Terms & Conditions

Terms & Conditions

IMPORTANT INFORMATION, PLEASE READ CAREFULLY BEFORE PLACING AN ORDER. By placing an order with Sola Wood Flowers, you acknowledge that you agree to the terms and conditions outlined here. 

Production times for our custom products vary. Please check the relevant product page and associated wait times prior to placing your order. The wait times will display when the relevant option is selected. For example, navigating to a custom bouquet product and clicking on "Build It For Me" will display bolded red text that shows you what our current production wait times are.

Our team works Monday - Friday during business hours only. If you place your order after 3:00pm MST, the order will be received the following business day.

You will receive email confirmation with tracking information as soon as your order is shipped.

Non-custom orders tend to ship between 1 - 2 business days. This may be longer during peak or flash sale periods. Rest assured we are working hard each day to get every order out in a timely manner. 

If you have any questions at all about this policy, please contact us!

Shipping Policy:

Free Shipping offers only apply to orders within the USA.

Once a package is shipped we will try to answer any tracking questions, however some questions may be more suited for the postal carrier in which case we will direct you to them. If your order has been fulfilled and is tracking as delivered, but you don't have your order please contact the shipping carrier to inquire, as they may be holding on to it after a failed delivery attempt. 

Shipping Address:
Please make sure to include your complete address and do not use any abbreviations. We need your full address to ensure delivery including full name, building name (if applicable), house/apartment number, street name, town/city, state, and zip. Please make sure all addresses are in the correct format for your local postal services as they use machinery that reads zips and addresses on labels for sorting. Any incorrect address information can cause parcels to be lost in transit.

If you provided an incorrect address at checkout and we shipped your package, unfortunately there is nothing we can do unless the parcel is returned to us. If the parcel is returned to us, we will contact you once we receive it. Any parcels returned to us as a result of incorrect address information or being uncollected at the post office will be subject to a further shipping fee prior to being reshipped.

Please carefully review your order confirmation email to ensure you provided us with the correct address, as the address entered at checkout is the address we will ship to. If you need to contact us about an address change we are happy to change the address in our system. If we are unable to change the address prior to the order shipping or if the order is too far in production your order may be delivered to the original address.

Return Policy:

All sales final on RIP products. No returns, refunds, exchanges or additional credit can be issued for these items.

We are unable to apply current promotions to backdated orders.

Damaged Flowers:
In the rare event that your SWF product arrives damaged, we recommend you try to fluff, trim or reshape your flowers. The flowers are fragile, damage can and does happen. We will do our best to assist you with tips and tricks to get your flowers into proper shape.

If your flowers aren't in perfect shape when they arrive, spray the flowers lightly with water or dip them quickly (don't soak them). When the petals are slightly wet, reshape the flowers and allow them to dry. Some petals on the backs of flowers can be plucked or cut off with little cosmetic difference. Damage on the back of the flower will not be seen once part of an arrangement. Please see our blog to learn how to reshape flowers.

In the event that your flowers cannot be reshaped with fluffing and trimming, a gift card or reship may be offered. If you email our customer service department looking for a replacement, please be sure to include photos of the front of your flowers after trying our recommended tips and tricks to reshape your flowers.

Keep in mind, our products are made from VERY soft wood. We keep a quality standard and pack our products with extra care and love...however, during the shipping process sometimes broken or smashed petals, chips and other minor cosmetic issues can occur and would not be eligible for replacement. No two flowers are alike, and customers should expect variances in shape and size, as with real flowers. Not every flower will be perfectly round every time and we do not guarantee perfect wood flowers as these are handmade.

Dyed Products:
Expect the colors to vary slightly from what you see on our website as every computer screen/phone displays color differently. Since every flower is hand dyed, no two batches will be perfectly identical. We cannot color match for products purchased from other companies. In the rare event that you are not satisfied with your color, we suggest purchasing a can of spray paint in the desired color and LIGHTLY spraying the flowers.

Upon receiving any dyed product, promptly remove your flowers from the sealed packaging. Our products are an organic material - they are not foam, therefore they will mold if left contained for an extended period of time. We will not reship orders for moldy flowers that have remained sealed in their original packaging.

