Refund and Returns Policy – Fleur's Fibres

Process

If you wish to return an item(s) you must contact admin@fleursfibres.co.uk within 14 days your order being successfully delivered. Please provide your order number and state which item(s) you intend to return. You will be provided with a returns number so your package can be easily identified upon receipt. Items sent back without first requesting a return will not be accepted.

Item(s) must be returned in their original condition and original packaging. Item(s) that have been washed or used are non-returnable unless faulty.

Returns must be received by Fleur’s Fibres within 14 days of first notifying us. You are responsible for the cost of returns. Unfortunately we cannot refund any item(s) that are lost or damaged in transit, and so we recommend using a tracked delivery service.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and let you know if the refund was approved or not.

If you are approved, then your refund will be processed to your original method of payment. Please note that it can take some time for your bank to process the refund, this is out of our control.

Exclusions

Only regular priced items may be refunded. Sale items cannot be refunded. Personalised items or custom items are non-refundable unless faulty.

Exchanges

If you need to exchange it for another size/colour then the quickest option will be for you to return your unwanted item and make a separate purchase for the replacement item. Drop us an email at admin@fleursfibres.co.uk so we can advise you on stock levels and discuss the process with you.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of the return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.