THE STUDIO DETAILS

Terms, Policies & Delivery

Clear expectations make for a better experience. Here’s what to know about ordering, payment, customization, delivery, pickup, and cancellations when working with Lola Kay Creative Solutions.

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order processing

Every custom order begins with an inquiry and conversation about your occasion, recipient, budget, timeline, and overall vision.

Once the details are confirmed, you’ll receive a summary of the agreed-upon order, pricing, and timeline before designing and sourcing begin.

Inquiry → Consultation → Confirmation → Payment → Preparation → Delivery or Pickup

Payment

To begin your order, your full order budget plus 10% of the 25% service fee is required before designing and sourcing begin. The remaining service fee balance is due before pickup or delivery.

The 25% service fee covers design time, sourcing, communication, and preparation. Service fees are non-refundable.

Payments are processed through Square. Square-supported payment methods, including Apple Pay, are accepted. Cash is also accepted. Payments are non-transferable.

turnaround times

Small Baskets
Typically require 2–3 days.

Large Baskets
Typically require 5–7 days. Additional time may be needed for specialty items or high-volume orders.

Next-Day Orders

Next-day service may be available for small baskets only and must be requested at least 24 hours in advance. Orders placed after 5 PM count as the next business day. Next-day availability is not guaranteed.

Rush Orders

Approved rush orders require a minimum 2-day lead time and include a $30 rush fee per basket.

Customization Rules

Customization Options

A customization list may be provided to help guide your order. Items may be identified as allowed, limited, or unavailable depending on the request, availability, and overall design.

Customer-Provided Items

Customer-provided items must be discussed and approved before pickup or delivery to the studio. Items must be new, unused, and appropriate for the project. The studio reserves the right to decline any item that does not meet these requirements.

Themes & Specialty Items

Custom themes are included at no additional cost. Specialty items may result in additional charges depending on sourcing or complexity. Any additional costs will be discussed before proceeding

Design Guidance

An inspiration photo is not required, but highly recommended. Inspiration helps guide the theme and overall direction, while final design choices, color palettes, and arrangements remain at the designer’s discretion.

pickup & Delivery

Pickup

Pickup is available for all orders at no additional cost.

Local Delivery

Delivery is available within Central Virginia.

$10 flat delivery fee within 12 miles of East Highland Park

$1 per mile beyond 12 miles

Maximum delivery distance: 25 miles

Delivery Order Minimums

Orders under $100: delivery is available within 12 miles

Orders of $100 or more: the full delivery range is available

Scheduling

Delivery times are arranged during booking. A responsible party must be available to receive the order.

Missed Delivery

If no one is available at the scheduled delivery location, the order will be rescheduled for pickup only.

cancellations & refunds

Cancellations

Cancellations are accepted up to 48 hours before the scheduled pickup or delivery.

Refunds

Customers may receive a refund of the eligible basket budget only. Service fees are non-refundable.

If items have already been purchased for the order, the customer will receive:

The purchased items

Any remaining balance of the basket budget

Purchase receipts will not be provided.

Store Credit

Store credit is not offered.

If the Studio Must Cancel

If Lola Kay Creative Solutions must cancel an order, the customer will receive the basket budget and any items already purchased for the order. Purchase receipts will not be provided.

Damages & order Concerns

Reporting an Issue

Any damage or concern with an order must be reported within 48 hours of receiving the order.

Review of Concerns

Each concern will be reviewed individually based on the condition of the order and the nature of the issue.

Depending on the circumstances, a resolution may include:

A remake

Partial credit

No additional action

Refunds & Remakes

Refunds and remakes are not guaranteed. The appropriate resolution will be determined after the concern has been reviewed

If the Studio Must Cancel

If Lola Kay Creative Solutions must cancel an order, the customer will receive the basket budget and any items already purchased for the order. Purchase receipts will not be provided.

Promotion & Loyalty Rewards

Promotions

Seasonal promotions are not currently offered.

Loyalty Reward

Customers who purchase 3 baskets receive 10% off their next basket order.

The loyalty discount applies to one basket only

Promo Codes

Promo codes must be applied when booking the order and cannot be added after the order has been confirmed.

Combining Offers

Discounts, promo codes, and loyalty rewards cannot be combined.

Customers Accounts & Privacy

Customer Accounts

Customer account features may be available through the website as the studio continues to grow. When activated, available features may include order history, saved preferences, rewards progress, loyalty discount status, and eligible promotions.

Rewards Tracking

Loyalty purchases and earned rewards may be tracked through the studio’s customer account system when available.

Privacy

Customer information is used only for order processing, communication, and rewards tracking.

Personal information is not shared or sold.

Customers may request deletion of their account and associated account information at any time.

Communication & Contact Rules

Contact Methods

Order-related communication is handled through:

Business email

Business phone number by text only

Phone calls are not accepted. Personal social media accounts are not used for order communication.

Response Time

Standard response time is 48–72 hours. Response times may vary depending on current workload.

Order Changes

Any requested changes to an order must be submitted through business email or text. Changes are not guaranteed once an order is underway.

Communication Guidelines

Messages sent to personal accounts or private social media, repeated messages outside reasonable hours, and harassing or disrespectful communication will not receive a response.

All communication must remain respectful. Lola Kay Creative Solutions reserves the right to refuse or discontinue service if communication becomes inappropriate or abusive.

Final Terms & Agreement

Agreement to Studio Policies

By placing an order with Lola Kay Creative Solutions LLC, the customer acknowledges and agrees to the policies outlined on this page.

Policy Updates

Studio policies may be updated or modified as the business evolves. Any changes will apply to future orders only.

Questions Before Ordering

If you have questions about a policy or how it applies to your order, please contact the studio before confirming your order.

CONTACT STUDIO

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