How Can We Help?

ORDER HELP

Where is my order confirmation email?

An automated order confirmation is emailed to you immediately after purchase. If you are unable to locate it, please check your spam and junk email folders. If you still have not received your order confirmation, an incorrect email address or typo may have been made. Please reach out at customercare@enchantedexpress.com for further assistance.

What if I need to make a change to my order?

Generally order changes are not guaranteed and may only be accommodated at our discretion.

If you made a mistake and need to update the shipping information or card message, please reach out to our team at customercare@enchantedexpress.com

If the order has already entered the shipping process, any address changes may incur a fee and may result in a delivery delay.

 

 

What if my bouquet arrived damaged?

All of our premium blooms leave our studio fresh. However, due to the nature of being perishable, exposure to high or low temperatures during shipping may effect their condition. We always include extra stems where applicable to account for potential damage during shipping. Some blooms may still be budding and will bloom once the stems are cut and given fresh, cool water with the included food packet. Dehydrated blooms will also perk back up once given the same treatment.

Please reach out to our Customer Care team for any additional questions or concerns. Our full policy may be viewed here.

How do I care for my flowers or plant?

To care for your flowers, first remove the hydration wrap and trim the stems at an angle. The fresh trim will allow the flowers to absorb water. Fill a vase with water and add the enclosed food packet. Remove any leaves that fall below the water line and place the flowers in an area away from direct sunlight. To help prolong flower life, change water and trim stems daily.

To care for your fern, place in an area of bright, filtered sunlight. Water or mist once a week during hot, dry months and once every two weeks during cooler months. If the base of the antler fronds begin to brown or blacken, this is a sign of overwatering. If the tip of the antler fronds begin to brown or wilt, this is a sign of underwatering.

To take care for your air plant, place in an area of bright, filtered sunlight with good air circulation. To water, mist thoroughly during the morning hours three times a week. More frequent watering is needed during hot, dry months and less during cooler months. Allow the air plant to dry in a well ventilated area after watering to prevent rot.

 

Do you have a guarantee?

If you are not satisfied with your order, reach out to our team at customercare@enchantedexpress.com and we’ll work with you to make it right. Our policy lasts 4 days upon the delivery date of the bouquet. After that period, unfortunately we will not be able offer a refund or replacement. We may request a photo of the bouquet in order to better understand any issues. Our full policy may be viewed here.

SHIPPING & TRACKING

Where is my order tracking information?

A tracking number will be automatically emailed to you once the order is tendered to FedEx, this occurs the day before your scheduled delivery date for most orders. If you are unable to locate it, please check your spam and junk email folders in case the email may have been mistakenly flagged.

We are unable to offer signature confirmation due to the FedEx policy of contact-less delivery due to the ongoing Covid-19 pandemic.

What if my order hasn't arrived on schedule?

Due to the novel corona virus (COVID-19) pandemic, FedEx services have been impacted.

FedEx provides an estimated delivery window for the day of your scheduled delivery with each tracking number. Delays may be possible due to unforeseeable circumstances during the delivery. If FedEx is unable to access your property or residence, they will leave a note with instructions and contact information for local pick up of your order.

If your bouquet has been delayed due to an outside event beyond our control, please contact us at customercare@enchantedexpress.com. We are only able to offer limited options as this falls outside our responsibility.

If you entered the incorrect address, city, or zip code, or are missing an apartment or unit number – it can lead to delay of your delivery. If an address update or correction needs to be made once the order is in transit, there may be an additional charge and delay of delivery.

If you are sending a bouquet to a commercial or business address, please ensure that they are open on the day of your scheduled delivery.

What is a FedEx Delivery Exception?

If you are notified of a delivery exception due to an incorrect or incomplete address or if the recipient is unavailable, delivery of your order may be delayed. Enchanted Express is not responsible for delays in delivery due to delivery exceptions. FedEx will leave a note at the receipient's door with more information for pickup or redelivery.

If an address update or correction needs to be made once the order is in transit, there may be an additional charge and delivery delay.

If you are sending a bouquet to a commercial or business address, please ensure that they are open on the day of your scheduled delivery.

FedEx delivery exceptions, delays, missing, or stolen packages are unfortunately out of our control.

What if I can't find the package but it was marked as delivered?

If your order has been confirmed as delivered by FedEx but you are unable to locate it, then we deem it a stolen package. In the event this happens, we can offer to resend the bouquet or a partial refund on the total price paid by the customer. Please reach out to our team with your order information at customercare@enchantedexpress.com or via the Contact Us page.

GENERAL QUESTIONS

Where do you deliver?

We deliver nationwide except to Hawaii, Alaska, or Puerto Rico.

We have partnered with FedEx to provide Priority Overnight shipping. Plants, dried bouquets, wreaths are shipped via FedEx Ground.

Please ensure complete address details like apartment numbers, unit numbers, or gate codes are included to prevent delay of your shipment. If shipping to a business, please confirm if they are open on your requested delivery date.

We are also unable to ship to PO Boxes or APO/FPO/DPO locations.

How is the bouquet packaged?

The bouquet arrives presentation ready arranged in an elegant box with the stems wrapped with a ribbon, hydration wrap and wrapping paper. Floral food and care instructions are included with every order.

Vases are not included unless otherwise stated.

Will the bouquet look exactly like the picture?

Each bouquet is handcrafted and entirely unique, we do not guarantee the bouquet will look exactly like the photo as there are slight design variations to every arrangement. We do guarantee the bouquet will have at least the same number of stems and have the distinct qualities as shown in the photo.

Occasionally certain flower stems may not be available. Please be aware that in such situations, alternate or substitution floral stems to the ones seen in the bouquet photos may be necessary to ensure your bouquet is comparable to the requested item. Please view our full policy here.

Can I request a custom bouquet?

We do not accept request for custom bouquet designs. However, we do offer a “Designers Choice” bouquet and Subscription package. We create special bouquets for each order that are not available for purchase under the normal collection offerings. For more information, please view the Designer’s Choice product or visit the Subscriptions section of our website and select “Designer’s Choice.”

Do you do weddings or special events?

Yes, our wedding and events division, Nisie’s Enchanted Florist, is considered one of the nation’s premier floral design studios. They specialize in high-profile and celebrity events. If you have a wedding or event in Southern California and would like additional information, please visit their website at nisiesenchanted.com

SUBSCRIPTIONS

How do Subscriptions work?

Subscriptions provide an easy way to have bouquets delivered on a set schedule. Each delivery will feature a unique bouquet that is not sold in our usual offering. We currently do not accomodate special requests.

The Subscription will continue until it has been paused or cancelled from within your account page.

Can I choose a specific delivery date?

Currently, we cannot accomdate specific delivery dates with Subscriptions. Based on the selected delivery schedule (weekly, bi-weekly, monthly) your bouquet will be shipped out the beginning of the next week after billing has occured.

We are unable to deliver Subscriptions on Saturday, Sunday, or Monday.

How often will I be billed?

Billing will occur based on the delivery schedule selected when choosing a Subscription. The order will only be processed once billing has been confirmed. If there are any billing issues at the time of Subscription renewal, there may be a delay in the delivery. Please reach out to our Customer Care team in the event of a billing issue.

Can I pause or change the delivery address?

Yes, Subscriptions may be managed from your account page. When a Subscription is paused, you will not be billed and deliveries will not resume until reactivated.

Please contact our Customer Care team regarding delivery address changes.

How do I cancel my Subscription?

Cancellation is easy and may be done from within your account page. Subscriptions may be cancelled anytime up until the moment billing is set to occur.