Shipping & Returns

SHIPPING

In order to provide you with the best quality service, we try to process all orders within 24-72 hours. Due to the hand-crafted and made-to-order nature of our products, it may take longer however we will get in touch with you to discuss the status of your order. We ship all orders with tracking allowing you to follow the progress of your order from our atelier to your destination.

    We try to ensure that all products listed on the site are available in stock for despatch to the buyer.  However in case the same product is not available for any reason, we will contact you within 2 business days and give you the option to exchange, delay or cancel the order based on your convenience.

    Although we do our best to ensure your product is perfect from the moment we create it to the moment you receive it, please be advised that Esor Atelier is not liable for the diminished value of the product due to improper handling by the courier service provider or improper aftercare or handling of the product (this includes, but is not limited to, not adhering to the provided usage and aftercare instructions) or broken glass, or accidental damage by the customer.

    For same day deliveries in Greater Toronto Area (GTA) please contact us via our live chat service below or via email: info@esoratelier.com

    COVID-19 Shipping Delays:

    Due to the evolving nature of the COVID-19 restrictions, you may experience shipping delays of your order.  Continue to check your order status with the tracking number provided. Thank you for your understanding.

    RETURNS

    Esor Atelier's preserved (eternal) roses are 100% real roses and therefore are classified as perishable items, meaning that we cannot accept returns, refunds or exchanges. Additionally, any customized arrangements are also cannot be returned, refunded or exchanged.

    If you receive the product damaged due to shipping, please take pictures of the shipping box, the product packaging and the product within 24 hours of receiving the product. Please send all pictures with your order number to info@esoratelier.com and we will look into your request. 

    Returning a Gift Card

    Gift Cards are not returnable after purchase (except as required by law).

    ORDER CANCELLATION

    In order to provide the highest possible level of service, we strive to process all of our orders as swiftly as possible and due to the made-to-order nature of our products, if you place an order and decide that you have changed your mind, there is a very small window of opportunity to notify us before your order is prepared & dispatched. If you would like to cancel or change your shipping details, please contact us at info@esoratelier.com as soon as possible after placing your order.

    WRONG ADDRESS DISCLAIMER

    As a customer, you are responsible for providing the correct email and shipping address at the time of purchase. We are not liable for incorrect shipping details and for orders sent to wrong addresses. We kindly request to double check your recipient address at the time of placing an order. 

    DUTIES AND TAXES

    Countries may impose a customs duty and import tax on goods from abroad. These customs duties and import taxes are beyond our control and are paid to the governing state/province of the country in which you reside. Unfortunately, we cannot offer refunds or future accommodations for customers receiving customs duties or import taxes. 

    PRODUCT PRICING

    Product prices listed on the website are current. While every care has been taken to label the products accurately, errors in data entry and updating may occur. We reserve the right to cancel the order incase a transaction has been made where the price indicated was not the correct price. In the rare event that happens, we will give a full refund of all money received from the customer.

    Prices are subject to change without advance notice.

    All prices on this web site are in Canadian Dollars, please use currency converter to change the currency to your liking, however charges will be in Canadian Dollars. For international cards used on the site, the banks applicable exchange rate and charges will apply. We have no jurisdiction on this and any disputes or queries on exchange rates and bank charges need to be directed to the bank or institution that issued your card or payment instrument