Delivery & Returns
Return Policy :
Due to the unique nature of our roses and materials, each piece is truly one-of-a-kind. Variations can occur in colour and final appearance. Minor imperfections and irregularities in each creation are inherent and desirable characteristics of a genuine 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 aftercare of the product. (this includes, but is not limited to, not adhering to the provided usage and aftercare instructions) or broken glass, or accidental damage.
Endura’s preserved roses are real roses and therefore are a classed as perishable items, meaning that we cannot accept returns for refunds or exchanges.
We ship Monday through Friday, excluding weekends and holidays. Our default shipping carrier is DPD. If you prefer other shipping carriers, please contact our customer service first before you placed the 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. Express shipping is only applicable Monday – Thursday and orders placed BEFORE 9am CST. Any orders placed on after 9am on Thursday, Fridays, Weekends, Postal & Public Holidays will be shipped on the next available shipping day. Express shipping time is not guaranteed.
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.
Note: 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 Royal Mail PRIOTIRY international shipping (6-10 business days) and EXPRESS international shipping (3-5 days). Please allow 1-2 business days for USPS 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 Royal Mail Guarantees. Please also notice 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.