Combining and Editing Orders:

Due to the large volume of orders received on a daily basis, we cannot combine multiple orders. We are not able to make changes to any orders once they are placed. Once an order is placed it is final, and subject to our cancellation/refund policy. We may combine orders at our discretion. 

Sale Refunds, Discount Codes & Placing Orders:
Often times, sales are run for a limited time for a number of different reasons. If you purchase an item at full price and the item goes on sale we cannot offer a refund or a credit for the difference. Once an order is placed it is final and we typically cannot substitute products or add missing/forgotten items to the same order. 

We reserve the right to change our products, pricing, sales, promotions and discount codes at any time.

Sola Wood Flowers Account:
We recommend prior to ordering, you set up a Sola Wood Flowers account on our site. This will allow you to keep track of your current and previous orders. Please use this to keep your contact and mailing information updated, as we are unable to make changes after your order has been shipped. If you place an order without being logged into your account, please be aware that we are unable to add the order into your account. However, even if you don’t see the order in your account as long as you received an order confirmation email, we have received your order.

Customer Service:
If you have any additional questions, please reach out to our customer service department. Our customer service team members work hard to answer emails during business hours on Mondays through Fridays.

Cancellation policy

Our cancellation policy is case to case basis. Generally, we do not allow cancellation as all orders will be forwarded to our Production Team as soon as it's placed. 

SHIPPING POLICY

All in-stock/non-custom products ship within 1 - 3 business days. Made-to-order/custom products such as Build It For Me orders require us to build these products to your order specifications. Please see the specific product page and relevant displayed production times. These may range from as little as 7 days to 35+ business days. Shipping times may range depending on order volume.

Free Shipping offers only apply to orders within the USA.

***** Return Policy:
Due to the fragile nature of our products, products cannot be returned at this time. If product received was defective in any way, please see our policy regarding damaged flowers below.

In the rare event that you order arrives damaged or with missing items, we are happy to replace the damages, reship the missing items, issue a store credit or accept a return provided we are alerted within 15 days of receipt.

***** Refunds & Exchanges Policy:
Exchanges, refunds and credits will not be given after 15 days of receiving a product.

All sales are FINAL on RIP products.

We are unable to apply current promotions to backdated orders.

***** Damaged Flowers:
In the event that your SWF product arrives damaged, we suggest fluffing, trimming or reshaping your flowers. The flowers are fragile, damage can and does happen. We will do our best to assist you with tips and tricks to get your flowers into proper shape.

If your flowers aren't in perfect shape when they arrive, spray the flowers lightly with water or dip them quickly (don't soak them). When the petals are slightly wet, reshape the flowers and allow them to dry. Some petals on the backs of flowers can be plucked or cut off with little cosmetic difference. Damages on the back of the flower will not be seen once part of an arrangement. See our video here on how to reshape flowers with water.

In the event that your flowers cannot be reshaped with fluffing and trimming, a gift card or reship may be offered. If you email our customer service department looking for a replacement, please be sure to include photos of the front of your flowers after trying our recommended tips and tricks to reshape your flowers.

Keep in mind, our products are made from VERY soft wood. We keep a quality standard and pack our products with extra care and love...however, during the shipping process sometimes broken or smashed petals, chips and other minor cosmetic issues can occur and would not be eligible for replacement. No two flowers are alike, and customers should expect variances in shape and size, as with real flowers. Not every flower will be perfectly round every time and we do not guarantee perfect wood flowers as these are handmade.

Please note that the items that will be approved for returns should be sent back as it is upon receipt. Refunds/Reshipments/Store credit will only be issued upon receipt of the returned item/s

If you have any questions at all about this policy, please email us.

PRIVACY POLICY 

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from solawoodflowers.com (the “Site”). 

Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
- Submitting pictures, contact us forms, etc is also information we will use to contact you. It will be stored.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information including credit card numbers, email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

When you use our live chat service or contact customer service, we will record this so we can provide a higher quality of customer service.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).


Sharing you personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioral advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

SMS/TEXT MESSAGE

Text Marketing and notifications: By subscribing to text notifications you agree to receive recurring automated marketing messages at the phone number provided. Consent is not a condition of purchase. Reply STOP to unsubscribe. HELP for help. Msg & Data rates may apply. More info view Privacy Policy and ToS.

Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.


Minors
The Site is not intended for individuals under the age of 19.

Contact us
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us.