Question 1

Do you offer international shipping?

Accepted Answer

Currently, we only ship within the UK. We do not offer international shipping at this time.We are always looking to expand our services, so stay tuned for updates in the future! If you are based outside the UK, we recommend using a UK parcel forwarding service to receive your order. However, please note that we are not responsible for any additional fees or delays associated with third-party shipping providers.For more details, please check our Shipping Policy.

Question 2

Do you offer next-day delivery?

Accepted Answer

Yes! We offer Premium Next-Day Delivery for £8.To qualify for same-day dispatch, please place your order before 12 PM (noon).Orders placed after 12 PM will be processed and dispatched the next business day, arriving the following day.Please note that next-day delivery is only available for UK Mainland addresses and may not be guaranteed during peak seasons or unexpected courier delays.

Question 3

Can I change my delivery address after placing an order?

Accepted Answer

Once an order is placed, we cannot guarantee changes to the shipping address.

Question 4

My order says "delivered," but I haven’t received it. What should I do?

Accepted Answer

If your tracking shows "Delivered" but you haven’t received your parcel:Check your surroundings – It may be in a safe place (doorstep, porch, or with a neighbor).Check with neighbors or household members – Someone may have accepted it on your behalf.Wait 24 hours – Sometimes couriers mark packages as delivered before actual arrival.Contact the courier – Use your tracking number to request further details.If your order still hasn’t arrived after following these steps, please contact us at [customer support email].

Question 5

What should I do if my order is delayed?

Accepted Answer

While we strive to deliver on time, unexpected delays may occur due to weather, courier issues, or high demand. If your order hasn’t arrived 7 business days after dispatch, please contact us for assistance.

Question 6

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-5 business days to receive your order. We’re doing our best to deliver it promptly for you.

Question 7

I never received my order, what should I do?

Accepted Answer

If your order hasn't arrived within the estimated delivery timeframe, please follow these steps:Check your tracking details – You can track your order using the tracking link provided in your dispatch confirmation email.Confirm your delivery address – Ensure that the shipping address on your order confirmation is correct.Look for a delivery attempt notice – The courier may have left your parcel in a safe place or with a neighbor.Wait an extra 1-2 business days – Sometimes, delivery can be delayed due to high demand or courier issues.Contact us for assistance – If your order is still missing after 7 business days, please reach out to our support team at [customer support email]. We’ll be happy to investigate the issue and assist you in finding a solution.For more details, please check our Shipping Policy.

Question 8

Can I change or cancel my order after placing it?

Accepted Answer

Unfortunately, once an order is placed, we cannot change or cancel it as our team processes orders quickly. Please double-check your details before completing your purchase.

Question 9

Why haven’t I received an order confirmation email?

Accepted Answer

If you haven’t received an order confirmation email within 30 minutes of placing your order:Check your spam or junk folder.Ensure that you entered the correct email at checkout.If you still haven’t received it, contact our support team for assistance.

Question 10

What if I received a damaged or incorrect item?

Accepted Answer

We’re sorry for the inconvenience! Please contact our support team within 48 hours of receiving your order, providing: Your order numberTake clear photos of the damaged or incorrect item.A brief description of the issueEmail our support team at [support@silvafleur.com] with your order number and photos.We will arrange a replacement (if available) or a full refund, including return shipping costs.

Question 11

What happens if my order is delayed?

Accepted Answer

While we aim to deliver on time, delays may occur due to high order volumes, weather conditions, or courier issues. Please check your tracking link for updates. If your order hasn’t arrived 7 days after dispatch, contact our support team.

Question 12

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 13

How to Return an Item？

Accepted Answer

To return an item, follow these simple steps:Visit our Returns Portal and enter your order details.Select the item(s) you want to return and provide a reason for the return.Print the return label (if eligible) and securely pack your items in their original packaging.Drop off your package at your nearest Royal Mail or DPD drop-off point.Wait for your refund – Once your return is received, please allow 7-14 business days for processing. Refunds will be issued to your original payment method.📍 Important NotesMultiple Packages? If you are returning multiple boxes, please process each box as a separate return.Remote Areas: Returns from Northern Ireland, Scottish Highlands & Islands, and the Isle of Man may take longer to process.Lost or Delayed Returns: We recommend keeping your return tracking number in case your package is lost in transit.For any further assistance, please contact our support team at [support@silvafleur.com].

Question 14

Do you offer free returns?

Accepted Answer

At this time, we do not offer free returns. The cost of return shipping will be deducted from your refund unless you arrange your own postage.For damaged or incorrect items, we will cover the return shipping costs.

Question 15

Can I exchange an item?

Accepted Answer

We currently do not offer direct exchanges. If you need a different item, please:Return your original item following our return process.Place a new order for the replacement item.This ensures you receive the correct item as quickly as possible!

Question 16

How long does it take to process my return?

Accepted Answer

Once your return is received, please allow 7-14 business days for your refund to be processed.Refunds will be issued to your original payment method.You will receive a confirmation email once your refund is completed.If you haven’t received your refund after 14 business days, please contact our support team.

Question 17

Are any items non-returnable?

Accepted Answer

The following items cannot be returned:Clearance or final sale items (prices ending in .95).Custom or special order items.Gift cards.Items that are used, damaged, or missing tags.

Question 18

Do I need to return items in their original packaging?

Accepted Answer

Yes, all returns should be sent back in their original packaging and condition. This helps prevent damage during transit and ensures a smooth refund process.

Question 19

What is the difference between artificial and faux flowers?

Accepted Answer

There is no difference; these are simply different terms used to describe the same product.

Question 20

Can I trim or reshape artificial flowers?

Accepted Answer

Yes! You can trim stems with wire cutters and bend the wired stems to adjust the shape. This allows you to customize arrangements for different vase sizes and styles.

Question 21

Are your flowers and greenery suitable for outdoor use?

Accepted Answer

Products designed for outdoor use will be clearly stated in the product description. However, prolonged exposure to sunlight and weather conditions may affect their color over time. Under moderate sun exposure, outdoor artificial plants generally maintain their appearance for 3-5 years, whereas in regions with stronger sunlight, they may last around 1-2 years.

Question 22

Can I get a price adjustment?

Accepted Answer

Yes! We offer price adjustments within 7 days of your purchase if an item goes on sale.This applies only to full-price, in-stock items.The item must be the exact same product (same color, size, and style).Price adjustments do not apply to clearance, promotional, or previously discounted items.Discounts cannot be applied retroactively to past orders.If your order qualifies for a price adjustment, please contact our support team at [support@silvafleur.com].

Question 23

What are the discount rules and exclusions?

Accepted Answer

Some promotions require a minimum order subtotal to qualify.Discounts do not apply to:Gift cardsPre-arranged flower sets or potted plantsCustom or special-order itemsDiscounts cannot be combined with other promotions, offers, or coupon codes.Coupons have no cash value and cannot be used on previous purchases.Other exclusions may apply, which will be stated on each promotion.To stay updated on promotions, sign up for our emails!

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