Substitution Policy

1. Overview

We take great pride in delivering fresh, beautiful, and high-quality floral arrangements to every customer. Because fresh flowers are seasonal and availability can vary based on market supply, weather conditions, holidays, and regional inventory, substitutions may occasionally be necessary to complete your order.

Our goal is always to maintain the style, theme, and overall value of the arrangement you selected while ensuring timely delivery.

2. When Substitutions May Occur

Substitutions may be required when:

  • Certain blooms are out of season or temporarily unavailable

  • Supply shortages affect specific colours or varieties

  • The selected container, vase, basket, or wrapping is unavailable

  • Delivery timelines require adjustments to ensure freshness and quality

  • High-demand periods (e.g., Valentine’s Day, Mother’s Day, Christmas) create limited flower availability

We will always use the freshest materials currently available.

3. Floral Substitution Standards

When substituting flowers, we follow these principles:

  • Style and Design: The final arrangement will always reflect the overall aesthetic and design of the chosen product.

  • Colour Palette: We will match the original colour scheme as closely as possible.

  • Value: The total value of the substituted flowers will be equal to or greater than the original item.

  • Quality and Freshness: Only premium-grade flowers will be used.

If the exact product contains a unique feature (e.g., premium roses, lilies, or orchids), we will substitute with the closest available variety of equal quality.

4. Container and Gift Item Substitutions

If the specific vase, basket, box, ceramic container, or add-on gift item (e.g., chocolates, plush toys, balloons) is unavailable, we may provide an alternative that is:

  • Equal or higher in value

  • Similar in style, shape, and colour

  • Suitable for the overall design of the arrangement

Our priority is always to preserve the intended presentation.

5. Major Substitution Situations

If a substitution significantly alters:

  • The main flower type,

  • The primary colour theme, or

  • A signature design element,

We may contact you before delivery to discuss available options — depending on time constraints and delivery schedule.

During peak holidays, real-time approvals may not be possible due to high order volume. In such cases, we will proceed with the closest available match at our discretion to ensure on-time delivery.

6. Recipient-Specific Substitutions

For hospital, funeral, or event deliveries, substitutions may be necessary to meet:

  • Hospital flower restrictions

  • Funeral home deadlines

  • Religious or cultural requirements

  • Timing and transportation considerations

We will always prioritize respectful, appropriate, and timely arrangements.

7. Customer Satisfaction

Your satisfaction is very important to us. If you feel that the delivered arrangement did not align with our Substitution Policy, please contact us within 24 hours of delivery and provide photos of the product received. We will review the case promptly and work with you toward a fair resolution.