Refund policy
STORE POLICIES
At Gilded and Green Floral Design, we take pride in offering thoughtfully designed floral arrangements and carefully curated home decor. Please review the following policies before placing an order.
SECTION 1 – FLOWER SUBSTITUTION POLICY
Our flowers and products are carefully designed to provide the highest level of satisfaction. Due to seasonal availability, variety, colour, and the handmade nature of our arrangements, substitutions of equal or greater value may occasionally be necessary.
Photos displayed on our website are intended as a reference for general colour palette and style. Each arrangement is uniquely designed by our florists, and the final product may vary slightly from the images shown.
If you are not completely satisfied with the quality of a product or experience any issues, please contact us as soon as possible and we will promptly review the situation and take appropriate action.
SECTION 2 – FRESH FLOWERS & PLANTS
Due to the perishable nature of fresh flowers and plants, all sales of live plants, orchids, and floral arrangements are final.
Fresh flowers are sensitive to environmental conditions such as temperature, light, and moisture once they leave our care. For this reason, we cannot guarantee their condition after pickup or delivery.
If you have any concerns regarding the quality of your flowers, please contact us within 24 hours of delivery or pickup. Each concern will be reviewed on a case-by-case basis, and where appropriate we may offer a replacement or store credit.
Each arrangement includes a flower care card to help your flowers stay fresh and beautiful for as long as possible.
SECTION 3 – GIFT & HOME DECOR ITEMS
We do not offer cash refunds. However, non-living gift and home decor items may be eligible for store credit under the following conditions.
Items must be returned within 7 days of purchase, unused, and in their original packaging and condition.
A 10% processing fee may apply to cover handling and administrative costs.
We reserve the right to refuse returns that do not meet these conditions.
SECTION 4 – DELIVERY POLICY
Some delicate items and floral arrangements are available for delivery within Toronto and the Greater Toronto Area (GTA) only.
Our dedicated delivery team and trusted courier partners take great care to ensure every arrangement arrives safely.
If the recipient is unavailable at the time of delivery, flowers may be left in a secure, weather-protected location, with a concierge or building reception, or with a neighbour where appropriate.
Customers may provide delivery instructions at checkout. If unattended delivery is requested, the customer assumes responsibility once the arrangement has been delivered according to those instructions.
During winter months, flowers cannot be left outdoors due to freezing temperatures. If no safe indoor location is available, the arrangement will be returned to the store and additional delivery charges may apply for redelivery.
We are not responsible for delays or failed deliveries due to incorrect or incomplete address information provided by the customer.
SECTION 5 – WEDDING & EVENT ORDERS
For wedding and event floral orders, a 50% non-refundable deposit is required at the time of booking to secure the event date and begin the design process.
Clients may also choose to make full payment (100%) at the time of booking if they prefer.
If a deposit is made, the remaining balance will be automatically charged 4 weeks prior to the event date unless otherwise agreed in writing.
Due to the custom and seasonal nature of wedding and event floral work, deposits are non-refundable once the booking has been confirmed and design planning has begun.
Changes to event orders must be requested at least 4 weeks prior to the event date and may be accommodated depending on seasonal availability and design considerations.
If an event is cancelled within 4 weeks of the scheduled event date, the full balance may still be required as flowers and materials may already have been ordered or prepared.
Seasonal flower substitutions of equal or greater value may be made when necessary.
SECTION 6 – CONTACT INFORMATION
Questions regarding our store policies may be directed to:
Gilded and Green Floral Design
3234 Yonge Street
Toronto, ON M4N 3L4
Canada