Return & Refund Policy
2022-06-03
0 comments
Emma Fawcett-Eustace’s Redelivery, Account Credit and Refund Policy
We have a fantastic team that conducts several quality checks to make sure we send the most beautiful arrangements. We hold ourselves to a higher standard here at Emma Fawcett-Eustace and delivering flowers that aren’t up to par definitely does not fit within that standard. Delivering fresh, beautiful flowers to your recipient is our number one priority.
On those rare occasions when there is an issue with your order, we will do our best to make things right by providing a solution that works for you and your recipient.
We evaluate every claim on a case-by-case basis. If requesting a quality-based redelivery, refund or credit, we will kindly ask for your support in helping us address this issue with our internal team and partners by requesting a photo of the arrangement. Quality is Queen at Emma Fawcett-Eustace, and one way we can make meaningful improvements is to ask our customers to help document when we get it wrong so that we know exactly how to fix it moving forward.
Orders may be corrected before the label is printed by signing into your Emma Fawcett-Eustace account and editing the address or delivery window. Once an order is passed to our fulfillment team and the label is printed, no changes can be made to the order. Depending on several factors, including individual farm lead time, production time, transit time, and shipping cut-off times, your order may pass to fulfillment as early as 3 to 4 days before the delivery window. In our busier holiday times, labels may be printed as early as one week in advance to ensure we are able to fulfill and deliver all orders on time.
FAUX FLOWERS
The Emma Fawcett-Eustace Promise: Mother Nature might not grow to Pantones but these man-made bits and blooms are manufactured according to our specs so what you see is what you get! In the (hopefully unlikely!) event that you would like to return your faux arrangement, please contact our customer service department within 3 days of receiving your product for a return shipping label. Once you receive the label you will have 7 days to complete the return.
REFUND POLICY
While all sales are final, we understand that occasional issues can happen where you may be eligible for a full or partial refund. Our customer service team is happy to assist you in resolving your issue. Some reasons for issuing a full or partial refund may include:
- The order was damaged in transit
- The order arrived after the delivery window caused by carrier delay (missed flights, delays in transit, delivered to the wrong address, etc.).
- The order had quality issues not caused by weather delays or other events outside of our shipping partner’s control.
- The order is canceled by the customer through their Emma Fawcett-Eustace account before the label is printed, but the arrangement was still shipped (wasn’t caught in time to stop).
- The order could not be located after being marked delivered or was lost by the shipper while in transit
PLEASE NOTE: Photo documentation is required for quality-related refunds.
Orders where the customer has incorrectly entered the shipping address and/or the package has been delayed by circumstances out of the carrier’s control (weather, natural disaster, etc.) are not eligible for a refund.
FRESH FLOWERS
REDELIVERY POLICY
Our promise to you and your recipient is to always ship the freshest, highest-quality stems we can source from our growers. In order to stay committed to quality (and because we work with Mother Nature) this occasionally may mean we need to make a substitution for color and even flower choice. Please note that while we cannot guarantee the exact color or what the exact flower varieties will be, we do guarantee that your specific blooms will be fresh, and beautiful and that you or your recipient will love them!
If your order does not arrive fresh and beautiful you may be eligible for a complimentary redelivery. Some of the reasons why we would consider redelivery include:
- The order was damaged/delayed in transit and arrived in poor condition.
- The order was lost by the carrier and was not received. We will file a lost claim with the shipper to investigate.
- For customer-based errors (incorrect/incomplete address, timing, etc.) we will redeliver the product at a 50% discount off the original price plus shipping.
All redelivery requests must be submitted within 60 calendar days of the delivery window to be considered.
ACCOUNT CREDIT POLICY
In some circumstances, you may be eligible for a full or partial account credit that you can use on a future order. Some of the reasons for issuing an account credit may include:
- Forgot to use the valid discount code you were provided
- Missing add-on item
- Quality issues when redelivery will not work
- The order was not received or lost by the shipper
All requests for account credit must be submitted within 45 calendar days of the delivery window to be considered.
REFUND POLICY
While all sales are final, we understand that occasional issues can happen where you may be eligible for a full or partial refund. Our customer service team is happy to assist you in resolving your issue. Some reasons for issuing a full or partial refund may include:
- The order was damaged in transit
- The order arrived after the delivery window caused by carrier delay (missed flights, delays in transit, delivered to the wrong address, etc.).
- The order had quality issues not caused by weather delays or other events outside of our our our shipping partner’s control.
- The order is canceled by the customer through their Emma Fawcett-Eustace account before the label is printed, but the arrangement still shipped (wasn’t caught in time to stop)
- The order could not be located after being marked delivered or was lost by the shipper while in transit
PLEASE NOTE: Photo documentation is required for quality-related refunds.
Orders where the customer has incorrectly entered the shipping address and/or the package has been delayed by circumstances out of the carrier’s control (weather, natural disaster, etc.) are not eligible for a refund.
All refund requests must be submitted within 30 calendar days of the delivery window to be considered.