Refund policy

We endeavour to use only the freshest, highest quality local, fair-trade and organic blooms and potted plants in our botanical creations. Because flowers and plants are a perishable natural product, all sales are final. If you need to cancel an order, and it has not been prepared, we can hold the value as an in store credit towards your next order. Please note that we are unable to cancel orders that have been prepared or have been dispatched to our delivery driver. Cancelled orders cannot be refunded.

If you are not satisfied with the quality of your order please let us know as soon as possible. We may be able to replace flowers if notified within 24 hours, or address any problems with a potted plant if notified within 7 days.

Workshops are final sale. If you are unable to make your selected workshop date let us know 7 days before you are to attend and we will do our best to reassign you to a different workshop date. Fees may apply.

Some flower and plant products may be harmful or poisonous to people or pets if ingested. If you require more information before placing an order, please let us know in advance.

Substitution Policy

Fresh Flowers: Because of the seasonality and regional availability of flowers, our selection changes from week to week. Our best blooms from all four seasons are on show throughout our product pictures, these images are typically representative of the higher price points we offer. We are not a cookie cutter florist, we try to make every arrangement an original! We will make every effort to maintain the "look and feel" of the design by considering the overall shape, size, style, and colour combinations. We do not recreate the pictures exactly as you see them. In most cases we are not able to promise specific flowers unless they are in season. In single-variety seasonal arrangements, the variety will take precedence over colour. For instance, if an order is for yellow Dahlias, we will substitute another colour of Dahlias, not another yellow flower. We reserve the right to substitute with a product of equal or greater value, likeness and quality without notice. If we are unable to fill all or part of your order, we will notify you as soon as possible.

Plants: All product images and examples on ecostems.ca are shown as a guide. All sizing/measurements provided are approximate and are not exact. For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another colour or variety. Decorative containers for plants will be chosen to suit the plant by our designers if a decorative container note is absent. If major substitutions are necessary, they will be made in conjunction with the customer.

Gift Baskets: Substitutions within a basket may be made with items of greater or equal value if necessary to guarantee freshness and timely delivery.

Substitutions for Special Occasions: Due to the importance of timely delivery of orders for special occasions, such as funerals, birthdays, and anniversaries, we may make a substitution of equal or greater value to ensure timely delivery. We will always attempt to contact you through the phone number or e-mail address provided, but may proceed with the substitution if we are unable to reach you.