Refund policy

Refund and Return Policy

We want you to be happy with what arrives. This page explains exactly what can be returned, what cannot, and what we do when something goes wrong. If anything here is unclear, email support@sparklyroses.com and our support team will answer within 24 hours.

In short

  • You have 30 days from delivery to request a return.
  • Engraved and personalised pieces cannot be returned, because they are made for one person and cannot be resold.
  • Engraved pieces can be changed or cancelled free, right up until we engrave them.
  • If your order arrives damaged, faulty, or wrong, send us a photo and we replace it free. You do not need to send anything back.
  • We cover return shipping when the fault is ours. For a change of mind, return postage is yours.
  • Approved refunds are back on your original payment method within 10 business days.

What you can return

Anything that is not engraved or personalised can be returned within 30 days of delivery, as long as it comes back to us unused, in the same condition you received it, with any tags attached and in its original packaging. You will need your order number or proof of purchase.

Preserved roses and rose arrangements are not perishable goods. They are made to last, so they are returnable on the normal terms above.

What cannot be returned

Engraved and personalised pieces. Anything carrying a name, a date, initials or a custom message is made to order for one person and cannot be resold, so it is not returnable once it has been engraved.

Because of that, please read your engraving back to yourself before you order. Check the spelling, the spacing and the date. If you spot a mistake afterwards, tell us straight away and we will fix it, see the next section.

Gift cards cannot be returned or refunded.

None of this affects your rights if an item arrives damaged, faulty or is not what you ordered. Those are covered below, and they are covered whether the piece is engraved or not.

Changing or cancelling before it ships

Every order is made and engraved by hand, which takes 1 to 3 business days. Until that happens, almost anything can still be changed:

  • Fix a spelling mistake or change the engraving wording
  • Change the delivery address
  • Cancel the order completely for a full refund

Email support@sparklyroses.com with your order number as soon as you can. Once a piece has been engraved, the wording is permanent. Once a parcel has been handed to the carrier, the address is locked, though we can still help you work with the carrier to reroute it.

If it arrives damaged, faulty, or wrong

Please open your parcel and check it when it arrives. If anything is damaged, faulty, or not what you ordered, email support@sparklyroses.com within 30 days of delivery with:

  • Your order number
  • A photo or short video showing the problem

We will send a replacement free of charge, and you do not need to post anything back to us. This applies to engraved pieces too. If you would rather have a refund than a replacement, just say so and we will refund you instead.

How to start a return

  1. Email support@sparklyroses.com with your order number and a line about why you would like to return it.
  2. Our support team replies within 24 hours. If your return is approved, that reply contains your return authorisation and the exact address to send it to.
  3. Post the item back using the instructions in that email. We recommend a tracked service, because we can only refund items that reach us.

Please wait for that email before sending anything. Our stock does not all sit in one place, so the correct return address depends on your order. Items posted back without a return authorisation cannot be accepted or refunded.

Who pays return postage

If the fault is ours, we cover it. That means anything damaged, faulty, wrongly sent, or not as described. In those cases we usually will not ask for the item back at all.

If you have simply changed your mind, the cost of posting the item back is yours. The original shipping you paid us was free, and we do not charge a restocking fee.

Refunds

We will email you once your return arrives and has been checked, and tell you whether it was approved.

Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer can take a few days beyond that to post it to your statement, which is outside our control.

If it has been more than 15 business days since we told you your refund was approved and you still cannot see it, email support@sparklyroses.com and we will chase it.

Exchanges

The quickest way to get the piece you actually want is to return the original and place a new order for the one you want, rather than waiting for an exchange to be processed in sequence. If the original arrived damaged or wrong, see the damaged section above, we simply replace it.

Orders that never arrive

If your tracking has not updated, please allow 48 hours after the shipping email for the first scan to appear, and expect quiet stretches on international routes. If your order has not arrived within 30 business days of your shipping confirmation email, contact us with your order number and we will investigate it with the carrier and make it right.

European Union and United Kingdom

If your order is delivered in the EU or the UK, you have 14 days from receiving it to cancel for any reason, without giving a justification. The item must come back unused, in its original condition and packaging, with proof of purchase.

As allowed under EU and UK consumer law, this 14 day cancellation right does not apply to goods that are made to your specification or clearly personalised, which for us means engraved and personalised pieces. Your rights in respect of faulty, damaged or misdescribed goods are not affected, and nothing in this policy limits your statutory rights.

Contact us

Email support@sparklyroses.com
Phone +1 (606) 714-0640
Our support team is available 7 days a week and answers every message within 24 hours.

Sparkly Roses LLC, 415 N Camden Dr, Beverly Hills, CA 90210, USA