Shipping & Delivery FAQ
Floral Orders - Pick Up & Cowichan Valley Area Delivery
Any order placed prior to 12:00 PM PST will be sent out on the same day, depending on the volume of orders we already have going out.
For store pick-up, please ensure that you specify what time you will pick up in the "special instructions" section of the cart. We ask that you place your order at least 2 hours prior to the pickup time, to allow our florists enough time to make it.
When ordering floral arrangements, please provide any special instructions for the order on the "add note to your order" at the bottom of the shopping cart. Please ensure you include the message you would like on your complimentary floral card as well as any additional notes, such as scent allergies or other concerns.
We reserve the right to refuse orders or card messages which may be considered threatening and/or inappropriate.
You will provide the name, address, and contact details of the person receiving the order in the "Ship to Me" section at checkout. You can then provide your billing information by selecting "Use Different Address for Billing" on the Select Payment screen just prior to check out.
For deliveries of more than two orders to the same address, we require a handling fee of $5 on each additional arrangement.
Floral Design Policy
Each of our floral design ares are created with fresh cut local flowers, and we will always do our best to ensure your order is made exactly as you had ordered and in the container you have ordered.
Unfortunately from time to time it is necessary to substitute certain flowers dues to seasonality, or if we don't believe the flowers we have in stock are fresh enough to include in the design. Substitution is a last resort, however if required we will only substitute flowers or containers of equal or greater value that will maintain the integrity of the design you have selected.
We are unable to send plants or flowers outside of the Cowichan Valley area.
Exchange or store credit is available within 7 days of purchase, as long as the product is in new unused condition and/or sealed. Exchanges and store credits will only be issued with proof of purchase. Availability of refunds depend on the type of product, and require a receipt.
We want you to be fully satisfied with your flowers, and are happy to offer a 24hr guarantee on our flowers and arrangements. Unfortunately, we are unable to offer replacements or refunds on flowers beyond 24hrs from the time they were received.
For Online Purchases
In order to qualify for an exchange or store credit, Willow and Orchid must be contacted by email for an authorization number, within 7 days of receiving your shipment. This authorization number must be included with the items being returned or the shipment will be refused.
The customer is responsible for the shipping costs of their exchange. Please ensure you have kept the original receipt and the returning item unused and sealed. Once we receive the item back we will issue a store credit or ship out the item to be exchanged within 7 days. You will receive a confirmation email when your exchange has been processed.
Willow & Orchid reserves the right to deny exchanges/refunds that do not comply with the above stated conditions.