Shipping & Returns

SHIPPING

  • All preserved rose products require a minimum of 24 hours handling time before they can be shipped.
  • Our products are delivered with Postnord and DHL.
  • If FREE shipping is offered as a possible alternative, delivery is by ground transport. We always use the best carrier available for your location.
  • We deliver to all of Sweden and within selected countries within Europe, but the shipping prices do NOT include import duties or taxes. Import taxes and duties must be paid by the recipient, so please consider this before ordering.
  • Prices and delivery times vary depending on the customer's location and the delivery options you select at checkout.
  • We prefer not to send to PO boxes. Contact us before ordering a delivery to a post box.

CAN YOU GUARANTEE DATE AND TIME FOR DELIVERIES?

  • Fall storms, hurricanes and floods are just a few examples of things that can cause delays in delivery. As some forces of nature are beyond our control, we cannot guarantee that delivery times will be met once your order has left our premises, unless you choose our local delivery option with personal delivery at checkout.
  • Postnord and DHL can have problems that are completely beyond our control and that can lead to delays. If necessary, we will try to resolve such potential delay issues with the respective shipping company on your behalf.
  • We guarantee that your order will be shipped on time and in perfect condition from our premises according to the shipping option and schedule you have requested.
  • Tusen rosor AB does not guarantee delivery on a specific date as we use third-party logistics. The estimated date of delivery is estimated based on the carrier's delivery times and dates.

 

CANCELLATIONS & RETURNS POLICY

  • We are aware that packages may not be delivered with the same quality and professional care with which they were produced. Things can happen during the short but important transit time from our warehouse to your door. Be sure to follow the rules that apply when returning a damaged item so that our team can quickly and efficiently assess the issue at hand.
  • Unfortunately, Tusen rosor AB cannot accept returns of our preserved roses or gift boxes with roses. All our arrangements with preserved roses are handmade and made to order. Therefore, our products can NOT be returned or exchanged unless they have been damaged in transit. All sales are final and no refunds or store credit will be issued.
  • Orders damaged on arrival must be immediately photographed as proof while still in the original shipping packaging. We cannot review or approve any request for replacement or refund without photo proof. Once we receive the photos, it takes a while for us to examine any damage. It may be required that a product be returned to us at the customer's expense in order for us to complete the review.
  • If the seal has been broken or removed from the packaging, the product cannot be replaced if it has been damaged.
  • If a package has been damaged in transit, we may issue a refund, less shipping costs, or offer a replacement product after we inspect the package.
  • It is not possible to cancel an order once the item has been manufactured. If you wish to cancel an order, you must contact us immediately to find out if the order has been processed. If it turns out that the arrangement has been completed, we cannot issue a refund because it involved a cost to us to complete the arrangement, and you agree that such amounts may be deducted from any payments previously made to Tusen rosor AB.
  • All goods marked "return to sender" will be charged a fee of SEK 500 (plus a deduction for the original shipping cost) unless a new delivery is arranged and the new shipping costs are paid.
  • Shipments that are not picked up are the responsibility of the customer and will be charged for the entire value of the product plus shipping costs that are added in the event of a possible delivery attempt.
  • All items returned to sender must be in their original, undamaged condition to be eligible for any refund.
  • Contact us at kundtjanst@tusenrosor.se for further information.

 

LOST OR MISSING ITEMS

  • If your item doesn't arrive, or if the tracking information shows it has been delivered but you can't find it, please let us know so we can contact the shipping company in question and find out what happened.
  • If an item is listed as delivered but you can't find it, we need to take some steps to find out where it is. If the delivery is made by Postnord and you know which local post office handles the mail, you can contact this to find out what happened to your delivery. This is the fastest way to locate a shipment sent with Postnord.
  • If you still cannot find your package, you must file a lost shipment report. Most of the time we can do this for you. UPS, Fed-Ex and Postnord have different procedures and time frames that must be followed in order for the claim to be submitted and processed.
  • All requirements are reviewed by our management. All decisions are based on the information we have and are made taking into account any requests for refunds or compensation. No concessions are made in connection with this before the review is complete.
  • For additional information on UPS, FedEx and Postnord procedures and procedures for missing and missing shipments, go to UPS.com, FedEx.com or Postnord.se.

 

OTHER THINGS THAT MAY BE WORTH CONSIDERING IN CONNECTION WITH SHIPPING

  • Double check the delivery address before sending your order of preserved roses or gift boxes with roses and decorations. Tusen rosor AB is not responsible for orders that are delayed or returned because the customer provided an incorrect address or an address that cannot be delivered to (e.g. post box).
  • We understand that you may want your gift to be a surprise. However, to avoid delays, we recommend that you notify the recipient of the shipment before it arrives. We also recommend that you include a gift message at checkout so that the recipient knows who to thank.
  • Make sure that the delivery can be dropped off at your address without any problems. If there is a gate, security device or if it is closed to the place, think about this before you order delivery there.