What forms of payment do you accept?
We accept Visa, Mastercard, AMEX, Apple Pay and Shopify Pay.
Are you open during Covid-19 and taking orders?
While we have closed our showroom to the public, our website is now live and we are accepting orders! We are now operating as a studio and working in strict accordance with Public Health Ontario guidelines. We are fulfilling a limited number of online orders on select days of the week for either contactless local delivery or curbside store pick up. We are also fulfilling a limited number of appointments on a select day each week. Please email us to schedule an appointment.
We will continue to monitor the situation and adjust our policies, as needed/instructed.
What if I need to change or cancel my order?
Please email us at email@example.com as soon as possible, as we fulfill orders on a quick turnaround.
Once you have placed your order, you may contact us to change the delivery date, address or message no later than 2 business days before your selected delivery date. We will do our best to accommodate your request if the flowers have not already been dispatched for delivery; however, we cannot guarantee such changes with less advance notice.
Once you have placed your order, you may contact us to cancel it no later than 2 business days before your selected delivery date. If less advance notice is given, and we have yet to begin preparation of your order, you will receive a store credit for the full value of your order, which expires within 6 months of issue. If we have already begun your order, you will not receive a store credit for the full value of your order. We cannot accept cancellations for next-day and same-day orders.
Will my order look like the photo(s) on your site?
The flowers shown reflect a palette, style, scale and price-point only. Each floral design is custom-made, using the finest materials available. Our selection varies daily and according to the season. We cannot guarantee specific materials.
The potted plants shown reflect a scale, a proposed pairing and a price point only. Each plant is unique and shaped by its environment. Our selection changes weekly. Planters of a certain material and in a certain style are available while supplies last. We provide a specimen in prime condition that is potted in something handmade. Some variation is to be expected.
We reserve the right to make substitutions of equivalent or superior value, quality or appearance, at our absolute discretion, whenever necessary.
At this time, we are not able to provide photos of completed orders.
How is my order packaged?
Our standard vase arrangements and tabletop potted plants arrive packaged in an open-faced box, with natural and copper papers. Clear plastic wrap (recyclable) is used only when necessary.
We will package all plants in their plastic grow pot with kraft paper sleeves, and all other products in kraft paper bags or sleeves, with natural and copper papers as required.
We include our branded address label and enclosure card with every delivery, and our branded tag with every pick up order.
How do I order multiple products for different delivery addresses?
Please place a separate order for each delivery address.
What if I’m interested in placing a bulk order?
For special projects or occasions involving orders of quantities greater than 2 or 3, please email us at firstname.lastname@example.org. We would be happy to help.
NOTE: Depending on the day and due to the high volume of orders for fulfillment, it may take up to 48 hours to receive a response from us.
DELIVERIES & PICK UPS
Where do you deliver?
We offer contactless local delivery only. For locations and rates, see our Delivery & Pick Up Info.
Due to Covid-19, our courier is not able to fulfill deliveries to hospitals, medical centres and doctor’s offices. We are fulfilling deliveries to nursing homes or long-term care facilities on a case-by-case basis. Additionally, we have paused all deliveries of large plants that exceed 3’ wide or 4’ tall.
At this time, we do not fulfill out-of-province, national or international shipments.
Can I order same-day delivery?
At this time and due to Covid-19, we are not able to fulfill same-day orders.
When will my order be delivered?
Your order will be delivered on the selected delivery date by 5 pm to businesses or by 7 pm to residences, with these exceptions:
- During special occasions, such as Valentine’s Day or Mother’s Day, our couriers may exceed these delivery times due to the high volume of orders for fulfillment.
- During severe weather conditions, deliveries may be rescheduled for another date/time we deem safe; and we will notify you accordingly.
At this time, we do not provide confirmation of delivery.
What happens if the recipient isn’t available to receive my order?
If the recipient isn’t available at the time of delivery, our courier will leave your order:
- at their door (weather permitting) OR
- with reception/concierge (if available).
Having done so, our courier will inform the recipient by phone.
In cases of severe weather or when temperatures are below 10 degrees Celsius, flowers or potted plants cannot be left exposed or outside. If the recipient isn’t available, we will automatically reschedule the delivery for an alternate date/time we deem safe.
If an alternate delivery attempt is required for a future date, a second delivery fee will apply. We will promptly connect with you (the sender) in these circumstances.
Please note that for flower orders we will only execute two attempts due to the limited lifespan of the materials.
Can I place an order for pick-up?
Yes. When you order online select “Store Pick Up” and your preferred pick up date and time slot. You may schedule a curbside store pick up for any day on which we’re operating as a studio: Thursday-Saturday, noon-6 pm.
NOTE: For those travelling by car, we suggest a pick up time of noon-3 pm, as nearby parking is limited 4-6 pm.
During statutory holidays or planned store closures, we will not be available to fulfill pick up requests.
How do subscriptions work? And what do they cost?
We offer subscriptions of 6-month or year-long terms. We deliver to the same address on the same day – every week, every two weeks or every month. We currently design in standard vases (clear glass, 4” d x 5” h). Our arrangements are intended to delight and no two are the same.
When you order online, select the vase type, frequency, duration and initial delivery date of your subscription. Subsequent deliveries will reflect your selections. For example, the second Friday of the month will be your delivery date for 6 months or 12 months, if you select a frequency of “every month” and an initial delivery date of the second Friday of the month.
Subscriptions are available for $125 and $200 per execution. Delivery (varies per address) and taxes are additional.
At this time, you cannot use promo or discount codes when purchasing a subscription.
