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Order Policies

Although this is not a fun part, it is important for us to let you know how we process our online and offline orders.   It is a very standard and just listing of policies that will help us explain to you how we will process your order.

This applies to all online and offline orders/bookings. Orders made in person, email or by phone with more than a two weeks notice, will receive a copy of this contact at a later time. It is understood that orders placed online or with less than a two weeks notice agree to these policies.  This functions as a contract between you, the client, and Katsura Designs. 

If you wish to purchase from us, but visit us in person first, you are more than welcomed to do so! Please contact us to schedule an appintment. We will be more than happy to help you.  

So here it goes:

By purchasing, booking our floral design services in Vancouver and the lower main land, or renting any of our products we understand that you agree to the following terms and conditions:

INTRODUCTION

1. We may revise these terms and conditions at any time by updating this posting.
   

 ORDERING FROM US

1. You can place an order with us by ordering via our online checkout process. You can also place an order by phone, email or in person in Vancouver, Richmond, Surrey, Maple Ridge, Langley, North Vancouver, West Vancouver, Coquitlam, Pitt Meadows, Abbostford, Port Moody, Port Coquitlam, Burnaby and Mission. As part of our checkout process you will be given the opportunity to check you order and to correct any errors that may have occurred. We will send you an order acknowledgement, detailing the products you have ordered. If you are giving us more than a two months notice before your event, you will still be able to make changes. Changes made less than a month before your event may not be guaranteed in availability of flowers or rentals, and no money can be refunded at this time if the change means ordering less arrangements for example. At this time (a month or less before your event) all your flowers and decor would have been ordered and paid for, and no refund can be made. We will do our best to accomodate your needs at this time, but no changes can be guaranteed with less than a 30 days notice before your event. Your order must be finalized 30 days before your event so we can order your flowers with enough time and have all your rentals ready. 
2. Last minute events and changes can still be placed, but we will let you know what availability exists or what changes can be made (if ordering extra boutonnieres, for example).
   
3. Our acceptance of your order takes place when we have reviewed your order and received your deposit or full payment. We will send you a send confirmation by email.
   
4. We may refuse to accept your order:
1. Where goods are not available for your event date;
2. Where we cannot obtain authorization for your payment;
3. If there has been a pricing or product description error; or
4. If we feel that obligations cannot be met.
5. To order goods through this website you must be at least 18 years of age.

PRICING

1. Prices include HST.
   
2. We charge separately for delivery, set up, take down, insurance, and other relevant charges if applicable. These charges will be shown to you at the checkout process. You will be able to select your choices for set-up, delivery and take-down.
   
3. Our prices are reviewed periodically and may change without prior notice. Price changes won't apply to all paid orders.
   
4. All our prices are given per unit unless otherwise specified (ie: in the case of a set, or a product that includes candles, mirrors, or other items.) Ceremony arrangements are quoted individually as well, you must change the quantity during your checkout process if you would like one arrangement on each side of the altar or head table.
   
5. Some vases are included for rental unless otherwise specified. They must be returned on the following business day after the wedding.
6. You can update a price of any quoted item if you´d like to make changes to it (ie: making an arrangement smaller, changing the flowers, etc). You will be sent a personalized quote by email once you have contacted us.

 IMPORTANT DELIVERY INFORMATION

It is your responsibility to ensure all delivery address/details for the recipient given are correct. The same applies for Event or Wedding set-up, you will need to provide the correct addresses, name of person in charge (or event coordinator), correct times, and a contact phone number. Katsura Designs cannot accept any responsibility or additional costs or lost time involved for non-delivery to the intended recipient/place or losses in such circumstances.

Ensuring that the contact person (coordinator or assigned recipient) is going to be at the delivery address, on the day of delivery/set up, and at the right time remains the responsibility of the sender. They should be informed of our delivery time in advanced.

Once the items and flowers have been picked up or delivered, Katsura Designs is not responsible for losses or damages.

PRODUCT AVAILABILITY AND SUBSTITUTIONS

While we commit to only show items on the website that are in stock, goods are subject to availability. Katsura Designs reserves the right to make substitutions in the event the flowers received are not of the quality suitable for your wedding, or if there has been any loss or damage to any rentals before your event day. In this event, the integrity of the proposed color scheme and/or design will be maintained and flowers or rentals of equivalent or higher value will be used.

