Shipping & Returns

Shipping, Returns & Refund Policy

Order Processing Time

At Esor Atelier®, every piece is hand-crafted and made to order. Processing times vary based on customization level and seasonal order volume.

  • Standard processing: 24–72 hours
  • High-volume periods or complex customizations: up to 3 business days

We work efficiently while maintaining the highest standards of craftsmanship for your personalized gift.

Product Availability

We strive to ensure all listed products are available for dispatch. If an item becomes unavailable, we will contact you within 2 business days with the option to:

  • Exchange the product
  • Delay shipment
  • Cancel the order

Your preference will always guide the final decision.

Shipping & Tracking

Once customized and quality-checked, your order is securely packaged and shipped through trusted third-party carriers.

  • All orders include tracking
  • A shipping confirmation email is sent upon dispatch
  • Delivery timelines vary by destination, carrier, and shipping method
  • Paid expedited options may appear at checkout depending on eligibility

🇨🇦 Canada Shipping

  • Free Standard Shipping on eligible orders
  • Delivery times vary by region, courier, and seasonal demand
  • Expedited options (where available) appear at checkout

🇺🇸 United States Shipping

  • Free Standard Shipping on eligible orders
  • Standard delivery: 4–7 business days after dispatch
  • Tracking included
  • Expedited shipping unavailable for PO Boxes, APO/FPO/DPO, Alaska, Hawaii, and U.S. territories
  • USA Express Shipping (1–3 business days after dispatch) available where eligible

Delivery estimates are approximate and may vary due to carrier delays, customs, or peak seasons.

🇲🇽 Mexico Shipping

  • Flat rate: $65 CAD
  • Delivery times vary by region and customs processing
  • Tracking provided once shipped

🌍 International (Worldwide) Shipping

Worldwide shipping is available at flat rates (CAD):

  • Tier 1: $49.99
  • Tier 2: $99.99
  • Tier 3: $149.99

Rates and available options appear at checkout based on destination.

Duties, Taxes & Customs (International Orders)

Customs duties, import taxes, brokerage fees, and other charges imposed by the destination country are not included in product or shipping prices.

These fees are the responsibility of the recipient. Esor Atelier® cannot refund or reimburse customs-related charges.

Unforeseen Shipping Delays

While we aim to meet estimated delivery timelines, Esor Atelier® is not responsible for delays caused by:

  • Carrier disruptions
  • Weather conditions
  • Customs inspections
  • Labor issues
  • Government actions
  • Peak seasonal volume

Delivery estimates are not guaranteed. Customers are encouraged to monitor shipments using the tracking information provided.

Returns & Refunds

30-Day Return Policy (Eligible Products Only)

We want you to feel confident when shopping with us. For eligible products, we offer a 30-day return window from the date of delivery.

Eligible for Return

A product qualifies for return if:

  • It is not a preserved (eternal) rose or floral arrangement
  • It is not custom-made, personalized, or made-to-order
  • It is unused, in original condition, and in original packaging
  • The return request is submitted within 30 days of delivery

Not Eligible for Return (Final Sale)

  • Preserved (eternal) roses and floral arrangements (perishable goods)
  • Custom or personalized arrangements
  • Made-to-order items
  • Gift Cards (except where required by law)

How to Request a Return

Email info@esoratelier.com with:

  • Your order number
  • The item you wish to return
  • The reason for the return

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

Refunds

Once your return is received and inspected, we will notify you of approval or denial. Approved refunds are issued to the original payment method. Shipping fees are non-refundable.

Damaged Items During Shipping

If your order arrives damaged, notify us within 24 hours of delivery.

Email info@esoratelier.com with:

  • Order number
  • Photos of the shipping box
  • Photos of product packaging
  • Photos or videos of the damaged item

Claims submitted after 24 hours may not qualify for review.

Order Cancellations

Because our products are made to order, cancellations or modifications must be requested immediately after purchase. Once an order enters production or has shipped, changes may no longer be possible.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details. Esor Atelier® is not liable for orders delivered to incorrect addresses provided at checkout.

Please verify all recipient information before completing your purchase.

Questions?

For inquiries about shipping, returns, or your order status, contact us at info@esoratelier.com. We’re here to help and committed to ensuring your experience is exceptional.