FREQUENTLY ASKED QUESTIONS - FAQ'S

  • HOW DO I PLACE AN ORDER?

Shopping with Folly Flora is simple. You can place an order on our website using the shopping cart.

Visit the WEBSHOP, select the item from the product pages

If you have any questions before placing an order, please get in touch through 'CONTACT'

I would like you to be pleased with your purchase, so please ensure you read the descriptions, information and policies to be clear what you are buying.
Items for sale are sold 'as seen' in the photographs. Any props in the image are not included in the listing price and are for illustration purposes only.

  • CAN I CANCEL an ORDER?

Folly Flora follows The Consumer Contracts Cancellation and Regulations 2013 (CCC&R 2013).

You have a right to cancel your order within a 14 day window as set out in the CCC&R 2013. 

Within the time frame of 14 days after receipt of the goods, buyers can change their minds and cancel the order and return products without providing a reason. This rule does NOT apply to personalised and custom-made products/orders.

(Cancellation before dispatch - I usually wait a minimum 24 hours before posting orders, an order can be cancelled before dispatch by sending an email to cancel the order to Folly Flora).

The cancellation period after dispatch will start the moment you (the customer) receives a product/order.

Please see INFORMATION and the 'Returns Section' for further details. 

  • IS FREE DELIVERY AVAILABLE ON YOUR WEBSITE?

There is FREE delivery on UK orders over £30

A Standard Delivery Charge of £3.50 applies to orders of £30 and under.

(Maximum packaged weight under 2Kg).

Highlands and Islands may be subject to additional charges, please enquire for further details.

There is no minimum order value.

Please Note: DELIVERING to the UK ONLY

Most products are lightweight but too bulky to fit in the 'Large Letter' category for posting, where the maximum depth of package allowed is 2.5cms. These products unfortunately have to be sent as 'Small Parcels' instead, whatever their weight.

Delivery is by Royal Mail 2nd Class using Large Letter and Small/Medium Parcels categories.

Exceptions to the 'Free and/or Standard Delivery Charge' are large or fragile items too difficult to package and deliver by post safely. These items will be clearly marked on the 'Product Details' as 'By Collection in Person Only'. 

  • WEIGHTS of THREAD SELECTIONS

All the weights of threads, fibres and yarns listed are approximations only. I generally state a minimum weight you should expect for a chosen listed selection. You will receive at least the minimum weight in grams stated, and sometimes with a few more to make full use of the postal weight allowance!

  • ITEM not SUITABLE for your REQUIREMENTS?  UNHAPPY with your PURCHASE?

I hope buyers will be pleased with their purchase, however if you are in any way unhappy with your items, please let me know and I will try to rectify the problem.

Or, if for any reason the item is not suitable for your requirements I am happy to refund, subject to the conditions outlined in the 'Folly Flora Returns Policy'. 

Please see 'How to Return unwanted items not suitable for your requirements' on the INFORMATION page in the 'Returns Section'.

  • INCORRECT ITEM in DELIVERED GOODS

If I packaged and delivered an incorrect item(s) to you in error I will refund you the cost of returning the incorrect goods. The correct item(s) will be forwarded on receipt of the returned incorrect item(s) or with evidence of a 'Proof of Posting/tracking' from the Post Office.

In the first instance please contact me to discuss/authorise the return. I would advise that you use a Royal Mail delivery service to return your goods. Evidence of Proof of Postage/Certificate of Posting (free from post office counter staff at time of posting) must be obtained when returning goods.

Please see INFORMATION for further details. 

  • WHAT IF AN ITEM ARRIVES DAMAGED?

I take care in packaging the items to ensure that they hopefully arrive with you safely. 

However, in the event that your items do arrive damaged please contact me within 24/48 hours of receipt via email. If the damage is clear when the postman/postwoman delivers the parcel, please ask them to make a note of the extent of the breach in packaging/obvious damage in their details to help verify a claim for compensation. They may offer to take the package back to the Royal Mail Sorting Depot or Post Office and 'Return to Sender' if the package has clearly been damaged in transit.

To assist me in processing a claim with Royal Mail I kindly request that you take photos of any damage to the outer packaging before you open it, the broken/damaged item in situ (if possible) and the broken/damaged product itself. Please retain ALL the packaging and the damaged product in case Royal Mail require evidence of the damage during the claim procedure. These photos are needed to provide legal evidence of the damaged item/packaging. Without them I may not be able to make a valid claim from the Royal Mail delivery service.

If I require the return of the damaged or defective goods I will refund you the cost of returning them, Please contact me first to discuss/authorise the return.

I would advise that you use a Royal Mail Second Class Large Letter/Small Parcel delivery service to return your goods. Please ask the Post Office counter staff for a 'Proof of Postage/Certificate of Posting' (it is free) when returning the goods, this will also be submitted to Royal Mail during the claim procedure.

The item or goods will be replaced or refunded following our email discussions. 

RETURN ADDRESS - BROOKE COURT, MAIN STREET, BROOKE, OAKHAM, RUTLAND LE15 8DE

Please see 'How to Return unwanted items not suitable for your requirements' on the INFORMATION page in the 'Returns Section'.

  • WHAT HAPPENS to my PERSONAL INFORMATION given to FOLLY FLORA?

If you contact me, I will use your information for the purpose of responding to your enquiry and will keep your information (message, name and e-mail address) secure until the query has been resolved.

When you place an order with Folly Flora I will use the information you provide for the purpose of fulfilling the order and maintaining my financial records. I will usually require your name, full delivery address and e-mail address. I will keep your information secure and only share it with third parties for the purpose of fulfilling the order, for example sharing delivery addresses with Royal Mail and if you pay via Stripe.

Please see Stripe's Privacy Policy before placing your order.

  • DATA RETENTION 

I will only keep your data for as long as necessary for the purposes specified and to fulfil my legal obligations. I am required to maintain records for HMRC tax purposes for a duration of 7 years.

Your Rights - You have the right to view or request deletion of any personal data that I hold about you. If you ever wish to do so, or if you have any questions or concerns, please use 'CONTACT'.  

For further information please see 'PRIVACY POLICY'