Order & Return Policy

ORDER & RETURN POLICY

Paeonia is different from your traditional neighbourhood florist. We operate a direct-to-consumer business model. Due to the high volume of orders we process daily and with direct sourcing from farms, our flowers are as fresh as they can be — arriving at our facilities 3–5 days after harvest. Our efficiency and low overhead allow us to offer beautiful flowers at better prices.

We accept orders through our website, by phone, via WhatsApp, and through Instagram direct messages. All arrangements are created by our professionally trained floral designers at our own production facilities, ensuring accuracy and consistent quality.

We understand the importance of fresh flowers, on-time delivery, and the happiness they bring. Each bouquet is a special message — and we’re proud to have a 98.7% customer satisfaction rate.

DELIVERY & QUALITY POLICY

At Paeonia, we want your flowers to arrive on time and in excellent condition.

In the rare event that you receive damaged flowers or an item of concern:

  • Please send a message to our email (paeonia.vancouver@gmail.com) with your order number, a clear photo of the issue, and a short description — within the same business day of delivery.

  • Quality-related claims submitted after the day of delivery will not be accepted due to the perishable nature of our products.

  • Once damage is confirmed, we will be happy to either:

    • Send a replacement at our expense, or

    • Issue a store credit for future use.

  • Refunds are not available, as all products are custom-made and perishable.

Our florists may make flower substitutions without prior approval, based on seasonal availability and freshness. However, rest assured — the overall colour palette and size of your arrangement will always match the original design and value selected.

Please note, we do not offer refunds for the following reasons:

  • “I thought the bouquet would be bigger”

  • “I no longer like the bouquet”

  • “The delivery arrived later than expected”

ORDER CHANGES & CANCELLATIONS

All changes or updates to your order must be made within 1 hour of placing the order. Orders for Same Day or Next Day Delivery cannot be amended or canceled.

We cannot process cancellations for any order that has already been prepared or sent out for delivery. Please double-check all order details before placing your order.

Orders placed during peak holidays (Valentine’s Day, Mother’s Day, Christmas, etc.) are final and non-refundable. Due to the high volume, we cannot guarantee change requests during these periods, although we will try our best.

INCOMPLETE ORDERS

Orders with missing or incomplete delivery information will be held until the necessary details are provided. If your selected delivery date is no longer available at that time, we will fulfill your order on the next available delivery date or issue a store credit. Refunds will not be issued for incomplete orders.

ORDER ON HOLD

If your order is placed "On Hold" and not sent out on the requested date, it cannot be canceled. It will be fulfilled on the next available delivery date, or a store credit will be provided.

If you have any questions or concerns, please contact our Customer Support Centre by Live Chat or email at paeonia.vancouver@gmail.com. Our support hours are 9AM – 9PM daily. We’re always happy to assist you.