Shipping & Return Policy
We DO NOT SHIP TO PO BOXES, GOVERNMENT INSTITUTIONS, AND BANKS.
Orders will ship based on the corporate shipping guidelines. We do not ship to Post Office (PO) Boxes, Government Institutions, and Banks as deliveries may not be accepted and delayed due to certain restrictions enforced by the institutions.
Store Pick-Up is available from 10 am-6 pm Monday-Friday. Please allow at least 2 hours for orders to be made same day. All orders must be placed by 1 pm Eastern Standard Time if you are picking up same day. Orders placed after 1 pm EST will be available for pick up the following business day unless instructed otherwise.
Best efforts will be made to ship all orders for in-stock merchandise within 24-48 hours. Orders are processed Monday-Friday.
Same Day Delivery/Hand Delivery
Same Day Delivery/Hand Delivery is available on select products in the Manhattan area (Battery Park to 96st Street). We do not guarantee an exact time when an order can be delivered. We allow our customers to choose the day that they want their order delivered however we cannot guarantee an exact time. Orders are delivered Monday-Friday, 10 am - 5 pm. Please note that any same day orders must be placed by 1 pm EST.
SHIPPING DATE vs DELIVERY DATE
Eternal Fleur offers our customers the opportunity to set up shipment for a later date. The shipping date is the date which we SEND the package. The delivery date is the date the customer will RECEIVE the package. To determine when you get the package take into account the time it takes to ship AND time offered by chosen method of delivery.
We let our customers choose their ship date NOT delivery date. We offer these options so that our customers are able to save if they do not need guaranteed delivery or pay a little extra to expedite and/or guarantee receipt by a specified date.
Is My SHIPPING Date Guaranteed?
In order for your SHIPPING date to be guaranteed it must be placed before 1pm EST of the ship date chosen. If your order is placed after 1pm EST of the date you choose to ship, we reserve the right to automatically cancel your order and we will notify you with modification options.
We DO NOT guarantee that your order will ship on the chosen date if you select Free Standard Shipping. This means delivery dates and times aren't guaranteed as well.
Is My Delivery Date Guaranteed?
Free Standard Shipping and UPS Ground DOES NOT guarantee your item will be delivered by any specified date. Whether or not your delivery date is guaranteed all depends on your shipping method.
In order to receive a guaranteed delivery by a specified date, please do not choose Complimentary Shipping or UPS Ground.
The following methods WILL GUARANTEE your items to be delivered in the chosen time frame:
UPS 1 Day or UPS 2nd Day Air which are guaranteed for business day deliveries only (not including weekends)
(Please note there is a distinction between delivery on business days and delivery on weekends)
FedEx Priority Overnight which is guaranteed for both business day and Saturday delivery.
If you require a Saturday delivery, please choose FedEx Priority Overnight and a Friday ship date. All orders must be in by 1 PM Eastern Standard Time to ship out same day.
Since these shipping methods are guaranteed, if the item does not arrive on time, just reach out to us and we will be able to refund your entire order amount. That is because these services are backed by a guaranteed service policy that we honor and pass along to our customers. We do not offer refunds if late/non-delivered item is outside of our control and not guaranteed delivery.
Complimentary Shipping (FREE Standard Shipping)
Complimentary Shipping is only available in the contiguous United States at this time. We DO NOT guarantee that your order will ship on the chosen date if you select Complimentary Shipping. This means delivery dates and times aren't guaranteed as well. If you need your order to arrive by a certain date, please do not choose this shipping method. We treat this shipping method as our Standard Shipping and in some cases it may take 5-7 business days due to delays out of our control.
UPS Ground will be shipped on the Ship date that you select if placed before 1pm Eastern Standard Time of the ship date. Please note UPS Ground delivers normally ONLY on business days (Monday-Friday). Please place your order by 1 pm Eastern Standard Time otherwise it will not be shipped the same day. Please note that UPS Ground may experience delays out of our control. Do not choose UPS Ground if you need it delivered by a specific date.
UPS Next Day or 2nd Day Air
Note that if you are ordering UPS NEXT DAY AIR OR 2nd DAY AIR, please order by 1 pm Eastern Standard Time otherwise it will not be shipped the same day. All UPS NEXT DAY packages require a signature. Please make sure someone is present at delivery to receive and sign for the package.
FedEx Priority Overnight
Note that if you are ordering FedEx Priority Overnight, please order by 1 pm EST otherwise it will not be shipped the same day. All FedEx Priority Overnight packages require a signature. Please make sure someone is present at delivery to receive and sign for the package.
We offer various shipping methods for International shipping including UPS Worldwide Expedited, UPS Worldwide Express, FedEx Ground, FedEx International Economy, 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.
We will include an order tracking number on your order status page. You can track the package by clicking directly on the tracking number. Please note that it may take 24 hours before tracking information appears on the UPS or FedEx websites. If you have a question about your order, please contact us by email at email@example.com or call us at 212-683-6888.
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 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.
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.
DO WE 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.
SPECIAL INSTRUCTIONS FOR GRAND CRYSTAL & CRYSTAL ULTRA PRODUCTS, & NEST FRAGRANCES® VOTIVE CANDLES
As the Grand Crystal and Crystal Ultra products are custom-made and personalized, all sales are final and no refunds or store credit will be issued once production has begun. Please inform us of cancelations of change requests within 24 hrs. We will send out an email to confirm your item has went into production, sometimes before the 24hrs to accommodate rush orders. If you do not respond to the email confirming production within 1 hour.
Orders cannot be cancelled once Eternal Fleur has begun production of the order which will be confirmed with the customer by email after order is received. In order to promptly deliver our products, the processing of an order commences almost immediately once you have submitted your order. We are unable to accommodate requests to change or cancel an order after twenty-four (24) hours have passed since the order was placed. Any changes to or cancellation of an order can only be made with Eternal Fleur’s prior written approval and additional charges may apply. Any agreement by Eternal Fleur to accommodate a cancellation request will be conditioned upon payment of any and all costs, charges and expenses already incurred by Eternal Fleur to that point, and you agree that such amounts may be deducted from any payments previously made to Eternal Fleur.
Nest Fragrances® cannot be exchanged or returned once order is shipped.
Accordingly, we encourage you to carefully check your order before submitting it.
We’re here to help! So if you need any help with figuring out how to navigate and get your items delivered on time…give us a call at 212- 683-6888. Someone will help you every step of the way!