We ship almost everywhere globally with our fulfilment partner Fedex. 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 be aware that duties and taxes may apply and are assessed on a country-by-country basis by Customs. These are the responsibility of the customer.
Europe Customs, Duty and VAT Payment
For orders to the European Union, all local customs duties (typically incurred for order values above EUR150), and local in-country VAT will be charged at checkout and paid on your behalf. This ensures your parcel is delivered seamlessly without being held or delayed for additional payments. The Faux Flower Company then makes a monthly VAT payment to all countries where due, under the European Import One Stop Shop ("IOSS") arrangements with the UK, following Brexit in 2021.
Our IOSS number is IM3720014375
We must be provided with a phone number so the recipient can be contacted directly by the courier company for delivery queries. Do be mindful of this when sending gifts.
We cannot be held liable for any postal delays which may occasionally occur.
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:
- Click here to login to your account
- Select the order you would like to submit a return for
- If your order has more than one item, select the items you would like to return
- Select the return reason and add a note for the store
- 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. If 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 GL53 7AE. 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
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 FAQs 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 firstname.lastname@example.org 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.
- 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.