Guide
- Terms & Conditions
- Refunds, Returns, & Exchanges
- Delivery Policies
- Privacy Policy
- Ownership and Copyright of Designs
- Force Majeure
1. Terms & Conditions
- a) Flower Availability and Substitutions
Flowers are subject to seasonal availability and supply constraints. If any of the flowers are seasonally or otherwise unavailable a FAB florist will substitute them. Any replacements will maintain the design’s style, colour scheme, and order value. Stem count, packaging, and container may vary. See 2.h) for more details.
We will only contact you about substitutions if it would change the look and feel of the order. i.e if you have ordered an all red rose arrangement and red roses are not available. In this case you will be give substitution options such as: all red flowers mix, all roses but in a colour of your choice, or you may choose any other style you prefer on our website; while stem count may vary we will maintain the same order value. See 2.f) for more details.
- b) Pre Orders
This section specifically refers to products being made available exclusively when purchased in advance. i.e a specific plants/flowers/items whether for a holiday or other special request. It does NOT pertain to regular online orders that are purchased and scheduled for a future delivery date.
Pre-order items will be labelled “Pre-Order” online, all verbal requests by phone that request us to bringing in something we do not currently have in store also qualifies as a preorder.
Pre orders are non-refundable in the event of cancellation, changes to specifications, or adjustments to delivery/pick-up details. You may request changes to pre orders within 24 hours of submitting the order, as long as the order has not yet been placed with our suppliers. However, we cannot guarantee that changes can be made.
You are fully responsible for the accuracy of your pre order submissions, including quantities, and other details. We reserve the right to retain 100% of your billed order.
Exceptions:
You will receive a full refund if:
-We are unable to fulfill the order due to unforeseen circumstances on our end.
-The pre-order product is sold out at the wholesale or producer level.
-The product arrives at our shop in unacceptable condition for delivery or pick-up.
- c) Weddings and Events
Wedding & Event are subject to section 1. e) Allergies, as well as section 4. Privacy Policy, and section 5 Ownership and Copyright of Designs, in addition to your wedding/event flower contracts, that you will have reviewed and signed with us. For all details please see your signed contract. In the event that you do not have a contract, your event flowers will be subject to the terms, conditions, and policies found on this page.
- d) Unintended or Accidental Quantities or Purchases
If additional quantities are accidentally added to your order, through accidental clicks, or glitches, you are responsible for the full payment of the order. Please carefully review your order at checkout to ensure that the correct items and total are reflected. You can also review your order summary on the confirmation page, and a copy will be sent to your email.
If there is a discrepancy between the items you intended to order and what you were billed for, please contact us immediately by phone—regardless of when your order is scheduled or pre-ordered. If we are unavailable or outside of store hours, please leave a message.
If your order has already been processed or items have been purchased on your behalf, we may not be able to cancel it. In such cases, we reserve the right to retain the full payment for the order.
- e) Allergies
We cannot guarantee that our arrangements are free from allergens such as pollen or specific plant material. The customer is 100% responsible for mentioning any possible allergies to particular flowers/foliage.
2. Refunds, Returns, & Exchanges
- a)Flower and Plant Orders
Once flower and plant orders leave the store—whether via delivery, pick-up, or in-store purchase—they are non-refundable.
- b) Wilted or Damaged Flowers
We pride ourselves on sending fresh, quality flowers. However, if you receive wilted flowers or they wilt within 48 hours, please take a photo and contact us within 48 hours. We will be happy to resolve the issue with you.
- c) Exchanges for Gift Items
Gift items may only be exchanged in-store. If the item is in its original condition, you may exchange it for something of equal or lesser value. If you choose a higher-priced item, you will need to pay the difference. Alternatively, you may receive a gift certificate for the full or remaining value of the original item amount.
- d) Gift Certificates
Gift certificates are not redeemable for cash unless their value is less than $5.00.
- e) Live Plant Orders
Store credits and refunds are not available for live plants. If there is an issue with your plant, please take a photo immediately within 48 hours of receiving your order and contact us right away. We will assess the situation and inform you if compensation or exchange is possible.
Please note:
- We cannot assist if you do not contact us within 48 hours of receiving your plant.
- We are not responsible if care instructions are not followed.
- We cannot guarantee the health or longevity of live plants, as many factors influence their condition.
- f) Cancellations
Cancel 48 Hours Before Delivery:
If you cancel your order 48 hours before the scheduled delivery, you may be eligible for a full refund. Particularly, when your order is a simple vase arrangement or bouquet you will receive a full refund.
Partial refunds up to 50% are available for order cancelations in quantities of 3 or more. This is due to advanced preparations that are undertaken for volume order, as well as additional quantities that will have been ordered, 1-2 weeks prior (flowers may be ordered on a wholesale level up 2 weeks prior to arriving in the country and being delivered to your local florist).
Partial refunds between 25%-75% apply to order cancellations for intricate orders such as complex or artful design requests, or funeral wreaths and arrangements, that require advanced preparations (soaking sponge, conditioning and cutting stems, ribbon creation, etc.); your refund will depending how far along in the process we have come and materials we have used.
Cancel After 48 Hours:
You may be eligible for a 50% refund, depending on the status of your order:
If your order is waiting for delivery pick up, you will be refunded 50% of your total order.
If your order has been sent to the indicated address and dropped off, or delivery was failed and returned to us, you are not eligible for any refund.
Cancel Special Orders and Customisations:
We reserve the right to retain up to 100% of the total order value.
