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.
