Delivery

We try to make our charges transparent for you. The more you order the cheaper the delivery! Our UK minimum order value is £13. 
 
See your past orders by clicking here

  

UK Standard Delivery (2-4 working days)
FREE for all orders over £90
£4.95 for orders between £30-£89.99
£7.95 for orders between £13-£29.99
 
UK Express Next Day (next working day, if ordered before noon)
£9.95 for orders over £13

Shipping to Europe
The Faux Flower Company is registered for the European Import One Stop Shop Scheme where we pay your local VAT and Duty and fulfilment is on a 'Delivery Duty Paid' basis. For the members states within the EU Customs Union we calculate your taxes and duties at checkout and you pay them in advance to ensure your order arrives quickly avoiding customs delays. 
 
Order value including shipping under EUR150 - Destination VAT will be calculated and paid at checkout. No duty is due. 
Order value including shipping over EUR150 - Import duty is due (normally c.4.7%) and will be paid on your behalf. VAT cannot be paid in advance.
 
Shipping time is around 3-5 business days depending on the location in Europe.
  
International Shipping 
We ship almost everywhere globally! International delivery starts at £18 depending on distance. This service typically takes around 7-14 working days depending on your region. Estimated shipping is shown at checkout. 
 
Please check your confirmation email for shipping timeline estimates. Tracking will be emailed to you as soon as your order has been processed to ship.

Please note international orders can be subject to duties and fees imposed by local tax authorities that we are unable to calculate at checkout.

Orders are processed from Monday to Friday from our warehouse in the United Kingdom. Orders placed on bank holidays or weekends will begin processing the next business day. Orders placed after 12pm are processed the next working day. 
 
We can only ship to physical addresses. We are unable to deliver to PO boxes. Don't forget to include a mobile phone number so the recipient can be contacted by the courier company. Unfortunately we cannot be liable for any postal or customs delays.

Returns

We want you to be delighted with your purchase, but if not, you can apply for a return within 14 days of receipt, with a further 14 days from the date of your application to physically return the goods at your own cost (unless the item is faulty). We are happy to refund you in full if the products are returned complete, in unused condition, with the original labels and preferably original packaging. 

To apply for a return, please follow the below instructions:
  1. Click here to login to your account
  2. Select the order you would like to submit a return for
  3. If your order has more than one item, select the items you would like to return
  4. Select the return reason and add a note for the store
  5. Click 'Request Return'.
We will strive to refund your items, including the original standard shipping cost, within 2 days of receipt. We know how important it is to get your money back expediently. I f you would like to receive store credit in the form of a gift voucher, please contact us here.  
 
We have moved to paperless returns to support our sustainability objectives. Activate your return using our online returns portal  and you will receive regular email updates on the status of your refund. Refunds can only be credited back to the original form of payment (even if a gift) and may take 5-10 days, from our receipt of goods, before they show back in your account due to 3rd party (ie Bank) processing, particularly via Paypal or Klarna.  

Getting the goods back to us 

Our delivery address is: 
The Faux Flower Company, Unit 37, Lansdown Industrial Estate, Gloucester Road, Cheltenham GL51 8PL. United Kingdom. 
 
We have made the process easier for you with multiple options at different price points. Choose from home collection with discounted rates from our partner Fedex to bringing it to your local Post Office. Generate and pay for a returns label by arranging either a Home Collection or a Drop Off
 
Some alternative services are Collect + , Yodel and Parcelforce
 
A tracked service is recommended and as we cannot accept responsibility for parcels lost or damaged in transit.  

Faulty or Damaged Items 

We are very disappointed on the rare occasions our customers receive a faulty product. If you have identified the fault within 30 days of purchase, please apply for a return via our online returns portal, choosing the reason “damaged” from the drop down menu, followed by emailing us photo(s) of the damaged item(s) for our review. Once the return has been approved, you will receive a pre-paid shipping label from us via email, and this can also be downloaded from the returns portal. 
 
Please take extra care to read our Product Care instructions included with your order and our care FAQ's here. We hand design each stem to make them as realistic as possible and some small variances from piece to piece are what gives our flowers their natural and organic look. Our stems are made with high quality wiring which is designed to be bent or manipulated to your preferred shape. Some of your stems may be packed with bent stems, this is not a fault. 

International Returns 

We appreciate the inconvenience of an international return. Following Brexit, it is vital to mark your return as “British Returned Goods” on the exterior of the parcel so that exemption from return import duties and taxes is applied. If not, any import duties and/or taxes we incur on return shipments will be deducted from any amounts due for refund to you. We cannot be responsible for goods held by customs or lost in transit. 
Do email us on hello@thefauxflowercompany.com for any further assistance on international returns.  

Exclusions and Exceptions

 
  • Bouquets, Any bouquet that is customised (including cutting it to a non-standard length fit your own vase) may be non-refundable. Please ensure that you do not un-tie your bouquet until you are completely satisfied with it as a re-arranging fee will be deducted from your refund. Returns of individual stems sold as part of a Bouquet may not be refunded at the rate of a full price stem, as Bouquets are sold as a set and at a discount to the combined value of all the stems.
      • Where a bunch is returned that was sold under a “6 for the price of 5” offer, the refund will be for 5 stems.  
      • Multi-stem Arrangements are sold as a set and at a discount to the combined value of all the stems. Returns of individual stems sold as part of an Arrangement may be refunded at the discounted rate to a full price stem.  
      • A restocking fee may be imposed at our discretion for repeat returns, on large orders over £500 and where our flowers appear to have been “borrowed”. Please note to ensure the quality remains pristine for all customers, we do not rent out our flowers.