Return Policy

Effective: May 10th, 2025

At Rose Haus Co., each arrangement is handcrafted with precision and care. We take great pride in delivering luxury floral and gifting experiences that meet the highest standards. Due to the custom and handmade nature of our products, our 7 calendar day return / refund / exchange window is extremely limited to specific items, as most of our creations cannot be re-sold.

PLEASE READ CAREFULLY

Handmade, Personalized & Custom Items

All custom and handmade products — including satin bouquets, custom preserved rose arrangements, and personalized items — are non-returnable and non-refundable. These are made especially for you, and non-resellable, therefore, final sale. Each piece is carefully inspected and photographed before shipment to ensure quality.

Exceptions:
If the item arrives defective or incorrect (due to an error on our part), please notify us within 48 hours of delivery at contact@rosehausco.com with clear photos of the item and packaging. We will work swiftly to resolve the issue.

Note

Photographs are taken of your product with proof of time/date prior to closing the shipment box, to ensure we are documented the state of your product when it is delivered to you. This is for protection on both ends, as well as documentation for shipping carriers in the rare event something is wrong with shipment. 

Item Arrived Damaged? We've Got You Covered.

Our shipping insurance covers both consumers and our company. Contact our team immediately to resolve this. See our shipping times and policies page for more details. 

Returnable Items (Non-Custom Products)

Non-custom, non-personalized accessories (e.g., non-customized decor items) may be eligible for return during our 7 calendar day return window if:

  • You notify any concern about your order within 48 hours of delivery. Report a concern immediately, or we reserve the right to reject a return request. 

  • The item is unused, unopened, undamaged, and in original packaging.

  • Our items are handcrafted and delicate, so all sales are final if no report has been made within 48 hours. 

Return Process:

  • Contact us at contact@rosehausco.com to request a Return Authorization.

  • Return shipping costs are the responsibility of the customer, however, we proudly do not charge a re-stock fee like most competitors.

  • Original shipping fees are non-refundable.

  • Returned items must arrive in sellable condition. 

  • Please package product you are returning efficiently. If the returned item arrives damaged due to poor packaging, we have the right not to refund.

Shipping Damage - 24 Hour Report

If your order arrives damaged due to a carrier error:

  • Notify us within 24 hours of delivery.

  • Provide clear photographs of the damaged product and packaging.

  • Each order is professionally packed and documented with photos prior to shipment.

  • If damage is determined to be due to shipping mishandling, we will assist you in filing a claim with the carrier.

  • Rose Haus Co. is not liable for damages caused during transit. Our shipping insurance covers both the consumer and company. In good faith, we will not hold customers liable for damage done while opening the product. Please note the "fragile" or "this side up" stickers for careful unboxing. 

Refund Processing

Approved refunds are processed within 3–7 business days after receipt and inspection of the return.


Please note that refund timelines may vary based on your financial institution and payment method.

Satisfaction Concerns

While returns are limited due to the custom nature of our work, customer satisfaction remains a top priority.


If you are unsatisfied with your order for any reason, please contact us within 7 days of delivery. We will review your concerns and work with you toward a positive resolution. At times, situations are a case-by-case basis.

Questions?

Please contact our support team at:
📧 contact@rosehausco.com
📞 +1 (305) 504-6364

Here are common questions and concerns regarding preserved rose products and petals

Preserved Rose Boxes & Petals FAQ

How are the roses installed into boxes/bases?

A question many wonder — yet rarely answered. The method used to install preserved roses depends on the design, material, and structure of the arrangement.

METHODS

1. In most traditional formats, a rose head's natural stem is attached to longer metal stems and inserted into a multi-layered foam base, which ensures even weight distribution, uniform placement, and high security. This creates that classic, symmetrical look with minimal petal movement. The downside: less freedom for unique styles.

2. At Rose Haus, we also offer a more custom, artisanal approach. For our “Full Bloom” method, rose heads are used without natural stems, allowing for flexible shaping, layered petal styling, and a less uniform, more natural bloom effect. This hand-designed method gives each piece a unique, sculptural feel.

Materials used to secure the roses are carefully chosen based on the base they’re installed in — ensuring strength, stability, and no negative interaction between elements. Whether stemmed or stemless, each installation is crafted to be secure, lasting, and visually seamless.

I see traces of glue - are they damaged?

Not at all.

Our roses are handcrafted with care, and in some designs, you may notice subtle traces of floral-safe adhesive. These solutions are occasionally used to shape petals—especially in larger blooms like our XXL roses—or to help maintain structure around the edges for specific base styles.

In certain cases, adhesive is applied to outer petals to enhance the rose’s shape and ensure a consistent, elegant silhouette. Attempting to remove this may disrupt the rose’s form or cause petal separation.

Because each piece is hand-designed in-Haus, minor signs of craftsmanship may be visible — they are not flaws, but part of the artistry behind every arrangement.

What are the small dark marks in the center? Can I remove it?

Do NOT remove, or attempt to remove it / wipe it off.

These are indeed real roses, so "freckles" from the inner seeds may appear near the root and stem area. This is normal, especially since each rose is cut at peak bloom.

Remember each rose has its own characteristics.

I accidentally damaged a petal / rose. How can I fix it?

Before attempting to "fix" petals/rose, send a photo to our email contact@rosehausco.com and we will diagnose the damage.

Total rose damage: We may send you a single full preserved rose head for you to replace. (We will show you how uninstall and install.) Case by case basis.

Minor displacement: A small dot of tacky or hot glue can put petals in place again.

While we direct all customers to refrain from touching the delicate petals, at times curiosity gets the best of us.

It's important to safely remove them from shipping boxes, carefully transfer, and store in an appropriate place.

How do I care for a velvet box base?

Here are important tips when caring for and displaying velvet boxes.

  • Do not iron
  • Use a light lint roller to gently remove dust or particles
  • Avoid getting the surface wet or using any cleaning sprays
  • Alcohol-based products can damage or dissolve the velvet finish — please avoid.

If stained by accident, contact us with a photo and explanation via email: contact@rosehausco.com. We will offer a safer solution when cleaning.

Note: corners and rims of boxes may have small traces of darkening or lighter stains due to fabric adhesives. Since the bases are uniquely shaped, velvet/suede finishes patches are used and crafted together.

The rose colors look like they are fading - what does that mean?

All of our exotic colored roses are carefully dyed using food-grade pigments. Metallic finishes such as gold and silver are achieved through foil application. Variations like ombré tones or multi-color fades are part of each rose's natural character — they do not indicate aging or damage.

Because every preserved bloom is handcrafted and unique, slight color variations or subtle bleeding may occur. To maintain vibrancy, we recommend keeping your arrangement away from direct sunlight, moisture, and extreme temperatures.