We use a variety of couriers, depending on where you live and the weight and fragility of your parcel.

Standard delivery (including packing costs) for the mainland UK is a flat rate shipping fee for all products, which is sent via Parcel Force or Royal Mail on a Tracked 48- Hour delivery.

Pricing structure:

UK inc NI and IOM  (Parcel Force or Royal Mail): £4.95

Large items (such as trees): £8 - £12

Northern Ireland (Royal Mail): £4.95

ROI (Parcel Force): £11.50

We deliver to the UK mainland, Ireland and Scottish Highlands. Royal Mail will deliver to anywhere in the UK that has a UK postcode. Please note that XL items such as trees will incur an extra £10 surcharge for Scottish highlands, Isle of Mann and Isle of Wight. 

PLEASE SELECT YOUR COUNTRY AT THE CHECKOUT FOR YOUR POSTAGE COSTS TO BE CALCULATED.


We do offer a Click & Collect system therefore, if you live local to Chester you are more than welcome to collect your order. Please select the 'local collection' option at the checkout, then continue through the payment. You will be emailed with collection instructions and opening times for our warehouse. Local collection is free, however you may have to wait between 1 and 4 days to collect your items. We will do our very best to ensure you get your items as fast as possible.

Please ensure you double check the address you enter as your 'shipping address' as the courier labels automatically print from this entry. We cannot be liable for parcels sent to the incorrect address from mistakes when adding your shipping address. IF THE PARCEL IS SENT BACK TO US BECAUSE OF AN INCORRECT ADDRESS THEN YOU WILL BE LIABLE TO PAY A SECOND POSTAGE COST TO RE-SEND THIS OUT TO YOU. IF YOU CHOOSE A REFUND, YOU WILL NOT BE ENTITLED TO A REFUND FOR YOUR POSTAGE FOR THE ITEMS WE HAVE ALREADY ATTEMPTED TO DELIVER TO YOU.

We reserve the right to refuse to deliver any products at any time. We will not be liable to you or any third party by reason of our withdrawing any product from delivery.

 

All our deliveries are fully tracked. Tracking will be sent to you via the email address and phone number you provide to us at checkout, please ensure you check your junk mail box for updates from the courier. It is your responsibility as the purchaser to check your delivery is delivered correctly. If you feel your delivery has been delivered incorrectly, please contact us within 48 HOURS of the incorrect delivery. Any reports after this time CANNOT be rectified from our side. There are no exceptions to this. If the courier attempts to deliver your parcel but you aren't in, it is YOUR responsibility to rearrange delivery or collect your parcel from the depot. If your parcel is returned back to us due to you not collecting your parcel, YOU WILL NOT BE ENTITLED TO A REFUND FOR YOUR POSTAGE FOR THE ITEMS WE HAVE ALREADY ATTEMPTED TO DELIVER TO YOU.

 

DISCOUNTS

Any discount offers or codes must be used at point of purchase. We cannot add discount to the order retrospectively after the transaction has been completed.  

If a free delivery promotional code was used and then the product is unwanted and returned, the original postage cost that we have covered by us to send out your item will be deducted from your refund. 

 

CUSTOMS

Importing an order from us: From 1st January 2021, orders from EU countries will be subject to import duty (including Republic of Ireland). You may be contacted by our courier partners, Parcel Force and Royal Mail, and then asked to pay charges for the parcel to be delivered.

If a duty payment is requested, you will need to pay the charge to release your parcel.

You will be responsible for the payment of any VAT, customs or import duties charged once the package reaches your destination country. We will not be liable for any customs, duty and VAT Charges applied once the goods reach your destination country outside of the UK. If you refuse delivery and the goods do not get returned to us you will forfeit your refund.


Returning an order to us from outside the UK: From 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. Please be aware that Import duty may also be payable on goods over £135.

EU customers will continue to be responsible for paying carrier return costs as per the existing return process.

RETURNS

Please look after your unwanted Items once you have decided to return them - even if they are faulty. They must be returned undamaged and in the original packaging within 14 days of receiving your item. This is both the box they came in and the box they were sent in, filled with the protective packaging. You must take reasonable care of the products that you wish to return and not use them or removed any tags or stickers. Items must be in their original condition and cannot be refunded if the item has been adapted. Products should be returned at your cost, securely packaged within fourteen days of receipt of your order.
It is the customer's responsibility to return items to us in secure and suitable packaging. We will be unable to process your return if unwanted items are returned to us damaged.

Please email us at sales@phoenixflorals.co.uk to obtain return details. 

However, if your order arrives damaged we will replace it if possible or refund you as long as photo evidence of the damage product is provided within 48 hours of receipt. Please do not dispose of the faulty item until told to do so by us as we often require it to be sent back to us in order to be able to complete the refund. We hold the rights to decide whether to either refund or replace the damaged item. 

Unfortunately, due to the fragility of our large ceramic and glass products they are non-returnable. This is because we use a specific fragile courier service to send them to you, but unfortunately a lot of fragile items are returned to us broken by the courier from customers returning them with a none fragile service.

If your item has arrived damaged then we will replace the item as long as we are at fault. Please note that any damages must be reported within 48 hours of the item being delivered. Please send us an email including a picture of the damage to: sales@phoenixflorals.co.uk

 

None of our sale items are returnable or refundable. Many of the sale items will be advised in the listing they have minor imperfections, therefore they are sold under this understanding.