SHIPPING & HANDLING
ORDER & DELIVERY CONDITIONS
Once your purchase has been completed, you will receive a confirmation email and our team will begin preparing your order as quickly as possible.
You will also receive a shipping confirmation email including your tracking number, allowing you to follow your parcel at any time.
If, after the estimated delivery timeframe indicated for your country, you have not received your order, please contact us with your order number. Our team will review your order history and assist you as quickly as possible.
Orders placed before 12:00 PM (CET) may be dispatched the same day and delivered the next business day, excluding weekends and public holidays. This applies only where next-day delivery service is available.
During periods of high activity, such as Summer Sales, Black Friday, collection launches, or other peak periods, order processing and delivery times may be extended due to increased demand.
Flower Instincts cannot be held responsible for delivery issues resulting from incorrect or incomplete shipping information provided by the customer at checkout.
Orders returned due to absence, incorrect address, or refusal to pay customs duties and taxes will not be eligible for reimbursement of shipping costs.
For orders shipped outside the European Union, if a parcel is returned due to refusal to pay customs duties or taxes, shipping costs will not be refunded.
SHIPPING RATES
Delivery times are estimates provided by carriers and may vary during peak periods.
| Method | Estimated delivery | Below 180 € | 180 € and above |
|---|---|---|---|
| Mondial Relay (Service Point) | 3 to 5 business days | 4.00 € | Free |
| DPD | 1 to 3 business days | 6.00 € | Free |
| Colissimo | 1 to 3 business days | 7.00 € | Free |
| Chronopost | 1 to 2 business days | 11.00 € | 11.00 € |
| UPS Standard | 2 to 5 business days | 9.90 € | 9.90 € |
| Method | Estimated delivery | Below 180 € | 180 € and above |
|---|---|---|---|
| Mondial Relay (Service Point) | 3 to 5 business days | 5.00 € | Free |
| DPD | 1 to 3 business days | 5.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| Mondial Relay (Service Point) | 3 to 5 business days | 4.00 € | Free |
| Bpost | 1 to 2 business days | 5.90 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| DPD | 1 to 3 business days | 6.00 € | Free |
| PostNL | 1 to 2 business days | 9.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| DHL | 1 to 3 business days | 5.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| BRT | 3 to 6 business days | 6.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| Mondial Relay (Service Point) | 3 to 5 business days | 6.00 € | Free |
| DPD | 2 to 4 business days | 10.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| Mondial Relay (Service Point) | 3 to 5 business days | 6.00 € | Free |
| DPD | 3 to 5 business days | 9.00 € | Free |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| UPS Standard | 3 to 6 business days | 16.90 € | Free |
| UPS Express | 1 to 3 business days | 29.00 € | 29.00 € |
| Method | Estimated delivery | Below 230 CHF | 230 CHF and above |
|---|---|---|---|
| Colissimo | 3 to 6 business days | 13.00 CHF | Free |
| Method | Estimated delivery | Below 230 £ | 230 £ and above |
|---|---|---|---|
| UPS Standard | 2 to 5 business days | 8.00 £ | Free |
| UPS Express | 1 to 3 business days | 47.00 £ | 47.00 £ |
| Method | Estimated delivery | Below 230 € | 230 € and above |
|---|---|---|---|
| DHL Express | 1 to 3 business days | 35.00 € | Free |
| UPS Standard | 3 to 6 business days | 35.00 € | 35.00 € |
| UPS Express | 1 to 3 business days | 55.00 € | 55.00 € |
INTERNATIONAL DUTIES & TAXES
For all deliveries outside Europe, import duties may be charged (fees, import duties, VAT), which are determined by the destination country. They are calculated according to the country of manufacture/origin and the classification of the goods and are levied once your package reaches your country.
For countries outside the EU, please note the following:
Flower Instincts collects duties and taxes during checkout whenever possible. We ship with UPS and aim to ensure that you receive your order without additional charges after your purchase on our website.
However, customs authorities in your country may still apply extra duties or taxes. These must be paid by the customer for the package to be released. Shipping fees are independent from customs duties, which remain the sole responsibility of the customer, as stated in our Terms & Conditions.
Since customs regulations vary by country, we recommend contacting your local customs office for detailed information about applicable policies. Any additional fees requested by customs are not included in your initial payment and must be paid directly to the courier.
WHAT IF MY ORDER LOST
If your tracking information indicates that your parcel has been marked as delivered but you have not received it, we recommend waiting up to 48 hours. Carriers may occasionally scan a parcel as delivered shortly before the final handover.
If the parcel has still not been received after 48 hours, a formal carrier investigation must be opened.
How to initiate the investigation
Please send a single email to:
customerservice@luxroutage.lu
infos@flowerinstincts.com
Your email must include:
- Full name
- Complete delivery address
- Postal code and city
- Country
- Order number
- Tracking number
- Carrier name
- Estimated delivery date
Mandatory declaration
Your email must contain the following statement:
“I hereby declare on my honor that I have not received the above-mentioned parcel. After checking with my neighbors and members of my household, the parcel has not been delivered to me and is not in my possession. I understand that any false declaration may lead to legal consequences.”
The declaration must be dated and signed (full name).
A clear copy of a valid identity document (passport or national identity card) must also be attached.
This documentation is mandatory in order to officially open the investigation.
Investigation timeframe
Carrier investigations typically take 6 to 10 weeks, depending on the carrier and destination country.
During this period, Flower Instincts is unable to issue a refund or replacement.
Once the carrier confirms the parcel as officially lost, we will proceed with either a replacement shipment or a refund, depending on stock availability and the final outcome of the investigation.
WHAT IF MY ORDER HAS BEEN RETURNED TO THE SENDER
If a parcel is returned to us by the carrier, it will be processed once received at our warehouse.
Parcels may be returned for several reasons, including:
- Incorrect or incomplete delivery address
- Failure to collect the parcel from a pickup point
- Repeated unsuccessful delivery attempts
- Refusal to pay customs duties or import taxes
Once the returned parcel has been received and inspected, a refund will be issued for the value of the items only.
Please note that original shipping costs are non-refundable.
No reshipment will be arranged for parcels returned to sender. If you still wish to receive the items, a new order must be placed on our website.
Flower Instincts cannot be held responsible for returns resulting from incorrect information provided at checkout or failure to complete customs formalities.