- Dear customers due to new lockdown measures our suppliers and delivery partners are running on extended delivery times. We are unable to guarantee our delivery times because of this.
- If you are experiencing delays please get in touch using the contact us page.
For all stocked items our delivery partners are Parcelforce & The Royal Mail.
House of Flora Shipping & Returns Policy
Here at House of Flora we pride ourselves on our fast delivery, making sure you get your orders as quickly and easily as possible. Below is some information on how we get your goods to you and how much it will cost.
To cut down on our carbon footprint, we have agreements in place with some of our major suppliers who will ship the items directly to you. In these instances your items may take upto 14 days to arrive. In both cases you will receive confirmation of dispatch and an ETA. Due to having these agreements in place, if you have multiple items ordered they might be delivered at different times.
To help us deliver your order as efficiently as possible please provide a telephone number (preferably a mobile number) when placing your order on our website. This way our delivery partners can contact you, should they need to, on the day of your delivery. Also, the telephone number is a requirement for Customs and providing one will speed up clearance and delivery of your parcel - this is particularly important for our customers outside the United Kingdom.
Shipping rates and delivery estimates
*We do not ship to P.O. boxes
Qualifying for FREE DELIVERY (Excludes Ireland, Channel Islands and Overseas)
Delivery is free on orders over £70, with the exception of large furniture and certain fragile items. These items delivery charge will be highlighted at checkout.
Shipment confirmation and order tracking
Once we have received your order, we will email you a conformation and also a tracking number if it is available.
Customs, duties, and taxes
House of Flora is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Damages
House of Flora is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.
International Shipping Policy
At the minute House of Flora delivers within mainland UK, UK Isles and Highlands, if there is something you like on our website please get in touch and we can get you a quote on delivery outside this region
Returns Policy
If you are not happy with your item for any reason please get in touch with us first either by calling us on 033 3303 4295 or by filling out our returns form.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item.
Returns can take up to 10 working days to be processed, especially during busy periods.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.
Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item. You can return an item to us, via the method of your choice, or you may choose to use our return process mentioned above.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase excluding shipment fees. If it’s not possible we will contact you via phone or email.
We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us.
We may issue a partial refund via credit note at House of Flora’s discretion.
Under the Distance Selling Regulations If you wish to cancel your whole order and return it to us, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 033 3303 4295 or inform us via email. You will then need to return the whole order to us, at your own expense if you have already received it.
Once we receive the whole order back, we will issue a full refund via your original method of payment.
We cannot be held responsible for goods lost in transit when alternative return service which are not arranged via our Customer Service team.
Postage charges for returned products are the full responsibility of the purchaser.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
Please note we do not offer any collection service or returns label from the areas and postcodes below; you will need to use an alternative service to return your parcel to us:
The Isle of Wight, Isle of Scilly, Northern Ireland, AB31-AB38, AB40-AB56, FK20, IV1-IV28, IV30-32, IV36-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE.
Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
If an item is damaged in transit please inform us withing 48 hours of receipt.
For all fragile, large & heavy items delivered by our courier, please make sure to fully check the product and/or check that you are fully satisfied with it and that it's suitable, before asking our courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged due to the result of normal wear and tear.
