CARE INSTRUCTIONS FOR PRESERVED FLOWERS
Please follow the care instructions below for ensuring your roses and other preserved florals last for 1-3 years. Failure to adhere to these care instructions may damage the roses and result in reduced shelf-life.

DO NOT WATER

• There is NO need to water your preserved roses.
• Any moisture or high humidity (above 80%) can also cause roses to fade & disintegrate.
• Even moisture from your own skin can transfer to rose petals & diminish their color & shape.

AVOID DIRECT SUNLIGHT

• Avoid prolonged exposure to direct sunlight or dry environments as they can cause roses to dry up, making them brittle & fragile.
• Recommended Temperature 18 - 22 °C.
• Keep the roses away from open flames such as Candles, etc.

HANDLE WITH CARE

• Do NOT pull or pluck roses out of their arrangement/display.
• Never stack anything on top. 
• Although preserved roses are non-toxic, they're not meant for consumption.
• Avoid contact as it may transfer or stain clothes, skin, walls, etc.
• Only for indoor use.

DUST THEM OCCASIONALLY

• Keep them in a dust-free area, if possible.
• Occasionally dust the roses with either a soft makeup brush or a blow dryer on a cool, gentle setting at a safe distance away from roses.

GLASS CARE

• Only applicable to Glass Domes (Cloches). Handle glass carefully.
• Air contains some gases, water vapors, and dust particles that stick to transparent glass panes and settle down which may lead to a hazy or cloudy appearance. 
• Gently lift the glass dome. Use a microfiber clothe to carefully clean the inside and outside of the glass. A streak-free glass cleaner is recommended to clean the glass.
• Another option is to gently wash the glass in tepid water (slightly warm) with small amount of dish-soap. Use a soft pad or towel to place the glass dome on. Dry the inside and outside with a micro-fiber cloth. Gently place the glass dome back on its base.

Order Processing Time

At Esor Atelier, each product is hand-crafted and made to order. As a result, processing times may vary depending on the level of customization selected at checkout and seasonal order volume.

We aim to process all orders within 24–72 hours. During busy periods or for more complex customizations, processing may take up to 3 business days.

We strive to complete this step as efficiently as possible without compromising the quality of your personalized gift.

Product Availability

We make every effort to ensure that all products listed on our website are available for dispatch. In the unlikely event that an item is unavailable, we will contact you within 2 business days and offer you the option to exchange the product, delay shipment, or cancel the order.

The final decision will always be based on your preference.

Shipping & Tracking

Once your order has been customized and quality-checked, it will be carefully packaged to ensure safe delivery. We work with trusted third-party shipping partners to deliver orders efficiently.

All shipped orders include tracking, and a shipping confirmation email with tracking details will be sent once your order has been dispatched. Delivery timelines vary based on destination, shipping method, and carrier.

Paid faster carrier options with calculated rates and estimated transit times may be available at checkout, depending on destination and eligibility.

🇨🇦 Canada Shipping

We offer Free Standard Shipping within Canada on eligible orders.

Delivery times may vary depending on destination, courier service, remote location access, and seasonal demand. Paid expedited shipping options, where available, will be displayed at checkout.

🇺🇸 United States Shipping

We offer Free Standard Shipping to the United States on eligible orders.

• Standard delivery: Estimated 4–7 business days after dispatch

• All U.S. orders include tracking

• Expedited shipping is not available for PO Boxes, APO/FPO/DPO addresses, Alaska, Hawaii, or U.S. territories

USA Express Shipping is available as a paid option at checkout, with an estimated delivery timeframe of 1–3 business days after dispatch, where eligible.

Delivery times are estimates only and may vary due to destination, carrier delays, customs processing, or peak seasonal periods.

🇲🇽 Mexico Shipping

We offer shipping to Mexico at a flat rate of $65 CAD.

Delivery times vary depending on destination, carrier, and customs processing. Tracking is provided once the order has shipped.

🌍 International (Worldwide) Shipping

We offer worldwide shipping at flat rates. All prices are in Canadian Dollars (CAD).

• Worldwide Flat Rate – Tier 1: $49.99 CAD

• Worldwide Flat Rate – Tier 2: $99.99 CAD

• Worldwide Flat Rate – Tier 3: $149.99 CAD

Available shipping options and rates will be shown at checkout based on destination.

