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- Very rarely Royal Mail or the courier company may fail to deliver your parcel. In this case please contact us within 7 days after we sent the 'Your eBay item from Rays Florist has been shipped' Email to you. For 'lost' items we cannot open a dispute with Royal Mail until 14 days from despatch have passed. Please be advised that until this time period has elapsed we are not able to send out replacement items. It is the couriers responsibility to complete delivery and we will not replace items until the 14 day period has elapsed.
- If your item is lost by Royal Mail and you would prefer a refund rather than a replacement item, refunds will be processed no earlier than 28 days after the dispatch date. We will then make a claim against Royal mail or the courier company for the loss of the product. As part of our claim we will have to provide some personal details, such as your name, address, email address and telephone number.
- Refunds for unwanted, unsuitable or items that were bought in error will be given only if you return your item(s) to us within 14 days of receiving them in the same condition it was sent in, unopened, unused, in the original packaging and in a saleable condition. You are responsible for return postage expenses unless the error is ours. We will refund you within 7 days of receiving the returned item.
Please use the eBay returns system to facilitate any returnable item.
- Should your item be returned to us for any reason by Royal Mail, we reserve the right to charge a re-delivery fee if you would like your order delivered again. Should you subsequently wish to cancel your order, we reserve the right to refund the total price paid, minus the cost of our original postage costs (20% of order value for standard delivery) within 28 days after the refund request from the buyer has been received.
- Again, very rarely Royal Mail or the courier company may have damaged your item during the delivery process. Please advise us within 7 days of receiving your order. Please keep the product and all packaging exactly as it was delivered to you. Royal mail and the courier company will have to have documentary evidence (i.e photographs) in pursuit of a damaged items claim. If your item has been damaged then we will be happy to send out a replacement.....we do not send out damaged items - Royal Mail or the courier company may damage them in transit!
- If your order is incomplete in any way, you must inform us within 7 days of receiving your order. It is is your best interests to check your order thoroughly on delivery! If you haven't informed us within 7 days that your order is incomplete or missing then we will not be held responsible.
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