Returns Procedure & Refund Policy
The Floral ‘Buy Back’ Programme
We know plastic isn't perfect, however we do offer to exchange your pre-loved ChoZen faux bouquets for store credit through our floral 'Buy Back' programme.
Our customers are able to enjoy their gifted artificial flowers for up to 6 months, AND have the option of returning them to us in exchange for a £20.00 digital credit voucher (additional postage will apply to any new order).
A perfect way for your recipient to further treat themselves to a discount on any of our website's products! Vouchers can be redeemed across our entire inventory, from flowers to beautiful mineral crystals.
Any new purchase of faux floral arrangements will also qualify for the ‘Buy Back Programme’ within 7 months of delivery. There is no limit to the amount of times you can return your artificial arrangements in exchange for store credit.
Any new purchase can be posted to a different address if being purchased as a gift, simply fill out the contact details of your recipient at the checkout stage.
When using store credit online, please note that additional delivery charges will apply on new purchases, as vouchers/store credit cannot be used against delivery charges.
Vouchers/Store credit can only be redeemed on our website and cannot be redeemed on our social media shops or sales outside of our website via PayPal direct invoicing.
Please Note:
In order to qualify for Voucher/Store Credit, returns must be of ChoZen artificial floral arrangements only and must be returned fully intact and undamaged from original condition. Returns must be initiated in a timely manner for flowers to reach us within 7 months of delivery.
Any returns received after the 7-month period or any damaged or partial arrangements will be welcomed for recycling, however these will not qualify for store credit.
Customers are responsible for packaging and return of arrangements, we strongly recommend using a tracked service and obtaining proof of postage and a tracking number.
We cannot refund packaging or postage costs.
Store credit cannot be exchanged for cash.
Steps to Return for 'Buy Back'
Send us an email to chozenboutique@hotmail.com to initiate your Floral Buy Back return.
Please include:
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Subject: ‘Buy Back Request’.
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Your Name & Delivery Address (to which you had received your flowers)
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Date you had received your faux flowers (approximate date will be helpful if you cannot remember the exact date).
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A photo of the arrangement you are returning to help us identify your arrangement when it arrives.
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We will acknowledge your request and send you details of where to send your arrangement.
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Securely package and post your faux arrangement to us using a tracked delivery service from a courier of your choice.
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Once we receive the arrangement, you will be issued a store credit code to your email address you had used to initiate your request within 10 working days (please look out for our email and be sure to check your junk mail folder).
Feel free to contact us if you haven’t received your code within 10 days after your courier has confirmed delivery.
Returns Procedure, Refunds & Exchanges
At ChoZen Boutique we abide by the consumer rights laws of England & Wales and we want every customer to be 100% satisfied with our service.
If you are not delighted with your online purchase, you can return any non-perishable goods for refund by notifying us in writing of your wish to return your purchase within 14 days of receipt, as long as it is unused and in original packaging.
We will refund the paying customer the cost of the item excluding delivery costs once we have received the return. The cost of the return postage is the responsibility of the paying customer or recipient. Refunds will be issued to the original payment account.
Non-perishable gift items can be returned by the recipient for an Exchange or Store Credit. You must initiate a return request using our Return Procedure within 14 days of receipt. You then have another 14 days to return the items.
Due to the perishable nature of fresh flowers and inflated balloons, we cannot accept returns for refund or exchange on these items.
If an item arrives damaged, notify us via email at chozenboutique@hotmail.com within 48 hours of receiving your package (or within 24 hours for perishable goods).
Follow the Returns Procedure, not forgetting to attach a picture clearly showing the broken/defective items and any damage to packaging by the courier. Please describe the issue(s) with your item.
If the customer does not contact ChoZen Boutique within 14 days of receiving their order of non-perishable goods, the customer can no longer claim that the goods are damaged or have been executed incorrectly or incompletely.
Returns Procedure
Notify us of your wish to return by sending an email to chozenboutique@hotmail.com using the same email address you had originally used when placing your order.
Please include:
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A photograph and note of what you are returning,
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Reason for your return, and if/what you wish to exchange it for.
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Your name (as the payor)
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Delivery address (of recipient)
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Your daytime telephone number (in case we need to contact you about the return)
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Your order reference number if possible.
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We will acknowledge your return request within 5 working days and provide return instructions including details of the full London address to return your items to.
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Once we process and approve a return request, you then have another 14 days to return the goods. This is a ‘cooling-off’ period that applies to distance selling.
