Customer Service Info Page
As a local small business we try our best to do our best - Unfortunately, we do not always succeed. Our goal has always been to create a lasting relationship with everyone we come in contact with. Whether we want to admit it or not, life sometimes happens and we sure make mistakes.
While we sincerely hope that our mistakes will not affect you, when it happens - please allow us to fix it. Please find the answers for some of the most common questions. For anything else, please call, email or visit us at 12811 Westheimer Rd.
Can I cancel my order?
Every delivery or pick-up order can be cancelled 1 (one) day before scheduled delivery. Simply call us at 281-761-6300 or email us at hello @ scentandviolet.com . Your payment will be refunded in full.
Bulk and/or event orders can be cancelled 21 days before scheduled delivery/pick-up date for full refund. If you’re cancelling your bulk / event order 3 days – 20 days before scheduled delivery/pick-up date we will issue store credit to be used in the next 12 months. Any bulk/event order that is not timely cancelled will not warrant refund.
Can I reschedule my order?
Every delivery or pick-up order can be rescheduled 1 (one) day before scheduled delivery. Simply call us at 281-761-6300 or email us at hello @ scentandviolet.com .
Bulk and/or event orders can be rescheduled 21 days before scheduled delivery/pick-up date.
Can I return or exchange my product?
Our perishable products cannot be returned. Perishable products include: flowers, plants, balloons, and food products. If your product is damaged or you are unhappy with the quality of the product, please see our complaint / quality policy bellow.
Our non-perishable products can be returned and or exchanged within 30 days of the receipt provided they’re unused and undamaged. Simply call us at 281-761-6300 or email us at hello @ scentandviolet.com to start return/exchange procedure.
My Flowers / Plant don’t look great. What do I do?
However, stuff happens sometimes and at Scent & Violet we stand behind our product even when Mother Nature fails. For quality issues and/or damaged product we offer replacement or refund.
Flower arrangements: Full refund and/or replacement of damaged products within 7 days of the delivery date;
Plants: Full refund and/or replacement for damaged products within 14 days of the delivery date;
Food Baskets: Full refund and/or replacement of damaged products within 7 days of the delivery date
Other Gifts: Full refund and/or replacement for damaged products within 14 days of the delivery date
I requested delivery before noon, but my flowers arrived later
We do not offer and or guarantee specific time requests. For more information and questions about our delivery service please visit our delivery page
My flowers do not look like the picture
While we try to recreate our arrangement exactly each and every time, flower availability changes daily and we occasionally have to make substitutions. If you feel we made the mistake, please do not hesitate to contact us
Why do you charge delivery fee ?
Our delivery is additional service for a fee. Our arrangements and plants cost the same for everyone. We do not have minimums or maximums nor sliding scale of payments. We charge the same product price for in-store shopping, curbside pick-ups, and delivery. However, if you want delivery - it is a service completed by independent contractors that require payment. For more information about our delivery service and charges please visit our delivery page
How much is your delivery fee?
Our delivery fee is distance based and ranges from $15 to $40. Our average delivery fee is $20. It is important that you provide us with accurate delivery address in order to estimate accurate cost of your purchase.
Do you charge tax?
Yes we do. State of Texas and our local taxing authority impose the sales and use tax on all retail sales including delivery fee. Total Sales and Use Tax charged is 8.25%
Phone: (281) 761-6300
Scent & Violet, flowers and gifts