FleurAvenue's Shop Policies
A fairytalesque picture of spring blossoms, candy floss clouds, shimmering butterflies and humming birds inspired her name Fleur Avenue. Where dreams, love and fairytale wonderland stay connected. A little boutique shop with whimsical, dainty, elegant, everyday jewellery & accessories to beautify women as flowers do to earth.
We love vintage, Paris, romance, flowers, cupcakes, photography, fashion and pretty whimsical treasures. Our designs are driven by inspiration; be it an outfit, mood boards, colors or simply just pure imagination. Where less is more and wear-ability, uniqueness and trend is key. Where every piece of jewelry is designed and meticulously assembled with love and attention to details.
At fleur avenue, we make sure no order leaves without our signature packaging. A little kraft box, kraft wrapper, exquisitely wrapped with vintage paper and hand-tied with a french trim.
Sincerely from us to you, we are confident you will find something to pamper yourself or your loved one
Please note payment is expected within 72 hours of placing an order. If for some reasons you are unable to make payment after checking out, please inform us within 3 days to avoid cancellation.
PayPal is our preferred mode of payment. You can pay with your debit or credit card through PayPal even if you do not have a PayPal account. For a detailed explanation on how to pay with your credit/ debit card, please visit http://www.etsy.com/storque/how-to/how-to-pay-with-a-credit-card-and-create-a-paypal-account-746/
We are able to accept these OTHER methods of payment for Singapore customers.
POSB/ DBS atm funds transfer | ibanking | CitiBank internet banking.
Please note any payments made by eCheque through PayPal will only be delivered when the funds have cleared. Please note your order will only be process after payment is received and cleared, this can take anything up to 10 days.
We sure do, we ship WORLDWIDE, to the address stated on your RECEIPT. Therefore, please make sure the address stated on your PayPal is the same to avoid any confusions and delay. Fleur Avenue cannot be held accountable for item(s) mailed to an incorrectly provided address.
Most of our designs are made to order, upon cleared payment, we endeavor to create and ship your orders within 3 working days. Shipping is done between Mondays to Fridays. Should you like to make any changes, please contact us as soon as possible. Once your item(s) are shipped, we will update Your Purchases status to “Shipped”.
Please note we DO NOT ship or work on weekends and public holidays.
Most of our products are made to order, upon cleared payment, we endeavor to create and ship your orders within 3-5 working days between Mondays to Fridays, excluding public holidays.
Fleur Avenue will mail your items via Recorded (Signed For) if you reside within the UK and via International (Signed For) for all Europe and worldwide orders. Your item(s) will be electronically tracked up to the point they leave the UK and you will need to sign for your items. A tracking code provided by the post office will be issued to you upon request. You will then be able to use their "Track and Trace" to confirm your item has been mailed. If you will like to trace and confirm your delivery all the way, Please contact us to upgrade to Airsure. Please see our shipping chart http://www.fleuravenue.com/2012/04/postage-details-delivery-estimate.html for details.
In the event of loss or damage of items, a compensation claim will be filed up to £49 / approximately $77.60. Please note this is not the same as insurance. If your purchase amounts to more than £49 pounds and you will like to insure your items, please contact us.
We do apologize that we will no longer be able to offer standard mail nor the flexibility to downgrading your shipping options as we did before. This is to protect the interest of our customers and our brand from now on.
Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.
If there is going to be a significant delay with posting your order for any reason, we will inform you. In events of volume orders say Christmas, anniversary, clearance/sale, press release... etc. Please allow a turnaround of 1 to 2 weeks..
If an item may become out of stock after you have placed your order, we will inform you as soon as possible and give you the option of a refund, an exchange or having it shipped at a later date together or separately. If we are no longer able to create the order, you will be given the option of a full refund or an exchange.
*In the unlikely event that you do not receive your shipment after 4 weeks, please contact us immediately so we may submit a claim for compensation.
*Any delay at the destination countries is not within our control.
*For festive postings, it is advisable to add another 10 working days to the estimated delivery time.
*Please note that buyers are responsible for any and all duties and customs charges that may be incurred.
Refunds and Exchanges
Customer service is our top priority, therefore, we're dedicated to making sure you are 101% happy with your purchase. If you are not 100% satisfied with the product, or you receive a faulty product, please contact us immediately. If it's a technical problem, we could easily guide you how to fix it.
All item(s) are carefully checked and securely packaged before posting.
Our parcels are also clearly labelled "FRAGILE" to alert.
Please note that we do try my very best to accurately describe/picture the items exactly to what you will be receiving, however due to different monitor screen output, colors may vary.
Goods sold are not refundable and exchange is accepted within 7 days of receipt base on a case by case basis.
Please contact us BEFORE returning an item.
If the item you will like to exchange to is of a higher value, you will need to make the difference up in price from the value of the item you originally purchased.
If the item is of a lower value, we will refund the difference.
If you had receive a faulty item and we are out of stock of the same product to do an exchange. the above exchange terms will apply.
If there is an error on our end, we will accept responsibility for return shipping. Otherwise, all postage cost incurred in the event of a return/ exchange will be the customer's responsibility.
Initiate postage charge is not refundable.
For hygiene reasons, there will be strictly no returns/exchanges on earrings and on customized items.
Please return the item/s:
* In its original condition and must be unworn.