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Returning goods must be in original protective packaging and packages must have a tracking number and a new label created for the return address. If the returning package doesn't have a tracking number, we cannot be held responsible if it goes missing during the return.
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We cannot issue a refund until the goods are safely delivered back to us in original packaging and undamaged condition.
Order Withdrawals/Cancellations
PLEASE NOTE : FRESH FLORAL and BALLOON orders can only be cancelled if we have not yet started preparing your order.
Please cancel your order immediately after ordering by calling 07931662545 OR by sending an email to chozenboutique@hotmail.com well in advance of the delivery date (48 hours prior or more).
We cannot refund your order if we have already purchased and started preparing your flowers or inflated your balloons.
For all other items - if an order has been paid for and you want to withdraw from your order, you can do so by informing us preferably as soon as possible before the goods are dispatched by calling 07931662545 OR by sending an email to chozenboutique@hotmail.com. You may also inform us within 14 days from the day after delivery.
You or your recipient then have another 14 days to return the items. This is a ‘cooling-off’ period that applies to distance selling.
If the item has already been dispatched at the time of cancellation, we will refund you the cost of the item excluding delivery costs once we have received your return. The cost of the return postage is the responsibility of the paying customer or recipient. Refunds are issued to the paying customer only.
Please follow the steps in our returns procedure to initiate a return.
Approved cancellations will be refunded to the original payment method only.
Order Changes
We are unable to offer any order changes once the order has been placed.
If you need a different item, size, or colour, please initiate an order cancellation and place a new order with the desired specifications.
PLEASE NOTE : FRESH FLORAL and BALLOON orders can only be changed if we have not yet started preparing your order.
Please cancel your order immediately after ordering, or well in advance of the delivery date (48 hours prior or more).
Exchanges
If you wish to exchange a non perishable item, you must initiate a return request using our Return Procedure within 14 days of receipt. You then have another 14 days to return the items you wish to exchange. You will need to place a new order for a different item, size, or colour.
Returned items will be automatically refunded to the paying customer using the original payment method (excluding delivery costs) once we have safely received the returned items.
Non-perishable gift items can be returned by the recipient for an Exchange or Store Credit. You must initiate a return request using our Return Procedure within 14 days of receipt. You then have another 14 days to return the items you wish to exchange.
Return of Broken or Defective Items
Fresh flowers and balloons are typically good for 2 days from day of delivery and a bouquet consisting of various flowers withering at differing rates cannot be guaranteed for freshness beyond this timeframe.
If an item arrives damaged, notify us via email at chozenboutique@hotmail.com within 24 hours of receiving your package (or within 48 hours for non-perishable goods).
For non-perishable goods, customers must follow the Returns Procedure, please attach a picture clearly showing the broken/defective items and any damage to packaging by the courier. Please describe the issue(s) with your item.
We do not provide a warranty against physical or accidental wear or accidental damage.
Return of Gift Items
Non-perishable gift items can be returned for an Exchange or Store Credit. You must initiate a return request using our Return Procedure within 14 days of receipt. You then have another 14 days to return the items.
If 14 days have lapsed, you have the option of returning faux floral arrangements only within 7 months of delivery under the Floral 'Buy Back' Programme in exchange for Store Discount of the amount determined on our website, provided the arrangement is returned fully intact and undamaged.
Refunds
Non-perishable goods can be returned by the paying customer for a full refund of the goods excluding delivery costs. You must initiate a return request using our Return Procedure within 14 days of receipt. You then have another 14 days to return the items.
Refunds will be issued to the original payment account.
Gift cards, store credits and perishable goods such as fresh flowers and balloons are non-refundable.
We will refund you the cost of the returned item excluding delivery costs once we have received your return. The cost of the return postage is the responsibility of the paying customer or recipient. We strongly recommend using a tracked service and obtaining proof of postage and a tracking number.
Items lost in transit will not be treated as returned. If the package is lost, we can only proceed with the refund after official confirmation from the postal or courier service, which may take 6 weeks or longer.
When To Expect Your Refund
Once your parcel has been received by our team, it can take up to 10 working days to fulfil your request. Returns are processed in the order in which they are received.
If, after sending your return to us, you have not received an email confirmation within 10 working days, please contact us (chozenboutique@hotmail.com) so we can investigate.
Refunds may take up to a further 10 working days to appear in your bank account after a refund is initiated from our side.