Frequently Asked Questions
Flower Shopping in Store
Q: Can I have something made on the spot by a florist?
A: No, we are not currently making custom arrangements and bouquets on the spot. They must be pre-ordered, with no exceptions. We typically have a wait time of 2 hours. We strive to always have pre-made arrangements ready in store for you to choose from but this can be difficult during holiday times.
Q: Do you take custom orders?
A: Yes, all the time. The designs on our website are there for your convenience. We happily take custom orders over the phone at 519-886-8588 or in-store. Custom orders typically start at $120. Custom designs are not available during high-volume holidays such as Valentine’s Day.
Q: Do you have pre-made arrangements ready in store?
A: Yes, we strive to always have a selection of pre-made vase arrangements and bouquets. The items in on our website are not ready-made in store and must be pre-ordered.
Q: I am planning on picking up a bouquet and giving it to someone the next day. What do I do with it?
A: This is a bad idea. Bouquets come wet-wrapped, so they will have enough water for around five hours. Beyond that, you would need to unwrap them and put them in water overnight. Then in the morning rewrap them yourself. Doesn’t sound easy, does it? We recommend picking up the day of. Otherwise, order something in a vase, that way it has plenty of water and can stay wrapped.
Q: If I come in the store can I see all the arrangements on your website?
A: No. We only keep a small selection of daily arrangements in our grab-and-go section in the store. The online store is meant to be a catalog of what we can make. If you have a specific design in mind, please pre-order it.
Q: What else can I find in your shop?
A: We have curated a large selection of gift items much of which are local or Canadian made. These items include jewelry, candles, candy, chocolate, bath and body products, a large selection of modern plants/planters, DIY kits, cards, stationary, stuffed animals, bibs and, wreaths, and art. In store, we make our own candles, jewelry, and bath products.
Q: Will you wrap the flowers I bought elsewhere?
A: Under no circumstance will we work with or wrap flowers or products a customer has bought elsewhere.
Flower Shopping Online
Q: How close are the arrangements pictured to what will actually be received?
A: You may have noticed we have a disclaimer below each arrangement description. This is to let you know that some shades/blooms may be a little different. We take pride in our arrangements being 90%-100% the same as our pictures. At Charmed we feel that there is a real problem in the floral industry when it comes to delivering on promises. We feel that as a consumer you should know what you are getting. All of the pictures on our website were photographed and created by us, not a third party, unlike other shops. We release a collection four times a year so that our arrangements reflect what is seasonally available. We update our online stock every day to ensure you are seeing what is available. However, if something slips through the cracks and we feel that we cannot recreate a picture on our website we will contact you to let you know.
***Occasionally approaching the weekend our stock gets low from a busy week and we can't restock due to suppliers’ hours. During these times you will see an announcement bar at the top of the page that we are no longer accepting orders.
Q: Will there be a receipt in the package when delivered?
A: No
Q: Can you send me a picture of my order?
A: No, this is not a service we provide.
We understand that some shops do offer this service and either charge for the photo or work it into their average arrangement price. We value keeping our prices low and our services efficient. We also understand that our customers want to know what they are getting, which is why we photograph our own options in-store and have a wide selection available to choose from.
Q: Can my card be written in another language?
A: Yes. Our card printing system is compatible with most languages including Mandarin and Farsi. If there is an issue with what you entered, we will contact you.
Delivery Questions
Q: What time are deliveries made?
A: We will call the recipient on the day requested to arrange a time window with them that will work best. Calls are typically made by 2pm, however, if you have placed a same-day delivery order and it is a high volume day, your recipient may not be called until 4pm as we work on a first come first serve basis. We appreciate your patience during these times. You are always welcome to call us to check on the status of your order. 519-886-8588
We generally deliver between the hours of 10am-7pm. Deliveries sometimes occur after our closing time of 5:30pm.
These policies and times change during high-volume holidays.
A: Can I request a morning delivery?