A reimbursement may be available only if your order has not been placed with our suppliers.
A delivery reimbursement is only available if your order has not yet been submitted with our delivery partners.
Cancel for substations that would change the design style and/or colour theme:
You can cancel your order and be refunded for 100% of your order value if we called you before design because we required to substitute flowers and:
In our professional standards deemed our substitution would have changed the design style, and/or colour scheme of your order.
And
You did not approve an alternate colour, alternate design, or alternate arrangement of equal value or altered to fit your order value.
Cancel Pre Orders:
Please refer to, 1. Terms & Conditions, section b) Pre Orders
Cancel A Date or Rescheduled:
Refer to 3. Delivery Policies, g) Rescheduling Deliveries
Cancellation requests after orders have left the shop:
You cannot cancel an order after it has left the shop nether by pick up nor by delivery.
Cancel request because the surprise is revealed:
Order do not qualify for cancellation or reimbursement when the surprise is revealed before delivery. See Deliveries, section j deliveries and surprises
- g) Pre-Orders
No refunds are available. Please refer to, Terms & Conditions, section b) pre orders
- h) Flower substitutions & refunds
Your order does not qualify for a refund or compensation in the event that your flower order had substitutions. If you were not contacted, in our professional standards we deemed your order maintained the overall design’s style and colour scheme, and we reserve the right to retain 100% of your order value. Likewise, if packaging, stem count, and containers varied, this is normal and does not qualify for refunds nor compensations. The order value in Canadian dollars will always be preserved in the orders we send out.
3. Delivery Policies
- a) Areas
Delivery is only Available for Montreal and some of the surrounding areas. Locations that are out of bounds will either be cancelled and/or transferred to a florist near the recipients address.
- b) Coordinating with Recipient
Our policy is to get your order ready and shipped during our operating hours (typically 10am to 6pm EST, see our Google Listing for live update). We often coordinate with the recipient to deliver the order, and reserve the right to contact them at any time. If we cannot reach the recipient we will make a delivery attempt, and either leave it with the recipient, neighbor, or, weather permitting, at their door. If weather does not permit, we will hold the order.
- c) Delivery Attempt
If the recipient is unavailable at the time of delivery, the order will be left in a safe location or with a neighbor if possible. If this is not possible, the order will be returned to the store and a re-delivery fee may apply, or require pick up from our shop.
- d) Delivery Rates
Are determined according to our delivery partners formula for distance travelled.
- e) Damaged or Incomplete Deliveries
Customers must report damage or incomplete deliveries within 24h with photos of the order for resolutions and replacements.
- f) Recipient Contact Information
You are responsible for providing all the necessary and accurate information of the recipient.
We may need to able to contact the recipient for: availability (working, vacation, etc), rescheduling, delivery delays, building codes, unlisted apartments, etc.
Should delays occur because of inaccurate information, you are fully responsible. These orders are not eligible for refund or discount. We reserve the right to retain 100% of your order total, even in the event that the order could not be completed or is cancelled.
Additional charges may apply if deliveries are rescheduled beyond 3 days from the original date; redelivery fees, flower replacement, etc.
- g) Rescheduled Deliveries
If the order has not yet been prepared by us, and requires to be reschedule i.e recipient is out of town. No further action is required we will deliver late. If you wish to cancel the order, we reserve the right to retain up to 100% of the order depending on the design status, and other factors.
- h) Same Day Delivery
Same-day delivery is available for orders placed before 4:00 PM EST. Orders placed after this time will be delivered on the following business day; or if time and circumstances permit, customers may agree to pay an additional surcharge for expedited delivery.
- i) Timed Deliveries & Requested Periods
We cannot guarantee a delivery be made for a specific time, or within a particular time frame, even if the order is made in advance. We require adequate time to process, create, and package your order. While located in central Montreal, we are able to deliver to most places in an hour, however many factors can add to delivery time, or delay our drivers. Such as: weather, construction, traffic, systems, car troubles, difficulty reaching recipients, delays in order preparation, etc.
- j) Deliveries and Surprises
While we will do our best to maintain a surprise upon request, surprises are not part of our offering or service. We make no guarantees for surprise deliveries, for timed deliveries, or delivery secrets. In order to do our best to coordinate a smooth delivery, we reserve the right to contact the recipient at any time. We will do our best to deliver at requested time frames (see section i) Timed deliveries & requested period, above). However, our service covers delivery exclusively, not surprises; therefore, if the surprise must be revealed, your order does not qualify for cancellations or reimbursements.
Trust us; when we call ahead, recipients are almost always excited. It sparks curiosity and anticipation, and they’re still surprised when the flowers arrive because they don’t yet know what they’ll look like.
4. Privacy Policy
a) Your information is tracked only to help us understand client journeys and bug fixes. we cannot see you individually, you appear anonymously as statistical data in our google analytics.
b) We utilise google analytics and our site analytics, any analytics obtained is not share that data with any other party.
c) Information you provide at checkout will be used to fulfil your order, and only what is needed will be shared with our delivery partners to fulfil delivery.
5. Ownership and Copyright of Designs
a) All designs created by Fleuriste Atropa Belladonna are the intellectual property of the Florist Atropa Belladonna and may not be reproduced without written permission.
b) We reserved the right to photograph our designs and use them for promotional purposes
6. Force Majeure
We are not responsible for delays or inability to fulfil orders due to events beyond our control, including weather, natural disasters, pandemics and government imposed regulations, or supplier disruptions.