Delivery and Returns
When will my order be sent?
We’re usually pretty quick at getting your parcel sent out to you, so that you’ll receive it within 3-5 working days of placing the order. It will be delivered by Royal Mail and can be tracked online. We’ll send you the tracking number by email after you make a purchase. Or, if you can’t wait that long, you can opt for our next day delivery service, which operates on week days.
How much is delivery?
Our Standard delivery service costs £4.00 per order via Royal Mail. Delivery to the Highlands, Northern Ireland and the UK islands is £12. For orders over £75, we’ll deliver free of charge, via Royal Mail within 3-5 working days. If you can’t wait that long, you can select our Premium service for next-day delivery, at a cost of £7 via DPD. To arrange for a Saturday delivery, it’ll be £12.
What if I’m not home when my order arrives?
It happens. Our Royal Mail and DPD couriers require a signature for your parcel, so if you’re not at home to sign or receive it, they’ll leave you a delivery note with instructions on how to re-arrange delivery.
Can I check on my order?
If you’ve selected next day delivery by DPD, you can check the status of your order online using the tracking number we send you by email. For Royal Mail deliveries, we want to keep costs as low as possible for you so tracking isn’t possible. But, if you have a specific question about your order, just drop us an email at email@example.com quoting your order number and we’ll get back to you as soon as we can.
What is your returns policy?
We can accept returns if we receive goods back within 28 days after purchase. The returned product must be unused and un-tampered to receive a refund. Your order must be securely packed in its original box and packaging to be eligible for return. A refund of the purchase amount – minus the delivery fee - will be made within 30 days after we receive the return, via the same method of payment you used to make purchase. We’ll send you an email to let you know when a refund has been made.
How do I make a return?
If you haven’t used your fragrance and need to return it, please contact us at firstname.lastname@example.org. Unless the goods are faulty, you’ll need to arrange and pay for the delivery of your return. You’ll find the address to send to on the Returns Form. Don’t forget to obtain proof of postage, to track your return in case it doesn’t make its way back to us.
What about exchanges?
You can organise an exchange with us if your order arrives damaged or defective. If you need to make an exchange for the same product, drop us an email at email@example.com and we’ll take it from there.
What should I do if I have a complaint?
We’re sure you’ll love your Floral Street experience, but if – for any reason – you’d like to tell us something that didn’t work for you, please drop us a line at firstname.lastname@example.org. The European Commission also provides a platform for Online Dispute Resolution (ODR) for consumers, you can find it here: http://ec.europa.eu/consumers/odr/