Shipping and Return Policy

SHIPPING

1. Your order will be processed within 2-3 working days after your payment is deposited into our bank account.

2. The exact delivery date is subject to the seller’s current terms and conditions. For the transportation of spot products, please refer to the international standard transportation time or communicate with us for confirmation. For products produced to order, the production and delivery time confirmed in the order will be followed. If there are any changes, we will communicate in a timely manner. Once an order has been shipped, it can be tracked on the carrier’s website, but exact delivery dates are not guaranteed.

3. We are not responsible for any damage or loss of goods during transportation. All damaged packages must be reported to the carrier for damage claim.

4. For international orders, the buyer is responsible for paying all brokerage fees, duties and taxes required to process the shipment across borders. Each carrier’s policies vary and are subject to change without notice. For more information, check the operator’s website.

International Shipping Time Reference

We ship from China
(limited to less than 20KG)

Standard Shipping:

We offer global express delivery with standard delivery time of 7-15 days
Depending on your location, you may receive your item earlier or later.

US 7-15 working days (Monday to Friday)
UK 6-15working days (Monday to Friday)
CA 10-15 working days (Monday to Friday)
Germany 6-15 working days (Monday to Friday)
France 6-15 working days (Monday to Friday)
Australia 7-10 working days (Monday to Friday)
Rest of the world 10-20 working days (Monday to Friday)

Expedited Express (EMS):

US 5-9 working days (Monday to Friday)
UK 4-7 working days (Monday to Friday)
Germany 5-8 working days (Monday to Friday)
France 5-7 working days (Monday to Friday)
Australia 5-7 working days (Monday to Friday)
Singapore 5-9 working days (Monday to Friday)
Japan 3-7 working days (Monday to Friday)
Russia 5-7 working days (Monday to Friday)

*November to January is the peak logistics period, and transportation may be delayed.
Peak hours are subject to actual conditions

📦REFUND POLICY

1. Return Eligibility

In order for an item to be eligible for return, please make sure:
– no more than 30 days from receipt of the goods,
– You can provide videos of opening and inspecting the goods,
– The goods are in original packaging and condition,
– The product has no obvious traces of use

2. Return Process

To initiate a return:

2.1 Please contact our customer service at mengluserose.com.
2.2 In your email, indicate the item you want to return, order number, purchase date, purchaser’s name and reason for return.
2.3 If the return is due to a product problem, please attach a clear photo of the item showing the problem.
2.4 Our team will review your request and respond within 1-2 working days with instructions on how to process your return.

3.Refund

Once your return is received and inspected, we will send you an email notifying you that your refund has been approved or denied. If approved, your refund will be processed and automatically applied to your original payment method within a certain number of days.

4. Returns can be made under the following circumstances:
▪️ Significant color differences exist (e.g. pink instead of white, gold instead of silver)
▪️ You received the wrong item,
▪️ The goods have a manufacturing defect (through no fault of the carrier),
▪️ There is a shortage of items (not 12, but 11).

5. Regarding the eternal flowers, the following conditions are not considered product defects:
5.1. Due to batch differences during the production process, slight color variations may occur. Colors online may vary due to the color rendering of the seller’s camera and the screen of the buyer’s device.
5.2. Wrinkles, scratches, looseness (flower head falling off the stem, leaves falling off the branches, etc.). Goods are mass produced by machines and packed in boxes to save space. In order to keep the product in merchantable condition (ready for sale, ready for use), you must follow the seller product care recommendations posted on our website mengluuserose.com
5.3. Missing fragments (petals, leaves). When opening the original box delivered to the buyer, photos and videos of the missing components of the product must be taken. Unpacking and inspection of the goods must be carried out within 3 working days after the buyer receives the goods. The inside of the box needs to be checked for missing parts, they usually fall off and can be put back in place.
5.4 If it is confirmed that elements (leaves, flowers, petals) are missing, the seller will refund part of the product cost in proportion to the number of missing pieces, or send the missing items (if in stock) to the buyer and indicate the next order. Missing items will not be shipped as a separate order.

*Returns due to manufacturing defects or our error will be refunded to the original method of payment. Original shipping charges are non-refundable. Return shipping costs are the buyer’s responsibility.

Any returns require approval

We should receive the item within 14 days of approval to process your refund.
We reserve the right, at our sole discretion, to refuse the return of any product that does not meet the return conditions set forth above.