Julia Rohde Designs strives to provide the best customer service to our clients. We understand and appreciate the concerns of Internet shoppers regarding the security and proper fulfillment of their orders. We have established these terms and conditions, and detailed return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed and our terms and conditions related to any order placed by phone, on our website or in our shop. 

Customer Care of Flowers + Quality

The product we work with is perishable and given the natural life of the flowers, proper care is required after the arrangement is delivered to the customer. See our Flower Care Guide for instructions on keeping your flowers fresh after delivery. Julia Rohde Designs guarantees each arrangement will be delivered fresh. No refunds or replacements will be made for any orders already received, delivered and enjoyed. Should there be any question regarding the quality or product used at the time of delivery, customers should notify Julia Rohde Designs and will be required to provide photos as proof of any quality issue. If the customer has picked up the floral arrangement or plant, it is the responsibility of the customer to then care for the flowers once it has left the store. No refunds will be given if the customer has any question of the quality of the arrangement after the time of pick-up or delivery of the arrangement.

Substitutions

Julia Rohde Designs will always attempt to fulfill an order as closely as possible. However if the container, flowers, plants or other items that comprise the order are unavailable, Julia Rohde Designs reserves the right to make substitutions with content equal to the original value of the order. When a customer purchases one of our arrangements, this means that the customer is allowing Julia Rohde Designs to use flowers types and colors they have on-hand to work with while trying to keep the arrangement as similar as possible. This may mean that the recipient does not necessarily receive an arrangement identical to what is pictured though every effort is made to do so. In cases of specialty items, such as types of flowers or items in a ceramic container, a different flower or container with similar value will be used.

Order Cancellation

Should any customer place an order through Julia Rohde Designs and then need to cancel the order, the cancellation must be made 72 hours prior to the delivery of the order. The flowers are sourced and purchased less than 72 hours from the order placed, so if the cancellation is made prior to 72 hours, no refund will be issued. If the cancellation is received after the order is delivered, no refund will be issued. Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new address information so that the order can then be properly delivered using correct information. If the new address is outside of the delivery range and Julia Rohde Designs cannot deliver it, it will be returned to our shop where the customer will be responsible for picking up the arrangement the following day. No refunds will be issued for incorrect address information provided. Should the customer need the arrangement redelivered the following day, the customer agrees to pay a second payment for the original delivery fee amount to be charged to the credit card on file.

Incorrect Address + Re-Delivery Charges

Julia Rohde Designs is not responsible for deliveries to incorrect addresses due to the customer providing incorrect address and delivery information. If the address information needs to be changed and the arrangement needs to be redelivered, the customer will be charged the same original delivery fee using the credit card on file and the arrangement will be delivered the following day. The customer may also arrange to pick-up the arrangement from our shop the following day.

Delivery Requests

The customer assumes all liability for requests to leave arrangements. We highly discourage special instructions requesting delivery to a doorstep, porch, yard or any location where the recipient cannot accept the arrangement at the time of delivery. Julia Rohde Designs cannot be held responsible for missing, damaged or any perished flowers due to this special request and will not be liable for any refunds of arrangements with these special requests.

Order Refusal or Rejection

Julia Rohde Designs is not responsible for any order where the recipient refuses to accept the item. Julia Rohde Designs will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

Order Delivery Not Received

If any customer claims an order was not delivered, we ask that we are given at least 24 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbors were available to accept the order. Our delivery team will take pictures of the arrangement that was delivered to the address specified by the customer, so in the event that we do have sample imagery of the delivery, Julia Rohde Designs will not be held liable for the arrangement and the customer will not be eligible for a refund. 

Fraudulent Orders

Julia Rohde Designs reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent. When Julia Rohde Designs receives an order, we review the entire order and periodically compare the information provided to us with the bank of the person placing the order. If we determine that fraudulent information is provided we will send an email or phone call to the sender to inform them of the situation to determine if the information was provided in error.