Contact and F.A.Q.
Get in touch
Frequently asked questions
What are the hours of operation?
As we are an online store you are able to order anytime through our website and your gifts will be processed within 1-2 business days. If you prefer to speak to someone in person, we are open Monday to Friday 9-5pm and will answer phone calls and emails within the same business day. The studio is closed Saturdays, Sundays and all statutory holidays.
I am having difficulty with the check out process online.
If you are having trouble with the check out process please do not hesitate to either call or text us at 250-701-1131. You may also email us at email@example.com for assistance. We can process the order over the phone or via email if it is easier.
When will my gift be shipped or delivered?
Gifts are shipped within 1-2 business days after you place the order. For example, if you place the order on a Monday, the gift will be shipped no later that the end of the day Wednesday. If you order Friday, your order will ship out by Tuesday the following week at the latest.
Gifts can be hand delivered in person for a delivery fee of $15 within the South Cowichan Valley area.
Gifts may also be picked up at the studio free of charge – please contact us for arranging a time and date for pick up.
Can I specify what date the gift can be received?
For local hand deliveries in the South Cowichan area you may specify which exact date you would like the gift to be received within working studio hours Monday-Friday, 9- 5pm. There may be some exceptions for evening deliveries – please contact us for arranging.
For all shipped gifts, depending on the location Canada Post gives an estimated timeframe of 2-5 business day; however, there are no guarantees as to when the gift will be received. Once shipped it will depend on the postal / courier service as to when the gift will be received and delays are not the responsibility of F&V Gift Co.
What if the recipient lives in an apartment or condo?
If the recipient resides in a condo or apartment then their phone number is required to contact recipients for delivery arrangements. Gifts will not be left at the door in apartment / condo complexes. Please be sure it is the correct address, apartment number and phone number for the recipient as there will be a re-delivery fee of $15 plus shipping if the gift is returned.
What happens if the gift is “returned to sender”?
If the incorrect address is provided or there is no one available to claim/receive the gift then the gift will be returned to the studio and a $15 re-packing fee will be charged plus new shipping charges. Most couriers and postal agents will make a few attempts to contact the recipient or sender before returning the gift. Once returned, the gift box will be opened to ensure the gift is in good condition, re-packaged with a new shipping label and re-posted with the correct address at a cost of $15 + new shipping charges.
Any unclaimed packages that are returned and not re-shipped will become the property of F&V Gift Co. after a two week period.
What if no one will be home to receive the gift?
If no one is home to receive a gift then the gift will be either left at their front door in a safe, sheltered place or an ‘attempted’ delivery notice will be left at the door or the mailbox with pick-up information.
Can I create a custom gift boxes for weddings?
Absolutely – just contact us and fill out our custom order form to let us know the details, such as budget, theme, any special requests, etc.
Do you make custom corporate gifts?
Yes! We love to partner with businesses to create gifts for client gifting, staff appreciation, holidays, parties, or virtual events. We will work closely with you to create a perfect custom gift that is unique for your business and/or event.
Additional branding options are available such as custom cards, tags, ribbon and items with your
company logo. Contact firstname.lastname@example.org for more information.
Our warranty policy
Can alcohol be included in my gift?
Alcohol, such as wine and local craft beer, may be included your gift box which we will purchase on your behalf. Alcohol can only be shipped within Canada. We charge the cost of the item plus a $10 handling fee for collecting and packing the bottle to be placed in the gift (a bit like a corkage fee!)
A person aged 19 or over must be present to receive a gift with alcohol included. If the gift box is to be shipped, the person receiving the gift will have to show proof of age on pick up of the gift at the Canada Post outlet.
Can I make a substitution in the gift box?
Yes – we understand that there may be food allergies or preferences and you may wish to make a simple substitution of one of the gift items. Contact us to let us know the item you wish to substitute and we will make a suggestion of similar cost and aesthetic that will fit in nicely with the rest of the gift!
Does Field & Vine Gift Co. make item substitutions?
As we work with local small batch artisans, there are the occasional times where there may be limited supply of particular items and a substitution may be necessary. We will be sure to choose a product that is of equal or greater value than the original item and that is the within the same category / brand or aesthetic of the original item being substituted.
Can gifts be refunded?
Please let us know immediately if any part of the gift has been damaged or broken. We will make arrangements to re-send the gift or correct the error if we are notified within 2 weeks of purchase. Otherwise, due to the nature of sourcing local, artisan crafted products and the care and detail taken to carefully create your gift, we do not offer refunds. If you have any comments or suggestions, please message us as we always welcome constructive feedback!