rose petals fall off if they aren’t handled with care. However, it rarely happens in transit so please do buy from us with complete confidence.
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 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).
We will then arrange for a returns label to be sent to you so that the item can be returned to us and a new order will be made and dispatched. Time-scales may vary. Minimum of 2 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, an order is lost during its journey to the client, we will endeavour to replace the lost order and the claim will be pursued between Endura Roses and the shipping agent. This may take up to 4 weeks dependent on if the order was being delivered to a domestic UK address or an international address.
I have received an incorrect order. What now?
In the unlikely event of an incorrect order being delivered to the client, Endura Roses will organise a collection of the ‘incorrect order’ in its original packaging, within 7 days of receipt.
Caring for your Endura Rose
Please note that 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 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 a refund. Please email email@example.com to report any quality issues. We kindly request that you send 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.
In general, preserved roses are very easy to care for and with very little attention they should give you many years of pleasure, 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 is the best method of cleaning.
Preserved products are not guaranteed colour fast and are not suitable for very humid or cold environments.
To prevent premature fading, do not place in direct sunlight.
Preserved Products have no guarantees as to their longevity. They are natural Items.
Cancellation of order:
We abide by the new Consumer Protection (Distance Selling) Regulations 2000, where an order may be amended or cancelled up to 14 days by notifying us by e-mail.
To exercise the right to cancel, you must inform us of your decision to cancel by emailing firstname.lastname@example.org
If you exercise this option, we will communicate to you an acknowledgement of receipt of such a cancellation by email.
If you cancel and you have already paid for the goods, you will receive a full refund only for cancellation made by you within 12 hours from the time of purchase. Endura Roses will reimburse to you all payments received from you, including the costs of delivery within 14 days, providing that your order has not already been dispatched. We will make the reimbursement using the same means of payment as you used for the initial transaction.
Cancellation made after 12 hours from the time of purchase will result in partial refund (shipping fee and 20% of the order price as a handling fee will be deducted). Endura Roses products are individually custom made and handcrafted to order. So, while orders may be cancelled upon request with reasonable notice, cancellations may not be possible in some cases when items have already been made or dispatched and en route.
Endura Roses will arrange with you for cancelled goods to be returned. Cancellation rights can only be claimed if the goods are returned in the same condition in which they arrived with the recipient. Once the returned goods have been received and inspected by Endura Roses a partial refund will be processed. We will make any reimbursement using the same means of payment as you used for the initial transaction within 14 days.
Orders are dispatched only twice per week – Tuesdays and Thursdays.
Any orders placed on Thursdays, Fridays, Weekends, postal & Public Holidays will be shipped on a Tuesday.
Any orders placed on Mondays, Tuesdays or Wednesdays will be shipped on a Thursday.
Our default shipping carrier is DPD. If you prefer other shipping carriers, please email email@example.com 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 (3-4 business days). Please allow 1-2 business days for DPD to process and update shipping information. 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 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 to contact 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 international delivery, we provide DPD international shipping (8-10 business days). Please allow 1-2 business days for DPD to process and update shipping information. 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. Please also note that we are not held responsible for any delays caused by destination country’s customs clearance processes.
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 schedule. 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 be able to provide you with an exchange or refund.
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 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.