Substitution Policy

You deserve the best—and at Twinbrook, freshness always comes first.

Please ensure you've included a valid, working phone number on your order in the case we need to contact you for substitution approval. If we are unable to reach you, we will make necessary substitutions without approval to ensure your order is delivered when expected.

CONTAINER SUBSTITUTIONS ➜
We always do our best to match the image shown online, but if the container you selected is unavailable that day, we will substitute appropriately, making sure it doesn't compromise the overall look and feel of the arrangement. Any substitution made will be of equal or greater value. If there are no comparable substitutions available, we'll give you a call or text for approval.

FLORAL & PLANT SUBSTITUTIONS ➜
To guarantee the freshest flowers possible, we may replace some stems in your arrangement for alternate color or flower varieties. For arrangements and plants of one variety, such as roses or orchids, we focus on matching the floral type but may substitute for different colors. If a close enough substitute is not available, we'll call you for your approval.

PLEASE NOTE ➜
Twinbrook Floral Design reserves the right to refuse replacement and/or refund—partial or otherwise—for basic substitutions in flower arrangements, assuming the overall look and feel match the product ordered online. Flowers, greenery, and plants are fresh and parishable products, and in most cases substitutions are ONLY made based on quality and freshness of these parishable products. 

All refund/replacement requests MUST be accompanied by a photo of the arrangement, or, when possible, the arrangement itself.