Refund policy

SF.Fleur strives to provide the best service. I promise transparent and open lines of communication with all my customers. Flowers are a finicky lot and we have provided more clarity for our shop and service policies to address the nature of their inherit impermanence.

Purchasing from SF.Fleur acknowledges your agreement to the policies below.

Product Agreement

SF.Fleur uses only the best products available. On rare occasions, SF.Fleur reserves the right to make substitutions in the event the flowers received are not of the quality suitable for your special event or floral order. In this event, the integrity of the proposed color scheme and design style will be maintained and flowers of equivalent value will be used. When possible, your floral designer will reach out to you personally to notify you of any changes.

Return & Exchange Policies

Wedding Packages & Hakus
All florals purchased for local delivery are hand-delivered and guaranteed of freshness and quality upon leaving the studio. For this reason, they MUST be received by someone at your residence. Upon receipt, it is the responsibility of the customer to then care for the flowers. In the event where arrangements are delivered incorrectly SF.Fleur will review the case and make a decision on what will be credited.

Fresh flowers are subject to wilting or showing negative effects when placed in a room with a temperature of 72 degrees or higher, or are subject to warm or cool drafts and must be cared for accordingly. Care and instructions are always included with your florals.

Please note that flowers are inherently fleeting. Flowers chosen for events may be especially short-lived as they are not always the ones found in commercial floral arrangements for the home. The combination of being out of water for many hours in direct sun in our tropical climes can be particularly stressful. For that reason, your floral designer will always provide recommendations and advice during your consult to ensure your chosen florals will be what you are happiest with and will perform their best for your day.

DIY Floral Boxes
Floral boxes are created by ordering directly within our network of growers, then packed at their location and sent directly to you. Every item is inspected for quality and custom-packed for express shipping. The logistics of floral shipping is quite impressive. Flowers may travel for up to 2 days to reach your home. This is why all floral boxes must be signed for upon delivery and will need to be proceed and placed in water immediately.

Flowers are cut and shipped before they reach their prime beauty. You should plan to receive your order 1-2 days in advance of your event to cut and hydrate your flowers and allow them to open.

There are many factors beyond our control that may affect the total order process, delivery, and condition of your flowers but if you are not satisfied, please contact us within 24 hours of receipt and provide clear photographic images via email.

SF.Fleur will review the case and make a decision on what will be credited and may require a return of the product before any refund is issued.

If a customer claims an order was not delivered, SF.Fleur asks for at least 24 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home and/or no neighbors were available to accept the order.

Order Policies

SF.Fleur reserves the right to reject any order provided deemed questionable or possibly fraudulent. When SF.Fleur receives an order, we review the entire order and periodically compare the information provided with the bank of the person placing the order. If we determine fraudulent information is provided we will send an email or phone call to the sender to inform them of the situation to determine if the information was provided in error.

Deposits and Cancellation Policies

Given the current unpredictable times, it is at the discretion of our floral designer to refund deposits for wedding packages. Please contact us so we can discuss your event with you privately.

For floral boxes, because they are sent directly to our growers, once an order is confirmed, a cancellation or refund may not be possible after 12 hrs notice of your confirmation.  Please contact us immediately if you have made an order in error.

All deposits made within 3 weeks of your event date are non-refundable but can be used to reserve a different event date or can be applied to other offerings in the flower shop.

For deposits made 22 days or more before your event date, refunds may be subject to a cancellation or design fee based on services already rendered. This is at the discretion of your floral designer according to the terms and agreement pertaining to your event.