DELIVERY & RETURNS
We aim to dispatch orders within 5 working days, excluding orders containing bespoke or fragile items, and items subject to availability. Orders are dispatched using Royal Mail and Parcelforce courier service. (Although Royal Mail is our preferred courier, other delivery couriers may also be used). (Excludes weekends, Bank Holidays, and some Scottish postcodes). If your order is urgent, please let us know and we will try our best to accommodate your needs.
Postage and packing will automatically be added to your order as follows:
Small Parcel: £2.85
Medium Parcel £5.95
Large Parcel: £8.00
Extra Large Parcel: £14.95
The above postal rates apply to all UK mainland orders*. Orders are usually processed and shipped within 3-5 working days after the order is placed. Orders placed after 2pm will be processed the following working day. Orders placed on a weekend will be processed on a Monday. We will deliver your items to the address you specify upon ordering your goods. Please ensure that the address and contact telephone number is correct as we cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions.
Remote Postcodes Delivery Information
If you wish to have goods delivered to the following postcodes there will be an added charge. We will always keep you informed of added delivery costs before we dispatch your order:
AB31-AB56, BT1,BT2,BT3,BT4,BT5,BT6,BT7,BT8,BT9, BT10-BT94, FK19,FK20,FK21, GY1-GY9, HS1-HS9, IM1-IM9, IM99, IV1, IV2,IV3,IV4,IV5,IV6,IV7,IV8,IV9, IV10-IV56, JE1-JE4, KA27-KA28, KW10-KW17, KW2,KW3,KW5,KW6,KW7,KW8, PA20- PA78, PH1, PH10,PH15,PH16-PH26,PH30-PH44,PH49,PH5,PH50,PH6-PH9, TR21-TR25, ZE1,ZE2,ZE3.
Orders containing bespoke items (including collections and orchids) will be dispatched together. We aim to have all bespoke orders sent out within 10 days, but this may take slightly longer during busy periods. If you need bespoke items in a rush, please do not hesitate to get in touch and we will do our best to accommodate you.
International deliveries are on a shipping quotation basis only. Estimated international delivery times and prices vary depending on the weight and size of the order and the delivery location. A quote and/or an estimated delivery timescale can be provided, however, we will need to know the product(s) and quantities you want, we will then obtain a delivery cost from our courier. Please contact our customer service team by email at firstname.lastname@example.org with details of the items you would like to order.
Please note that when goods are shipped via air freight, certain products cannot be supplied e.g. aerosols.
Deliveries outside of the UK are subject to customs, legal, regulatory, and other restrictions. In order to comply with local legislation, you or your recipient may be required to pay additional fees, such as; taxes, fees or levies, import duty, or formal customs entry. Faux La Fleur will not be held liable for such fees and failure to pay may result in your delivery being delayed. In this circumstance, we will not be able to assist.
You are responsible for assuring that the product can be lawfully imported to the destination country. Therefore, you will need to check any import restrictions with local customs or authorities before placing an order. We are unable to assist with this process or any circumstances that are the result of a failure to check the appropriate circumstances prior to placing an order. However, we are happy to provide any additional and available product information at request before an order is placed.
Please note that International delivery is not included in any of our delivery promotions These promotions are exclusive to the UK Mainland.
Faux La Fleur will always make every effort to deliver your orders on time, however, some orders may be delayed due to factors beyond our control such as bank holidays, extreme weather conditions, delays with couriers, and road closures or postal/ courier strikes. We will always do our best to keep you informed on these events.
Easter & Christmas Holidays
We will be closed for the Easter bank holiday. Please note that no deliveries will take place over the Easter holidays. All orders received on Good Friday, Easter weekend, and Easter Monday will be processed the following Tuesday. The last day for Christmas Delivery is 20th December. Faux La Fleur will not be processing or shipping orders between Christmas and New Year. All orders received after 1pm on December 20th will not be processed until January 5th.
Signing for An Order
Please note that all deliveries will require a signature. Please check that you have received the correct number of parcels and that they appear to be undamaged before signing for them. If you find any damages or shortages, you must notify us within 48 hours of receipt of delivery for us to be able to take action. As soon as the items have been delivered, they become your responsibility. Our couriers will deliver to the address you provide and will only leave your order when it has been signed for. Faux La Fleur does not accept liability for delivery instructions given to the courier by the customer if you request for a parcel to be left by the back door, garage, with a neighbour, etc then we cannot accept responsibility if you don’t receive your parcel. Please note if you believe that your order has been delivered in poor condition, please do not sign for it and return it to the sender (Faux La Fleur) with the driver.
Courier tracking information will be emailed on the day of dispatch. If you have not received an email, please check your spam folder. We cannot guarantee delivery times or dates and whilst we aim to pass on any special instructions you give us, we cannot guarantee these will either be passed on or acted on by the delivery service. We are not responsible for any charges you may incur if you miss a delivery and either have to collect this yourself from a distribution hub or are charged by the service provider for re-delivery.
Returns, Refunds & Cancellations
Please note that the returns, refunds, and cancellations terms and conditions only apply to orders placed online via www.fauxlafleur.com
Returns & Refunds
At Faux La Fleur we really hope you will be happy with your purchase; however, we realise that occasionally this is not always the case. The Consumer Contracts Regulations 2013 legislation offers you the following cancellation rights when you place an order online.
1. You are entitled to cancel your contract, provided that you exercise this right no later than 14 days after the day on which you receive the goods.
2. Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which, by reason of their nature, cannot be returned or are likely to deteriorate or expire rapidly.
3. If you exercise your right to cancel, you are obliged to retain possession of the goods and take reasonable care of them.
4. To exercise your right to cancel, you must inform us of this decision to cancel your contract by a clear statement, including your name, address, details of the order you wish to cancel, and your phone number and email address, where available.
5. You can cancel by contacting us via email or in writing. Contact details can be found in the Contact Us section of this website.
6. If you do cancel, you should return the goods to us at your cost within 14 days of cancellation. We will then reimburse you the amount in relation to these goods.
7. We reserve the right to make a deduction from the reimbursement for the loss of value of any of the goods supplied if the loss is the result of unnecessary handling by you.
Problems with Your Order
If there is a fault or issue with a product on your delivery, then please contact customer services via email at email@example.com in the first instance.
All damages and discrepancies must be reported within 3 days and we would appreciate it if you could photograph any damage or quality issues with a digital camera and email relevant photographs. This will help us see the issue and allow us to offer advice if needed and identify any product issues. Please also ensure that you keep any original packaging. This will be required in the case of a collection being arranged.
You have 3 days from the day of delivery to advise us that you would like to return a faulty item for a refund. After the 3-day period, we can no longer accept faulty item return requests. To apply for a refund please contact us, as all refunds must be agreed upon in writing.
Within 14 Days
You can return any order placed online to us for a full refund providing you have informed us, and the goods have been received within 14 calendar days. This will start from the day after the order was delivered, and all items must be in an unused and saleable condition in their original packaging. Within this timeframe, you will be eligible for a full refund of the items being returned.
Where items have been used
If you make a return to us based on the above policies where the items have been used, you must ensure that all items returned are in their original packaging and fit for resale. Failure to do so may result in us rejecting the return. We also reserve the right not to refund or credit anything for the item(s) as it would have breached the above terms on items being returned in an unused and saleable condition.
Once we have received your item(s) at our returns centre and you have paid by debit or credit card, a member of our Customer Service team will be in touch to refund your card. Depending on the card issuer it may take up to 5 days for the refund to show in your account. If you have paid using PayPal, we will not contact you, we’ll just credit your PayPal account.