Redolent Floral strives to provide exceptional customer service. It is our belief that a satisfied customer equals success. Therefore, we understand your concerns about security and proper fulfillment of any order placed online, via telephone, or in our shop. The following statement explains our terms of service. Our Return Policy is available here.
Floral Orders with Redolent Floral
Fresh Material
Redolent Floral makes every effort possible to match requests for colors, varieties, sizes and quantities of fresh floral materials and the client understands that those fresh products and materials are subject to the laws of nature. If a specific match of the highest quality cannot be made to the original contracted items, substitutions will be made at the sole discretion of Redolent Floral for a product of an equal or higher value.
Accountability
Once flower leave the premises of Redolent Floral’s workshop they are no longer responsible for floral arrangements and/or décor. Redolent Floral cannot be held accountable for contracted items damaged during the course of the event by weather (heat, cold, rain, wind, etc.) or persons other than Redolent Floral staff members.
Force Majeure
If Redolent Floral is not able to perform or provide in entirety its contracted services or products for any reason, not limited to, but including Acts of God, war, civil disturbances, road closures, severe traffic, fire, casualty, or other causes beyond the control of both parties, all payments with the exception of the deposit will be returned in full.
Delivery
Claim Non-Delivery
If you place an order and claim it was not delivered to the recipient, please allow us 24-48 hours for a complete investigation into the matter. In many cases, it is a simple matter that delivery was attempted and no one was available at the home or office to accept delivery and no neighbors or other parties were able to take delivery on the recipient’s behalf. If this is the case, Redolent Floral reserves the right to attempt redelivery of your order. On the rare occasion that we discover no delivery attempt was made, we will provide you with a full refund. If we are unable to substantiate your claim, we reserve the right to reject that claim.
Rejected Delivery
If you place an order and the recipient rejects delivery, whatever the reason, Redolent Floral will not provide a refund and cannot be held liable for the recipient’s decision.
Undeliverable Orders
If our delivery drivers are unable to locate or reach the door of the address provided, they will call and text all phone numbers for the customer and recipient on the order to ask for assistance. Our drivers will wait for 15 minutes to hopefully receive a resolution to the issue from one of the contacted numbers. If the driver is unable to reach the address after the 15 minutes, they will send a final notification that they are continuing with their route. The undeliverable order will be returned to our design studio, where our customer service team will reach out to the customer to coordinate a redelivery, or pickup from one of our shops. If there is no reply to our customer service team’s attempts to contact within 2 days, the order will be considered forfeit. If the customer would like Redolent Floral to attempt redelivery, an invoice for the new delivery fee will be sent to the customer and delivery will be coordinated once the invoice is paid. The cost of the delivery fee is variable subject to the address.
Quality
If a delivery is made, and there is any question as to the quality of the flowers, the recipient should contact Redolent Floral to discuss the matter. In most cases, we will gladly replace the arrangement. However, claims must be made within 24 hours of delivery. No refunds or replacements will be made after this period. Nor will refunds or replacements be made based on improper plant or flower care on the part of the recipient.
