Substitution & Return Policy
At Le Soul Fleur, your satisfaction is our top priority. If you’re not completely satisfied with your order, we are here to help. Please review our guidelines below for assistance.
Fresh Flowers
We are dedicated to delivering your heartfelt emotions with fresh, beautiful flowers right on time. Due to the seasonal nature and regional availability of flowers, substitutions of equal or greater value may occasionally be necessary. We always strive to maintain the overall design, shape, size, and color palette of your chosen arrangement. In single-variety orders, the specific flower type will take precedence over the color. For example, if yellow daisies are unavailable, we will substitute another color of daisies rather than replacing them with a different yellow flower. Similarly, white and cream roses may be substituted for one another, as well as peach and pink roses. Purple and pink orchids may also be substituted for white orchids, and vice versa.
Please contact us as soon as possible if you need to cancel or change your order. If you are looking at cancelling or changing an order, and the order is placed on the same day as the flowers are being delivered, this must be done within 30 minutes of ordering your flowers. If the order is for a next day delivery, or any future date, the cancellation or changes must be made the day before the proposed delivery date.
Once an order has been arranged or is out for delivery, Le Soul Fleur will not able to cancel/change your order.
Every floral arrangement is unique. This what makes a floral gift so special. Our flower designers will make every effort to make your order to the recipe you’ve ordered, however, standard substitutions will be made, just like every other florist.
From time to time, due to seasonal influences, we may need to substitute flowers. We guarantees to substitute only flowers, with other flowers, that are equal to, or greater in value. Also, we may need to substitute vases, so the one you see online may, from time to time, be different or even slightly different to the one the person you are sending flowers to receives. We will do our very best to substitute a vase equal to, or greater in value to the one we’re replacing.
Add-ons:
Add-ons (i.e. vase, chocolate and bears) images may not be the exact product that may be delivered. You cannot order an add-on or extra without ordering flowers.
Time Frame For Complaints
Quality complaints must be received within 48 hours delivery so we can address the issue with the designer. If the complaint is to do with quality, Le Soul Fleur is requires x 2 photographs of the flowers. 1 of the front of the flowers, and 1 of the back of the flowers. Once we receive the photographs we will investigate the issue for you and get back to you with information as soon as possible – usually no longer than 24 hours.
Non Delivery
If your flower order was not delivered please inform us within 7 days, so we can address it for you.
Substitutions for Special Occasions
For important events such as funerals, birthdays, and anniversaries, we understand the need for timely delivery. If the flowers you ordered are unavailable and we are unable to contact you via phone or email, we will make a substitution of equal or greater value to ensure your delivery arrives on time, using the closest available flowers or colors to your request.
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If you have any questions or need further assistance, please don’t hesitate to contact us at osoul83@gmail.com.