Frequently Asked Questions

What Are Preserved Roses And How Are They Made?

Preserved roses are real roses that are naturally preserved in a wax like solution. They are not left to dry instead they are processed with glycerine and other plant like elements which give the rose 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 Preserved Roses Last?

Each preserved rose lasts at least four seasons or longer with minimal care. The roses can last longer if properly maintained. We highly recommend not touching them as frequently to give the roses the longest lifespan. Please follow care instructions for longest life expectancy.

How To Care for My Eternal Fleur Preserved Roses?

Maintaining your preserved roses is easy! Here are some simple tools to keep your roses looking alive for four seasons or longer: Do not remove the roses from the rose box, Do not add any water, Keep roses away from sunlight and direct light, Keep roses at room temperature, Do not place your roses near any light fabrics. The less you touch your roses, the longer they will live! Please note that each order comes with Care Instructions in case you were wondering :)

Will The Colors On The Preserved Roses Run?

Yes, the colors may run especially if placed near light colored fabrics. 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 Preserved Roses Smell?

Yes, each preserved 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.

Can You Remove The Preserved Roses From The Rose Box or Acrylic Box?

No, the preserved roses are designed to stay in the box and removing them will destroy their life span.

Can I Remove The Lid And Black Crinkle Paper From My Bloom Box?

Yes, if you plan on using a candle with your Bloom Box please remove the lid and the black crinkle paper inside of the Bloom Box. The lid and black crinkle paper are simply used to keep the roses and candle or box of chocolates protected during transit as well as keep dust away off the roses.

Is It Normal If My Preserved Roses Change Their Color?

Yes, please try to keep your preserved roses away from any sunlight or light bulbs as lighting may change or lighten the color of the preserved roses. Also, rose colors may change over time due to their natural processing.

Are Preserved Roses Safe For the Environment?

Yes, the naturally preserved roses are safe for the environment. All of our preserved roses are 100% Rainforest Alliance Certified.

Can You Keep Your Roses In The Shipping Box If They Arrive Earlier Than Expected?

Yes, we recommend keeping your rose 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 or in person at our store location. 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 support@eternalfleur.com so that a representative can further assist you.

Can I Create a Custom Order?

Please contact us directly at support@eternalfleur.com or give us a call. We love to 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 or call us at 212-683-6888.

What is Buy Now, Pay Later with Affirm?

We allow for our customers to buy their roses now and pay later with Affirm. Please select Affirm at checkout and follow the instructions on options available to pay monthly. Please note that all Affirm questions should be addressed with Affirm as it is a third party system and we do not have access to your confidential credentials.

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.

How Are The Roses 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. All Store Pick Up orders are packaged in an Eternal Fleur retail bag. For shipped orders, we carefully pack the Eternal Fleur rose arrangement with extra foam and inserts, ensuring the protection of your rose arrangement in transit.

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. All Store Pick Up Orders are available to be picked up Monday to Friday from 10 am - 6 pm. Please select your day and time slot when you checkout, if you need to many 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 support@eternalfleur.com. For damaged products: please include photos, order # and full name.

Can I Cancel My Order?

You can cancel your order within 24 hours after purchase by emailing us at support@eternalfleur.com. 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 support@eternalfleur.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 ready 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 2nd Day Air, UPS Next Day Air and FedEx Priority Overnight. In New York City, we offer same day delivery in Manhattan & Long Island City as well as Store Pick Up. 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 support@eternalfleur.com

Is There Same Day Delivery or Store Pick Up Available?

Yes, we offer Same Day Delivery in Manhattan (Battery Park to 96th Street) and Long Island City. 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 note we do offer Store Pick Up at our Long Island City Store. Our address is 27-18 44th Drive Long Island City NY. 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. 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 or at any of our store locations. Also, we cannot combine discount codes. Each order can use only ONE discount code at a time.

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.