SHIPPING AND RETURNS POLICY
Thank you for choosing Mila Rose B.V. as your partner for premium cut flowers. Our goal is to provide reliable, transparent, and efficient logistics from grower to destination. This Shipping & Returns Policy explains how orders are processed and transported as well as what to expect in the event of delays, damage, or quality concerns.
1. Shipping Overview
We specialize in international flower logistics for wholesalers, retailers, importers, and floral supply chains.
All shipments are handled through established partners, cold-chain carriers, and industry-standard transport solutions to ensure freshness and product quality. We offer shipping to: North America, Europe, The Middle East, and North Africa. We can also arrange delivery to additional regions upon request.
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2. Order Processing
Once you place an order, you will receive an automated order confirmation, estimated dispatch date, and any availability or substitution notes (if applicable). For custom sourcing or special-order items, confirmation may require additional processing time.
3. Availability
Flower availability may vary based on season, auction supply, weather conditions, or grower production volumes. If a product becomes unavailable, we will notify you immediately and suggest high-quality alternatives.
4. Shipping Methods
We work with leading floral logistics providers for temperature-controlled transportation. Available shipping methods are air freight (standard for international shipments), and road transport within Europe and the UK.
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5. Packing Standards
To protect the flowers during transit, all shipments use insulated cooling containers when available, hydration packs where required, stabilized stems and secure carton packing, and auction-grade packaging materials
6. Shipping Times
Shipping times vary by destination and carrier availability. Typical transport windows:
Europe: 1 - 2 business days
Middle East: 2 - 3 business days
North Africa: 2 - 3 business days
North America: 2 - 4 business days
Note: These are estimates. Weather, customs delays, or flight capacity can affect transit times.
7. Shipping Costs
Shipping rates are based on weight/volume, destination country, mode of transport, and current fuel surcharges and carrier fees. A full shipping quote is provided before final confirmation. For recurring weekly shipments or wholesale contracts, preferential pricing may be available.
8. Customs, Duties & Import Requirements
You are responsible for complying with all import regulations in your country. We provide required export documentation, but local duties and taxes are not included in your order price unless otherwise agreed.
9. Delivery Issues & Delays
While we work with premium logistic partners, delays may occur due to weather conditions, customs inspections, flight cancellations, seasonal demand, or local regulations. We will communicate proactively about any expected delays and work to resolve issues quickly.
10. Returns & Refunds (Perishable Products)
Cut flowers are perishable goods, meaning returns are generally not accepted. However, we stand behind the quality of our products. If you experience a problem, we will work with you to find a fair resolution.
11. Quality Concerns
If your shipment arrives damaged, you must notify us within 24 hours of receiving the goods. Please include photos of the boxes and product, lot numbers or product labels, and a description of the issue. This allows us to assess the shipment and respond appropriately.
12. Eligible Solutions
Depending on the situation, we may offer partial or full credit, replacement on next shipment, discount on future orders, or refunds evaluated on a case-by-case basis. We do not offer refunds for poor post-arrival handling or storage, delays caused by customs or local authorities, or issues reported outside the 24-hour window.
13. Cancellations
Orders may be cancelled only if the flowers have not yet been purchased, cut, or prepared for dispatch. Once the purchasing process begins, cancellations may not be possible due to the perishable nature of the products. Orders cannot be cancelled once the shipment is in transit.
14. Incorrect Delivery Information
We are not responsible for delays or losses resulting from incorrect addresses, wrong business contact details, or unavailable recipients at delivery. Please ensure all delivery information is accurate and complete before finalizing your order.
15. Force Majeure
We are not liable for delays or inability to deliver caused by events outside our control, including natural disasters, strikes, political unrest, pandemic restrictions, airline cargo limitations, or supply chain disruptions. We will always work to fulfill your order as soon as conditions allow.
16. Contact Us
For questions about shipping, delivery, or quality, please contact your dedicated account representative.