FAQs
Do you ship worldwide?
Yes, we ship to most countries. Including all of Europe, the US, Canada, Australia, New Zealand, Japan, Korea.
If you can’t see your country listed at the checkout please enquire via email to info@florencestgeorge.com about shipping.
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When will my order be dispatched?
Orders are currently taking 5-7 days to ship. Bespoke pieces will take 6-8 weeks after the design has been agreed.
Please email us if you need your order to arrive before a certain date, we always try our very best to accommodate this.
You will receive an email confirmation when your order has dispatched, if you have not yet received an email then your order is still processing.
The piece I want is sold out! Will you be restocking soon?
You can subscribe to our mailing list (found at the bottom of the website).
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SHIPPING
UK Delivery Prices
We aim to ship your order within 5 days of purchase however, please note that some pieces are made to order with an approx 2 week lead . Once your order has been shipped, please allow 2-4 working days for delivery.
Standard UK Delivery - Flat rate £5.50
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Premium UK Delivery - Courier flat rate £10
International Delivery Prices
For International delivery, we will ship your order within 5 days of purchase and deliveries can take up to 5-15 working days, if not longer. We will always share tracking details so you can locate your parcel at any time.
Europe - Flat rate £25
USA & Canada - Flat rate £70
Non EU countries please get in touch for a delivery price.
My order hasn’t arrived yet, what shall I do?
Please be patient with your respective shipping providers, particularly for international orders. If you no longer require your order and would like a refund we can arrange this but we will need you to send back the piece if it does arrive. Please also check your tracking number.
UK ORDERS - Please get in touch 1 week from your dispatch date and we can either refund you or start making your replacement piece/s.
EU ORDERS - Orders sent with Royal Mail will officially be considered lost 30 working days from your dispatch date. You can get in touch with us before this but unfortunately we will only arrange sending a replacement after the full time has passed.
ALL OTHER ORDERS - Orders sent with Royal Mail will officially be considered lost 35 working days from your dispatch date. You can get in touch with us before this but we will only arrange sending a replacement after the full time has passed.
International Customs
When a package is shipped internationally, it may be subject to import taxes, customs duties or fees imposed by the destination country.
Customs and import duties are raised once the parcel reaches the destination country and we cannot predict what these charges may be.
These charges are the responsibility of the buyer. Customs charges and policies vary and we would advise you to contact your local customs office to get the required information and to understand which duties might be applicable to receive your parcel.
Once the parcel leaves us, we have no control to cancel the order. Furthermore, delivery times may vary due to customs processing. Please note that this is beyond our control.
RETURNS POLICY
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We hope you love your items and that they are received in the best condition. However, if you would like to make a return, please get in touch. We’re afraid we cannot cover the costs of returns.
We advise using a tracked service and ask that items are repackaged as they were received, using the same packaging. Please ensure each piece is individually wrapped and there is sufficient padding around the edge of the box.
Unfortunately, if they are not packaged sufficiently and become damaged during transit, we will be unable to refund those items.
We will process your refund as soon as we receive delivery of the items to be returned. This can take up to 7 working days to clear.
Please contact us within: 14 days of delivery
Send items back within: 30 days of delivery, in the original packaging if possible.
The above is not applicable to bespoke orders or sale items.
You can let us know if an international order is taking longer than expected but we will not send a replacement / issue refunds until 32 working days have passed since the shipment date to give the package time to arrive.
If your item is damaged just send an email to info@florencestgeorge.com and we will send you a replacement for free.
If you receive an incorrect item due to a mistake on our part we will send a replacement for free and pay for the shipment of the sent piece back to us. If you accidentally order the wrong piece we will still send a replacement but will ask that you pay for shipping.
If you are unhappy with the quality of your order simply send it back to us and we can refund you.
If your item gets lost due to an incorrect address being entered at checkout we will ask that you pay for redelivery.
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Please get in touch with any other questions or enquiries.