Refund and Return Policy

Bell The Florist strives to provide the best customer service available. It is our belief that as a real flower shop, we understand and appreciate the concerns of Internet shoppers regarding the security and proper fulfilment of their orders. We have established this return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed:

1. If any customer claims an order was not delivered, we ask that we are given at least 24-48 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbours were available to accept the order. We reserve the right to attempt a redelivery if this occurs.
2. If it is determined that Bell The Florist did not make the delivery attempt, it is our policy that we will provide you with a refund.
3. If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact Bell The Florist who made the delivery. In almost every case, Bell The Florist will gladly replace the arrangement. To request a replacement, Bell The Florist must be contacted within 48 hours of the delivery. Bear in mind that flowers are perishable. Proper care is required. It is the responsibility of the recipient to follow any care instructions provided by Bell The Florist. No refunds or replacements will be made for any order should the recipient or sender not notify Bell The Florist within 1 day of the original delivery date. A link to this page is provided with every order confirmation receipt emailed to the sender when the order was made. A link to this page also exists on nearly every page of Bell The Florist. It is the responsibility of the sender to review all of the information provided in the emailed receipt or on Bell The Florist relating to refunds and/or replacements.
4. Bell The Florist reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent. When Bell The Florist receives an order, we review the entire order and periodically compare the information provided to us with the bank of the person placing the order. If we determine that fraudulent information is provided we will send an email to the sender to inform them of the situation to determine if the information was provided in error.
5. Should any customer place an order through Bell The Florist and then need to cancel the order, the cancellation must be made prior to the delivery of the order. If the cancellation is received after the order is delivered, no refund can be issued. Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new information so that the order can then be properly delivered using correct information.
6. “Substitutions Allowed" - Bell The Florist will always attempt to fulfil an order as closely as possible. However if the container, flowers or other items that comprise the order are unavailable, the order will be substituted with content equal to the original value of the order.
7. Bell The Florist is not responsible for any order where the recipient refuses to accept the item. Bell The Florist will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
8. Bell The Florist is not liable for customer errors that result in the over-ordering of a product. During the checkout process the customer is provided with a total of the order PRIOR to the order being submitted. The customer is given the option to remove items or reduce the quantity ordered. Bell The Florist makes every effort to review orders where multiple quantities of a same item are ordered but we do not guarantee, nor are we liable, for any order sent out exactly as the customer ordered. If a customer orders more than one of any single item but meant to send a lesser quantity and the ordered amount is sent to the recipient, no refund can be offered since what was ordered is what will be delivered.
9. When a customer allows substitutions, this means that the sender is allowing Bell The Florist to use flowers they have available to work with while trying to keep the arrangement as similar as possible. This may mean that the recipient does not necessarily receive an arrangement identical to what is pictured though every effort is made to do so. In cases of specialty items, such as items in a ceramic container, a different container with similar value will be used.
10. Regarding international orders - Once an order has been transmitted to the overseas office, it cannot be cancelled for any reason. If a sender provides incomplete or inaccurate information, it is the sender’s responsibility to provide an update of the correct information so the overseas florist can complete delivery of the order.