SHOP POLICIES

Our Policies:

At Scarborough Affair, your satisfaction is our priority. We are committed to secure and accurate order fulfillment, whether online, by phone, or in-store. Below are our terms of service and Return and Refund Policies. Please review to ensure a smooth experience.

Flower & Plant Substitution Policy:

  • Color Palettes: At Scarborough Affair, your satisfaction is our priority. While we strive to meet specific requests for flower varieties natural variability may require substitutions. Rest assured, any changes will maintain your chosen color palette, with products of equal or higher value to ensure your arrangement meets our high standards.

  • Plants Online: If a specific plant is unavailable from your online order, we'll reach out to you with substitution options that closely match your original choice. This way, you can select an alternative that aligns with your preferences and vision.

  • Plants Returns: Plants can be tricky! If you bought it green and brought it back brown, that’s on you—no returns, exchanges, or substitutions for plants purchased in-store, unless you contact us within a week of the original purchase.

Delivery Policy:

  • Claim Non-Delivery
    If you claim an order wasn't delivered, please allow 24-48 hours for us to investigate. Often, delivery was attempted but the recipient was unavailable. In such cases, we may redeliver. If no delivery attempt was made, you will receive a full refund. Unsubstantiated claims may be rejected.

  • Rejected Delivery
    If the recipient rejects the delivery for any reason—just like they might have rejected your heart—we can’t provide a refund or be held responsible. Sometimes, even the best bouquets face a little heartbreak!

  • Undeliverable Orders
    If our driver cannot reach the provided address, they will attempt to contact you or the recipient. If no resolution is found within 15 minutes, the order will be returned to our studio. We'll reach out to coordinate redelivery or pickup. Redelivery fees apply based on the delivery zone. If no response is received within 2 days, the order will be considered forfeit.

  • Quality
    We only send out flowers that we’d be excited to receive ourselves. But if something’s not quite right, just let us know—We are always happy to swap out a bloom or two for you! If there are concerns about the quality of the entire arrangement, please contact us within 24 hours of delivery for a possible replacement. No refunds, replacements, or bloom swaps will be provided after this period, nor for issues arising from improper care.

  • The Beauty of Fleeting Blooms

    Some of our flowers are nature’s short-lived treasures. While stunning, our delicate premium blooms last about 3 to 7 days, even with the best care. We take pride in sourcing unique, seasonal varieties to offer in our boutique, so some flowers might not be as long-lasting as those found at the grocery store. Their fleeting beauty is exactly what makes them so special.

    To enjoy them to the fullest, we recommend changing the water daily and keeping them away from direct sunlight, heat, and windows. We like to say: ‘They’ll last longer than an expensive dinner!’ If you prefer hardier blooms, just let us know at checkout—we’d be happy to design an arrangement using longer-lasting flowers. (Please note, this may affect the final look of the arrangement.)

  • Gate Code or Access Limitations: If the recipient’s location has a gate or access limitation, and we can’t gain entry, the flowers will be returned to the shop. We'll reach out to coordinate redelivery or pickup. Redelivery fees apply based on the delivery zone.

  • Order Accuracy: Please ensure all delivery details are accurate. Incomplete information may delay your delivery and could result in an additional fee. Alternatively, you might have to make a visit to us to pick them up—so let’s avoid that!

  • Same-Day Delivery: Orders must be placed by 1 pm PST. Deliveries are made between 12 pm and 5 pm PST.

  • Delivery Attempts: We make one delivery attempt—if the recipient isn’t available and you’ve approved leaving the flowers with a neighbor, we’ll do our best to find a secure spot. At businesses, we might hand them off to a coworker; at homes, we could leave them with a neighbor. If these options aren’t possible or if you’ve opted out of doorstep delivery, the flowers will be returned to our shop. We’ll then contact you to arrange redelivery or pickup. Please note that redelivery fees will apply based on the delivery zone.

  • Cancellations: Cancellations must be made before delivery. We do not offer refunds for orders with incorrect delivery details or for refused deliveries.

Returns & Credits:

  • Non-Perishable Products: We get it—things happen! We’ve got you covered. Merchandise may be returned for store credit or exchanged within 30 days of purchase, as long as you have your receipt or we can look up the order with your credit card. Please note that merchandise must be in perfect condition and in its original packaging. All items sold by Scarborough Affair are sold as-is, without any guarantees.

  • Cut Flowers: Due to their perishable nature, we do not offer refunds or guarantees. However, we can offer a refresh or bloom swap for underperforming flowers if contacted within 24 hours, but delivery fees are non-refundable.

  • Plants: Plants can be tricky! If you bought it green and brought it back brown, that one's on you—no returns for plants after a week of purchase. If brought back during first week of purchase we will exchange the plant for you.

Thank you!

Thank you for taking the time to review our policies. At Scarborough Affair, we’re dedicated to providing you with beautiful, high-quality arrangements and excellent service. We’re always here to ensure your experience is as delightful as possible. If you have any questions or need further assistance, don’t hesitate to reach out. We appreciate your trust in us and look forward to bringing joy through our flowers!