We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please note that damages do not include:
A change in the flowers colour, this happens naturally during the drying process and is out of our control.
Air bubbles within your resin keepsake, this happens due to trapped air within the resin; we do our best within reason to remove as many air bubbles as possible but cannot eliminate them all.
Small imperfections in the finish of the piece, this happens as the pieces are handmade and cannot be 100% perfect.
Exceptions / non-returnable items
As per the Consumer Rights Act 2015 (UK) our items fall under the several goods which are exempt from refunds. These goods include perishable goods such as flowers and personalised goods such as our resin keepsakes which are made to your specifications.
In the unlikely event that you are unhappy due to an error made by Elderflower Fern, such as missing parts or damaged goods, you can contact our customer service team at email@example.com and we will work with you to form a solution.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to request to return the item you have, and once the return is accepted, make a separate purchase for the new item.
For personalised items, we may be willing to remake your piece in an exchange, depending on the circumstances. This is entirely at our discretion.
Before any refunds are given out, you will be asked to contact us at firstname.lastname@example.org or submit an enquiry via our Contact Us page.
We will get back to you promptly and ask for clear photos and and explanation of what you’re not happy with. These can include up close photos of the imperfections you are referring to or even videos of the parts of the item you are unhappy with.
In many circumstances it is a fixable imperfection, in this case we will request you send the item back to us to amend. Within 30 days of receiving the item, we will cover return postage charges.
In the unlikely chance that your item is damaged beyond repair or amending we will offer the customer a partial refund. This will be to our discretion and can depend on various factors of the orders. In the case you are granted a refund you will be able to keep your goods and we will not accept them back to be amended.
We understand that cancellations of events may occur prior to the flowers being sent to us. If you have paid in full, we will give a partial refund of the order, and will withhold 10% of the order to cover any necessary costs. If you have paid a deposit, you will not receive a refund as deposits are non-refundable.
If you would like to cancel your order after you have sent us your flowers for any reason, we will withhold the full deposit paid, or if you have paid in full we will withhold 50% of the refund to cover the costs associated with your sale.
Flowers from cancelled orders will be disposed off. If you wish to receive your flowers back please contact our customer service team immediately, to arrange this. You will need to cover the cost of postage for the flowers to be returned to you.
We cannot accept cancellations once the resin process has been started. We may offer a partial refund at our discretion if you do not want the piece. We will withhold 60% of the refund to cover the costs associated with your sale.