Q: This is not always possible. Orders are fulfilled on a first come first serve basis. If you ordered ahead of time then we prioritize your order, however, there are certain days of the week that mornings are difficult to complete orders. Flowers arrive at our store three times a week, shipments typically arrive anywhere between 9am-12pm. We have no control over these shipment times and we need time to process and arrange the flowers.
Q: Do you offer free delivery?
A: Occasionally we do this as a promo, but in order to maintain our quality of service delivery in Kitchener Waterloo there is a $10 fee. We do not profit from delivery and we view it as a service we provide for the convenience of our customers. Some shops offer it all the time and hide the cost in the price of the flowers, we would rather be upfront.
Q: I got a shipping notification, will I get a delivery confirmation?
A: No, our system does not do that. If you have gotten a shipping notification it is because we have spoken to the recipient, confirmed a delivery time and sent the order out, if going to a business we have checked the hours and sent it out. If there are any issues we will contact you. Please understand that our drivers handle many deliveries and it is difficult to contact them for confirmations and may take some time if you call to inquire.
Q: I am worried that my flowers were not delivered. What do I do?
A: We get this question a lot and 99 times out of a 100 the recipient has simply forgotten to thank you, or has not done it yet. Give us a call and we can confirm with our delivery log. We can also call the recipient and ask them if they have indeed been received.
Q: Why do we need to call first before delivering?
A: Every time our driver makes a delivery attempt we are charged and that cost gets passed along to you. During times of hot or cold weather, it is bad for the life of flowers to have them repeatedly going in and out of the shop or to be left on a doorstep. We have also, on frequent occasions, discovered the recipient is out of town. For all these reasons we call first and we don't even create the arrangement until we have confirmed they are home(for freshness).
One time someone REALLY wanted it to be a surprise. So we agreed I would call first from my personal cell phone to schedule a "gift delivery" so that the recipient wouldn't know it was flowers. The recipient was so upset that I had her address and phone number that she called the cops. So trust us, it's best to follow our policies : )
Other
Q: How long have you been in business?
A: We have been around since January of 2013. We changed Waterloo locations in 2015 which has led to some confusion!
Q: My hydrangea died, what do I do?
A: We have a helpful blog post about that here. Still have concerns? Please do not hesitate to call us so we can remedy the matter.
Q: Can you get navy blue or black flowers?
A: We have been getting a lot of requests like this lately. While blue flowers do exist they are not in shades of navy. Blue is not typically a color we stock in our cooler so please give us some advanced notice if you we require some. Please note that we do not dye or paint flowers. We do sometimes offer our Enduring Love Roses in blue.
Q: Do you carry peonies?
A: Yes, however they are not always in season. The price per stem ranges from $6-$20 depending on the season. We have recently been able to get them from November-January(as well as the spring). Please call for availability. 519-886-8588
Q: My flowers perished before the stated 5-7 days. What do I do?
A: Quality complaints must be made within 5 days of delivery/pick up and include a photo. Once the photo/timeline is assessed we will come up with a solution that works for the recipient!
We cannot replace flowers that have been exposed to extreme heat or cold for too long once out of our care.
We work with a fresh product and inevitably issues will arise, we appreciate issues we brought to our attention so we can remedy them/address them with our suppliers.
Q: Are there any flowers you do not stock?
A: Yes. Although our selection is always changing we have a few flowers that our customers typically request we do not use. Over the years we have learned to not bring them in. We do not carry: Spray mums, carnations, leather leaf, dyed flowers or babies breath. We do not regularly have lilies in but will order them by special request. All flowers are beautiful, but some just do not fit into our design aesthetic.
Q: Can I send flowers anonymously?
A: Technically yes. If you leave a note under order requests at checkout to keep your identity hidden we will. We are not allowed to share your name or billing info with a third party(the recipient). However, we have found that 9 times out of 10 the recipient calls us in distress asking who they are from. Although you might think it’s a cute idea, we find that this almost always has a negative effect.
If the recipient calls the police stating they feel harassed they may compel us to share your name with them.
Charmed is LGBT Friendly