Frequently Asked Questions
Our Response to COVID-19
Our team is taking all proper precautions to safely design and ship your orders. Please note our NYC location is closed at this time due to COVID-19 restrictions however we are offering Worldwide Shipping and safely delivering roses + flowers to your front door.
Due to CDC guidelines, our team is practicing social distancing and is limited. Please kindly plan ahead when placing an order as shipping delays may occur during COVID-19.
For any further questions, please call 212-683-6888 or email email@example.com
Stay safe and healthy everyone!
What Are Four Season Roses & Flowers™ And How Are They Made?
Four Season Roses and Flowers™ are real flowers that are naturally preserved in a wax like solution. They are not left to dry instead they are processed with glycerin and other plant like elements which give the flower its life span and allow it to last four seasons or longer. EX: Glycerin is an ingredient in a bar of soap and candy, if you don't add any water they will last forever.
How Long Do Four Season Roses™ and Flowers Last?
No Water, No Sunlight, 365+ Days™...Each Four Season Rose and Flower™ lasts at least four seasons or longer (yes that's right a year or 365+ days) with minimal care. The roses and flowers can last longer if properly maintained. We highly recommend not touching them as frequently to give the roses and flowers the longest lifespan. Please follow care instructions for longest life expectancy.
How To Care for My Four Season Roses and Flowers™?
Maintaining your Four Season Roses and Flowers™ is easy! Here are some simple tools to keep your roses and flowers looking alive for four seasons or longer: Do not remove the roses and flowers from the rose box or vase, Do not add any water, Keep roses and flowers away from sunlight and direct light, Keep roses and flowers at room temperature, Do not place your roses and flowers near any light fabrics and furniture. The less you touch your roses and flowers, the longer they will live! Remember the secret ingredient is glycerin so think of the flowers as a bar of soap or candy. The less you touch it...the longer it lives! Please note that each order comes with care instructions in case you were wondering :)
Will The Colors On The Four Season Rose™ Run?
Yes, the colors may run especially if placed near light colored fabrics and furniture. Please note that dark rose colors tend to bleed more. EX: If you create a custom rose arrangement with red roses and white roses the red may bleed onto the white.
Do The Four Season Roses and Flowers™ Smell?
Yes, each Four Season Rose™ carries a scent and smells just like a real rose. Do note that the scent is added in as the roses lose their scent once they are processed in the glycerin. This is great for anyone who is hypoallergenic. The metallic roses may not smell due to their dyeing process. Some of the Four Season Flowers™ have a natural oil scent added to them such as the Four Season Hydrangeas™ and Four Season Peonies™.
Can You Remove The Four Season Rose or Flowers™ from the Rose Box or Vases?
No, the Four Season Roses and Flowers™ are designed to stay in the rose box and/or vase and removing them will destroy their life span.
Is It Normal If My Four Season Roses and Flowers™ Change Their Color?
Yes, please try to keep your Four Season Roses and Flowers™ away from any sunlight or light bulbs as lighting may change or lighten the color of the preserved roses. Also, rose and flower colors may change over time due to their natural processing.
Are Four Season Roses and Flowers™ Safe For the Environment?
Yes, the naturally preserved roses and flowers are safe for the environment. All of our preserved roses and flowers are 100% Rainforest Alliance Certified. Please note that we add a natural oil scent to the roses and flowers which give them a scent. Any dyes that are used on the roses and flowers are all environmentally friendly and all of our roses and flowers are hypoallergenic.
Can You Keep Your Four Roses and Flowers™ In The Shipping Box If They Arrive Earlier Than Expected?
Yes, we recommend keeping your rose or floral arrangement in the shipping box until you are ready to use it as it keeps away dust and sunlight.
How Do I Place An Order?
Please note that we only accept orders via our website EternalFleur.com. Unfortunately we cannot accept orders over the phone , email or online chat as all credit card/billing information is confidential and processed through a third party for a security verification check. If you are looking to place a custom order, please call 212-683-6888 or email us at firstname.lastname@example.org so that a representative can further assist you.
