Return and Refund Policy Return Policy FAQ
Return Policy FAQ
Q: When am I eligible for a cash/credit card refund?
A: ONLY when a flower order cancellation request is made within 48 hours from the time of purchase
Q: When am I no longer eligible for refund/store credit?
A: Your cancellation request is placed less than 72 hours before the scheduled pick-up/delivery date.
Q: When am I eligible for Store Credit?
A: When you bring your merchandise item(s) in a re-sellable condition and original packaging, provide your receipt within 30 days of purchase. Or when a flower order cancellation is made after 48 hours before the scheduled pick-up/delivery date and is for $250 or less.
Q: If I need to cancel my order, how do I do that?
A: Call us at 403.245.5543 or Email flowers@smallflower.ca
Q: What if I want to place a LARGE Order for an Event or Corporate Order, but I’m not sure of the EXACT number of arrangements I want?
A: We recommend placing an order for the minimum of what you would like and placing an additional order later when you decide what to add. This is to avoid over-ordering and not being eligible for a refund.
Q: How far in advance must I place a LARGE order ($500+)?
A: We recommend 15 days in advance, but we can process large orders if placed one week in advance; however, the more notice we have, the better! If you have a particular colour or flower request, we can not guarantee your preference without our 15-day advance notice; however, we will do everything we can to fulfill your request.
If you place a large flower order ($500+) within 72 hours of your event, the 48-hour credit card/cash refund or store credit refund does not apply.
Flower order cancellation policy
Once we receive your order, we start preparing for it immediately, sourcing flowers just for you! For this reason, we require 48 hours' notice before the pick-up/delivery date to cancel your flower order. Flower cancellations are eligible for store credit only if you need to cancel after this time. Flower orders cancelled within 48 hours of being placed are eligible for a full refund.
Due to special sourcing considerations, we require one week's advanced notice to change the pickup/delivery date for arrangements from our Corporate Flower Menu.
Updating your order
If you’d like to cancel or edit the delivery address on your order, please email us at flowers@smallflower.ca as soon as possible, and we’ll do our best to accommodate your request. Our customer care team is available M-F 9 am-5 pm, Sat 10 am-1 pm MST, and requests outside of these business hours are not guaranteed.
Non-Delivery
If you place an order and the recipient rejects delivery, whatever the reason, Small Flower will not provide a refund and cannot be held liable for the recipient’s decision. If we cannot substantiate your claim, we reserve the right to reject that claim.
Quality
Once flowers leave our shop premises/delivery vehicle, Small Flower {floral studio} is no longer responsible for any damages incurred due to mishandling, transit, weather, etc. If you are unhappy with the quality of your arrangement, please call or email us within 24 hours of delivery so we can make it right. In most cases, we will gladly replace the arrangement.
No refunds or replacements will be made after this period, and no refunds or replacements will be made based on improper plant or flower care on the part of the recipient.
Flower Substitutions
Small Flower {floral studio} reserves the right to make substitutions if the flowers we receive are not of the quality suitable for your flower order. In this event, the integrity of your chosen design will be kept, the proposed colour palette will be maintained, and flowers of equivalent value will be used.
Shop Merchandise + Gifts
We’re happy to offer an exchange or store credit for returns of full-priced items purchased online or in our studio in unused condition within 30 days of purchase. Please provide all original packaging and the receipt. All sale items are final sale and may not be returned or exchanged.
