Frequently Asked Questions

All of our parcels are handled via Royal Mail Tracked 48 and Tracked 24.
ALL UK Mainland deliveries of soft toys, children's gifts, scented candles, greeting cards, wrapping paper, musical wind chimes and Pachamama clothing are FREE when you spend over £30, there is a small charge of £3.95 for orders under this value.
Our aim for National orders is to despatch the same working day, when possible, unless it arrives after 1PM GMT at which time your order will be despatched on the next working day.
This may not always be possible during busier times such as around Black Friday and over the Christmas period.
Delivery times to UK mainland addresses fall between Monday and Saturday 9:00 A.M. - 5:00 P.M., excluding public holidays.
You will receive a text message from Royal Mail detailing when your parcel was collected and a two hour delivery window, if there is ever a problem you will be notified via email.
For all orders please allow 2-5 working days for UK mainland delivery and 3-14 working days for International destinationsbr
Items not Collected:
If Royal Mail attempt a delivery and no one is home and/or there is no safe place to leave it then a card will be left to advise the parcel will be held at the local depot for collection.
If the parcel is not collected after 14 days it will be returned to us, so please keep an eye on the tracking for any gift you purchase to ensure that it is not being held. If it does get returned here there will unfortunately be a charge for re-delivery.

We hope you'll be pleased with your purchase, but If you should change your mind, and wish to return your purchase, we'll be happy to refund or exchange them providing it/they are in fully resalable condition with tags and labels still attached.
In this instance you will be responsible for the return postage and you will only be refunded for the actual product NOT the delivery.
If the problem arises from a faulty product or you have received the wrong size or colour we will fully refund your transaction and pay for the return of the item.
Returns should be made within 14 days.
Please email Fleurtations to advise.
Please bear in mind that refunds to credit cards can only be made to the original card of purchase. With Paypal the refund is instant.

We will treat all personal information including email addresses with the strictest confidence, none of the information given will EVER be passed on to a third party. If we have promotions available we will gain absolute consent from the recipient before using their contact email address for promotional purposes, we know what it is like to be bombarded with "junk" emails and this will definitely not happen from this site. As far as your personal financial details are concerned we never see any of those details because as soon as you enter the payment page you leave our site and move to one of our secure on-line card processing companies either 'Paypal' or 'Sage Pay Secure' and they confirm your details and are solely responsible for the transfer of finances.

Please use the "Contact" link at the top of the page (there is a contact button located at the top of every page) where you can contact us via email, fax, telephone or post. To instantly email please follow this link info@fleurtations.uk.com and a big thank you for all the lovely emails that we receive from happy customers, it really does go a long way to rewarding all of our hard work.

We accept all major credit cards including American Express and you can use these through Paypal and Sage Pay secure. If you have a Paypal account your details are already stored with them and so the payment process is really fast otherwise you have to manually supply your payment details but rest assured we never see any of your financial details, the financial section of your order is done through a secure on-line bank.

Absolutely FREE via Royal Mail Tracked 48 when you spend over £30 on all Teddy Hermann Plush, Palm Pals, Rachel Ellen, Moulin Roty, Scented Candles, Wrapping Paper, Greeting Cards and Pachamama clothing products, as long as it is within the UK mainland. There are no hidden charges and we do not conceal the delivery charge in the price of your purchase. Any purchase below £30 incurs a minimum £3.95 delivery charge.

Yes and we cover the entire globe, our most popular destinations are the USA, Canada, Australia, New Zealand (NZ) and most of Europe including France, Germany, Spain, Italy, Greece, Portugal and Holland but we even despatch to places like Afghanistan, Barbados, Singapore, Japan and Hong Kong. The delivery charge is based on weight and some of the smaller items can go for as little as £6.00 (GBP).

We are certainly not a recent internet based company, we have been trading for over 40 years during which time we have built up a wonderful relationship with our customers, obviously the Internet has been a more recent addition but we are trying to adopt the same high standards of customer care and quality that have kept us around for the last 40 years.
We have always tried to supply quality designs at realistic prices and give exemplary customer service.

Yes, every effort is made to ensure that all items shown are in stock, we can, however, offer no guarantee of availability (we are sometimes so busy, that keeping on top of over 6,000 items stretches us just a tad, please be aware we are only human!).

V.A.T. is included at the current rate, presently 20%, on all applicable products on this site. The price shown for the goods does not include postage and packing unless specifically stated.

The colour of goods may vary slightly from that shown on the website this is due to variations in browser software and monitors. All soft toy sizes shown are taken from the top of the head to the bottom of the foot and are approximate sizes. Product descriptions are for guidance only, just because we love all our plush soft toys does not necessarily follow that you will love the same ones.

WE NEVER SEE YOUR CREDIT CARD DETAILS. Once you have entered your delivery information you leave our site and are transferred to an On-line Card Processor. We use 'Paypal' and 'Sagepay' to process your credit card payments. They are two of the largest online card processors in the UK and International markets with huge experience and great track records.