Returns & Refunds Policy
We are confident that you will love your faux flowers from Peony. However, if you are not completely happy, we offer a refund or exchange within 14 days of your delivery.
You have 14 days to notify us that you wish to cancel your order from the day after you have received your goods. You must notify us, preferably by using the Returns page accessible here or alternatively in writing via email to email@example.com or letter at the address below.
In order for you to qualify for full refund, the goods must be returned to us no later than 14 days after you notified us of the cancellation: unused, in their original packaging together with a proof of purchase and in a fully re saleable condition.
Once we have received your goods, we will: -
1. Email you to let you know they have arrived
2. Inspect and verify the goods and packaging
3. Confirm to you that the return has been validated by email
4. Once validated we will arrange for the cost of the returned items (less any Delivery costs) to be refunded back to your original method of payment.
The time it takes to appear in your account will vary, depending on your card issuer of method of payment.
You will have to pay the return postage/courier costs. All returned parcels remain the customer’s responsibility until they are safely received by us. We advise that you take out additional parcel insurance with the carrier to cover you for loss or damage, should it occur.
We regret that we cannot guarantee any refunds will be made if we receive notification of a cancelled order after the 14 day cancellation period has expired.
We are happy to discuss any order cancellations with you. In the first instance please, email us on firstname.lastname@example.org. If you provide us with a telephone number we will call you if you prefer this and indicate so in your email.
Damaged Or Faulty Goods
In the unlikely event that your order should arrive damaged, we will either give you a full refund on receipt of the damaged goods or send you a replacement. In order to make returning the item easier for you, we offer a FREE RETURNS COLLECTION ON ALL DAMAGED GOODS.
We would ask that you contact us through the Returns Page to arrange for a collection as soon as you can If possible, providing us with a photograph of the damage.
Please be aware that if you send the item back without notifying us prior to postage, you may experience additional delays in receiving your refund.
How Do I Return My Item?
If you wish to return your item, please make sure that it is returned in it’s original packaging. Please ensure that you include the order number and your name and address inside the package. Otherwise your replacement or refund may be delayed. The address for our returns department is:
The Floral Company UK Ltd
Personalised, Bespoke Or Gift Wrapped Items
If you have requested a Personalised or Bespoke item, we are unable to offer a refund or exchange facility.
If you have requested a gift wrap service, and wish to return your item, we regret that we cannot refund you for the cost of the gift wrap service.