Return & Cancellation

Please note: Each and every Endura Roses product is bespoke and made to order, and many of our orders are completely customised. 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.

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Return Policy :

Regrettably, Endura Roses is unable to accept returns or offer refunds, since all designs are individually custom made and handcrafted to order, however, certain cases are further investigated by our team.

My order has been delivered damaged. What now?

Due to their 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, as such care guides are provided and staff are trained to inform customers about care.

In the event your order has been damaged during its journey we ask you to send us an email with images of the damage to your product BEFORE returning and exchanging your products. You must contact us first at hello@enduraroses.com within the five (5) day return period of receiving your order. After reviewing the case, we will contact you for further resolutions. All Endura Roses products must be shipped back in the original packaging and the packaging must not be defaced in any way or a return and exchange will not be issued. We will then provide you with a return label. The returned items will be inspected to see if it is qualified for a return. 

Please note: No replacements will be made for any order should the recipient or sender NOT notify us within 5 days of their original delivery date.

My order has been lost during shipping. What now?

In the unlikely event that 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 unfortunate 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, and arrange redirection of said package to its appropriate recipient.

Your Endura Rose

Please note that our roses are a product of nature, and as such are classed as Perishable Items, equally some variance in colour, shape, and size is normal and almost expected- one of the elements of design we stand by, that each piece is uniquely different because no one rose is the same as another. Each Endura Roses product is truly one-of-a-kind, so 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, then Endura Roses will NOT refund or offer an exchange of the 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 an action of any kind. Endura Rose is under no obligation to provide a refund or replacement for quality issues pertaining to orders after 30 days of receipt.

Care Policy

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. Once settled, the 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 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 soft 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 as they are still considered 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 hello@enduraroses.com

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 a 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.

Domestic shipping:

Orders are dispatched on a day-to-day service, and though this is the case we still encourage customers to expect the delivery within 3 working days for standard delivery and 1-2 working days for expedited deliveries.

Our default shipping carrier is DPD. If you prefer other shipping carriers, please email hello@enduraroses.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 – we will, however, attempt to contact you if this is the case.

For all UK delivery, we provide DPD shipping (3-5 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 Shipping:

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 of this kind coming into your country.

On some occasions, international shipping to some countries can take 4-6 weeks. We are not responsible for any delays caused by a certain 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.

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 the 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, and yet the customer claims to have not received, Endura Roses does not offer refunds. 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.