Refund policy
Refund & Return Policy
Effective date: October 5, 2026
This policy applies to all purchases made through atelieralba.ca and to orders placed directly with us. It should be read together with our Shipping & Delivery Policy and Terms of Service.
Cancelling Before Delivery
You may cancel for any reason and receive a full refund if you contact us at least 48 hours before the scheduled delivery date.
Cancellations requested less than 48 hours before delivery cannot be refunded, because by that point your flowers have been bought at market and the arrangement has been started. At our discretion we may offer store credit instead.
To cancel, email [email protected] with your order reference. Your cancellation takes effect when we receive it, so please do not rely on a message sent outside business hours being read immediately.
After Delivery
Our arrangements are fresh, perishable and made to order, so once an order has been delivered we do not offer returns or exchanges, and all sales are final — except where there is a genuine problem with the order, which we always want to hear about.
If Something Is Wrong With Your Order
If the flowers arrive damaged, materially different from what you ordered, or not in the condition you would expect from us, contact us within 24 hours of delivery with:
your order reference;
a short description of the problem;
clear photographs of the arrangement as it arrived.
We ask for 24 hours because flowers are perishable and we need to see them close to the condition they were delivered in. If you are the sender rather than the recipient, we understand it may take you a little time to find out — tell us as soon as you reasonably can and we will not refuse you on timing alone.
Where we agree there was a problem, we will put it right by remaking and redelivering the arrangement, issuing a refund, or issuing store credit. Which remedy applies depends on the circumstances, and we will discuss it with you.
What Is Not a Defect
Substituted flowers. Specific stems and varieties depend on what is available at market. Where we substitute, we use a bloom of equal or greater value in a comparable palette and style. See our Terms of Service.
Natural variation. Colour, size and form vary between individual flowers and from the photographs on our site.
Condition after delivery. Once flowers are delivered, their lifespan depends on care, water, heat and handling. We cannot guarantee their condition afterwards, including exposure to weather or theft where an order was left as instructed.
Failed or Refused Deliveries
If a delivery cannot be completed because the address or access information given to us was incomplete or incorrect, because a concierge refused the delivery, or because nobody could be reached, we will follow the process in our Shipping & Delivery Policy. In those circumstances the order is treated as delivered and is not eligible for a refund, and a redelivery may incur an additional charge.
If a delivery fails because of something we got wrong, you are entitled to a full refund or a redelivery at no cost, as you prefer.
How Refunds Are Issued
Approved refunds are returned to the original payment method. Your bank or card issuer usually posts the funds within five to ten business days of us issuing them. We do not refund to a different card or account.
Store Credit
Where we offer store credit, it is valid for twelve months from the date of issue, may be used across our collection, and is not exchangeable for cash.
Your Consumer Rights
If you are a consumer in Ontario, you have rights under the Consumer Protection Act, 2002 (Ontario) and other applicable consumer protection law, including in certain circumstances the right to cancel an internet agreement. Nothing in this policy removes, restricts or waives those rights, and where this policy is less generous than the law requires, the law applies.
Contact
Atelier Alba Inc., Toronto, Ontario. Email [email protected] and please include your order reference.