Our price includes FREE Shipping on orders over USD $121.50/CAD $160.35 - Contact us: (754) 544-9383 | (805) 259-3630

LATE OR MISSING REFUNDS POLICY

Our Ecuador Direct Roses team strives to deliver you the highest quality of flowers & roses, and also give you an exceptional service. As you know flowers are perishable, there may be instances where things don't go as planned. However, we are here to assist you in resolving any issues that may arise. Please understand that due to the nature of flowers, returns are not accepted.

*Note that we are unable to offer credits for product or shipping delays caused by the courier.

We want to ensure your satisfaction, and therefore, refunds or credits for goods purchased are only provided in specific circumstances:

1

If your flowers arrive in poor condition; we will ask you to follow the steps, on how to process credits. If we don't have enough information about your quality issue, we won´t be able to proceed with the credit or refund.

2

If the wrong item was delivered.

3

If your order is never delivered.

4

In these cases, we may offer a replacement or provide you with promotional credit.

How To Process Credits?

STEP #1: Quality claims must be done within 24-48 hours after receiving the order.

STEP #2: Take good-quality pictures of the barcode in every bunch/bundle

STEP #3: Show the number of damaged stems in the pictures. Like example.

STEP #4: E-mail us at: claims@ecuadordirectroses.com with a brief explanation of the quality issue found & attach all the necessary pictures.

NOTE: *Refunds/Credits will be processed according to the number of stems damaged shown in the pictures you send us.

Please note that all requests regarding quality issues may take 5-7 business days to be answered and processed.

If you haven't received a refund yet, please first check your bank account and then contact your credit card company. It may take some time for the refund to be officially posted. If you've taken these steps and the refund still doesn't appear in your account after 72 hours, please don't hesitate to contact us.

Return & Refund Policy


We strive for quality in our flowers, but they are perishable, and sometimes things go wrong. In those cases, we address the situation. Due to the nature of flowers, we do not accept returns. Please send us all refund information to claims@ecuadordirectroses.com or call us at +1 (754) 544-9383. We may request information and pictures for tracking purposes. Refunds must be sent within 24 - 48 hours of receiving the flowers.


Our focus is on service. If you wish to purchase directly from a person, please contact us and a sales representative will be in touch soon buy flowers online on the platform and give the Order Number to assist you with any issue. We will be more than happy to help you.


***Note that we are unable to offer credits for product or shipping delays caused by the courier.


We want to ensure your satisfaction, and therefore, refunds or credits for goods purchased are only provided in specific circumstances:





  • If your flowers arrive in poor condition; we will ask you to follow the steps, on how to process credits. If we don't have enough information about your quality issue, we won't be able to proceed with the credit or refund.
  • If the wrong item was delivered.
  • If your order is never delivered.


In these cases, we may offer a replacement or provide you with promotional credit.








Couriers & Refunds


If your shipment is delayed by the courier, we will not accept requests for credits on product or shipping charges.


To check the status of a granted refund, first check your bank account and then contact your credit card company. The process of receiving the refund can take 5 - 10 days due to payment gateway. If 10 days have passed and the refund has not appeared on your account, please contact us at Ecuador Direct Roses.


Except for the cases outlined below, there are no refunds or returns for goods purchased. All sales are considered final. We may only replace the item or provide promotional credit in three situations: (1) if the wrong item was delivered, (2) if your flowers arrive in poor condition, or (3) if your order is not delivered at all.


We cannot issue refunds for incidents out of our control like weather delays, UPS, FedEx, DHL delays, late address changes, or missing information in the address. These circumstances are unpredictable and beyond our control. We suggest scheduling delivery a day or two before the special occasion to account for any potential delays. Although we understand the importance of on-time delivery, our roses travel from South America, and delays can happen. Setting an earlier delivery date allows for any unforeseen delays. If your order is delivered outside the selected timeframe, we may provide a promotional credit for the shipping cost.


Our courier's website may offer online tracking (for example, DHL, FedEx, or UPS), but we cannot guarantee its availability as we have no control over it. Although we schedule deliveries for a specified arrival, we cannot guarantee a specific delivery time. Our products typically do not require a recipient signature, and the courier may leave the package at the address, regardless of whether someone is there or not. However, we highly recommend being present at the delivery location to receive the flowers promptly and prevent wilting. It is important to note that Ecuador Direct Roses is not responsible for any incorrect shipping information entered during checkout. Please carefully review the shipping address before placing your order.







Cancellation Policy


We abide by point 7. of our previously accepted terms and conditions.






  • Cancellation policies during the Holiday Season:

 

Ecuador Direct Roses reserve specific flowers for orders, whether they are for immediate shipment or future dates. These flowers are immediately tagged and removed from our inventory availability list. If an order is placed in the date range of Holiday Season days, a credit of 50% of the order will be granted for future purchases or refunded. The remaining 50% of the order will be charged to cover the undispatched flower that will remain and probably die in our fields. No refund or credit will be given for order cancellation within 8 business days of a scheduled delivery date. In other words, the down payment will not be refunded!







  • Cancellation policies Regular Season:


Ecuador Direct Roses reserve specific flowers for orders, whether they are for immediate shipment or future dates. If an order is placed, a credit of 75% of the order will be granted for future purchases or refunded and 25% of the order will be charged to cover the undispatched flower that will remain and probably die in our fields. 



Once your order has shipped, we can not accept any cancellation, even if it is within a 24-hour cancellation period.






  • Our Holiday Sasons are:






  • Valentine's Day: From the first day of January until February 14th
  • Mother's Day: From the first day of April until the second week of May
  • Christmas Day: From the Second week of November through December 25th









Ecuador Direct Roses Suggestion: 


The suggested delivery day for your event is three days before. 


If your event is on Saturday, the recommended delivery day is Wednesday. Roses are packed in bunches of 25 stems for shipping. 


Each bunch has two layers for protection during shipping, so from the top angle it may appear as though there are only 12 stems, but there is a second layer with the remaining 13 roses. 


The roses are shipped in bud form and will bloom larger once hydrated. 


The expected vase life of the rose is an average minimum of 6 days.

 

Due to variations in monitor resolutions and natural variations, the exact color tones of the flowers may vary.


Please note that package contents and prices are subject to change based on availability and weather conditions. When your flowers arrive, they may look thirsty and sleepy, but this is normal. Please refer to the Flower Care tab on this product page for instructions on caring for and handling the flowers.


We make every effort to ensure that your order closely matches your original flower choice. Sometimes, due to time constraints, we may need to make substitutions without contacting you. To maintain the overall color scheme of centerpieces, we may substitute flowers of equal or higher value. 


The colors in this tinted Rose can vary. Tints can affect flowers differently. Some petals may not absorb the tint completely, resulting in a darker color on some petals. The color may appear stronger initially but will fade as the Rose blooms fully. 


The tint may dye the leaves and cause them to dry prematurely, so we recommend removing the leaves.


Returns will only be accepted for flowers in poor condition, and we will not accept returns for negligence.