Can I Create a Custom Order?
Please contact us directly at email@example.com or give us a call. We love to hear our customer's ideas and we will do our best to deliver something really special. Everything from custom preserved florals to custom logos. Please note we do offer wholesale pricing on corporate gifting, special events, and large bulk orders. Please email firstname.lastname@example.org or call us at 212-683-6888.
Do We Include The Receipt with The Order?
No, we do not include a receipt as we wouldn't like to spoil a surprise. Please include your email and phone number on each order this way the receipt can be sent to you once you place your order. Please note we do offer complimentary handwritten note cards.
What Payment Methods Do We Accept?
We accept the following major credit cards: Visa, Mastercard, American Express, Discover, JCB, and Diners Club. Please note that all credit card information is processed through a Shopify Secure 3rd party system so we never have access to your card information. Once an order is placed we cannot change the credit card number as we do not have access to your confidential information. Besides credit cards, we accept secure 3rd party services including PayPal, Apple Pay, Google Pay, Amazon Pay and Klarna.
What is Buy Now, Pay Later with Klarna?
We allow for our customers to buy their roses and flowers now and pay later with Klarna. Please select Klarna at checkout and follow the instructions provided by Klarna. Please note that all Klarna questions should be addressed with Klarna as it is a third party system and we do not have access to your confidential credentials.
How to Use My Eternal Fleur Gift Card?
Gift cards are electronically sent by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. Do note that gift cards do not expire and can only be used on www.EternalFleur.com. ALL GIFT CARD SALES ARE FINAL. For more information regarding Eternal Fleur gift cards please email us at email@example.com
What do we Ship?
We offer Worldwide Shipping on all Four Season Rose™, Four Season Peonies™, and Four Season Fleur™. Please add item to cart to see what shipping or delivery options are available. All Four Season Rose™, Four Season Peonies™, Four Season Fleur™ are NOT available for Same Day Local Delivery in New York City at this time. If you have any questions regarding this please call 212-683-6888 or email firstname.lastname@example.org and a representative will further assist you.
How Are The Four Season Roses and Flowers™ Packaged?
For Local Delivery orders, the order is hand delivered in an Eternal Fleur retail bag by a courier. All Local Deliveries are left with the doorman/mail room and require a signature. For shipped orders, we carefully pack the Eternal Fleur floral arrangement with extra foam and inserts, ensuring the protection of your floral arrangement in transit. All orders over $150 or that are missing a unit # require a signature upon delivery. Please arrange that the receiver will be available to sign.
What Days Of The Week Do We Deliver?
All Shipping Orders are delivered Monday to Friday from 8 am to 8 pm. This applies for Complimentary Shipping, UPS Ground, and UPS 2nd Day Air. For expedited shipping methods including UPS Next Day Air and FedEx Priority Overnight packages are delivered Monday to Friday no later than 12 pm. However we do offer Saturday Delivery with FedEx Priority Overnight. All Local Delivery orders are delivered Monday to Friday from 10 am - 5 pm. Please select your date for delivery at checkout. Please select your day and time slot when you checkout, if you need to make any changes please email or call us for further assistance.
How Do I Track My Order?
Please be sure to include your email or phone number when you place your order. If you forget to enter it in please email or call us and we will manually add in your information. All tracking #s are sent automatically to the email address provided with the order and can be tracked via UPS or FedEx. If you experience any delays, please call or email us and a representative will assist you with any questions or concerns.
What If The Receiver Isn't Available When The Package Arrives?
Please note that orders under $150 do not require a signature which means that UPS or FedEx will leave the package in a safe area or with the receiver if they are available. All packages over $150 require a signature which means that an adult must be present to sign for the package. UPS and FedEx will attempt to redeliver the order the following business day however if the receiver isn't home after several attempts they will need to pick up the package at a UPS or FedEx facility. Please check on your UPS or FedEx Tracking # for updates and call the courier or Eternal Fleur for further assistance.
Do You Accept Returns?
