Policies

General Policies:

At Rook & Rose we use only the freshest flowers available each season. For this reason, we may need to make small substitutions to your online order. We will always ensure that the style, look and colour palette of your arrangement is maintained. If we feel that any substitutions will affect the overall aesthetic of the design you selected, you will be notified before your flowers are delivered.

Rook & Rose will happily exchange vaseware or home accessories within 7 days, provided items are unused and in their original packaging. Because our floral arrangements are custom made to order, we cannot accept any returns on fresh products. If an item arrives damaged, a claim must be made within 24 hrs in order to be eligible for replacement. All apothecary and discounted items are final sale.

 

Delivery and Shipping:

Shipping is available within Canada and USA on all Accessory and Apothecary items, as well as select Vasewear. These items will ship within 48 hours and typically arrive within 1-2 weeks. For rushed shipping, please phone us during store hours to discuss options and rates based on your specific location.

Local delivery is available 7 days a week within the Greater Victoria Area (excluding major holidays). Any order placed before 1pm PST guarantees same-day delivery.

Please note any delivery time preferences (Morning, Afternoon, Evening) in the 'Card Message / Special Instructions' field during the check-out process and we will do our best to accommodate your request. If you require a strict one hour delivery window, a $20 Rushed Delivery fee will be added to your order.

 

Gift-wrapping:

In addition to your order, our complimentary enclosure cards are hand-typed and perfectly express any sentiment of 150 characters or less.

All plants and flowers are delivered gift wrapped with natural kraft paper, white rice paper, white tissue paper and cotton twine.

Complementary gift wrapping is also available on Accessory and Apothecary items being shipped. To request gift wrapping, please include that detail at checkout in the section titled 'Card Message / Special Instructions'. 

 

Weddings:

At this time, Rook & Rose can accommodate a maximum of three weddings per week. Weddings are booked on a first come, first serve basis and a non-refundable deposit of $1000 is required to save your date. If your order is less than $1000, a deposit of 50% is required. All payments can be made out to Rook & Rose.


Loft:

We require a full payment to secure all Loft bookings. Prices include tax and standard cleaning fees.

Rescheduling requests may be accommodated with a minimum 48 hours notice, after which alternate dates must be confirmed as soon as possible, pending Loft availability. Bookings cancelled within 48 hours of the booking date are non-transferable and non-refundable.