Return & Refund Policy

To ensure freshness of your roses, please visit our Rose Care Instructions here.
You may also refer to our Fresh & Preserved care instructions found within your gift’s envelope.

Damaged, Lost, or Stolen Orders?
If you added Green Package Protection at checkout, please file a claim with the Route team here for quick assistance with “in-transit” related issues.

RETURNS & REFUNDS (with Route Package Protection):

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.

 

RETURNS & REFUNDS (without Route Package Protection):

Please Note: Photo documentation is required for quality control purposes and requested refunds.  Please also include your order number.  We test our roses regularly and strive to make sure our rose selections are there to provide a luxurious experience.

1) FRESH ROSE POLICY:

Unfortunately, our fresh roses are not eligible for returns.  All fresh rose sales are final. In the event your package (box and or roses) is 50% or more damaged or never arrived, contact us within 5 days and we will discuss refund options or offer a complimentary rose redelivery.

If less than 50% of the rose bouquet arrives damaged or in poor quality, you will receive a refund per damaged rose to your original form of payment. 

2) PRESERVED ROSE POLICY:

Unfortunately, our preserved roses are not eligible for returns. All preserved rose sales are final. In the event your rose box is damaged, never arrived or was incorrect, contact us within 5 days of delivery and we will discuss refund options or offer a complimentary redelivery.

POLICY REGARDING CARRIER DELAYS/DELIVERY MISTAKE:

We partner with the industry best when it comes to delivery services. However, there may be factors related to weather or logistical variables that may cause delays or mistakes in your delivery. 

We offer Package Protection through Route.  If you did NOT select this package protection at checkout and your item arrived damaged through our third party carrier service, the following photos are required in order for us to move forward with consideration for a refund, or replacement:

-Damaged Merchandise Inside the Box
-Damaged Item Outside of the Box
-Top Side of Shipper Box
-Bottom Side of Shipper Box

In the event your item has yet to be delivered, please wait for delivery prior to reaching out regarding your options. If your item is late, please check the previously provided tracking number for delivery status updates.

CANCELLATIONS:

You may cancel an order free of charge within the first 24 hours of placing the order. There will be a $25 restocking fee applied for orders canceled thereafter. No cancellations will be accepted 7 days after order has been placed. (The $25 cancellation fee will be deducted from the total returned value).