Refund Policy - Joyce Flowers

Our Guarantee
Every order is important to us because we know how important it is to you. We earnestly endeavour to please every customer with beautiful flowers and accommodating service. Knowing that flowers are a perishable natural product and that floral arrangements and floral gifts are handmade, we make every effort to fortify our floral products and ensure the quality, accuracy, and beauty of our work. Many variables determine whether a flower will last as long as anticipated or whether a designer has created something which you will enjoy. Because we constantly seek ways to bring some of these variables under our control.

We give a refund in the first 24 hour period only.  You must email us at joyceflowersbrentwood@gmail.com with photos of your concern and state what went wrong.  We don't do redos but if your concern is valid we will refund or partial refund. In most cases, we will respond to your request within 24 hours by email and phone to talk about the concern.  We have no problem reaching out to you as long as you give us a correct phone and email to email you.

RETURN & REFUND POLICY
THE PERSON WHO MUST CONTACT US IS THE PERSON WHO MADE THE ORDER NOT THE RECEIVER. We do not refund for stuffed animals or other gifts like purfume and pillows.  These items once opened or handled are no longer new and we can't refund. We do not refund for funeral flowers or wedding flowers that were used for the event. If you have questions or concerns your can:

Call us: 925-848-1938

Email us: joyceflowersbrentwood@outlook.com

We refund the person who purchased the flowers and do not give money to the receiver of the flowers.  We don't do re-do's either.  You must email us with product photos within 24 hours of your delivery and state your concern.

OUR POLICY ON FLOWERS:
As flowers are perishable goods, and our refund policy is as follows:
THE PERSON WHO MUST CONTACT US IS THE PERSON WHO MADE THE ORDER NOT THE RECEIVER and IT MUST BE WITHIN 24 HOURS OF DELIVERY.

We take special requests like texting photos ($15.00) and doing extra and above the call of duty requests, like expidited delivery (50.00), however, in busy holiday times we don't have extra time and will let you know if we don't have the time but we will take each request into consideration. We do have the right to refuse service to anyone if we feel they have financially harmed us in the past and also to inforce our policies to insure we make profit. We strive to provide good, fair service to all our customers. If we have time, we will provide the flowers at earliest delivery in the morning, but if we are slammed with orders we might deliver later in the day.  We always want our customers happy because it's good will for our business and want to make you happy, so call and if we can we will do it.

Substitution Policy Fresh Flowers:  We are committed to delivering your important emotional sentiments on time and as fresh and beautiful as possible. Because of the nature, seasonality, and regional availability of flowers it is sometimes necessary to make substitutions of equal or greater value. We will make every effort to maintain the "look and feel" of the arrangement by considering the overall shape, size, style, and color combinations. In single-variety arrangements, the variety will take precedence over color. For instance, if an order is for yellow daisies, they will substitute another color of daisies, not another yellow flower. White roses and cream roses may be substituted for each other as well as peach roses and pink roses. Purple and pink orchids may need to be substituted for white orchids and visa versa. Sometimes flowers are not available in the flower mart in SF where we buy our flowers so we may have to change it.  We generally call customers to let them know if possible. Most of our arrangements were made at one time and sent out to customers so we know the arrangements and the flowers to use, we don't guarangee stem count in mixed arrangements, but we do in rose vases, such as dozen rose vase you will get a dozen roses. Etc. 

If someone is not home, we place the flowers on the step in the shade.  We do knock several times and call the customer too.  We have never had flowers taken from the doorstep by others.  In most cases the flowers look like a decor item from the street, we will however place behind a pot or post.  This is a small florist and we don't do 100s of orders per day in one area.  We want to know our customers personally and build relationships if they want that too.  We take photos at the delivery when the person is not home to show the arrangement was delivered in good will. 

Plants: 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 color. Containers for plants will be as close as possible but we sometimes have to change the container if sold out or no longer available.
Gift Baskets: Substitutions within a basket may be made with items of greater or equal value if necessary to guarantee freshness and timely delivery. 

Delivery Policy Specific Times: We are unable to guarantee delivery at a specific time, but we are normally able to deliver within four to five hours on orders. You may request a time frame in the special instruction box when ordering, and we will do our best to accommodate your request, however, on busy holiday times we have a policy that is stated and explained below that we cannot guarantee a time on a holiday such as Mother's day or Valentines day because our routes are determined by location and not customer requests.
If by chance we have a delivery problem our policy is to return the funds the next business day as long as delivery was our mistake, however, if given the wrong address or if left and then the customer calls we can not give refund as this is not our problem to solve any longer.

Holiday Policy - During special holiday times like Valentines day or Mother's day or any holiday where we are doing a large volumn of orders we sometimes ask our customers to make the order themselves online.  The reason we do this is to service all the customers and make sure that the information put into the system reflects the correct addresses and delivery date and phone number contacts.  On Holiday periods we cannot deliver at a special time as our routing schedule randomly picks the route the orders come in and makes the list by distance and location of the delivery.