Refund policy

 

LOTTA Flowers – Refund & Claims Policy

All sales are final and non-refundable.
Due to the perishable nature of fresh flowers and the customization of our products, we do not offer returns or refunds once an order is placed.

We take great care in packing and delivering high-quality blooms, but flowers are delicate—and some natural variation or minor imperfections may occur. Please be sure to watch our Flower Unboxing & Processing Video prior to your pick-up or delivery date. Flowers require hydration and care after transit to look their best, and this video outlines exactly how to prepare them.

Damaged or Missing Items

If your order arrives with significant damage or incorrect quantities, please notify us immediately, following the guidelines below:

  • For warehouse pick-up: Inspect your flowers before leaving. Issues must be reported on-site with detailed photos.

  • For deliveries: Submit a claim with clear, detailed photos within 1 hour of receiving your flowers.

To be eligible for a claim, items must:

  • Be in original condition and packaging

  • Be unused and unarranged

  • Include proof of purchase or a receipt

To submit a claim, please contact us at:
📧 info@lottaflowers.ca
📱 Call or text: (519) 608-5683

Claims submitted after the time window or without proper documentation may not be accepted. Please note: items returned to us without an approved claim will not be eligible for review.

Non-Returnable Items

We are unable to accept returns or exchanges on:

  • Perishable goods (flowers, plants, food)

  • Floral supplies or tools

  • Custom or personalized products

  • Personal care items (e.g. beauty products)

  • Hazardous or flammable goods

  • Sale items or gift cards

If you're unsure whether your item falls into one of these categories, feel free to reach out for clarification.

Refunds

Once we review your claim and accompanying photos, we’ll notify you of the decision. If approved, the refund will be processed to your original payment method. Please allow additional time for your bank or credit card provider to complete the transaction.

Questions?

We’re happy to help. Reach out to us with any flower-related concerns or questions at info@lottaflowers.ca