FREQUENTLY ASKED QUESTIONS - FAQ'S

Shopping with Folly Flora is simple. 

You can place an order from the website by selecting the item from the product pages and 'Add to Cart'. To confirm the order visit the 'Checkout' and complete the payment process.

If you have any questions about products or process please get in touch through 'CONTACT' before placing the order.

I hope you will be happy with your purchase, so please ensure you read the descriptions, information and policies to be clear what you are buying.

Items for sale are sold 'as seen' in the photographs. Any props in the image are not included in the listing price and are for illustration purposes only.

Folly Flora follows The Consumer Contracts Cancellation and Regulations 2013 (CCC&R 2013). 

You have a right to cancel your order within a 14 day window. 

Within the time frame of 14 days after receipt of the goods, buyers can change their minds and cancel the order and return products without providing a reason. This rule does NOT apply to personalised and custom-made products/orders.

(Cancellation before dispatch - I wait 24 hours before posting orders, an order can be cancelled before dispatch by sending an email to cancel to Folly Flora).

The cancellation period after dispatch will start the moment the customer receives the order.

Please notify Folly Flora by email with the relevant order information or if you prefer use the 'Cancellation and Returns Form' (see bottom of the page on INFORMATION, copy and paste into an email).

Dispatch item back to Folly Flora within 30 days of receipt.

Buyers are responsible for all return shipping costs.

Please see INFORMATION and the 'Returns and Refunds Policy' for further details. 

There is FREE delivery on UK orders over £25 

A Standard Delivery Charge of £3.95 applies to orders under £25

Please note: DELIVERING to the UK ONLY (excluding Northern Ireland)

Highlands and Islands may be subject to additional charges, please enquire for further details.

There is no minimum order value.

Delivery is by Royal Mail 2nd Class using Large Letter and Small/Medium Parcels categories.

Most products are lightweight but too bulky to fit in the 'Large Letter' category for posting, where the maximum depth of package allowed is 2.5cms. These products unfortunately have to be sent as 'Small Parcels' instead, whatever their weight.

Exceptions to the 'Free and/or Standard Delivery Charge' are large or fragile items too difficult to package and deliver by post safely. These items will be marked  as 'By Collection in Person Only'. 

I hope buyers will be happy with their purchase, however if you have 'changed your mind' or are in any way unhappy with your item(s), or if for any reason the item is not suitable for your requirements I am happy to refund, subject to the conditions outlined in the 'Folly Flora Returns Policy'. 

Please see 'How to Return unwanted items not suitable for your requirements' on the INFORMATION page in the 'Returns Section'.

If an incorrect item(s) has been sent to you in error I will refund you the cost of returning the incorrect goods. The correct item(s) will be forwarded on receipt of the returned incorrect item(s) or with evidence of a 'Certificate of Posting/tracking' (showing the correct weight) from the Post Office.

In the first instance please contact me to discuss/authorise the return. I would advise that you use a Royal Mail delivery service to return your goods. A 'Certificate of Posting' (free from post office counter staff at time of posting) should be obtained when returning goods.

Please see INFORMATION for further details. 

Care is taken in packaging the items to ensure that they arrive with you safely. 

However, in the event that your items do arrive damaged please contact me within 24/48 hours of receipt via email. If the damage is clear when the postman/postwoman delivers the parcel, please ask them to make a note of the extent of the breach in packaging/obvious damage in their details to help verify a claim for compensation. They may offer to take the package back to the Royal Mail Sorting Depot or Post Office and 'Return to Sender' if the package has clearly been damaged in transit.

To assist in processing a claim with Royal Mail I kindly request that you take photos of any damage to the outer packaging before you open it, the broken/damaged item in situ (if possible) and the broken/damaged product itself. Please retain ALL the packaging and the damaged product in case Royal Mail require evidence of the damage during the claim procedure. These photos are needed to provide legal evidence of the damaged item/packaging. Without them I may not be able to make a valid claim from the Royal Mail delivery service.

If I require the return of the damaged or defective goods I will refund you the cost of returning them, Please contact me first to discuss/authorise the return.

I would advise that you use a Royal Mail Second Class Large Letter/Small Parcel delivery service to return your goods. Please ask the Post Office counter staff for a 'Certificate of Posting' (it is free) when returning the goods, this will also be submitted to Royal Mail during the claim procedure.

The item or goods will be replaced or refunded following our email discussions. 

RETURN ADDRESS - FOLLY FLORA, BROOKE COURT, MAIN STREET, BROOKE, OAKHAM, RUTLAND LE15 8DE

Please see 'How to Return unwanted items not suitable for your requirements' on the INFORMATION page in the 'Returns Section'.

I am happy to refund, subject to the conditions outlined below.

Dispatch item back to Folly Flora within 30 days of receipt.

Please return items intact and unused, still in their original protective coverings or cellophane wraps, with all tags and labels still attached, (if originally present) in a resaleable condition.
To avoid items being damaged in the post I would recommend that you re-use the original packaging if it is still intact. If the item is not returned in its original resaleable condition, the buyer is responsible for any loss in value and a partial or no refund will be given.
Buyers are responsible for all return shipping costs (except in cases where the item is faulty, damaged or not as described).

Royal Mail second class delivery is usually the most economical. It is advisable to obtain a 'Certificate of Posting' when you post the item (free from the post office counter staff when requested) or use an insured trackable method if you prefer.

I will notify you by email when the returned order is received.

For further details please see the 'FOLLY FLORA RETURNS & REFUNDS POLICY' on the INFORMATION page

A refund will be issued within 14 days of Folly Flora receiving the returned item (as per the conditions set out in the 'RETURNS' section on the INFORMATION page).

The refund will be issued using the same means of payment used for the initial transaction, either by Stripe or Bank Transfer. Stripe states that there will be a delay of a few days before the payment is shown in your account.

An email will be sent to you confirming the Refund has been made.

If you contact me, I will use your information for the purpose of responding to your enquiry and will keep your information (message, name and e-mail address) secure until the query has been resolved.

When you place an order with Folly Flora I will use the information you provide for the purpose of fulfilling the order and maintaining my financial records. I will usually require your name, full delivery address and e-mail address. I will keep your information secure and only share it with third parties for the purpose of fulfilling the order, for example sharing delivery addresses with Royal Mail and if you pay via Stripe.

Please see Stripe's Privacy Policy before placing your order.

I will only keep your data for as long as necessary for the purposes specified and to fulfil my legal obligations. I am required to maintain records for HMRC tax purposes for a duration of 7 years.

Your Rights - You have the right to view or request deletion of any personal data that I hold about you. If you ever wish to do so, or if you have any questions or concerns, please use 'CONTACT'.  

For further information please see 'PRIVACY POLICY'

Folly Flora can be contacted by email through the 'CONTACT' link in the 'MENU' or 'FOOTER'.

A response to your queries should arrive well within 24 hours and hopefully no later than 48 hours.