FAQ
🌼 FlowerHour • FAQ
Quick answers for dreamy souls ✨
🌸 Q1: Do you accept returns?
A: Most of our items are made individually just for you, so returns aren’t available — unless something arrives damaged or incorrect. We always want you to be happy, so if there’s an issue, we’ll take care of it. 💗
🌸 Q2: My item arrived damaged — what should I do?
A: If your order arrives damaged or faulty, please contact us on the day of delivery at contact@flowerhourstore.com with clear photos or a short video of the item and packaging.
We’ll review your case with care and may offer a replacement or refund where appropriate. 💗✨
🌸 Q3: What happens if my parcel is delayed, lost or damaged during shipping?
A: Once your parcel is handed to the courier, FlowerHourStore isn’t responsible for delays, loss, damage, failed delivery or uncollected packages. Any shipping-related claims must be made directly with the courier, though we’re always happy to guide you. 🌷
🌸 Q4: Can I choose exactly what’s in my scoop?
A: Scoops are 100% mystery — that’s what makes them so magical! ✨💗
Every scoop is a little surprise made just for you, so the exact items can’t be chosen in advance.
🌸 Q5: What happens if my parcel is lost by the courier?
A: If the courier confirms your parcel as officially lost, you can choose a replacement or a refund. This doesn’t mean FlowerHourStore is responsible for the loss — it simply allows us to support you once the courier confirms it. We’ll help guide you through the claim process. 🌷
🌸 Q6: My parcel is delayed — can I get a refund?
A: Sadly no — delays caused by postal services or customs are outside our control. Your parcel is still on the way, and we can help you track it if needed. 💗
🌸 Q7: Can I cancel my order?
A: Orders cannot be cancelled once placed. Please review your cart carefully before checkout. 💗
🌸 Q8: Do I have to pay customs fees?
A: Some countries may charge customs fees or import taxes when your parcel arrives. These fees are set by your local customs office and are the customer’s responsibility.
📌 Tip: Please always make sure your email and phone number are correct at checkout — customs will contact you directly if payment is needed. 🌷✨
🌸 Q9: I didn’t pay customs fees / the parcel was returned — what happens now?
A: If customs fees aren’t paid and the parcel is returned, the order becomes non-refundable.
We can re-ship it once the new shipping fee is covered. 💗
🌸 Q10: My parcel was returned-to-sender — can I get a refund?
A: Refunds aren’t available for unclaimed or returned-to-sender parcels.
We’re happy to re-send it for you once the new shipping cost is paid. 💗
🌸 Q11: What if I entered the wrong address?
A: Please double-check your address at checkout — parcels sent to an incorrect address can’t be refunded. If the order hasn’t shipped yet, message us as soon as possible and we’ll try to update it. 🌷
🌸 Q12: Do you ship internationally?
A: Yes! We ship from the UK to many countries worldwide. Shipping costs and delivery times vary by location. ✨💗
🌸 Q13: How long will my order take to dispatch?
A: Dispatch time depends on the type of item:
• Watches & jewellery: 1–3 business days
• Mystery Scoop (no video): 3–5 business days
• Mystery Scoop (with video): 5–15 business days
Each order is prepared with love, so timing varies depending on what you buy. ✨💗
🌸 Q14: How long does delivery take?
A: Delivery time starts after dispatch and depends on your location:
• UK: 2–5 business days
• Europe: 5–10 business days
• USA/Canada: 7–15 business days
• Rest of the world: 10–20 business days
All orders include tracking so you can follow your parcel. 📦✨
🌸 Q15: If I order different items, will they ship together?
A: Yes — combined orders ship together once all items are ready.
If you want items shipped separately, please place separate orders. 🌷
🌸 Q16: I’m not sure what to do. Can I message you?
A: Always 💛
You can email us anytime at contact@flowerhourstore.com.
We review every message with kindness, care and individual attention — you’re never left alone here. 🌼✨