DELIVERY

ONLINE SHOP ORDERS

Standard UK delivery is free for all orders over £150, and charged at £5.20 otherwise - orders to arrive between 3-5 working days*. We offer a £11.99 Express UK Delivery service for all products excluding vases. Delivery is fully trackable via EVRI using the tracking reference sent via email upon dispatch.

Northern Ireland delivery is charged at £10 per order - orders to arrive in 2-11 working days.

All Pre Designed Flower Arrangements ordered online and Hand-Tied Bunches are delivered beautifully wrapped and with care instructions included.

When ordering pre designed florals, please note that our Vase Collection is shipped separately to all Faux Flower & Greenery products and therefore may arrive at different times.

* Unfortunately, you may experience unexpected delays during busy periods, however please contact us if you need your flowers quickly for a gift and we will do our best to accommodate.

BESPOKE FLORAL ORDERS

If you have ordered a bespoke creation, we will arrange delivery with you directly at the time of taking a deposit.

If you are located within an 8 mile radius of our studio in Tadworth Surrey, we will deliver to you. If you have ordered scalable bespoke creations, then we will discuss delivery with you.

CORPORATE SUBSCRIPTION CLIENTS

If you are a corporate client and are part of our weekly and monthly floral subscription service, we will make deliveries to you as part of your subscription. This will be in person if you live in a 10 mile radius of our studio and by special courier if further afield.

RETURNS

Online Shop Returns

We hope that you love your faux flowers as much as we do, but if you would like to send them back, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return and refund. This same policy applies to Vases.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. Please note that unless items are deemed faulty, all return shipping costs will not be refunded:

• The Item is unused in its original inner and outer packaging and unused condition and we are notified within 14 days of receipt of your order by email at passantroyale@gmail.com
• Any damaged, used, or altered returns or anything we at Passant Royale considers unreasonable will not be accepted and will be returned to the customer.
• Item must be received by us no later than 28 days after the date of delivery.
• Returns received outside the above time frames are accepted at our discretion.
• Sale items and exchanged items are final sales and may not be returned or exchanged.
• When organising a return, we recommend using a tracking shipping service to ensure that it reaches us without damage.
• We also recommend that you request adequate insurance to cover the purchase price of the item. We will not assume responsibility for reimbursement or compensation if a return package is lost, stolen, or mishandled.
• Return postage charges are the responsibility of the customer, Passant Royale is not responsible for any costs of returns unless the item is incorrect, damaged, or faulty.
• Bespoke items that are custom-made or made to order may not be refunded or exchanged.

These instructions must be followed exactly and any failure to do so will prevent the processing of your return.

Note: ALL Bespoke Floral Orders, as well as all Wreaths & Garlands are non-refundable unless deemed faulty - Please See Our Terms & Conditions

To start a return, please contact us with your refund request and order details. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Once we have received and approved your return, we will automatically credit your original payment method, however, please remember it can take some time for your bank or credit card company to process.

We are unable to accept cancellations for bespoke floral orders once a deposit has been taken.

DAMAGES & ISSUES

We take great care with all of our faux arrangements, bunches and stems, however, should you notice any damages to your blooms, please contact us immediately so that we can evaluate the issue and rectify it.

Please note that we may require you to return faulty items in order for your refund / replacement to be approved. We may also ask for photographic proof to approve your items as faulty.

EXCEPTIONS/NON-RETURNABLES

In the case of Faux florals, if an item is bought as a pre designed 'Hand-Tied Bunch', the full bunch of stems must be returned to receive a refund - partial refunds are not offered. 'Flower Arrangements' returned with an incomplete number of stems will also not be refunded.

Please note that bespoke arrangements created via our bespoke service, as well as all Wreaths & Garlands are non-returnable unless deemed faulty.

For partial returns, when an order is initially paid for using a combination of Gift Card and Cash, the Gift Card value is refunded as a priority over the Cash value.

CONTACT US

If you have any more questions or queries, please do not hesitate to contact us. Please click here to fill in our contact form and we will get back to you as soon as possible.

*Unfortunately, you may experience unexpected delays during busy periods, however please contact us if you need your flowers quickly for a gift and we will do our best to accommodate.