SHIPPING & PICK UP POLICY
Thank you for shopping with Kokoro Florals.
Local Pick-Up
We currently offer free local pick-up for all floral products in Richmond Hill, Ontario (Elgin Mills & Leslie area).
After your order is placed, we will contact you within 24 hours to confirm your order details and arrange a convenient pick-up date and time. The full pick-up address will be provided during confirmation.
Local Delivery
Local delivery is available within Richmond Hill and nearby areas:
Within 5 km – CAD $15
Within 10 km – CAD $25
Once your order is received, we will contact you within 24 hours to confirm delivery details and arrange payment for the delivery fee.
Shipping
Shipping may be available for select products. Shipping fees vary depending on the destination, package size, and delivery requirements.
If you require shipping, please contact us for a personalized quote prior to placing your order. We will be happy to discuss available options and provide an estimate.
If you have any questions regarding pick-up, delivery, or shipping, please feel free to contact us. We are always happy to assist.
RETURN POLICY
Due to the perishable nature of fresh flowers and customized floral products, all sales are generally final. However, customer satisfaction is important to us, and we will do our best to resolve any concerns.
Damaged or Incorrect Orders
If you receive an incorrect item or your order arrives damaged, please contact us within 24 hours of delivery. Photographs of the item may be required for assessment.
Fresh Flower Orders
Fresh flowers are natural products and may vary slightly in colour, size, shape, and bloom stage from the photos shown on our website. These natural variations are not considered defects.
Preserved Flowers & Custom Floral Designs
Preserved flowers and custom-made arrangements are handmade and may vary slightly from product images. Custom orders are non-refundable once production has begun.
Delivery Issues
Please ensure that all delivery information is accurate when placing your order. We are not responsible for delays or unsuccessful deliveries resulting from incorrect addresses or recipient information provided by the customer.
Approved Refunds
If a refund is approved, it will be issued to the original payment method. Processing times may vary depending on your financial institution.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided preparation or production has not yet begun. Custom orders may not be eligible for cancellation once work has commenced.
Contact Us
If you have any questions regarding refunds, returns, or cancellations, please contact us at: kokoro.florals@gmail.com