UK Delivery
We offer two delivery options for mainland UK addresses:
UK Standard Delivery (2–4 working days)
- FREE for all orders over £100
- £5.95 for orders under £100
UK Express Delivery (Next Working Day)
- £11.95 on all orders
Your order must be placed by noon for same-day dispatch. We dispatch orders Monday–Friday.
Channel Islands / Isle of Man
Delivery surcharges apply and will be calculated automatically at checkout once your delivery address is entered.
US Shipping
Delivery to the US takes around 5–7 business days. We offer two delivery price tiers:
- $40.00 on orders up to $199.99
- FREE shipping on orders over $200.00
All US orders are sent Delivery Duties Paid (DDP). This means any applicable import duties and customs fees are calculated and collected automatically at checkout, allowing us to clear your parcel through Customs on your behalf for a quicker, more seamless delivery.
Please note: local state sales tax may still apply. Shopify calculates and collects the correct sales tax during checkout where required by US law.
Europe Delivery, Customs, Duty & VAT
Shipping charges are based on the destination country and the size/weight of your order, and will be calculated automatically at checkout.
We deliver to all IOSS-participating EU countries. Our minimum order amount is €75.
VAT, Duty & Customs Rules
Orders under €150 (including shipping)
- Destination VAT will be calculated and collected at checkout under IOSS.
- No import duty is charged.
- Your parcel will clear Customs without any additional payment required.
Orders over €150 (including shipping)
- Import duty is payable (typical rate is around 4.7%, but varies by product and country).
- VAT cannot be prepaid under IOSS for orders above €150.
- VAT and duty will be paid on your behalf to ensure seamless Customs clearance, with all charges shown at checkout.
Shipping Time
Delivery to EU countries typically takes 5–7 working days, depending on your location.
European Shipping Rates
Rates for European orders are calculated at checkout based on destination and order size.
How We Handle Duties & VAT (IOSS)
- All applicable duties (for orders above €150) and local VAT are shown and paid at checkout.
- We pay these charges directly to Customs on your behalf to prevent delays or unexpected charges on delivery.
- The Faux Flower Company files EU VAT via the Import One Stop Shop (IOSS) scheme.
IOSS number: IM3720014375
Important Information
- A valid phone number is required so the courier can contact the recipient if needed.
- Please keep this in mind when sending gifts.
ROW Delivery
International shipping charges are calculated at checkout and vary by destination and the size/weight of your order. Delivery typically takes 7–10 working days, depending on your region.
Please be aware that import duties, taxes and customs fees may apply. These are set by your country’s Customs authorities and must be paid separately by the customer.
We cannot be held liable for any postal delays that may occasionally occur.
Returns Information
We want you to be delighted with your purchase. However, if you change your mind, you may apply for a return within 14 days of receiving your order. Once your return request is approved, you have a further 14 days to send the items back to us at your own cost (unless the item is confirmed faulty).
Items must be returned unused, in their original condition, complete with labels and—where possible—the original packaging. We will refund the full cost of the returned items once received and inspected.
How to Apply for a Return
- Log in to your account here.
- Select the order you wish to return.
- Choose the item(s) and the return reason.
- Add any notes for our team.
- Click “Request Return”.
We aim to process refunds within 2 working days of receiving your return. Refunds can only be issued to the original form of payment. If you would prefer store credit instead, please contact us here.
Paperless Returns
To support our sustainability goals, we operate a paperless returns process. Once you submit a request via our online returns portal, you will receive email updates throughout the process.
Please note: after we process your refund, it may take 5–10 days for the funds to appear in your account depending on your bank or payment provider (particularly PayPal and Klarna).
Returning Your Items
Please return your order to:
The Faux Flower Company
Unit 37, Lansdown Industrial Estate
Gloucester Road
Cheltenham
GL51 8PL
United Kingdom
You may return your parcel via any courier or postal provider. We recommend using a tracked service, as we cannot accept responsibility for items lost or damaged in transit.
Faulty or Damaged Items
We are very sorry if you have received a faulty or damaged item. If you notice an issue within 30 days of receiving your order, please submit a return request via our returns portal and select “Damaged” as the reason. Then email photos of the issue to hello@thefauxflowercompany.com for review.
Once approved, we will issue a prepaid shipping label for the return. Please do not return a faulty item at your own cost before receiving confirmation from us.
Some natural variations in handmade stems and vases—including shape, colour and texture—are normal and not classified as faults. Our stems are designed to be bent and shaped; bends or curves caused by packaging are expected and easily adjusted.
International Returns
If you are returning items from outside the UK, it is essential that you clearly mark the parcel as “British Returned Goods”. This ensures we are not charged import duty on the return. If customs fees are charged due to incorrect labelling, these will be deducted from your refund.
We cannot be responsible for international returns delayed or held by customs or for parcels lost in transit.
Exclusions & Exceptions
- Bouquets: Customised bouquets (including those trimmed to fit a vase) may not be eligible for a full refund. If a bouquet is untied or rearranged, a restyling fee may be deducted. Bouquets and multi-stem arrangements sold at a bundle discount may be refunded at the discounted rate per stem.
- Repeat or high-value returns: A restocking fee may apply for repeated returns, orders over £500, or where items appear to have been used for short-term “borrowing”. We do not rent our flowers.
- Free gifts: If returning part of an order reduces your total below a promotional qualifying spend, any free gift must be returned as well. Alternatively, you may purchase the free gift at its full retail value.
If you have any questions or need help with your return, please contact our customer service team at hello@thefauxflowercompany.com.
