EterniFlora FAQ – Preserved & Artificial Flowers Guide
1. About EterniFlora
Q: What is EterniFlora?
A: EterniFlora is an online brand specializing in preserved flowers and artificial floral arrangements. Our products are designed for home decoration, gifting, and special occasions, providing long-lasting beauty without the maintenance required by fresh flowers.
Q: Who operates EterniFlora?
A: EterniFlora is owned and operated by Veliora Group LLC, a company registered in Wyoming, USA.
Q: Where are your products shipped from?
A: All orders are processed and shipped from our international fulfillment center in Yunnan, China, enabling worldwide delivery.
2. Orders & Payment
Q: How do I place an order?
A: Select your desired product, choose any available options, add it to your cart, and complete the checkout process using your preferred payment method.
Q: Can I cancel my order?
A: Yes, orders may be canceled within 12 hours of placement if they have not yet been processed or shipped. Once the order is processed or dispatched, cancellations are no longer possible, and you may follow our Return & Refund Policy.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, PayPal, and other approved payment methods listed at checkout.
Q: Is my payment secure?
A: Yes, all transactions are processed through secure and encrypted payment gateways.
3. Shipping & Delivery
Q: How long does it take to receive my order?
A:
- Processing Time: 0–1 business days
- Shipping Time: 7–14 business days via international air delivery
- Total Estimated Delivery Time: 7–15 business days from order confirmation
Delivery times are estimates and may vary due to customs, local courier services, or other factors outside our control.
Q: Is shipping free?
A: Yes, we offer Free Worldwide Shipping on all orders unless otherwise stated on a specific product page.
Q: How can I track my order?
A: After your order is shipped, you will receive a confirmation email with a tracking number. Tracking information may take 1–3 business days to update.
Q: What if my shipping address is incorrect?
A: Customers are responsible for providing accurate and complete shipping information. If you notice an error after placing an order, contact us as soon as possible. We will do our best to update the address before shipment, but cannot guarantee changes once processing begins.
Q: Do I need to pay customs or import taxes?
A: International orders may be subject to customs duties, import taxes, or other local fees. These charges are the responsibility of the customer. EterniFlora cannot predict or control these charges.
4. Returns & Refunds
Q: Can I return an item?
A: Yes, we offer a 30-day return policy. To be eligible, items must be unused, undamaged, in original packaging, and include valid proof of purchase.
Q: What if my item is damaged or defective?
A: Contact us within 7 days of delivery with photos of the item and packaging. We will provide a replacement or full refund at no additional cost.
Q: Are there items that cannot be returned?
A: Yes, non-returnable items include:
- Gift cards
- Personalized or custom-made products
- Items marked as “Final Sale” at the time of purchase
Q: How are refunds processed?
A: Once your return is approved, refunds will be issued to your original payment method, usually within 5–10 business days. International bank processing may require additional time.
Q: EU & UK Customers:
Customers have a 14-day right of withdrawal without providing a reason. The customer is responsible for return shipping costs. Returned items must remain in original condition.
5. Product Care
Q: How should I care for preserved flowers?
A: Keep preserved flowers away from direct sunlight, heat, and moisture. Avoid crushing or bending petals and leaves to maintain their shape.
Q: How do I care for artificial flowers?
A: Gently dust with a soft cloth or brush. Avoid water or cleaning chemicals, which may damage the material.
6. Customer Support
Q: How can I contact customer support?
A: You can reach us via:
- Email: hello@eterniflora.com
- Global Support Line Phone: +1 302 662 2135
- WhatsApp: +1 302 662 2135
Q: What are your customer service hours?
A: Our team is available Monday – Sunday. We aim to respond to all inquiries within 12 hours on business days.
Q: Can I make wholesale or partnership inquiries?
A: Yes, please contact us at hello@eterniflora.com, and our team will respond promptly.