Duties, Taxes & Customs (International Orders)

Customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are not included in the purchase price or shipping fees and are the responsibility of the recipient.

Esor Atelier™ is not responsible for customs-related charges and cannot offer refunds, reimbursements, or future accommodations related to duties or taxes.

Unforeseen Shipping Delays

While we make every effort to meet estimated delivery timelines, Esor Atelier™ is not responsible for shipping delays caused by circumstances beyond our control, including but not limited to carrier delays, weather conditions, customs inspections, labor disruptions, government actions, or periods of high shipping volume.

Delivery estimates are not guaranteed and should not be relied upon as exact delivery dates. Customers are encouraged to monitor their shipment using the tracking information provided.

Returns & Refunds (All Sales Final)

Esor Atelier’s preserved (eternal) roses and floral arrangements are made from 100% real florals and are therefore classified as perishable goods. As a result, all sales are final.

We do not accept returns, refunds, or exchanges on:

• Preserved (eternal) roses or floral products

• Custom or personalized arrangements

• Made-to-order items

Please refer to our Terms of Service for additional details.

Damaged Items During Shipping

If your order arrives damaged as a result of shipping, you must notify us within 24 hours of delivery.

To submit a damage claim, please email info@esoratelier.com with:

• Your order number

• Clear photos of the shipping box

• Photos of the product packaging

• Photos or videos of the damaged product

Claims submitted outside of the 24-hour window may not be eligible for review.

Gift Cards

Gift Cards are non-refundable and non-returnable, except where required by law.

Order Cancellations

Due to the made-to-order nature of our products, orders are processed promptly after purchase. If you wish to cancel or modify your order or shipping details, you must contact us at info@esoratelier.com as soon as possible after placing your order.

Once an order has entered production or has been dispatched, cancellations or changes may no longer be possible.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping and contact information at checkout. Esor Atelier™ is not liable for orders delivered to incorrect addresses provided by the customer.

Please ensure all recipient details are correct before completing your purchase.

Questions?

If you have any questions or concerns regarding shipping options, delivery timelines, returns, or the status of your order, please contact our customer support team at info@esoratelier.com. We are happy to assist you and will do our best to ensure your order arrives safely and in excellent condition.

Thank you for choosing Esor Atelier. We appreciate your trust and remain committed to delivering thoughtfully crafted, high-quality products.

• All of our products are made-to-order and handcrafted, minor imperfections & irregularities may occur therefore these cannot be considered as a fault or defect. Please read the product description for any additional information about imperfections & irregularities inherent in the vase/container.
• We strive to provide farm-fresh to you so your preserved roses can at least 1 year and more. Therefore, we don't stock all selection of colour at our warehouse. We reserve the right to make substitutions of equal or greater value as required to ensure the timely delivery of your floral arrangement/gifts while aiming to exceed your expectation. 
• If you have a request for a certain colour that you see is 'sold out' or not available or you simply would like to be a part of your arrangement, chances are we can get it from our growers within a week or two (depending on incoming shipment arrival time, it may even be possible to have it within few days). Kindly contact us for inquiries at info@esoratelier.com. Prices may vary for special orders.
• Please note: Placing dark coloured roses next to light coloured roses may cause colour transfer from dark roses to the light roses. Also, real preserved moss come in many colours and can also stain light coloured roses or flowers over-time, this is a natural process as these are live plants and this is not considered a defect or fault.
• We do not provide a certain guarantee regarding the lifetime of the roses, our only promise is that they last “at least” 1 year, however, this is completely dependent upon the aftercare of the rose, providing that all the care instructions are followed, it will remain in its original condition and last.
• Our preserved roses and flowers are just as fragile as their fresh counterparts. Minor cracks on rose petals are inevitable. It’s possible to have rose petals fall off if they aren’t handled with care. However, it rarely happens in transit so please buy with complete confidence.
• Due to the unique nature of our roses and materials, variations can occur in colour and final appearance.
• Actual colours may vary due to the fact that every computer monitor has a different capability to display colours and that everyone sees these colours differently. We try to edit our photos to show the samples as life-like as possible, but please understand the actual colour may vary slightly from your monitor. We cannot guarantee that the colour you see accurately portrays the true colour of the product.