Delivery & Returns

We try to make our charges transparent for you. The more you order the cheaper the delivery! Our UK minimum order value is £30. 

 

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

 

£9.95 for orders over £30

Shipping to Europe

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.

  

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.

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 3^rd party (ie Bank) processing, particularly via Paypal or Klarna.  

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.  

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. 

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.  

 

• 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.
  
  
• Please note that items marked as Final Sale are not eligible for returns or exchanges. We are unable to accept returns or provide refunds for these products. Final Sale items are offered at a significant discount, and this policy ensures we can continue to offer these special prices to our customers.

• 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.
   
• If returned items reduce the total purchase below the promotion's qualifying amount, the free gift must also be returned. Alternatively, customers may choose to purchase the free gift at its listed retail value.

For any questions or concerns about your purchase, please feel free to contact our customer service team. We are here to help and ensure you have a pleasant shopping experience with The Faux Flower Company.