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Customer Service

What happens after we receive your order?

We can’t wait to get started on creating a stunning arrangement just for you.

We waste no time in cutting your flowers directly from the field and bringing them to our post-crop area. This ensures the freshest possible blooms for your order.

Next, we give your flowers a refreshing drink in our first cold room set at a crisp 39°F for a minimum of 4 hours. This guarantees that your flowers are well-hydrated and ready to be arranged into a beautiful display.

Now it’s time for the magic to happen! Our talented florists take your flowers to the arrangement table and use their skills to create a breathtaking arrangement that perfectly suits your style.

After the arrangement is complete, we move your flowers to our second cold room set at a chilly 37°F. Here, they receive an additional 4 hours of hydration to ensure they are in top condition for their journey to you.

Once your arrangement is ready, we carefully pack it in its box according to your specific preferences – with or without a vase, and with a personalized message if desired.

Your box is then moved to our third cold room set at 37°F, where it chills for a minimum of 3 hours. This ensures that your flowers stay fresh and beautiful during their journey.

Our refrigerated trucks, set at a cool 39°F, pick up your box and transport it directly to the airport. This guarantees that your flowers are kept at the perfect temperature throughout their journey.

Finally, your order arrives at your doorstep, straight from the airport! Get ready to experience the joy of receiving a stunning bouquet of fresh, beautiful flowers.

How Can We Help You?

You can reach us by e-mail at [email protected] or call us at (786) 828-5524 at office hours between 9 am and 6 pm EST. You can also contact us through our chatbot.

Once your bouquet has been picked up and scanned by the courier, you will receive an e-mail notification by DHL with the tracking link of your delivery. There you will be able to see at which step your delivery is.

First, we sincerely apologize for the late delivery of your bouquet. We are just as excited as you for your bouquet to arrive on time! Please be mindful that each of our bouquets is prepared once ordered, so a DHL disruption can occasionally delay your bouquet on its journey to your door. In this case, DHL will notify you with an update of the delivery time via e-mail.

We’re sorry you’ve changed your mind, but we understand that things come up. If your purchase is in the following statuses, the order cannot be canceled: being prepped, has shipped, or has been delivered. However, if your flowers haven’t begun prepping at the farms, please send a cancel request to [email protected] and receive a full refund.

Flowers are unpredictable by nature, which is why we have a team of dedicated support specialists ready to offer tips to make your flowers look beautiful. We stand behind our product and experience.

While all sales are final, we understand that mishaps are unavoidable. Reasons why you may be eligible for compensation include: (1) the wrong item was delivered, the flowers arrive in substandard condition, or the order was never delivered, and (2) you complete a customer service request form here within 3 calendar days of the delivery date. We require a photo to be attached to the customer service request form if you received a substandard bouquet/flowers. Credits issued for replacement bouquets cannot be transferred or redeemed for cash.

Rosalie Flowers does not take responsibility for orders with incorrectly entered shipping addresses. If an order is placed with an incorrect or wrong address, it is the customer’s responsibility to reach out to the resident of said address to retrieve the package. You can download and send us a customer request form for any requests.

All our flowers are cut to order at the time of your purchase. Because nature is unpredictable, the flowers may vary in color and shade from what is seen on our website. We always try to get as close as possible to our model bouquet. If there are any issues with your flowers, we would like to hear from you. Send us a message at [email protected], and please include a photo if possible so we can best assist and monitor the incident for quality assurance.

General Tips:

Because our flowers come straight from our farms and are minimally handled, they will often arrive in bud form. At first, they may appear green, small, floppy, and even sometimes might look dead but are really just dehydrated. This is totally normal! By following the care instructions on the box, your bouquet will bloom open beautifully; clip the stems, pull off most of the outside leaves, place them in water, and watch them come into their own.

A few best practices:

  • Ensure your vase is the right height for the flowers
  • Trim off 1 inch of the stem at a 45-degree angle
  • Flowers with thick stems (like Tulips and Calla Lilies) absorb water quickly, so don’t overfill the vase – 2 inches of water is all you need!
  • Sunflowers will arrive closed, but perk up quickly with the right amount of sun
  • Change the water every two days
  • If you see that a flower is withered before expected, remove it from the bouquet

We are growers, you are buying your flowers / bouquets directly from the source. Different flowers naturally have different lifespans in the vase. With proper care we can ensure that your flowers should last between 8-10 days.

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