Substitution & Return Policy

Flower Substitution

Due to seasonal and market availability, certain flowers or containers may be substituted.

All substitutions will be of equal or greater value and will maintain the overall style, color palette, and design of the original arrangement.

Order Changes & Cancellations

We understand that plans may change, and we will do our best to accommodate requests within the following guidelines:

• Same-day delivery orders: Changes or cancellations must be made within 15 minutes of placing the order
• Future delivery orders: Changes or cancellations must be requested at least 24 hours prior to the scheduled delivery date

Approved cancellations will be issued as a store credit, valid for 3 months

Non-Cancellable Orders

Once an order has been:

• designed
• prepared
• or is out for delivery

it cannot be canceled or refunded

Fresh Flower Disclaimer

Flowers are a natural product and their lifespan may vary depending on care and environment.

We are not responsible for natural aging after delivery.

Add-Ons

Add-on items (vases, chocolates, plush toys, etc.) may vary slightly based on availability but will always be replaced with items of equal or greater value

Add-ons are only available with the purchase of floral arrangements. 

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.