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Shipping & Returns

1. Delivery

1.1 Artificial Flowers Online delivery charge to UK mainland is £7.95 for orders under £150 + VAT. There is no delivery charge to UK mainland for orders over £150 + VAT. The delivery charge to Northern Ireland, Eire, Scottish Islands and Channel Islands is £14.95 for orders under £150 + VAT. The delivery charge for orders over £150 + VAT to Northern Ireland, Eire, Scottish Islands and Channel Islands is £7.95.

1.2 Our general lead time on all items is 1 - 3 working days. Orders are sent out by TNT. Artificial Flowers Online will endeavour to process and dispatch all orders placed by 10am subject to availability of the Products. Orders placed after 10am on Friday will be dispatched on Monday (Exceptions include bank holidays).

1.3 If for some reason we are unable to deliver within our general lead time, we shall contact you directly to advise.

1.4 Some ranges / items carry a longer lead time. This will clearly be documented within our various ranges and individual items on our website in the Description section of the Product selected..

1.5 Artificial Flowers Online has the right to charge you for delivery if the initial delivery fails and we incur a second delivery charge from our couriers.

1.6 If our carriers accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods or the value thereof. All unsatisfactory items must be declared at the time of delivery and not accepted by you the customer. Our couriers will then return the item back to Artificial Flowers Online where your claim for replacement or refund will be reviewed by the claims department.

1.7 Time of delivery is not of the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of or any reasonable rescheduling of delivery.

1.8 You are responsible for providing a safe means of access from the public highway to the place of delivery. If the carrier’s delivery staff considers that access is unsafe then they will not deliver the goods until safe access is provided.

1.9 Artificial Flowers Online provides a door to door delivery service only and all Products ordered from our website are to be signed for upon delivery. The courier is not responsible for bringing the products into your property but is allowed to do so upon their own free will.

1.10 Please be advised that whilst every care will be taken by the delivery drivers, Artificial Flowers Online cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in progress. Please therefore take care to cover any carpets or furniture and remove pictures and valuables from the delivery area should the courier choose to bring the products into your property.

2. Returns, Refunds and your right to cancel

2.1 You have the statutory right to return any products you have purchased within fourteen (14) days after the delivery for any reason (including if you simply change your mind). To do so you must notify us in writing or other durable medium (including email) within those fourteen (14) days. You will then be entitled to a refund from us, which will be paid as soon as we have received the item back in our possession. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided and delivered to you. Although your initial delivery may have been free (subsidised within the purchase price) Artificial Flowers Online will not be responsible for the cost of returns and this will have to be arranged by you the customer. Unless an item is actually faulty, it must be returned at the expense of the customer.

2.2 After this 14 day period has expired we will be unable to accept returns of any items purchased unless faulty. For an item to be classified as faulty the product must be in less than perfect condition, dysfunctional or of un-merchantable quality at the time of delivery. A fault may also be classified as a defect which manifests itself within a reasonable period of time after delivery which can be attributed unanimously to a manufacturing defect or poor quality workmanship and not due to maltreatment by the customer.

2.3 Subject to your statutory rights, products made or altered specifically for you, or sold as seconds or sold at a one of sale price may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

2.4 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 7 days of the date you receive them, or as soon as possible thereafter by emailing us. Any defects or damages must be reported to us within 7 days and we must be emailed images/photos of the damage/fault within the 7 working days and before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. We reserve the right to refuse return of items should the original packaging not be available to allow the safe return via our carriers. If we receive the goods back with us and they are damaged due to them not being repackaged sufficiently in their original packaging we will charge you for the reduction in value. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non-faulty items returned will always be returned at the expense of the customer.

2.5 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

2.6 Any made to order/bespoke ranges are not fully refundable. We will refund the customer 80% of the order amount. The remaining 20% will not be refunded and will be passed on to the manufacturer as a re-stocking fee for the products.

2.7 Under no circumstance do we allow a return of a product after 30 days from delivery.