Shipping & Returns

Order Processing Time

At Esor Atelier, each product is hand-crafted and made to order. As a result, processing times may vary depending on the level of customization selected at checkout and seasonal order volume.

We aim to process all orders within 24–72 hours. During busy periods or for more complex customizations, processing may take up to 3 business days.

We strive to complete this step as efficiently as possible without compromising the quality of your personalized gift.

Product Availability

We make every effort to ensure that all products listed on our website are available for dispatch. In the unlikely event that an item is unavailable, we will contact you within 2 business days and offer you the option to exchange the product, delay shipment, or cancel the order.

The final decision will always be based on your preference.

Shipping & Tracking

Once your order has been customized and quality-checked, it will be carefully packaged to ensure safe delivery. We work with trusted third-party shipping partners to deliver orders efficiently.

All shipped orders include tracking, and a shipping confirmation email with tracking details will be sent once your order has been dispatched. Delivery timelines vary based on destination, shipping method, and carrier.

Paid faster carrier options with calculated rates and estimated transit times may be available at checkout, depending on destination and eligibility.

🇨🇦 Canada Shipping

We offer Free Standard Shipping within Canada on eligible orders.

Delivery times may vary depending on destination, courier service, remote location access, and seasonal demand. Paid expedited shipping options, where available, will be displayed at checkout.

🇺🇸 United States Shipping

We offer Free Standard Shipping to the United States on eligible orders.

  • Standard delivery: Estimated 4–7 business days after dispatch

  • All U.S. orders include tracking

  • Expedited shipping is not available for PO Boxes, APO/FPO/DPO addresses, Alaska, Hawaii, or U.S. territories

USA Express Shipping is available as a paid option at checkout, with an estimated delivery timeframe of 1–3 business days after dispatch, where eligible.

Delivery times are estimates only and may vary due to destination, carrier delays, customs processing, or peak seasonal periods.

🇲🇽 Mexico Shipping

We offer shipping to Mexico at a flat rate of $65 CAD.

Delivery times vary depending on destination, carrier, and customs processing. Tracking is provided once the order has shipped.

🌍 International (Worldwide) Shipping

We offer worldwide shipping at flat rates. All prices are in Canadian Dollars (CAD).

  • Worldwide Flat Rate – Tier 1: $49.99 CAD

  • Worldwide Flat Rate – Tier 2: $99.99 CAD

  • Worldwide Flat Rate – Tier 3: $149.99 CAD

Available shipping options and rates will be shown at checkout based on destination.

Duties, Taxes & Customs (International Orders)

Customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are not included in the purchase price or shipping fees and are the responsibility of the recipient.

Esor Atelier™ is not responsible for customs-related charges and cannot offer refunds, reimbursements, or future accommodations related to duties or taxes.

Unforeseen Shipping Delays

While we make every effort to meet estimated delivery timelines, Esor Atelier™ is not responsible for shipping delays caused by circumstances beyond our control, including but not limited to carrier delays, weather conditions, customs inspections, labor disruptions, government actions, or periods of high shipping volume.

Delivery estimates are not guaranteed and should not be relied upon as exact delivery dates. Customers are encouraged to monitor their shipment using the tracking information provided.

Returns & Refunds (All Sales Final)

Esor Atelier’s preserved (eternal) roses and floral arrangements are made from 100% real florals and are therefore classified as perishable goods. As a result, all sales are final.

We do not accept returns, refunds, or exchanges on:

  • Preserved (eternal) roses or floral products

  • Custom or personalized arrangements

  • Made-to-order items

Please refer to our Terms of Service for additional details.

Damaged Items During Shipping

If your order arrives damaged as a result of shipping, you must notify us within 24 hours of delivery.

To submit a damage claim, please email info@esoratelier.com with:

  • Your order number

  • Clear photos of the shipping box

  • Photos of the product packaging

  • Photos or videos of the damaged product

Claims submitted outside of the 24-hour window may not be eligible for review.

Gift Cards

Gift Cards are non-refundable and non-returnable, except where required by law.

Order Cancellations

Due to the made-to-order nature of our products, orders are processed promptly after purchase. If you wish to cancel or modify your order or shipping details, you must contact us at info@esoratelier.com as soon as possible after placing your order.

Once an order has entered production or has been dispatched, cancellations or changes may no longer be possible.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping and contact information at checkout. Esor Atelier™ is not liable for orders delivered to incorrect addresses provided by the customer.

Please ensure all recipient details are correct before completing your purchase.

Questions?

If you have any questions or concerns regarding shipping options, delivery timelines, returns, or the status of your order, please contact our customer support team at info@esoratelier.com. We are happy to assist you and will do our best to ensure your order arrives safely and in excellent condition.

Thank you for choosing Esor Atelier. We appreciate your trust and remain committed to delivering thoughtfully crafted, high-quality products.