Return Policy

We accept orders over the internet or through our social media platforms based in Ottawa,ON. 

Lux Berry & Bloom wants your product to be delivered on time, in the best condition, every time.

We understand the importance of on-time delivery, fresh flowers, high quality gifts, and the happiness that they bring. We know that each product we deliver is a special message from you to someone you care about. 

 

Customer Support Centre

When customer service is required, our goal is to assist you as quickly and efficiently as possible. We have adopted an online customer support system instead of telephone calls, to provide faster response times.



The Lux Berry & Bloom Customer Support Centre can be reached using dedicated Live Chat operators on a 24/7 basis, or by email at luxberrybloom@gmail.com Our trained customer care staff will review your information and respond to you as quickly as possible.



Please provide your order number and a photo for any quality issues.

 

Please refer to the following policies for clear and accurate service:

If you received damaged flowers or other damaged products:

•    Please take a photo of the product and email the photo, along with your name, order number, and the nature of the issue to luxberrybloom@gmail.com

•    Quality complaints and/or deficencies must be received within 24 hours following delivery, due to the perishable nature of our products.



•    Once damage is confirmed, we will be happy to re-send a new product at our expense, or issue a store credit*. Please note that due to perishable nature of our product no refunds will be issued.

 

Order & Cancelation Policy

All changes and updates to your order should be done within one (5) hour of placing the order. Orders for Same Day Delivery or Next Nay Delivery cannot be amended or canceled. We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. Please double check all the information in your order when you place it.

Changes and updates that are requested after this one (1) hour period are not guaranteed. Any and all orders placed during peak holidays (Valentine's Day, Mother's Day, Christmas ) are final. 

Unfortunately during peak holidays it is extremely difficult to make changes to an existing order. We will make every effort, but change requests are not guaranteed.

 

Incomplete order: Orders placed with incomplete delivery information will be held until delivery information has been input. In the event that the delivery date selected is no longer available your order will be moved to the next available delivery date at the time that order was completed. Sorry, incomplete orders cannot be refunded. We will fulfil the order on the next available delivery date or issue a store credit* for a future purchase.

 

Orders placed outside of Canada:

Orders placed outside of Canada or with an international credit card for delivery to Canada will be charged in CAD. Provincial taxes of destination will apply.

*Store Credits cannot be applied towards taxes or delivery fees and are one-time use.