Refund policy

1) Perishable products (fresh flowers, bouquets, arrangements)

Fresh flowers are perishable and time-sensitive. All sales are final once an order has been delivered or picked up, except for confirmed quality issues as described below.

2) Quality issues (damaged, wilted, incorrect item)

If your order arrives damaged, significantly wilted, or inaccurate, please contact us within 24 hours of delivery/pickup with:

your order number, and clear photos of the item (and packaging if applicable)

If we confirm a quality issue, we will offer one of the following (at our discretion):

a replacement (subject to availability), or
store credit, or
a partial or full refund, depending on the issue

3) Next-day delivery and delivery issues

We offer next-day delivery for eligible orders. Delivery time windows are estimates unless a specific time is explicitly confirmed in writing.

You are responsible for providing complete and accurate delivery information (recipient name, phone number, address, unit number, buzzer code, and any access instructions). If delivery cannot be completed due to incorrect information, restricted access, recipient unavailability, or refusal:

Delivery fees are non-refundable
A redelivery fee may apply
due to perishability, we may not be able to redeliver in the original condition

If a safe location is available, we may leave the order at the delivery address unless you requested “do not leave unattended.”

 4) Cancellations and changes

Orders may be cancelled or changed up to 24 hours before the scheduled delivery/pickup time.
Requests made within 24 hours of delivery/pickup may be declined or subject to charges for materials, design time, and any purchased items.
Once design work has begun or materials have been sourced, the order may be non-refundable.

5) Substitutions (seasonal availability)

Flower and plant availability varies by season and supplier. If substitutions are necessary, we will maintain the arrangement's overall style, colour palette, and value.

6) Bundled add-ons (vases, plush, candles, cards)

Vases, plush, candles, and similar add-ons are typically sold with floral orders. If an order is refunded or replaced due to a confirmed quality issue, the resolution will apply to the entire order or the affected portion, depending on the situation.

For hygiene and safety reasons, certain items (including candles and plush) may not be eligible for return once delivered, unless they arrived damaged or incorrect.

7) Plants (including orchids and potted plants)

Live plants are sensitive to temperature, transit, and care conditions. Please inspect your plant upon delivery/pickup and contact us within 24 hours with photos if there is an issue. After the 24-hour window, refunds or replacements are not guaranteed.

8) How to contact us

Email: elffloralstudio@gmail.com
We aim to respond within one business day.