Do I pre-pay for subscriptions?
For all subscriptions, your credit card will be billed at checkout for your first delivery only. For subsequent deliveries, you will be billed on a recurring basis every week during which a delivery is scheduled. The amount your card will be billed any given week will be the value of your order.
I’d like to gift a subscription, what do I do?
When gifting subscriptions and prior to making your purchase, we ask that you connect directly with the recipient to confirm:
- their preferred initial delivery date and
- their availability to receive a delivery, between noon and 7 pm, on the same day of the week, at the frequency and for the full term you are proposing.
NOTE: An ADMINISTRATION FEE of $10 will apply for any address or delivery date change beyond two requests per subscription term.
Then, email us at email@example.com to get started.
What if I need to change or pause my subscription?
You can update your address or change the day of the week of your subscription up to two times per subscription term.
NOTE: An ADMINISTRATION fee of $10 will apply per subsequent address or date change.
Planning a holiday? Email us at firstname.lastname@example.org and we would be happy to pause your subscription for up to one month. We ask that you provide more than 3 business days advance notice when making such requests. Provided you have given us such notice, your pause in service will take effect without charge. Where notice is received after the specified time, you will be charged for your next delivery and a pause will only take effect for the upcoming number of times you select unless a cancellation request is received.
CARE & SERVICES
Where do your flowers come from?
We regularly source flowers from Holland’s flower auctions. We also source specific varieties from farms in Ecuador, Costa Rica, Israel, Italy and Thailand.
Throughout the year we work closely with local growers and foragers to source exceptional seasonal and greenhouse-grown tropical materials. On occasion, we cut from our very own Flùr Garden.
What flowers and plants are toxic to people and pets?
We strongly recommend that you keep your flowers and potted plants out of reach from pets and small children, as they may contain one or more of these toxic species: Allium, Amaryllis, Anthurium, Bird of Paradise, Calla Lilies, Carnation, Chrysanthemum, Clematis, Cyclamen, Daffodils, Dahlia, Delphinium, Foxglove, Gladiola, Hyacinth, Hydrangea, Iris, Lilies, Peony, Pieris, Pointsettia, Poppy or Tulips.
For a comprehensive list, see the ASPCA site.
We have indicated “Pet-friendly” potted plants where possible. See our Indoor Plant Care Guides.
For how long do flowers last?
Typically, fresh cut flowers have a vase life of 4-7 days.
Dried cut flowers last for months; however, exposure to water or humidity, bright light and dust may undermine their appearance. We recommend updating dried floral designs every 3-6 months.
How do I care for my flowers?
See our Cut Flower Care instructions.
How do I take care of my potted plant(s)?
See our Indoor Plant Care Guides.
I just received my plant, when should I water it?
Your plant has been watered after repotting and prior to delivery. We recommend that you always check the moisture level of the potting mix before watering, and refer to the relevant plant care guide here.
Also, we recommend that you:
- Use tepid tap water or allow water to stand in a container for 24 hours before use;
- Water in the morning and at the base of growths.
NOTE: Terracotta is a porous material and absorbs moisture readily. Glazed ceramic and plastic surfaces repel or resist moisture. For this reason, plants potted in terracotta often exhibit dry potting mix sooner than their glazed ceramic or plastic equivalents.
When should I repot my plant?
See our plant care guides here.
Do you offer potting services?
Yes, however, we only pot plants and planters currently sold at the shop.
Do you offer plant maintenance packages?
Currently, we do not offer plant maintenance packages.
Do you provide wedding or event floral services?
We do not offer wedding floral services, nor do we provide personal flowers towards weddings.
At this time and due to Covid-19, we have paused our event floral services.
Do you rent items?
Our inventory is available for purchase only.
RETURNS, EXCHANGES & GIFT CARDS
My order arrived damaged, what do I do?
We aim to please our customers by delivering products in prime condition and on time. While our flowers and potted plants are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on occasion (and for reasons beyond our control), they may be damaged in transit. If you receive flowers that do not seem fresh or are damaged, please email us at email@example.com within 1 business day of receipt, and include your order number (if applicable), a description of the damage or defect and a photo. We will be in touch at our earliest opportunity to resolve the matter.
What is your return policy?
Flùr does not issue refunds.
Please understand that due to the perishable nature of flowers and plants, we are unable to accept returns on these products. All flower, plant and potted plant orders and subscriptions are final sale.
All other merchandise except gift cards may be returned for exchange or store credit only, with a receipt and within 7 days. Item(s) must be in original condition with all original packaging. Store credits expire within 6 months of issue. Returns/exchanges must be authorized prior to return and returned during store hours: Thursday-Saturday, noon-6 pm. Email us at firstname.lastname@example.org to receive your authorization number. Delivery fees are non-refundable. Customer is responsible for the return/replacement delivery and applicable taxes.
All “as is,” sale or special order merchandise may not be exchanged or returned for store credit.
NOTE: We reserve the right to adjust pricing online without prior notice. We reserve the right to refuse a return on any grounds other than those listed.
I received a Flùr gift card, how do I redeem it?
You’re welcome to redeem your gift card online. Enter your alphanumeric code at checkout.
NOTE: Purchases are deducted from the redeemer’s Gift Card balance. If a purchase exceeds the redeemer’s Gift Card balance, the remaining amount must be paid by another payment method at checkout.
Our gift cards have no expiry.
Gift Cards cannot be used to purchase other gift cards. Gift Cards cannot be reloaded, resold, transferred for value or redeemed for cash, except to the extent required by law.
SECURITY & PRIVACY