Customer Service

Our default shipping carrier is DPD. If you prefer other shipping carriers, please email our team before you place your order. Shipping fees may vary depending on the carrier you choose and the shipping destination. It is important to note that larger products have an extra £5 on top of the aforementioned prices.

DPD

We offer three UK delivery options with the courier DPD:

• Standard Delivery (2-5 business days) – From £10.00
  We dispatch orders daily, however, we guide customers into expecting their products between 2-3 business days after ordering. 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.
• Expedited Delivery (1-2 business days) – From £15.00
  If this option is selected and the order is placed before 2:00pm from Monday to Thursday, the order will be dispatched the same day and delivered the next day. If an Expedited Delivery order is placed on Thursday after 2:00pm, delivery will be after the weekend.
• Saturday Delivery – From £20.00
  Though to be eligible for this the order needs to be placed before 12pm on the Friday prior (It is important to note that larger products have an extra £5 on top of the aforementioned prices). Although we offer these prices, on occasion weight, size or quantity can affect the delivery cost more – in these cases the customer will be contacted beforehand to arrange.
• White Glove Service – From £40.00
  If this option is selected and the order is placed before 11am from Monday to Friday, you are eligible for the White Glove Service. Deliveries to UK start from a minimum cost of £40. This service is available to any customer, though prices vary depending on size of product/s and location of delivery, for further details and a quote please do not hesitate to contact us or call 0330 111 6767.

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.

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.

Due to surcharges and further delivery costs from our courier service DPD, for any shipment to Northern Ireland or the English Channel Islands, an additional charge will be made.

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 3-4 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.

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.

If an item is not received when tracking information confirms delivery, please contact the designated shipping company (DPD) for assistance.

If opting for our White Glove Service, we highly recommend you take a picture of your delivery driver’s ID. This way, we can track orders far more easily to ensure your personal delivery service is exemplary.

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 or Call 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.

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 our team to report the issue WITHIN 24hrs 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 24 hours of the original delivery date.

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.

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.

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.