Return, Repair & Cancellation Policy

Please familiarize yourself with the return policy before your purchase.

7-Day Repair Period for Damaged items:

Notify and return to FDV within 7 days of delivery or pick up to see if the artwork will need to be observed. (If it is more than 7 days after receipt of the product, a refund/repair request will be a void request and your order will be deemed as completed.

Before returning your order to FDV, please email clear photos or videos of BOTH the product (all angles) and how the package was received. This will determine if you must send it back to FDV for in-person observation. (If pictures suffice, FDV will confirm how you will be compensated (i.e: repair, refund, or no action).
You must use 100% of the original packaging when sending back the artwork to FDV for return. You, the customer are responsible for postal shipping / drop off when returning to FDV. FDV is not responsible for any damage or postal issues when returning your order.
As soon as the artwork is returned to FDV, it will be observed. Depending on the circumstances FDV will provide repair, a partial, or full refund up to their discretion, or deny a return/repair request. If you selected for pick-up, you must do so or pay the initial $10 once the observation is complete for shipping.
If the packaging image is not sent & if the packaging is defaced in any way, or if the product is 100% original with no imperfections made by FDV, and your product meets the terms and agreement - a return will not be issued.
If a new item is created, the item you wish to be replaced must be returned to receive the new item.

WHAT IF MY ORDER IS DAMAGED OR LOST DURING SHIPPING OR PICK-UP TRANSPORTATION?

If an item gets damaged during shipping or Pick Up Transportation I will work with you the best I can to repair the piece, however, if pieces are damaged during transit FDV will not be responsible for replacing them. This is very rare and each situation is handled with as much care as possible. Please read the damage policy for more information:

Damage Policy:

FDV takes every precaution to ensure the product arrives to the customer in 100% perfect condition by using quality packaging. FDV is NOT responsible for damage or loss that is caused by shipping/delivery or pick up. Once items leave FDV, the company is no longer responsible for transportation. Shipping issues can and RARELY arise. As much as I would love to have control over how USPS handles and delivers packages, I have NO control over shipping. FDV packages finished pieces in quality packaging material. If a product does get damaged along the way - this is a risk that you are taking as the client. A refund request will be declined and the item will be sent back to the customer if it does not meet FDV return/repair policy. Repairing may result in speeding up resin's natural aging process which results in amber/yellow resin. The client is responsible for returning the item to FDV for repair, this includes shipping cost. You will not be charged for shipment return once the item is fixed.

If FDV determines the item can not be fixed the order will 1) be returned to the customer 2) if FDV does not need in-person observation they will notify the customer about the next steps or 3) if a refund is provided back to the customer, the item will not be returned to customer 4) the customer must ship back an item for a full refund or new product.

If you originally picked up your finished order for the $10 discount, you must pick up your order when your case is closed.

If the item is lost customer can put a missing package & and an insurance claim in with USPS as this is not FDV's responsibility as FDV does not have any control at USPS. FDV is not responsible for covering the insurance cost of clients' order. If the client does not select and pay for this option it will not be applied to the shipped order.

If your items are damaged during shipping:

Open a claim with USPS.
Photograph the package and items as they arrived.
Save the shipping package and all of it’s contents per USPS requirements.

Reasons for Return:

FDV will not regard problems caused by errors of customers, especially after 10 days, or if they simply do not 'like' the piece but it meets all terms & conditions listed (ex: transparency & browning, discoloration of flowers), third-party companies, government agencies (ie. postal service) or other reasons, as a reasonable reason for the return of goods and has the right to refuse the relevant return request. FDV will not bear any responsibility for losses caused by problems of customers, third-party companies, USPS, government agencies or other reasons. (see Remark 1).

Cancellation Policy:

If you cancel within 3 months before your event date, the $150 deposit will be kept. If you cancel 7 days before your event, or anytime after your event, 50% of your total order will be kept due to FDV declining clients as FDV only takes a maximum amount of orders per week, canceling at short notice results in a loss of orders and materials to prepare for your order. In addition, the product for your order has already been purchased at this point. This means if you cancel anytime within 7 days or after your wedding you will receive 50% of your total order as a refund. Once your flowers are received by FDV you can NOT cancel your order.

Remarks

a. The problems caused by the customer's mistakes include but are not limited to the following situations:

I. After ordering the product, the customer finds that he/she does not need the product.

II. The customer intends to give a gift, but after placing the order, it is found that the recipient does not like the product.

III. The customer left the wrong contact information, including phone number, email address and delivery address, which caused the company to fail to contact the customer in time or send the goods to the wrong address.

IV. The lack of proper maintenance of the product causes the flowers to become damp, moldy, discolored or broken.

b. The problems caused by the third parties' mistakes include but are not limited to the following situations:

I. Damage of goods caused by the third-party logistics company or delivery personnel.

II. Logistics delays caused by the third-party logistics company or delivery personnel due to weather conditions or other force factors, which prevented the recipient from receiving the goods on the specified date or time.

III. The third-party logistics company or delivery personnel lost the goods.

c. The problems caused by the other reasons include but are not limited to the following situations:

I. The recipient cannot sign or refuses to sign the goods.

II. The recipient does not appear at the delivery time or address specified by the customer.

III. The recipient does not like the goods after receiving it.

IV. The customer did not use discount code (if any) when placing the order.

V. The cost of materials changes according to the supply situation, resulting in the adjustment of product prices.

2. Floral products have a specific shelf life and we value the viewing time of each customer after purchasing them. In order to ensure that the products purchased by customers have the longest shelf life, we try not to make them store for too long.