Return and Refunds Policy

At The Faux Floral Studio, our customers are our priority and we strive to ensure your complete satisfaction with every purchase. Each of our dried and artificial floral designs is carefully handcrafted to order. Due to their bespoke nature, custom-made items are non-refundable unless defective or damaged during shipping.

In the unlikely event that you are not completely satisfied with your product, we offer the following return and refund policy:

 

1. YOUR LEGAL RIGHTS

Under UK consumer law, you are entitled to goods that are as described, of satisfactory quality, and fit for purpose. Nothing in this policy affects your statutory rights.

 

2. BESPOKE & MADE-TO-ORDER ITEMS

Most of our wreaths, arrangements, pampas wall pieces and floral designs are bespoke and made to order. As these items are personalised or created specifically for you, they are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013.

This means we do not accept returns or cancellations once work has begun, unless the item is faulty or damaged.

If you need to amend or cancel an order, please contact us within 24 hours of purchase and we will do our best to accommodate your request.

3. NATURAL VARIATION DISCLAIMER

Many of our designs incorporate natural dried flowers and foliage. Due to the nature of these materials:

• Colours, textures and sizes may vary
• Stems and grasses may shed slightly during transit
• Pampas grass may require gentle fluffing upon arrival

These characteristics are natural and do not constitute as faults.

4. DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty, please contact us within 48 hours of delivery at: hello@thefauxfloralstudio.co.uk

Please include:
• Your order number
• Clear photographs of the item and packaging
• A description of the issue

We may request the item be returned before issuing a refund or replacement. If the item is confirmed as faulty or damaged in transit, you will be entitled to either:
• A replacement, or
• A full refund

We will cover reasonable return postage costs for confirmed faulty or damaged items.

5. CHANGE OF MIND (NON-BESPOKE ITEMS ONLY)

Any ready-made (non-customised) items, may be returned within 14 days of receipt, provided:

• The item is unused/unopened
• It is in original packaging
• It is returned in resalable condition

You are responsible for return postage costs. We recommend using a tracked service as we cannot be responsible for items lost in transit. Any items lost in transit and not received back to The Faux Floral Studio, will mean that we cannot issue a refund.

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. Refunds will be processed within 14 days of receiving the returned item.

6. ITEMS NOT ELIGIBLE FOR RETURN

We cannot accept returns on:

• Bespoke or personalised designs
• Custom colour combinations
• Items made to specific size requests
• Sale or clearance items (unless faulty)

7. CARE & HANDLING

Dried florals are delicate and intended for indoor use only unless otherwise stated.

We are not responsible for damage caused by:
• Exposure to moisture or humidity
• Direct sunlight fading
• Mishandling after delivery
• Outdoor use unless specified

• Fire involving one of our pieces- A fire safety waiver will be required to be completed by you, the customer upon installation, absolving The Faux Floral Studio of any liability in the case of a fire.

8. REFUND PROCESSING

Refunds will be issued to the original payment method within 14 days of:

• Receiving the returned item, or
• Agreeing that a refund is due

9. CONTACT US

For all return and refund enquiries, please contact:

hello@thefauxfloralstudio.co.uk

We are a small business and always aim to resolve any issues fairly and promptly

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These Terms and Conditions were last updated on 28/02.2026