Substitution Policy

Fresh-cut flowers are a natural, seasonal, perishable product. Because Kataleia stems are cut to order at our partner farms in Ecuador and Colombia, what you receive reflects the actual harvest the day your order is processed. Most of the time the variety, length, and color you select arrive exactly as ordered. Occasionally, a specific variety, grade, or stem length is short at harvest. This page explains how we handle those moments so your order still works for your studio or event.

Why substitutions can happen

Roses and other fresh-cut flowers grow on the plant's schedule, not ours. Weather, bloom timing, and crop yield at origin can all affect how much of a given variety, color, or length is ready to cut on a given week. We do not pull stems from a cooler to cover gaps, so when a specific selection is short at harvest, we work to find the closest equivalent rather than ship something tired or off-spec.

How Kataleia handles a shortfall

When a variety, color, or length you ordered is not available to cut, we follow this order of preference:

1. Notify you before shipping when possible. If we identify a shortfall before your box leaves origin and time allows, we reach out so you can decide how to proceed.
2. Offer the nearest equivalent of equal or greater value. Where a substitution makes sense, we select the closest comparable variety or grade at no additional charge to you. You are never billed more for a substitution.
3. Credit or refund. If no suitable equivalent is available, or if a substitution does not work for your order, we issue a credit or refund for the affected stems.

Substitutions are always like-for-like in spirit: similar color family, similar form, and equal or greater value. Pricing follows your company catalog price, and you are not charged for the difference if the equivalent carries a higher base price.

No substitutions or specific preferences

Event and wedding work often depends on exact color and variety. If your order cannot accept substitutions, or if you have a preferred fallback (for example, a specific second-choice color), let us know before the weekly cutoff.

• Email orders@kataleia.com with your order or company name and your instructions.
• Mark the order no substitutions if you would rather receive a credit or refund than an equivalent.
• Note any acceptable alternates so we can match your design intent if the first choice is short.

The weekly order cutoff is Thursday 9 PM ET; stems are cut Friday. Preferences received before the cutoff give us the best chance to act on them at harvest.

Order a few days ahead of events

Typical lead time is 4 to 5 days from order to delivery, and most studios receive boxes Monday or Tuesday for orders placed before the Thursday cutoff. For weddings and timed events, build in a buffer. Placing your order a few days ahead of the event date leaves room to confirm a substitution, arrange a credit, or source an alternate if your first choice is short. Each product lists its own lead time on the catalog page, so check it as you plan. Browse current availability in the catalog.

If something arrives wrong

This policy covers planned substitutions and harvest shortfalls. If flowers arrive damaged or short, that is handled separately under our freshness guarantee: email photos within 24 hours of delivery to claims@kataleia.com and we resolve it by refund or replacement on the next shipment.

Questions about an order, a preference, or a no-substitutions request? Email our team at orders@kataleia.com, Monday to Friday, 8am to 6pm ET.