Address Errors: If the shipping address provided does not match the Royal Mail address/postcode finder, it is unlikely that your order will reach you. Dulce Amor cannot be held responsible for delays or non-delivery of items if the supplied shipping address is incorrect. If the item is delivered to an incorrect address, it may not be recoverable. Should you provide an incorrect address and choose to cancel the order instead of reshipping, a 15% cancellation fee will be applied along with a deduction of the shipping fee paid. For orders without a shipping fee (using our fast & free service), a £5 fee will be charged to cover costs. Please note that personalized arrangements cannot be canceled.
Re-shipping: In the event of a failed delivery due to an incorrectly supplied shipping address, Dulce Amor will re-ship your arrangement once free of charge to a new address. Please note that we must wait for the arrangement to be returned to us before re-shipping and the process that can take several days but we assure you we will do our best to get them to you as quickly as we can.
Shipping Services: Our standard shipping service does not guarantee a specific delivery timeframe; the 2-3 working days specified by Royal Mail are an aim, not a guarantee. Orders placed before midday between Monday & Friday will be shipped out the same working day. Standard shipping orders are not shipped on Saturdays or Sundays.
Next Day Shipping: Selecting next day delivery at checkout does not guarantee a refund if a delivery attempt is made but you are not available to receive the arrangement however Royal mail does attempt a second time to deliver your goods.
Missing/Lost Items: In rare cases of missing or lost items within the postal network, Dulce Amor will work to resolve the issue. A set number of working days specified by Royal Mail must pass before an item can be declared as missing. Compensation in the form of a re-ship will be provided if the situation is not resolved.
Adverse Weather Conditions: Dulce Amor cannot be held liable for delays or non-delivery due to adverse weather conditions but we aim to resolve this for you.
Damaged Goods: Damage to our well-packaged roses is rare but should be reported within 48 hours of arrival. Please refrain from removing the arrangement from its cardboard insert or gift box to aid in identifying the cause of damage during shipping. Including a photo with your initial email will expedite the resolution process.
