CUSTOMER SERVICE

FLOWER CARE

Roses are, of course, a natural and perishable product. They react to their immediate indoor environment as well as external weather conditions. Drawing on our two decades of experience, we choose each flower by hand, ensuring only the freshest and highest quality blooms reach our customers. We try to minimize the number of changes in condition which can reduce the longevity of our flowers. Once they are dispatched this is out of our control, so each package arrives with care instructions to help you look after them. Please follow the instructions thoroughly to ensure maximum life of your flowers. The heat and humidity we can have in some States means that this is especially important to avoid early wilting. We recommend changing the water in your vase daily. Air conditioning, extreme heat, and changes in climate can all have an adverse effect. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers.

REPLACEMENT POLICY

Typically, your flowers should last a minimum of 3-5 days. All our flowers arrive with care instructions to help you get the most from them. Should you find that despite following these instructions your flowers perish within 2 days, please provide 2-3 images of the Roses both close up and from a distance in the vase and email us at support@r.express or call: +40 31 631 53 42. Upon assessing the images provided we’ll be happy to replace them if we can see they have perished despite proper care being provided. We are unfortunately unable to replace flowers if they have been disposed of without images being taken.

CANCELLATIONS

Orders cannot be cancelled and/or refunded at any time but an alternative delivery date can be arranged or credit note can be requested for the full amount, unless the order has already been prepared and/or is already allocated to a courier. Please contact our Customer Service on +40 31 631 53 42 or email: support@r.express to discuss your options.

REFUNDS

Refund applies for non-delivery only, not for issues around quality control where a replacement will be provided. Please call us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right. Where a refund is the most appropriate resolution, funds will be credited back to the card or PayPal account they originated from. 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.

DELIVERY

If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift (front/back of the house or with reception/neighbour). We will always call the number provided to ensure the Roses are delivered to you. If the recipient is not home, our drivers will leave the box of roses outside the house where they deem safe. 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 we would have done our best to contact the sender and or the recipient.

SMALL ERRORS

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologize & read out the message. In this instance, complimentary chocolates will be gifted to your recipient. In the highly unlikely event that the recipient receives a totally incorrect order (i.e., red roses instead of pink roses) or missing items, a photo of the roses must be taken in its original box and emailed to us at support@r.express. Once this is confirmed, we will resend the box of flowers at the earliest delivery time possible for the day.