Customer Policies

---

At Enchanted Roses, maintaining quality of our products and services is of utmost importance to us. It must be kept in mind that roses are a natural, perishable item that are highly susceptible to their indoor and outdoor environments. We ensure the selection of only the freshest and best quality roses are bought daily. However, once the roses are dispatched, a number of external factors can impact the longevity of the product. Therefore, it is important to follow the care instructions thoroughly to prolong the enjoyment and lifespan of your roses. In order to do so, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Additionally, climatic changes such as extreme heat or air conditioning can also adversely affect the quality of the roses.

Varieties of Roses

One of the captivating aspects of roses is their uniqueness. Roses come in various shapes and sizes. Some roses fully open while others remain closed, and each variety possesses its own distinct characteristics. Certain roses are known for their delightful fragrance, while others captivate with their sheer elegance and beauty. It's important to note that the selection of roses may vary depending on the season. This variation does not indicate a lower quality, but rather a different type of rose that should be appreciated for its natural attributes and the loving sentiments with which it was sent.

Return Policy

Typically, the lifespan of our roses is expected to be between 3 and 7 days. If, unfortunately, your roses perish within three (3) days from the delivery date and it is confirmed that you have followed all the provided care instructions, Enchanted Roses may request photos or images of the original flowers to aid in determining the issue and improve our service to you. We kindly ask that any dissatisfaction with the freshness of the roses be promptly communicated to us (within 5 days of receiving your order), so that we can resolve the matter in a timely manner. Please email us at enchantedrosesau@gmail.com

Cancellation Policy

If you need to cancel your order within 2 days before the delivery date, we can provide a store credit equivalent to the value of your order.

If you simply changed your mind about an order, we regret that we are unable to offer a refund. However, we can offer store credit instead.

Refund Policy

Refunds do not apply for issues around quality control where the recipient should take proper care of the roses, in the instance, proper care has been given and images have been provided as evidence within a 5 day period to show the roses in bad condition, replacement roses will be provided. Please email us at enchantedrosesau@gmail.com if you have any issues with your order. 

Refunds are not available, only replacement roses or store credit can be provided. 

We are unable to refund any orders which are placed for special occasions (Valentine's Day, Mother's Day & Christmas Day) and all promotional & discounted orders.

VALENTINE'S DAY & MOTHER’S DAY

Our early bird prices are the best rates we can offer pre-valentines. From the 7th of February, our prices increase since there is a huge demand for roses, and we find that costs from the best producers can nearly triple, which has an impact on our gift boxes. We don't want to compromise on our quality finish, so we want to make sure our returning customers know the reason behind the price differences for our Valentine's collection. No discounts can be offered/ redeemed during the valentines period, which commences 1st February - 15th February.

DELIVERY

If the intended recipient isn't there to receive their Roses, then we will do our best to ensure they are left in a safe place

We will not take liability for any delivery made where the recipient is not at the destination provided and there is no safe place to leave the package, a refund in this instance will not be provided.

If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift  (Leave in a safe place/attempt redelivery the next business day).

On the attempted redelivery date, if the recipient is not home, our drivers will leave the box of roses outside the house only where they deem safe.  An unsafe delivery might be if there is no sheltered place to leave the roses, or within clear sight of the street, or if there is no access to the building, apartments or condominium.

If in the instance the roses are left, at this point, we take no liability for the delivery of your gift. If in the unlikely instance your roses cannot be found, we accept no responsibility and are unable to provide a refund since roses are perishable items and we would have done our best to contact the sender and or the recipient.

If we have been provided with an incomplete or incorrect address and the order has been delivered, the entire cost of both the product and delivery will be incurred by the customer to have it sent out again.