Delivery & Returns
It is our intention to make the delivery and returns processes as simple and easy for you to use as possible, ensuring that you receive your order safely and promptly. Should you have any concerns, please do not hesitate to contact us.
New orders received during the Christmas holiday period, will be processed once we reopen on the 4th January 2021, subject to confirmation of payment and stock availability. All arrangements are made to order by our in house florists.
Currently we offer the following online delivery option per consignment :
- Standard Mainland UK Delivery - Monday to Friday within 2-5 working days at £5.95 *
Other options are available, subject to availability. Please contact us when placing your order if you require one of the options below;
- Next Day Mainland UK Delivery - Next working day at £9.95 if ordered before Midday
- Saturday Mainland UK Delivery - Saturday delivery at £9.95 if ordered before Midday on Friday
- International and non Mainland Delivery - Monday to Friday between 5 - 14 working days, delivery costs are subject to the weight and size of order.
* Please note where a larger item requires bespoke delivery it will be detailed in the product details. We will contact you directly to confirm the costs.
Tracking your order
You will be able to track your order via a tracking code generated by the courier and attached to the despatch confirmation email that will be sent to you. Sometimes tracking information may not be available, this will usually be due to the time of arrival of the package with the courier and the updating of their systems. Please contact us should you have any questions or concerns.
We will deliver to any address nominated by you – home, work or anywhere convenient for you, but not to a P.O. Box address. Orders will be delivered to the address provided on the order. If there is no one in at the nominated address the courier will try and leave the parcel with a neighbour. If that fails the package will be returned to the warehouse and you will be carded or e mailed/text to arrange re-delivery or for you to collect.
We are committed to providing clear expectations of delivery times and to communicate with you as quickly as possible should we be aware of any difficulties from our delivery partner. However, as hard as we may try there may be circumstances outside of our control which mean that quoted delivery dates cannot be maintained, i.e. bad weather, vehicle breakdown etc. This will not happen often but if it does we will communicate with you; but we cannot accept any liability for any loss or damage, whether direct or indirect, caused by a delayed or failed delivery.
Out of stock
In the event that an item is out of stock we will communicate with you and offer an alternative if one is available, or keep in touch and advise when that product is available again.
INTERNATIONAL DELIVERY OPTIONS
We are delighted to receive orders from international and non-mainland UK customers. If you would like to order from outside of the UK, please contact us on 00 44 (0)1372 470580 or email@example.com and we will be happy to provide a quotation for export packing and door to door shipping.
On receiving your order we will calculate the extra delivery charge and make contact with you for payment to be made prior to despatch. Delivery despatch schedules will be approximately 5 - 14 days but can be much sooner dependant upon the destination and the item selected.
We are a UK based website. Purchases on the site can be made securely using PayPal, AMEX or credit/debit cards. All payments are processed in pounds Sterling (GBP).
International credit card providers or banks outside of the UK will determine their own exchange rates and charges that you will be liable to pay. We have no control over such rates and charges and you should check with your issuing bank should you have any such questions.
Any local import duties and taxes that may be due are the sole responsibility of the recipient of the goods.
Clients also have the option to use their own preferred freight forwarder and we are happy to deliver to any UK destination specified, for onward shipment.
We want you to be entirely happy with your purchase. If on receipt of your order you decide that you would like to return the item(s), you are welcome to do so. Please inform us within 14 days of this intention.
Also please note that refunds will only be issued on receipt of the item(s) in their original condition and in the original packaging. Unfortunately we will not refund delivery or return postage and packaging costs in this instance.
We can arrange return of an item via our delivery partner but this will incur a charge to be deducted off the refund.
As per the consumer Protection (Distance selling) Regulations 2000, items should be received by RTfact Ltd within 14 days of the cancellation notification.
If your order is incorrect or arrives damaged please notify us within 48 hours of delivery. You will need to return your item(s) in their original packaging within 14 days of receipt. You will subsequently be given a full refund or replacement goods and your postage costs will be reimbursed. If, on inspection, RTfact do not deem the item(s) to be damaged or if you fail to return them within the required timescale or if they are not suitably packaged, no reimbursement for postage and packaging will be issued.
Items should be returned to;
Rtfact Ltd - Returns, 5 Oyster Park, Chertsey Road, Surrey, KT14 7AX
We recommend that you obtain proof of despatch and obtain insurance cover as we cannot accept responsibility for goods lost or damaged in transit.
When we make a bespoke item or an adjusted item from the version seen online, we will offer a consultation to ensure we both have full understanding of the arrangement brief. A picture of the arrangement will be sent prior to despatch for the client to approve.
As this is a bespoke piece we are unable to offer refunds or exchanges, unless faulty or not as seen in the approved photograph. We are also unable to accept cancellations for these orders, unless we are notified in writing (or email) within 48 hours of the order being placed.