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. Updated February 2018
Dyed flowers are dyed-to-order and wood items are made-to-order and ship upon production completion. We appreciate your patience during the time it takes to dye and/or produce your orders from receipt. Please see details below.
Production time varies. Check our homepage for current production time. Our team works Monday - Friday during business hours only. If you place your order after 5:00pm 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.
How long will it take to receive your order?
Processing Time + Shipping Time = Delivery Time
VIP service = faster production time from our production team
Priority shipping = faster delivery time from the postal carrier
Flat rate shipping = slower shipping at an affordable price
If your event is quickly approaching and you need to receive your items as fast as possible, we recommend upgrading to VIP service and purchase priority shipping.
When you place an order, it goes through production which may take up to 10 business days. During large sales and/or busy seasons, production times may extend beyond 10 business days; but rest assured we are working hard each day to get every order out in a timely manner. AFTER your order goes through production, it is then transferred to our shipping department where your shipping selection is applied to your order.
If you pay for priority shipping, this does not mean that you will get your order in the stated shipping time frame. The shipping time frame begins once we turn the package over to the shipping carrier, after production. By upgrading to priority, you are purchasing a faster delivery time from the postal carrier, NOT a faster production time from our production team. The only way to get your order to move through production quicker is to purchase the VIP service for an additional $20.00 (this is on top of priority shipping). If you have any questions at all about this policy, please call us before you place your order at 801-317-4983.
After production, your order will go to shipping which can take 2-14 business days depending on the shipping service you select at checkout.
DHL/First Mile Flat rate shipping (3-14 business days) is calculated by weight/dimensions. Here are our current U.S. shipping rates (updated on 2/20/18):
First Mile Flat Rate $5 shipping (0.0lb-1.5lb)
First Mile Flat Rate $7.50 shipping (1.51lb-2.0lb)
First Mile Flat Rate $9 shipping (2.01lb-3.0lb)
First Mile Flat Rate $12.50 shipping (3.01lb-5.0lb)
First Mile Flat Rate $15 shipping (5.01-8.0lb)
First Mile Flat Rate $18.50 shipping (8.01lb-10.0lb)
First Mile Flat Rate $20 shipping (10.01lb-15.0lb)
First Mile Flat Rate $25 shipping (15.01lb-20.0lb)
*USPS Priority Shipping 2-5 Business Day Shipping (rates will vary).
*Orders will still be subject to Sola Wood Flowers production times (see above).
Shipping within the U.S. is free with a purchase over $100. Free shipping will be sent via DHL/First Mile.
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 you believe it should have been delivered, please contact the shipping carrier to inquire, as they may be holding on to it after a failed delivery attempt. You can call First Mile at 1-888-993-8594 or email their support team at email@example.com. You can call USPS at 1 (800) 275-8777.
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.
Due to the fragile nature of our products, Sola Wood Flower products cannot be returned at this time.
Orders must be canceled within 24 hours to receive a refund to the original method of payment. After 24 hours, canceled orders will be issued an in-store credit only if the order hasn't yet gone to production. No refunds will be issued after 24 hours.
Refunds & Exchanges Policy:
Exchanges, refunds and credits will not be given after 15 days of receiving a product.
All sales final on Clearance, Scratch N' Dent items, Mystery Boxes, RIP bags, and BOGO items. No returns, refunds, exchanges or in-store credit can be issued for these items.
In the event that your SWF product arrives damaged, we will always suggest for you to 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. 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 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.
Our flowers come in 55 standard colors. You can expect the colors to vary slightly from what you see on our website as every computer screen/phone displays color differently. To see the best possible representation of color, we recommend purchasing one of our color sample boxes; you can purchase one flower in every color here, or you can choose a sample box of five colors here. However, 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 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. Dyed product takes a number of days to completely dry. We wait as long as possible for dyed flowers to dry before shipping (so that you get your order as quickly as possible) however, sometimes that means moisture may still be present. We will not reship orders for moldy flowers that have remained sealed in their original packaging.
Due to the large volume of orders received on a daily basis, we cannot combine multiple orders. Once an order is placed it is final, and subject to our cancellation/refund policy.
Sale Refunds, Discount Codes & Placing Orders:
Businesses are complicated. 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. You can email to request changes within 24 hours but we cannot guarantee that we will be able to accommodate your request (depending on how far the order has been processed in our warehouse). You must place a new order for your forgotten items and/or order changes.
If you forget to use a discount code, we cannot refund the difference, but we are happy to send you a gift card for the difference (request must be made within 24 hours of purchase). Discount codes do not apply to items on sale or clearance items, unless specified. Daily Deals are not subject to additional discounts. Gift cards are also non-discountable. Multiple discount codes cannot be applied 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.
If you have any additional questions, please reach out to our customer service department at firstname.lastname@example.org. Due to high volume of emails, please allow up to two business days for a reply; if you send a follow-up email, unfortunately this will place you back further in the queue. Our customer service team members work hard to answer emails during business hours on Mondays through Fridays.
Please do not use social media networks for customer communications or business inquiries, as we cannot guarantee a reply. We are unable to monitor order related questions on Facebook/Instagram posts, including live videos.
To stay informed on our coupons and sales so that you don't miss out, sign up for our newsletter or follow us on Facebook or Instagram. Text “SOLA” to 33222 to sign up for our text updates to be notified of FB live sales, Daily Deals, and other promotions.
Didn't find what you're looking for? Email us.
This page was updated on 2/20/2018