Unfortunately, we do NOT accept returns or exchanges as each Eternal Fleur floral arrangement is designed specifically for each customer. If you are truly unsatisfied with your product or it has arrived damaged please reach out to us within 48-72 hours of receiving the product and we will address any of your concerns and if a refund is needed it will be processed within 24-48 hours. All requests for refunds/returns must be made by email and sent to email@example.com. For damaged products: please include Photos, Order # and/or Full Name on the Order. All sales are final on Eternal Fleur Gift Cards.
Can I Cancel My Order?
You can cancel your order within 24 hours after purchase by emailing us at firstname.lastname@example.org. Please note however if an order is already processed for shipment or in transit it cannot be cancelled. Any Free Standard Shipping or UPS Ground delays are out of our control and orders cannot be cancelled in transit.
What To Do If My Order Arrives Damaged?
Unfortunately, damages can happen but not to worry we are here to help! If your item arrives damaged please send us photos, your order # and full name with a description of what happened so that we can have our team review. Please reach out to us within 48-72 hours of receiving the damaged product. Please send all information to email@example.com.
How Long Does It Take To Process An Order?
After an order is placed, it takes 24-48 hours to process and ship with Free Standard Shipping. Please note UPS Ground delivers normally only on business days (Monday-Friday). All UPS Ground and UPS 2nd Day Air orders must be in by 1 pm EST to ship same day. Note that if you are ordering FedEx Priority and UPS Next Day, please order by 3 pm EST otherwise it will not be shipped the same day. For International Shipping, please read our Shipping & Return Policy.
How Long Does Shipping Take?
If you need an order to arrive on a certain date please call or email us so that a representative can help you select the best ship date. Free Shipping takes 5-7 business days on average. Also, we do offer other shipping options such as UPS Ground, UPS 2nd Day Air, UPS Next Day Air, FedEx Priority Overnight and International Shipping Methods. In New York City, we normally offer same day delivery however at this time due to COVID-19 pre-cautions we are not offering same day delivery. If you need further assistance, please read Shipping & Return policy for complete answers or give us a call at 212-683-6888 or by email at firstname.lastname@example.org
Is There Same Day Delivery Available?
At this time we DO NOT offer Same Day Delivery in Manhattan (Battery Park to 96th Street) due to COVID-19 pre-cautions. Please select Local Delivery after you checkout and enter in the zip code for the local delivery. If the zip code populates then we deliver to that area. The local delivery cost is an additional $25.00. Please call 212-683-6888 for further assistance.
Is My SHIPPING Date Guaranteed?
We let our customers choose their ship date (NOT Delivery Date), which means if you are choosing Free Standard Shipping or UPS Ground, there may be delays out of our control after the order is shipped on time. We are not responsible for any delays that are caused by UPS Ground as this is a Standard Shipping Method. Also, International deliveries may experience delays due to customs clearance. Please read below. If an order needs to be received by a certain date please choose an express shipping method. Please read Shipping & Return Policy for more information.
Can I Combine Discount Codes?
Please note that we only accept active discount codes. Any discount code that has expired cannot be used on EternalFleur.com . A discount code may only be used per one order, no exceptions will be made if you are shipping to multiple addresses. Also, we cannot combine discount codes.
Do You Offer International Shipping?
We offer various shipping methods for International shipping including UPS Worldwide Expedited, UPS Worldwide Express, FedEx Ground, and FedEx International Priority. Please note that delays may occur due to customs. If you are planning to have your order delivered Internationally please plan ahead. Please note that the customer is responsible for any delays caused by customs processing and any duties or charges that may be charged. Please call 212-683-6888 for further assistance.
PACKAGE INSURANCE AND DELIVERY
All packages come standard with insurance and are traceable. If you see that your package is delayed or hasn’t arrived in a timely manner, please email us so we can have UPS or FedEx trace the package. Please note that all packages over $150 and UPS NEXT DAY and FedEx Priority Overnight packages require a signature. If the delivery address has multiple units and a unit isn't addressed, a signature may be placed on the package to ensure delivery to the correct address and recipient.