Shipping policy

Shipping & Delivery Policy (Atelier Alba)

Delivery windows and arrival times are estimates and may be affected by weather, traffic, building access, and recipient availability.

Delivery Timing & Lead Time

Orders must be placed at least 24 hours in advance of the requested delivery date.
Delivery fees are calculated based on distance from our Atelier Alba studio.
If you need a specific delivery time, please email us at info@atelieralba.ca to confirm availability before placing your order.

Peak Dates (Valentine’s Day, Mother’s Day, and Similar Occasions)

Due to extremely high delivery volume on peak dates (including but not limited to Valentine’s Day and Mother’s Day):

We do not guarantee specific delivery times for orders under $500 CAD.
All deliveries on these dates will be delivered any time between 11:00 AM and 10:00 PM.

Where We Deliver (Condos, Offices, and Buildings)

We do not deliver inside units or inside malls.
Deliveries will be left with the concierge/reception when available.
Please confirm with your building concierge/reception in advance that they accept floral deliveries.
If there is no concierge, or the concierge refuses delivery, the recipient must be available at the lobby or main entrance to receive the order.

Accurate Delivery Information (Required)

You are responsible for entering complete and accurate delivery details, including:

Recipient’s full legal name
Full address (including unit number, buzzer code, and building access instructions)
Recipient’s phone number
Any special delivery notes

If a delivery cannot be completed due to missing/incorrect information (e.g., no unit number, incorrect address, access issues), additional fees may apply, and the order may not be eligible for a refund.

If the Recipient Cannot Be Reached

If delivery cannot be completed because:

the concierge/reception refuses the delivery, and/or
the recipient is unavailable, and/or
access is not possible, and we cannot reach anyone by phone, we will attempt to call the phone number(s) provided. If no one responds, the order may be left at the main entrance/lobby/ground-floor entrance to complete delivery.

In these cases:

A delivery photo will be taken and shared with the customer as proof of delivery.
Once delivery is completed, we cannot guarantee the condition of the flowers afterward (including theft, weather exposure, or damage).

When Delivery Is Considered Complete

Delivery is considered complete when the order is:

handed to the recipient, or
left at the delivery location according to the delivery instructions provided (e.g., concierge, front desk, doorstep, or other safe location), or
left at the building entrance due to access/recipient issues as described above. And a delivery photo is sent to the customer as proof.

Delivery Address Changes

Requests to change the delivery address must be submitted before 9:00 AM on the delivery day.

Address changes are not guaranteed and additional charges may apply depending on distance and routing.

Hand-Delivered with Care

All Atelier Alba bouquets are hand-delivered with care by our team. Because we do not operate with a traditional courier tracking system, you will not receive a live tracking link.

Estimated Delivery Window

To keep you informed, we will email you an estimated delivery window (for example, 1:00–4:00 PM) one day before your selected delivery date.

Route-Based Scheduling

Delivery windows are assigned based on our delivery route. As a result, addresses closer to downtown Toronto are generally scheduled earlier than addresses farther away.