Customer Service

Fleur of England is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the contact us page.

Our contact details are:

Fleur of England

The Studio
103 Lower Redland Road
Redland
Bristol
BS6 6SW
United Kingdom.

Phone: +44 (0) 117 970 6701.
Fax: +44 (0) 117 973 9677.
Email: info@fleurofengland.com

VAT Registration Number: 783552111

Postage and Delivery Information

Delivery Time
UK Mainland Standard Delivery 2-3 working days £6.00

Free delivery £150+ (only on UK Orders)
UK Mainland Express Delivery Next working day * £8.00
Saturday Delivery Next working day* £20.00
Europe Standard Delivery 3-4 Working days £20.00
Rest of World Standard Delivery 5-10 Working days £25.00

* When order is placed before 3pm.

We aim to dispatch all orders within 48 hours of receipt, subject to order information and credit card authorization.

Any order placed over weekends will be dispatched on Monday (with the exception of bank holidays). For any special requirements, please call us on +44 (0)117 970 6701.

UK Mainland Delivery

All standard deliveries made within mainland UK will be sent via Royal Mail Recorded Delivery and will require a signature. Express orders will be sent via Royal Mail Special Delivery, and are guaranteed to be received by 1pm the next day with a signature.

Non-UK Delivery

International orders are generally delivered within 3-6 working days, however can be subject to customs delay. Garments are sent via Royal Mail “Airsure” or “International Signed For” services.
For orders made from the UK or the European Union, 17.5% VAT is included. All orders placed from outside the UK and Europe will have the VAT deducted.

Packaging

All purchases come beautifully wrapped in luxury packaging. Our exquisite Fleur of England gift boxes can be used for years to come, perfect for those precious keepsakes.

Customs & Duty

Please note that all shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country.

As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be borne by you.

Refunds and Exchanges

We have taken every care to produce the highest quality product. If however you are not completely satisfied with your
purchase, we will refund or exchange the garment within 14 days of the order.

The returns form enclosed with your order must be completed in full and accompany the item(s) you wish to return. All goods must be returned in their original condition, unworn and with all tags attached in their original packaging. Goods must be returned to: The Studio, 103 Lower Redland Road, Redland, Bristol, England, BS6 6SW.

Please take care with unpacking and repacking. Please also ensure that briefs are tried on over your own lingerie – we will not accept returns on lingerie that has been worn or is returned in a soiled condition. E-vouchers cannot be exchanged for cash.

We cannot be held responsible for goods lost in transit. We recommend that you send by registered post and retain proof of postage.

Refunds and exchanges are made approximately one week after receipt of goods to allow for inspection. Customers who have paid by credit card will have their account credited. We will not make refunds to a third party. As soon as we receive your returned goods we will process your request. Replacement goods will be dispatched within seven working days. If your chosen substitute is not in stock we will contact you to offer an alternative.

Product Care

Due to the delicate nature of our limited edition lingerie products, we recommend that you follow the care label inside the garments in order to keep your lingerie in good condition.
We highly recommend hand washing all of our lingerie in gentle soap flakes, hand washing liquid or a neutral shampoo.
Wash dark, light and coloured fabrics separately. Wash hosiery separately as bra hooks & fastenings can catch. Allow to drip dry over a bath or shower. This should substantially lengthen the life of your lingerie.
Try not to wear light lingerie under dark clothes or denim as this can dull and dye delicate fabrics instantly.
Machine washing could cause damage to your garment for which Fleur of England will not accept responsibility.

Security and Payment

Methods of Payment

We accept the following credit and debit cards:

• Visa
• Mastercard
• Switch
• Maestro
• Solo

We do not accept American Express.

 You may send your credit card information via phone, fax, sent mail or over the Internet.

For orders made from the UK or the European Union, 15% VAT is included. All orders placed from outside the UK and Europe will have the VAT deducted.

Credit Card Security

When the order is placed at our website, all credit card details are handled by our payment processing partner; SAGE PAY. You will be transferred to their secure site and credit card numbers will be encrypted using 128 bit encryption. They are not held in clear text on any website.