The same applies if for any external circumstance we are not able to receive the flower or product you ordered (weather conditions, or importing issues, distribution delays, etc) therefore causing unavailability or poor quality. Katsura Designs is completely committed to find the best quality of flowers and products, and although we cannot guarantee the exact match at all times (i.e. seasonal or imported products), we will always strive to find the best one for the design or product that was purchased.

DESIGN AND COLOUR FOR FLORAL ARRANGEMENTS

While we give our best effort to match the design you have ordered we are subjected to changes in the tones and size of flowers. Being a product of nature we cannot guarantee an exact colour and size, and therefore the resulting design might be different than the original one. However, there will never be radical changes, or if needed to be we will notify you in advance.

RECEIVING THE PRODUCTS

Every order should be received and signed for the assigned person and by accepting it they agree that we are delivering the order according to our agreement. Any damage occurred after Katsura Designs has delivered will not be our responsibility.

If there is any damage in the glass vases that are delivered in any province of Canada, you must contact us immediately to notify us. You may be required to return the broken or damaged item to us, or to end a photograph perhaps by email so we can substitute properly. All complaints must be made within 3 days following delivery. After this time we cannot guarantee the substitution of your item/order. If you are requested to return an order or damaged product, we will refund postage costs if the goods provided are found to be at fault.

 REACHING US

The fastest method would be through an email to info@katsuradesigns.com, or by phone at 604-477-9030 (Maple Ridge, B.C)

 CANCELLATIONS AND RETURNS

1. If you wish to cancel your order:
1. You can notify us by email to info@katsuradesigns.com before we have sent the goods for/to you. Order cancellations must be done in writing.
2. Cancellations made 3 or more months before your event will receive full refund of money paid, minus non refundable deposit of 30%.
   
3. We understand this is a custom order and understand if balance is not paid in full 30 days prior to event, this contract may be canceled and all payments forfeited.
4. Cancellations made less than 3 months (90 days) prior to wedding date will receive no refund of monies paid.
5. Final payment date is on month before your event (same day, prior month).

LIABILITY

Katsura Designs reserves the right to cancel this contract if at any time we feel that the obligations cannot be met.  In the event of fire, natural disaster, tragedy or any other emergency, liability is limited to full refund of all monies paid.

RENTALS

All rentals are to be returned from 10:00 AM to 5:00 PM (unless otherwise agreed ahead up time) the following business day from your event or additional days of rental will be charged. All rentals should be returned in the exact conditions they were received. Vases should be clean and repacked, drip less candles are to be emptied, cleaned and repacked, wax is to be removed from candelabras, etc. In the event of any damage, it will be assessed and you may be invoiced up to the replacement cost.

A $50.00 CAN deposit is required on all orders and will be given back to you on the day you return the items, once they have been cleared from any damage. A credit card number will be requested as a guarantee for rentals, the voucher will be destroyed in your presence upon the safe return of all items. 

DAMAGE AND LOSES

In the case of damage or losses of any rented items, products or its packaging (boxes, bags, etc), we will first email you with the listing of the damage(s) and the total value owed to us. No charges will be made to your credit card without notifying you by email first.  We will send you an email and allow for a two weeks response, if we do not receive a response within the first week or two, we will make 3 phone call attempts.  If we do not receive a response during that time, we will proceed to charge your credit card for the loss/damage amount specified on the email we sent you. If you wish to substitute any boxes, bags or other damaged product/item, you may do so if the quality of your substitute is the same or better than the one you rented out from us. All damage/losses will be accounted for at the time of the drop-off, so you, or the person in charge of delivering, will have a copy of the total losses/damages, if any.  If we are doing the take-down for you, we will send you a detailed list of damages/losses by email, with the total value that we will charge on your credit card for this damage.

We recommend having a resonsible person in charge of all the rentals and packaging so you don't incurr in any extra charges. 

PRODUCT CHANGES AND ADDITIONS

You may make changes to your order up to 1 month before your event (in the case of Floral Designs) and at any time for rentals or purchases (as long as we have not yet sent out your order for delivery and there is availability for the product you are requesting. There is none additional fees for changes unless the new product, flower, vase, etc. is more expensive than the original one you ordered, or you change amounts or sizes. In this case you will be invoiced for any additional charges. Your order cannot decrease in size less than a month before your event (all your decor would have been ordered at this time and we are not allowed to cancel or change them).  If your order is increasing in size, less than a month before your event, we will do our best to accomodate your needs and respect the price. We will notify you if there's availability for your product or flowers in the same quality as the rest of your order.

 

If you have any questions about any of this policies, please contact us. We will be happy to assist you.

 

Katsura Designs