All images shown in the FAVOURITES & PRE ORDER tab are for reference only. When you purchase an item it will be re-made, therefore allow for variations from the images. Due to dried flowers being seasonal, there will occasions where an item will be out of stock, therefore an arrangement may differ slightly. We will replace that item with a similar colour/style and ensure your piece is still as Pretty and as Dead as Ever. Please keep this in mind when asking us to replicate a piece, that it may not look exactly the same.
Due to the high volume of orders we try to get through to allow such a short turnaround time for custom pieces - we cannot send you images of your piece prior to posting your item. Being a custom handmade item, everyone interprets styles differently, please send through inspo photos or be as descriptive as possible when ordering as we will not refund/exchange a custom order if it's not what you were expecting. We ask you to trust our creative style and keep an eye on our socials for sneak peaks. Alternatively order an instock item so you know exactly what you are ordering.
Whilst we do not edit our images at all, we do take our photos on a professional camera in outdoor natural lighting, please keep this in mind that your product may not look as bright/vibrant in different lighting or rooms in your household. Colours may also vary on computer screens and phones.
// TURN AROUND TIMES //
INSTOCK ITEMS - 1-3 business days before dispatch
CUSTOM ORDERS, FAVOURITES, REMAKES & INSTALLS - up to 14 business days before dispatch
CUSTOM MIRRORS - 4-6 weeks before dispatch
You will receive a tracking number to the mobile or email you signed up with, once your item has been posted or is ready for pickup.
Please be aware that we use a third party courier service, which means once the parcel has left our premises we have no control on how it is handled, and in what timeframe it is to be delivered. We do not have a direct contact for the Courier companies and cannot follow up your order once it has left our premises.
If your parcel has not arrived within the suggested time frame of the tracking, you can lodge a "missing parcel enquiry" with the delivery company and they will follow up for you and contact you directly. Please do not contact us for tracking updates before the dispatch times on the listings. It is your responsibility to follow the tracking and organize "redeliveries, attempted deliveries or incorrect address issues" with the Courier directly.
// DELIVERY & DAMAGES //
Whilst the utmost care has been used to pack your items and the parcels marked fragile appropriately, delicate flowers may naturally shed during transit - this usually will not affect the overall look of the piece.
We are not responsible and will not pay for, or refund for any loss, damages, parcels delivered outside of suggested timeframes by the Courier or expenses incurred during transit with the courier service.
However, in the rare occasion your parcel does arrive damaged please contact us via email immediately (we will not accept claims later than 3 days from delivery date) with an image of the damaged box with the address label visible & the damaged item ( in the 1 photo) and we will put forward a claim on your behalf to the Courier Company.
This does not guarantee their outcome will be to refund. We will not refund if they reject your damage claim however we will offer alternative solutions to ensure your piece is of our standard.
We do not offer refunds or exchanges for change of mind. We also will not refund/exchange an order that you received in good condition, at a later date due to not following aftercare/mishandling the item.
// IMPORT TAXES, DUTIES & SHIPPING COSTS //Whilst we try our best to provide shipping pricing upfront, there will be the odd occasion the shipping cost will vary from the amount displayed due to overweight/delivery area. You will be invoiced the difference in shipping or offered a refund on the order.
// OVERSIZED ITEMS //Due to the size of the mirrors, installs & shipping size allowance you may receive your mirror & flowers separately - you will receive a video link on how to attach the flowers to the mirror in 2 easy steps with the products required provided. You may receive your install/oversized item in 2 parts and again will be sent a video link on how to attach them together.
// REFUNDS/CHANGE OF MIND //
We do not offer refunds or exchanges for change of mind. Please ensure you read the sizing & listings correctly before purchasing. By placing your order you have acknowledged and accepted these terms.
Thank you from the team @ Pretty Dead Flowers.