We will only offer a full refund if we have not received your flowers at the Studios and therefore not started work on preserving your flowers and designing a paperweight.
A) In the event an order has been received damaged during its journey to the client we must be advised within 2 days upon receipt, we will then arrange for the order to be collected from the delivery address and a new order will be completed, time-scales may vary. Minimum of 2 weeks.
B) In the unlikely event an order is lost during its journey to the client, we will endeavour to replace the lost order using the remaining flowers which are held in our holding chambers and the claim will be pursued between The Flower Preservation Workshop and the Courier Company.
This may take another 1-4 weeks dependent on the size of the order/paperweight.
C) In the unlikely event of an incorrect order being issued to the client we will require the return of the ‘incorrect order’ in its original packaging within 7 days of receipt, we will reimburse the postage costs on receipt of the Original Post Office Receipt, this must be posted.
D) Following on from Note C) – If an incorrect order has been received by the client we will endeavour to correct the error by using the remaining flowers which are stored in the Holding Chambers, see Note K, to recreate the correct order, this will take approximately 1 – 3 weeks dependent on the size of the order/paperweight.
E) If for whatever reason you are unhappy with your order, please contact the Preservation Team to discuss and we may be able to offer a discounted rate for the design of a new paperweight, however we will not reimburse any previous paperweights made as this was uniquely designed and hand crafted for you based on the flowers provided.
The Flower Preservation Workshop’s liability is strictly limited to the full purchase price of the paperweight/s.
G) Your order will not be finalised until FULL PAYMENT has been received, we will notify you when your order is complete, to check the return delivery address if you have not already advised us of this, however IT IS YOUR RESPONSIBILITY TO MAKE PAYMENT ON OR BEFORE THE DATE STATED ON YOUR INVOICE.
Failure to make payment of your final balance WILL result in the delay of the completion of your order, we do not accept responsibility for this.
H) Once the deposit payment has been made, you are committed to following your order through to the final product. If for any reason, you decide that you no longer wish to proceed with having your flowers preserved and encapsulated within our paperweights, you will still be liable for the full outstanding amount of your order.
I) Due to the demand and expertise of our work we cannot guarantee a delivery date, this is all estimated until your paperweight/s have been cast ready to be polished and packaged ready for return delivery.
J) In the event your order is not received as expected we will contact the courier/royal mail and investigate. We can provide a tracking number is required if you wish to track your parcel (is possible) however please be patient this is out of our control and we will do our best to resolve the issue & get your order to you as soon as possible. Any compensation paid by the courier/royal mail will be paid to The Flower Preservation Workshop & we will endeavour to re-create your order if possible or offer a full refund.
Each flower head is totally different and therefore each procedure can take an extended length of time to preserve should the flower head be extremely delicate
The Preservation Process cannot be rushed as we need the flower head to be 100% dry and therefore we cannot physically complete this until this process has been completed.
Trading standards states that in the case of genuinely custom made items, the only circumstances under which a customer is entitled to a refund is if you have made something which is defective or not what the customer actually ordered (wrong colour and wrong flowers etc).
Any further questions at all, please do not hesitate to contact us.