Shipping policy
Delivery policy
ENROSE is a florist with a physical store in Paraíso, São Paulo. We prepare and deliver orders from our own store, with our own team.
This policy explains how our delivery works. It does not remove, limit or reduce any right granted by the Brazilian Consumer Protection Code.
Where we deliver
We deliver within the city of São Paulo and nearby areas served by our team.
Availability for your address is confirmed by postcode (CEP) before you complete your order. The CEP check is the final reference for delivery availability. If your CEP isn't available on the site, contact us on WhatsApp — we can review your address.
We do not offer international shipping and we do not deliver by carrier. Our deliveries are local, made by the ENROSE team.
Delivery times and windows
When placing your order, you choose from the available delivery dates and windows.
The delivery window is an estimate and does not guarantee an exact arrival time. We work to meet it, but the time may vary depending on traffic, weather, access to the location and the day's order volume.
A specific time is only considered guaranteed when ENROSE expressly confirms that commitment for your order. If you need a critical time, contact us before completing your purchase so we can confirm whether it's possible.
For large or personalised arrangements, we recommend ordering in advance.
Delivery fee
The delivery fee is calculated according to the destination address, based on the CEP check.
The amount is always shown to you before you complete your purchase.
The delivery fee is calculated according to the destination address, based on the CEP check.
The amount is shown to you before you complete your purchase.
Information we need for delivery
So the delivery goes as planned, we need:
the full address, including number, unit/complement and postcode;
a landmark, where applicable;
a valid contact phone number;
the name of the person receiving;
access instructions where the location is a residential or office building, hospital, or has a reception desk.
We recommend letting the recipient know, or making sure someone will be there to receive during the chosen window.
Incorrect or incomplete details given in the order may prevent or delay delivery.
When delivery cannot be completed
If delivery cannot be completed — for example, because of an incorrect address or phone number, nobody available to receive, the recipient refusing delivery, or no access to the location where no instructions were provided — we contact you to agree on the best solution for your order.
Because flowers are perishable, an unsuccessful delivery attempt may affect how long the arrangement lasts. Checking the address, the phone number and the availability of the person receiving makes a real difference.
Order updates
Because our deliveries are local and made by the ENROSE team itself, they do not have a carrier tracking number.
To check the status of your order, contact us on WhatsApp with your order number.
Delivery problems
If your order isn't delivered, is delivered to the wrong address through a failure on our side, or if there's any problem with the product you received, contact us as soon as possible, ideally on the same day. As this is a perishable product, the sooner we know, the easier it is to verify what happened and offer a solution.
This is an operational recommendation: it does not replace, shorten or cause you to lose the time limits and rights set out in the Brazilian Consumer Protection Code.
Exchange, replacement and refund conditions are described in our exchanges, returns and order issues policy.
Contact
ENROSE — Flores & Presentes
Rua Doutor Rafael de Barros, 576 — Paraíso, São Paulo — SP, CEP 04003-043
WhatsApp and phone: +55 11 97166-1111
E-mail: hello@enrose.net
Open every day, 10:00–20:00
CNPJ: 51.973.524/0001-08