Ordering & Payment
Do I need an account to place an order?
No. Where guest checkout is available, you may place an order without creating an account.
What payment methods do you accept?
We accept the payment methods displayed during checkout. Available methods may vary by location and payment provider. The current site may display major credit cards and PayPal where available.
Is my payment information secure?
Payments are processed using third-party payment providers and secure checkout technology. Fernvalee does not intentionally store complete payment-card numbers directly on its own systems.
Can I change or cancel my order?
Contact aarongun976@gmail.com as soon as possible. We will try to accommodate the request before fulfillment begins. Once an order has been processed, packed, or shipped, changes or cancellation may no longer be possible.
Product Questions - Artificial Flowers
What does one pack include?
For the current campaign product, the live product page states that 1 pack contains 7 bundles / 21 flowers. The applicable product page and order option control what is included, so review the selected option before checkout.
Why might the product look compressed after delivery?
Artificial stems and petals can shift during packaging and transit. Gently separate and shape the stems and petals after unpacking, following any care instructions on the product page.
Does UV-resistant mean the flowers can never fade?
No. UV-resistant means the product is designed to better tolerate sunlight exposure than untreated decorative material. Long-term appearance can still vary with sunlight intensity, climate, moisture, heat, wind, and duration of outdoor use.
Are planters, baskets, or props included?
Only if the product page expressly states they are included. Lifestyle images may show planters, baskets, furniture, or multiple packs for styling and scale.
Shipping & Delivery
How long does order processing take?
Orders are generally processed within 2-7 business days. Processing means preparing and handing the order to the carrier. Seasonal volume, product availability, verification, or fulfillment conditions may occasionally affect processing time.
How long does delivery take?
After dispatch, estimated delivery commonly ranges from about 7-20 business days depending on destination and carrier conditions. Certain destinations may take longer. Delivery estimates are not guarantees unless expressly stated otherwise.
Do you offer free shipping?
Fernvalee currently uses a free-shipping threshold of US$39.99 in the primary Shipping Policy. Orders below the threshold may be charged US$6.98. The exact charge applicable to your order should be shown before checkout is completed.
How can I track my order?
When tracking is available, a tracking number will be provided after shipment. Tracking may require approximately 24-72 hours after dispatch to begin showing updates.
Can an order arrive in multiple packages?
Yes. Some orders may be fulfilled in more than one shipment and may have multiple tracking numbers.
Returns & Refunds
What is the Fernvalee return period?
Eligible return requests may generally be submitted within 30 days after delivery, subject to the eligibility conditions in our Returns & Refunds Policy and applicable consumer law.
What if my order is damaged, defective, incomplete, or incorrect?
Contact us as soon as possible and preferably within 7 days after delivery. Include your order number and clear photographs or video showing the issue where relevant.
Who pays return shipping?
For eligible change-of-mind returns, return shipping is generally the customer's responsibility where permitted by law. For confirmed merchant-error, damaged, defective, incomplete, or incorrect orders, Fernvalee will provide the applicable remedy and return instructions.
When will I receive a refund?
After an authorized return is received and inspected, approved refunds are generally processed within up to 14 business days unless applicable law requires a shorter period. Your bank, card issuer, PayPal, or other payment provider may require additional time to display the refund.
Support
For additional assistance: aarongun976@gmail.com