Concierge - Customer Service

All Sales Are Final Because each piece is handmade in small batches or as one-of-a-kind artwork, all sales are final. This helps support the sustainability of my practice as an independent artist. I do not offer refunds or exchanges for: • Change of mind • Size, colour, or style preferences • Minor variations inherent to handmade work (Those variations are part of the soul of the piece.) I encourage you to read descriptions carefully and reach out before purchasing if you have any questions. What if my order arrives damaged? If your piece arrives damaged or with an issue related to craftsmanship, please contact me within 7 days of delivery. Include: • Your order number • Clear photos of the issue • A brief description of what happened If the issue is confirmed, I will happily offer one of the following, depending on the situation: • A repair • A replacement (when possible) • A partial credit towards a future purchase My priority is to make sure your piece can continue its life with you. IMPORTANT Condition for exchange and repair Items: To be eligible for a exchange and repair, returned items must be received in their original packaging, complete with all tags attached and in unused condition. We reserve the right to refuse returns that do not meet these criteria. Check the repair info at Concierge for more.

All custom pieces, commissions, and personalized items are final sale and non-refundable. Because these works are created specifically for you, they cannot be resold or repurposed. Once a custom piece is approved or completed, it fully belongs to you. Other orders can only be canceled within 24 hours of purchase, and only if the item has not yet been shipped or begun production. Custom and commissioned work cannot be canceled once work has started.

I deeply believe in caring for art rather than discarding it. If your piece develops an issue over time, you’re welcome to reach out. Repairs due to craftsmanship issues may be covered, while repairs related to wear, accidents, or improper care may be offered as a paid repair service, depending on the materials and condition. Each repair request is assessed individually with honesty and care. What is considered normal wear? Because my work often incorporates delicate, natural, or mixed materials, signs of aging and wear can naturally occur over time. Normal wear includes: • Natural patina or softening of materials • Minor surface changes • Fabric, paper, or organic material aging • Metal or surfaces discolorations This is part of the living nature of handmade art. In this case, do you accept exchanges? No exchanges are offered at this time. Each piece is created with intention and priced to reflect its uniqueness and labor. What if something feels off? If something doesn't feel right with your order, I invite you to reach out. Thoughtful communication matters to me, and I approach every message with openness and care. While I cannot guarantee refunds, I will always listen and do my best to find a fair, respectful solution. IMPORTANT Condition for exchange and repair Items: To be eligible for a exchange and repair, the items must be received in their original packaging, complete with all tags attached and in unused condition within 15 days of purchase/delivery. We reserve the right to refuse returns that do not meet these criteria. Still have questions? You’re welcome to contact me (florafiora.shop/contact)before or after purchasing. I believe art is a relationship — not a transaction — and I’m grateful you’re here.

Do you ship internationally? Yes, international shipping may be available depending on the piece. Please note: • The customer is responsible of extra shipping fees (when shipped internationally) I will contact you by email to inform of the final cost of shipment • Buyers are responsible for any customs duties, import taxes, or fees charged by their country • Shipping times may vary depending on destination and carrier • Once an order is shipped, I’m not responsible for carrier delays The shipping price shown online may include only an estimated shipping fee, for international that amount can't be guaranteed. Any shipping amounts paid will be considered and credited toward any additional shipping costs or carrier charges, should they apply. My main shipping provider is Canada Post. In the event of a carrier strike, service interruption, or unavailability, I will contact you by email to discuss alternative shipping options and any related cost adjustments before proceeding. I may reach out by email to finalize shipping details or confirm any extra payments related to carrier fees. If you’re unsure whether a piece can be shipped to your location, I encourage you contact me before purchasing. How do you package your work? I package each order with care, intention, and respect for the piece. Whenever possible, I use: • Protective materials to ensure safe delivery • Recyclable or reused packaging • Minimal waste practices Packaging may vary depending on the nature of the artwork.

Yes. Local pickup is available in Vancouver - BC for online orders. Orders can be picked up at: Raven’s Veil 📍 831 Commercial Dr, Vancouver, BC V5L 3W6 Vancouver, BC, Canada Store hours: Wednesday12–7 p.m. Thursday12–7 p.m. Friday12–7 p.m. Saturday12–7 p.m. Sunday12–4 p.m. Monday Closed Tuesday Closed Once your order is placed, I will prepare your piece and notify you by email or text message when it is ready for pickup. Please wait for this confirmation before coming by, as pieces are prepared individually and pickup availability may vary. Local pickup helps reduce shipping costs and packaging waste, and I’m grateful for the chance to hand your piece to you directly.