Shipping policy

Delivery, Refund, and Cancellation Policies

Accordingly to

  • Federal Law No. 15 On Consumer Protection issued on 10/11/2020 corresponding to 24 Rabi` al-Awwal 1442 H.

  • Cabinet Resolution No (12) of 2007 on the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection

  • Federal Law No. 19 On combating commercial fraud Issued on 12/12/2016 Corresponding to 13 Rabi' Al-Awwal 1438 H

  • Cabinet Resolution No (11) of 2020 regarding the Executive Regulations of Federal Law No (19) of 2016 on Anti - Commercial Fraud delivery, refund, cancellation policies has been done.

Delivery Policy

Delivery for orders booked in advance will be conducted during the chosen time. Delivery can be done only locally within Dubai by courier. We deliver flowers in Dubai from 7:00 am to 00:00 am, 7 days a week. Please note, delivery to any other emirate can be charged more, depending on distance from Dubai and cost for the transportation company. Postcard, flowers bag, and care instructions for all delivered bouquets are free of charge.

Quality and Substitution Policy

We are happy to inform you that we guarantee the quality of our flowers and provide a warranty for it.

  • Our featured flowers, such as peonies, ranunculus, phalaenopsis, cymbidium, limonium, gypsophila, lilies, etc. are guaranteed to last at least 8 days from the time of delivery.

  • Roses, eustoma, and specially marked flowers are guaranteed for 5 days.

  • A few fragile flowers such as hydrangeas, O’Hara roses, tulips, iris, spray roses, daffodils (and arrangements which, at the customer's request, include such flowers) are guaranteed for 3 days.

  • Please note, hydrangea is a very sensitive flower, can be damaged even during transportation during the summer period in Dubai and can act differently out of our control. Never leave hydrangeas without water. However, we give a warranty for it and will change the bouquet for free if the quality is compromised upon receipt.

We reserve the right not to offer a replacement, store credit, or refund where the product fault or damage is a result of misuse or neglect, such as leaving flowers without water for a long time, exposing flowers to hot weather without air conditioning, or leaving flowers inside a car without air conditioning.

Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to match orders as closely as possible to the product photos and descriptions. While minor variations are sometimes necessary, the concept and value of the item ordered is always guaranteed.

 

Due to the nature of our products—in that each of them is unique and none of them is identical, and because flowers are alive—we have a fresh delivery of flowers every day.

We will prepare for you the most similar version of the bouquet, but first and foremost, the freshness of the flower is important for us, so the shades and composition may differ slightly depending on the availability of fresh stock of the arriving item.

The concept and size of the bouquet are always guaranteed.

Therefore, we want to inform you that in some cases, florists may not have some items referenced in the product description in stock, and careful substitutions of equal or greater value will be necessary. In those cases, when possible, we will ask you for permission to make a substitution if the substitution has a big difference; if the difference is not significant, we reserve the right to change flowers automatically. If we are unable to reach you, or there is insufficient time to do so, we will proceed with the substitution. Roses, however, will NEVER be substituted with other kinds of flowers or floral products without requesting your confirmation first.

If a florist does not have an added product, we will replace it with a similar one or add the money paid for the item to the value of the flowers and create a bigger bouquet.

Refund Policy

We take great pride in the integrity and quality of our work and warranty policies for flowers, and would like for you to enjoy our beautiful arrangements as much as we do. As flowers are perishable goods, all flower arrangements and balloons are non-refundable (except as noted below). In case the customer’s expectations of the flower arrangement are not met (e.g., quality issues), we will change the flowers for free. Cancellation and a full refund can be done before 48 hours from the delivery time (in holidays such as Valentine’s Day, International Women’s Day, etc., we require 72 hours notice) as we pre-order and prepare flowers specifically for your order, and we do not re-sell flowers to other customers.

Refunds will be done only through the Original Mode of Payment. Refunds will be made back to the payment solution used initially by the customer. Please allow our company from 3 till 15 working days for the refund transfer to be completed.

If we are unable to deliver your item on the selected date due to circumstances within our control (such as fire, heavy rain, etc.), you are entitled to a full refund. If we are unable to make a delivery as scheduled due to circumstances outside our control (the unavailability of your recipient or a wrong address, for example), we do not issue a refund and can reschedule delivery. If a recipient refuses delivery, you will not be entitled to a refund.

Order Changes

To change your order, please contact Customer Service using at support@rozarya.ae. Changes can only be made one business day or more prior to the scheduled delivery date.

Cancellation Policy

Cancellations for a full refund are allowed if made before two business days or more prior to the scheduled delivery date. If an order is cancelled less than One business day prior to the delivery date, 65% of the cost will be refunded (meaning we retain 35% of the original cost). Refunds will be done only through the Original Mode of Payment. Refunds will be made back to the payment solution used initially by the customer. Please allow us 3 till 15 working days for the refund transfer to be completed.

Substitution Policy

Due to the nature of our products, in that each of them is unique and none of them is identical, and because flowers are alive: In some cases, florists may not have some items referenced in the product description in stock, and careful substitutions of equal or greater value will be necessary. In those cases, when possible, we will ask you for permission to make a substitution. If we are unable to reach you, or there is insufficient time to do so, we will proceed with the substitution. Roses, however, will NEVER be substituted with other kinds of flowers or floral products without requesting your confirmation first. If a florist does not have an added product, we will replace it with a similar one or add the money paid for the item to the value of the flowers and create a bigger bouquet. We do not offer a satisfaction guarantee on products and services, or exchange, returns and refunds for change of mind.