Refund policy

Returns & Refunds

At Fleur & Mae, we want every piece to feel right at home. If something isn't quite as you'd hoped, we're here to make it simple. This policy sets out how returns work, what we can and can't accept, and how refunds are processed.

Your statutory rights as a consumer in the United Kingdom are not affected by anything written below.

14-day right to cancel

Under the Consumer Contracts Regulations 2013, you may cancel an order for any reason within 14 days of receiving it. Please notify us in writing within those 14 days, and return the item to us within a further 14 days of letting us know.

Items must be returned unused, undamaged, and in their original packaging, including any care cards, ribbons, or display materials.
We recommend keeping all packaging until you are certain you wish to keep your purchase — items returned without their original packaging may not be eligible for a full refund.

Who pays for return shipping

The cost of returning unwanted items to us is the responsibility of the customer. We strongly recommend using a tracked, insured courier service — Fleur & Mae cannot be held responsible for items lost or damaged on their way back to us.

Return shipping is only refundable when the item was faulty, damaged on arrival, or not as described.

Faulty or damaged items

If your order arrives faulty or damaged in transit, please contact us as soon as possible — ideally within 48 hours of delivery so we can raise the issue with our courier — at hello@fleurandmae.co.uk. Please include:

Your order number
Photographs of the damaged item
Photographs of the outer packaging it arrived in
Any visible courier labels

We'll arrange a replacement, repair, or a full refund (including original delivery charges and return postage) at no cost to you.

Items we cannot accept for return

For reasons of hygiene, originality, or made-to-order production, the following items are non-refundable unless faulty:

Bespoke or custom-made arrangements
Items personalised at your request — engraved vessels, custom colourways, made-to-measure pieces
Items that have been used, dressed, modified, or damaged after delivery
Sale or clearance items clearly marked "final sale" at the point of purchase
Trade orders placed under a Trade Account — please refer to the terms of your Trade Account agreement

How to start a return

Email info@fleurandmae.co.uk with your order number and the item(s) you'd like to return.
We'll confirm the return and send you our returns address along with a reference number to include in the parcel.
Repackage the item carefully in its original packaging.
Send via a tracked, insured courier service and keep hold of your tracking details until your refund is processed.

Refunds

Once your return arrives at our atelier and has been inspected, we'll process your refund to the original payment method within 14 days, in line with UK consumer law. Most card refunds clear within 3–5 working days of being issued, though the exact timing depends on your bank or card provider.

If a returned item shows signs of use or handling beyond what is reasonably necessary to inspect it, we reserve the right to deduct a proportionate amount from the refund to reflect the loss in value.

Exchanges

We don't offer direct exchanges. If you'd like to swap a piece for a different size, finish, or design, please return the original for a refund and place a fresh order for your preferred item — that way you secure the new piece without it going out of stock.

Trade Account customers

Returns on Trade orders are governed by your individual Trade Account agreement. For assistance, please contact your Fleur & Mae trade liaison or email trade@fleurandmae.co.uk.

Need help?

For any questions about returns, refunds, or your order, our team is here to help.

Email: info@fleurandmae.co.uk
WhatsApp: +44 7746 352371
Returns address: The Old T A Centre, Territorial Street, Middlesbrough, England, TS3 8DR