* In the original packaging to ensure they arrive in the original purchase condition.
* with delivery confirmation*
*shipping with tracking is recommended to ensure the item is successfully delivered and returned in the condition received. In the unfortunate event any items is lost/stolen in the mail, Fleur Avenue will not be held accountable.
Please note it is the customer’s responsibility to return the item.
Additional Policies and FAQs
Before contacting us, you may like to go through these questions we get asked regularly because you may just find the answer you are looking for! :)
1, I am new to ETSY. How do I order?
Here's a detailed visual guide to help with your first purchase! http://www.etsy.com/help_guide_checkout.php
2. I do not have an ETSY account. Can I still shop with Fleur Avenue?
You certainly can! Please contact me at fleurave [!at] gmail.com for more information.
3. Do I need to have an account with PayPal to shop with Fleur Avenue?
Of course not! We use PayPal because they’re safe, secure and reliable but if you prefer other payment methods, it can be arranged! Please contact us for more information.
4. I do not have PayPal. How do I go about payment?
You can pay with your debit or credit card through PayPal even if you do not have a PayPal account. For a detailed explanation on how to pay with your credit/ debit card, please visit http://www.etsy.com/storque/how-to/how-to-pay-with-a-credit-card-and-create-a-paypal-account-746/
5. May I know the price in my currency?
To view price in your currency, please click on "currency" at the bottom of the page and select the currency of your choice.
6. Do you do meet ups? Cash on delivery?
Unfortunately, I am unable to do meet ups due to the risk and time involved.
// TIME & DELIVERY // ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
7. Have you shipped my order?
When your order is mailed out, we will update your shipping status on ETSY to “SHIPPED”. Please check “Your Purchase” to check on your order status. For non-Etsy customers, I will drop you a little note to let you know your order status.
8. How long does it take for my items to reach me?
✈ local (1-2 days business days)
✈ Asia - 4 to 12 days
✈ Western Europe - 3 to 12 days
✈ Eastern Europe – 4 to 12 days
✈ United States – 5 to 20 days
✈ Everywhere Else – 4 to 20 days
Please note these are estimated time frames. Your order may be subjected to custom checks/clearance if any. The stricter your country, the longer it will take to clear custom. Worldwide orders could take up to 30 days.
9. I have not received my items, what should I do?
If your order has not arrived after the stipulated time frame for delivery, please contact me.
You may contact me about your order at anytime with full details of your order.
9. I have not received my items, what should I do?
10. Can I buy insurance or upgrade to a more secure service?
Definitely! If you require insurance, please contact us to upgrade and adjust postage accordingly.
// FAULTY, DAMAGED, STOLEN, LOST // ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
11. I receive something damaged and I HAVE BOUGHT insurance. Will I be compensated?
Please contact us if you have upgrade your shipping to include insurance which covers damaged during delivery, stolen and lost items and you have photographic evidence to support your claims. We will work with you to raise a claim for compensation.
12. I receive something damaged and I HAVE NOT BOUGHT insurance. What should I do?
Please contact us and we will try to help within our abilities.
13. My item is considered lost / stolen and I HAVE NOT BOUGHT insurance. What should I do?
Please contact us and we will try to help within our abilities.
// CUSTOMIZATION //
14. I will like the length of the necklace to be longer than the default and “up to” length, what will be the additional charge?
Please contact us for more information.
15. I prefer a blue flower rather than the pink, will you be able to tweak it for me?
Yes. We are able to, if the supplies are available. Please contact us for more information.
♥ Please note all customized items are non-refundable and not exchangeable as it’s customized to your liking.
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16. When do I leave feedback?
Please leave your feedback after you have acknowledge receipt and have no issues with the item you received, and after an issue is resolved. If you face any problems with your purchases, please contact us before you decide to leave a neutral/negative feedback. We are always here and ready to help you resolve them.
17. When will I receive your feedback?
We will leave a feedback after you have acknowledge receipt by leaving your feedback.
// OTHERS // ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
18. Will I receive a brand new piece of jewellery?
Yes, you will receive a completely unworn / brand new item that is almost identical to the one pictured in each listing, therefore we seek your understanding that slight variations from one to another is unavoidable.
19. Why are some of your item(s) labeled with "back-order" and what does this imply?
Due to popularity and demand, these item(s) sells out faster than our expectation and when such instances happen, they are label as "back-order.” Occasionally an item may become out of stock after have place your order. When this happen, you will be informed with an option for refund, back-order or exchange.
The definition of back-order is better explained below:
Seller's order for goods from a supplier that have been requested by the seller's customer but are not in the seller's current inventory. A back order is an open obligation (of the supplier to ship and of the buyer to accept) until the merchandise becomes available and the transaction can be completed. - http://www.answers.com/topic/back-order
20. How long do I have to wait for a back-order?
Usually, replenishment for a “back-order” would have already taken place the moment it is out of stock. If action was not taken earlier, a replenishment order will be placed once payment for a "back-order" is cleared. Your "back-order" will then be ready for mail in my best of ability. This could take as early as 5 days to a month.
21. Are you able to repair my Fleur Avenue jewellery?
Yes. Please contact us for more information.
// WHOLESALE // ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
23. Do you do wholesale or consignments?
Yes. We welcome and do to shops around the world. If you are interested, please contact us for terms and pricing!
Last Updated April 14, 2012