Returns Policy

RETURNS FOR NON-PERSONALISED ITEMS

You can confidently purchase any ready-made non-personalised item with the assurance of our 28-day money-back guarantee. To be eligible for a return, the item must be non-personalised and unused. It should remain in the same condition as when you received it, and you are required to send it back in its original packaging.

RETURNS FOR PERSONALISED ITEMS

In accordance with the Consumer Rights Act 2015 (UK), our items fall under the category of exempt goods for refunds. These goods include perishable items like flowers and personalised goods, such as our resin keepsakes, which are custom-made to your specifications.

In the rare instance that you are dissatisfied due to an error on our part, such as missing parts or damaged goods, please reach out to our customer service team at contactus@artisanpalace.com. We will work with you to find a suitable solution.

It's important to note that damages do not include:

• Changes in flower color, which occur naturally during the drying process and are beyond our control.
• Air bubbles within resin keepsakes, as these result from trapped air within the resin. We make every effort to minimize air bubbles, but complete elimination is not always possible.

RETURNS VIA OUR ADDRESS BELOW

Kindly include your order confirmation number along with the reason for the return:

Artisan Palace PO Box 580 London DA1 9XP United Kingdom

PLEASE NOTE: Prior to sending a return, you must contact our customer service team. As per the Consumer Rights Act 2015, refunds are not obligatory for personalised items or items made to your specifications, unless they are damaged. Please understand that our small business invests considerable time, effort, and resources into crafting your items.

REFUNDS

Before initiating any refunds, please reach out to our customer service team at contactus@artisanpalace.com or submit an enquiry via our contact page.

REFUNDS ON COMPLETED ITEMS

Upon receiving your request, our team will promptly respond and request clear photos of the keepsakes, highlighting the aspects you are unhappy with. This may include close-up images of imperfections or videos showcasing the areas of concern. In many cases, these imperfections can be addressed. If this issue arises within 90 days of receiving your resin keepsake, no additional postage fees will apply.

In the unlikely event that your item is irreparably damaged or beyond amendments, we will offer a partial refund. The amount will be at our discretion and based on various order factors. Should you be eligible for a refund, you may retain the item, and there is no need to return it for amendments.

REFUNDS BEFORE COMPLETION

When placing an order on our website, please be aware that flower preservation items may take up to 12 weeks to complete, while resin-based favours and silicone products may take up to 3 weeks. If we are unable to fulfil your order within these timeframes (assuming no hindrances to our work), a full refund will be provided.

While we are not obligated to terminate orders before completion, we may allow exceptions under special circumstances. Artisan Palace reserves the right to retain funds based on the level of work already completed. Refund percentages vary at different stages of progress:

• Flowers not yet received/pre-order cancelled: 90% refund
• Flowers have been selected and packed for drying: 50% refund
• Resin design phase initiated: 15% refund
• Resin finishing or framed artwork started: No refunds, as the process is too advanced. This policy aligns with UK law, which does not mandate refunds for personalised items.

FAULTY ITEMS

Given the handmade nature of our products, small imperfections such as air bubbles can occur. We accept returns from customers for item amendments, which need to be confirmed by our customer service team beforehand. Refer to the section above for further details.

If you notice a fault within the first 90 days of receiving your item, please reach out to us at contactus@artisanpalace.com. We will cover the postage costs for amending and returning your items.

After the initial 90-day period, we will still address faulty items. However, customers will be responsible for covering the postage costs to and from our office.

LATE OR MISSING REFUNDS

If you are awaiting a refund and our team has approved it, please note that processing times can vary depending on your chosen payment method. Before contacting us again, please consider the following steps:

1. Check your bank account for the refund.
2. Contact your credit card company, as it may take time for the refund to reflect.
3. Get in touch with your bank, as there may be a processing delay.
4. If you've followed these steps and still haven't received your refund, please contact us.

EXCHANGES

If you are dissatisfied with your personalised item and wish to exchange it, kindly contact our customer service team. We will assess your concerns and collaborate with you to find a suitable solution. In some instances, we may remake the item according to your specifications or make amendments to address any issues you're facing.

Customers often inquire about adjusting their orders while their flowers are still in our possession. We can accommodate adjustments during the drying stage. In such cases, we will issue a new invoice for additional charges or offer a partial refund based on the changes made. To adjust your order, please contact our team at contactus@artisanpalace.com.

GIFTS

If you wish to return an order marked as a gift that was shipped directly to you, we can provide you with gift credit equal to the return's value. Once we receive the returned items, you will receive a gift certificate via email.

For gifts received from individuals who purchased through us, the gift certificate will be sent to the purchaser, who can then pass it on to you at their discretion.

CANCELLATIONS

Should you decide to cancel your order while your flowers are still drying, we may be able to return them to you if they remain in good condition. However, you will be responsible for the postage costs associated with returning the flowers to you.

SHIPPING

To facilitate a prompt return or refund process, kindly adhere to the following guidelines:

1. Return the product in its original packaging.
2. Ensure proper packing to prevent damage during return transit.
3. Include your order confirmation email or your name, address, phone number, order number, and your preference for a refund or replacement.

You will be responsible for covering your own shipping costs for returning the item, and these costs are non-refundable. If you are returning an item for amendments within the first 90 days, we will cover the shipping expenses.

Please note that delivery times for exchanged products may vary depending on your location.

For items valued over £100, consider using a trackable shipping service or purchasing shipping insurance. While we do our best, we cannot guarantee the receipt of your returned item, and we cannot control the package's condition or loss during transit.