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Shipping & Returns


At Esor Atelier, we understand that receiving your order in a timely manner is important to you. Due to the hand-crafted and made-to-order nature of our products, please note that the processing time for your order may vary depending on the complexity of the customization options chosen at check-out or during busy seasonal periods. In order to provide you with the best quality service, we try to process all orders within 24-72 hours, however depending on the complexity of the customization options chosen or the current volume of orders during busy seasonal periods, the processing time may take up to 3 days. Rest assured, we strive to complete this step as quickly as possible without compromising the quality of your personalized gift.

If you have chosen same-day delivery and ordered before the cut-off time of 10am EST, and for any reason we are unable to process your order, we will promptly contact you to discuss options.

    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 and preference.

    Once your order has been customized and quality checked, it will be carefully packaged to ensure its safe delivery. We work with trusted shipping partners to ensure that your order reaches you in a timely manner. The delivery time will depend on your location and the shipping method chosen at checkout. We ship all orders with tracking allowing you to follow the progress of your order from our atelier to your destination. Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. This will allow you to track the progress of your package and estimate its arrival date and approximate time. For local hand-deliveries we keep you informed of expected delivery date and time. For same day deliveries in Greater Toronto Area (GTA) please contact us via our live chat service below or via email: info@esoratelier.com

    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. 

    COVID-19/Pandemic Shipping Delays:

    Due to the nature of the COVID-19/Pandemic 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.


    Esor Atelier's preserved (eternal) roses and other flowers are 100% real roses and other florals 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. Please refer to our Terms Of Service for additional details.

    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 and videos 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).


    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.


    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. 


    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 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


    If you have any questions or concerns about the shipping process or the status of your order, please don't hesitate to contact our customer support team at info@esoratelier.com. We are here to assist you and ensure that your personalized gift arrives in perfect condition.

    Thank you for choosing Esor Atelier for your unique and personalized gifts. We appreciate your patience during busy periods and guarantee that we will do our best to deliver your order as quickly as possible.