Delivery & Returns

We try to make our charges transparent for you. The more you order the cheaper the delivery! 

£4.95 for orders between £20-£89.99

 

£9.95 for orders over £20

We currently only ship to UK addresses.

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 Timeless Flower, 210 High Street, Prestatyn, Denbighshire, LL19 9BP, UK

You can take your returns to any post office or courier service at your easiest and closest convenience. A tracked service is recommended, 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.  Our vases are also individually handcrafted which means slight variations in shape, colour, or texture may occur from one piece to the next. These subtle differences are not flaws, but rather a reflection of the design process that makes every single item in our collection unique and high quality.

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.

• 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.