The Favour Gallery™ - Shipping and Returns

1.                   Consumer rights

1.1                Our made to order Products are of a bespoke nature and are composed from perishable food materials.  In line with the Consumer Protection (Distance Selling) Regulations 2000 (as amended) as well as hygiene reasons (we cannot guarantee how the Products are stored once delivered to an address), YOU WILL NOT BE ABLE TO CANCEL YOUR ORDER AND REFUNDS CANNOT BE GIVEN unless the Products are proven to be damaged or defective.

2.                   Availability and delivery

2.1                All The Favour Gallery™ Products are handmade to order in accordance with your custom requirements.  Your order will be delivered between 6-8 weeks after you receive the Confirmation Email, so please ensure this complies with your timescales.

2.2                If you have a requirement to receive any of your Products sooner than this, please contact us on 0844 884 8554 to arrange.  There will be an additional cost for delivery of Products outside of our standard stated timescales.

2.3                The delivery charge for most Products within the United Kingdom mainland is £4.99 per order which is excluded in the price we quote you for the Products.  The delivery charge for most Products within Northern Ireland and the Republic of Ireland (Southern Ireland) is £8.99 per order which is excluded in the price we quote you for the Products We also deliver to The Isle of Man and Worldwide on request but please be aware that additional postage charges will apply for orders to be delivered to these locations. Please contact us on 0844 884 8554 for a postage quote for your order.

2.4                Please note that we do not deliver to P.O. Box addresses.  We can be contacted on 0844 884 8554 or the other methods described in clause 1 (Information About Us) of these terms and conditions

2.5                All Products will be delivered in normal business hours Monday to Friday (excluding bank holidays) by courier (currently UPS or Parcel Force) depending on the size and weight of the order.  To ensure that you have received your Products, the courier will request a signature for proof of delivery. Please contact us by email or telephone to if you require an estimated date for delivery. We cannot he held responsible for actual delivery dates by the courier but we can give you an estimate.

2.6                In the event that no-one is available for signature at the address when attempted delivery takes place, the courier will leave a card to explain what you should do next.  The courier will only hold your Products for a limited time in accordance with their policies.  It is your responsibility to check the policy of the relevant courier and arrange a suitable time for re-delivery. If the Products remain uncollected they will be returned to The Favour Gallery™.

2.7                IF YOUR ORDER CONTAINS PRODUCTS MADE FROM CHOCOLATE, ALMONDS OR OTHER PERISHABLE FOOD ITEMS AND ARE RETURNED TO THE FAVOUR GALLERY™ BY THE COURIER, NEITHER THE FAVOUR GALLERY™ OR GST EUROPE LIMITED WILL BE HELD RESPONSIBLE FOR ANY DEGRADATION IN QUALITY AND NO REFUNDS WILL BE GIVEN IN THESE CIRCUMSTANCES FOR ANY DEFECTIVE PRODUCTS. THESE PRODUCTS ARE PERISHABLE FOOD ITEMS AND WE WOULD NOT BE AWARE OF THE STORAGE CONDITIONS IN WHICH THEY HAVE BEEN HELD BY EITHER YOU OR THE COURIER.

2.8                In the event that your Products are returned to The Favour Gallery™ by the courier and have to be re-delivered to your address there will be an additional postage charge which must be paid before re-delivery takes place

2.9                Please note that we cannot be held responsible for occasions when your Products cannot be delivered on time due to circumstances beyond our control – please see clause 17 (Events Beyond Our Control) for further details.  We use responsible couriers as we want you to receive your Products in good order but as they are a third party and we cannot be held responsible for their actions

2.10            Our Products are well packaged but due to the nature of delivery, on receiving your items, you may find that you have to slightly reshape the wire petals items to your preference.

3.                   Our refunds policy

11.1     If upon delivery (EXCLUDING CASES WHERE YOU HAVE FAILED TO ARRANGE DELIVERY WITH THE COURIER AS SPECIFIED IN CLAUSE 8 (Availability & Delivery) you claim that the Product is defective, please contact us on 0844 884 8554 or info@thefavourgallery.co.uk. We will examine the returned Product and will notify you of any refund (if applicable) via e-mail within a reasonable period of time.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product.

3.2                We will usually refund any money received from you using the same method originally used by you to pay for your purchase.