Returns & Exchanges
Thirty days, free by mail, no interview
Last reviewed 30 October 2026
If a botanical does not suit the room once it is in it, send it back. You have 30 days from delivery, the return is free by mail, and you do not need to explain why. The only things we ask are that the piece comes back unused and in its original packaging.
| Question | Answer |
|---|---|
| How long do I have? | 30 days from the day the parcel is delivered |
| Who pays return postage? | We do — a prepaid label is emailed with your return authorisation |
| When is the refund issued? | Within 5 business days of the piece reaching the studio |
| Where does it go back to? | 1120 Manhattan Avenue, Suite 3R, Brooklyn, NY 11222 |
| What about colour fade? | Covered separately by our 2-year colour guarantee |
How to start a return
- Write to the studioEmail care@fauxfloras.com with your order number and the item you want to return. Replying to your dispatch email also works.
- Get a prepaid labelWe reply within one business day with a return authorisation and a printable label. Domestic returns are free; international returns are free up to the value of the original outbound freight.
- Repack in the original boxStems bend, and a bent stem is the one thing that prevents a full refund. The carton your order arrived in is designed to be reused — keep the tissue and the stem ties.
- Drop it offHand the parcel to the carrier named on the label. Keep the receipt until the refund lands; the tracking number is your proof if a parcel goes missing.
What we can and cannot accept
We accept unused botanicals in resaleable condition: foliage unshaped from its ties, pots unmarked, and the piece returned in the original carton. We cannot accept items that have been cut, trimmed, glued into a permanent arrangement, used outdoors, or returned without packaging — not because of policy for its own sake, but because we cannot resell or re-home them.
Two categories are final sale and are marked as such on the product page: made-to-order commercial installations and clearance pieces sold below half price. Custom dye-lot matches for hospitality projects are also final sale once production begins.
Damaged, wrong or missing
Photograph the parcel and the piece within 48 hours of delivery and send both to care@fauxfloras.com. We replace or refund in full, including freight, and we do not ask you to return a damaged item unless the carrier requests an inspection. Missing stems from a multi-piece order are sent out the same week.
The 2-year colour guarantee
Separately from the 30-day return window, every botanical carries a 2-year guarantee against colour fade under normal indoor use. If foliage visibly greys or chalks within the guarantee period, send a daylight photograph and your order number; we will replace the piece or refund it, at your choice.
The guarantee does not cover damage from prolonged direct sun through south-facing glass, outdoor exposure beyond a covered porch, water damage to weighted pots, or accidental breakage. Those are care issues rather than material failures — the care guide explains how to avoid all four.