Terms and Conditions
  • Postage
    • Free postage on standard delivery. 3-5 working days on all UK orders
      Express delivery: £15 on all UK orders and EU countries.
    • Any orders outside UK and Europe will be quoted postage costs on an individual basis.
    • * Express delivery isn’t available to PO boxes. If using a company address for Saturday delivery, please check that the business does take deliveries on Saturdays, otherwise mail will be held at the local delivery office and it won’t be possible to collect it till Monday.
    • Working days are Monday to Friday (except public holidays), with the exception of some northern parts of Scotland, the Scottish Isles, N.Ireland, Channel Isles, Isle of Wight, Isle of Man and Scilly Isles.
    • Your order will be despatched as soon as possible (assuming stock is available and the payment has authorised). This will usually happen by the next working day after you placed the order however during peak periods we may take up to two working days to ship.
    • If we send your shipping confirmation email before 4.30pm Mon-Fri, the parcel will leave the same day. If the email’s sent after this time (or at any time on a UK public holiday), your items will leave on our next working day.
    • We’ll do everything we can to make sure your order arrives on time, but please allow for anything which might affect deliveries to your area (such as extreme weather or disruption to postal services or airlines, for example). Sorry, but we can’t accept liability for losses or other expenses for delays which are out of our control.
    • Any additional delivery instructions in the address are added at your own risk; unfortunately we can’t guarantee that the delivery person will follow them.
    • Orders may be subject to import duties and taxes in the destination country
    • Some services may need a signature on delivery.
    • All orders are shipped from the UK
    Customs, duty & taxes
    • You may be liable for import duty / tax on goods entering your country. The amount of duty (if any) depends on the type of goods you buy and their value; some items can be imported without paying any duty at all, but unfortunately we can’t predict what the charges might be in any particular case.
    • Any additional charges for customs clearance must be borne by you. We have no control over these and can’t take responsibility for them, as they’re imposed by the customs authorities in the destination country.
    • We’re legally obliged to declare the full value of the goods on all packages going outside the EU, so please don’t ask us to do otherwise as it won’t be possible
    • If your order can’t be delivered due to import duties not being paid, then when it’s returned to us a £20 fee may be deducted from your refund to cover the charges & return fees imposed on us by the carrier
    Returning goods on which Duty has been paid
    • Please clearly mark your return parcel as ‘Returned Goods’. If this isn’t done and Flossie incur any incoming customs charges as a result, then unfortunately these charges will need to be passed on to you.
    • If you’ve paid import duty for items bought which you then return to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you’ll need to show them proof of duty paid and proof of re-export (e.g. your certificate of return posting) when claiming your refund.For any questions about duty payable or refundable, please contact your local customs authority direct.
    • For any questions about duty payable or refundable, please contact your local customs authority direct.