Frequently Asked Questions
Please place your order before 12pm GMT on Monday 12th December for guaranteed pre-Christmas delivery.
How much does shipping cost?
We offer free global shipping on all orders over £300. Shipping costs will vary. Please contact firstname.lastname@example.org for further information.
How long will my order take to arrive?
We aim to ship orders as quickly as possible from our studio in Shanghai. As most of our pieces are made to order it can take up to 10 to 14 days before dispatch. When shipping internationally, packages can be held in customs and could possibly take longer to get to its final location. In the unlikely event that this should happen, or if you have any questions or concerns, please email email@example.com with your order number and our customer care team will promptly get back to you.
Can I track my order?
Tracking details will be provided through email as soon as orders have been shipped.
Will I have to pay import tax for my order?
Customs or import duties may be applicable depending on the shipment destination country. These charges are the responsibility of the recipient of the parcel. Unfortunately, we have no control over these charges and are unable to predict what the cost will be as they vary from country to country.
Th buyer is responsible for any custom fees/taxes/import duties that may be charged by your postal office. If you fail to pay duties required to release your package to you, and it gets returned to us, we do not offer refunds.
How does my welcome code work?
When you subscribe to our mailing list you receive a code for 10% off your first order! This code can only be used once and only works on full price items. Please remember to add your code before purchasing, as once the order goes through we are unable to process the discount after purchase.
How does Klarna work?
Klarna allows you to shop now and spread the cost into 3 equal, interest-free, payments. The first payment will be taken from your card when your order has been shipped. The two remaining equal payments will be taken from your card 30 and 60 days after the first payment is taken. Please shop responsibly.
How does the 'Refer a Fleur' scheme work?
It's simple - just use the 'Refer a Fleur' button on our website. Clicking this will create a special shopping link for you to share with your friends. When they shop through this link, it will generate a unique discount code for them to get £10 off their first order. Once their purchase is complete, you will receive your unique £10 off code for your next order too!
To return your order, please contact customer service. We apply a standard timeframe of 7 days to return your order after it has been received.
How and when will I receive a refund?
Once a return has been received and inspected, we will send an email to confirm the receipt of the returned item and the approval or rejection of the refund. We will then issue a refund, and customers will receive a confirmation email of this. We can only issue a refund via the method of original payment.
Please note - we are unable to refund any shipping costs, tax/duty fees or customs charges.
Can I exchange my items?
Unfortunately we do not offer exchanges, but we do offer returns as detailed in our Returns Policy. Please follow the instructions for returning your parcel and reorder the item which you would like in your desired size.
What is the sizing of b.Fleurs clothing?
We offer clothing in sizes ‘Small’, ‘Medium’ and ‘Large’. ‘Small’ translates to a UK size 6 - 8, ‘Medium’ translates to a UK size 8 - 10, and ‘Large’ translates to a UK size 12. Custom sizing may be possible via our Bespoke service, please contact Customer Care for more details.
Can I receive more detailed sizing of specific items?
If you would like to know the measurements for any specific items of clothing in the sizes we offer, please email firstname.lastname@example.org.
Can I reserve items on the website?
At the moment we do not offer the option to reserve clothing, however we do offer pre-order for new ranges and styles as soon as new collections are announced.
How can I partner/work with b.Fleurs?
For all PR enquiries, please email email@example.com.
I ordered more than one item but have not received them all?
We aim to ship orders as soon as possible, ideally packaged together. However, sometimes we will send out items from orders separately as soon as they are ready, in order to minimise the wait time for customers. Please email firstname.lastname@example.org for any further information regarding this matter.
I have sent an email/Instagram message - when will I hear back?
We aim to reply as soon as possible, although this may take a little longer during particularly busy periods. Our Customer Care team is available Monday to Friday with the exception of public holidays.
I have already placed my order but have changed my mind - can I cancel it?
If you have changed your mind and wish to cancel your order, please email email@example.com as soon as possible. We aim to process orders as quick as possible, and if your order has already been shipped we will be unable to cancel the order at that stage, and the order will need to be returned as per our Return Policy.
Can I pay for my items in instalments?
At the moment we do not offer the option to pay for orders through instalments and therefore the full price of an order must be paid at the checkout for an order to be placed.