frequently asked questions
This is a small independent shop which enables us to offer you a personalised customer support experience. Please reach out if you have any questions not covered here
Can I personalise and gift wrap my order?
Yes, gift wrapping is available. If the order is to be shipped to the gift recipient, I can hand-letter a greeting card in your name, with a message of your choice. Send me a message directly with instructions.
How will my order be shipped?
All orders are shipped with at tracking number and insurance. See below for more details on shipping.
How can I pay for my order?
You can use PayPal or Stripe to pay your orders, choosing between credit card or other payment options depending on the provider.
Do I need to create an account to buy?
You can buy without creating an account. However, we recommend creating one as it offers you these benefits:
- you will be notified about promotions, product launches and sales first than anyone else.
- you will enjoy a quicker checkout. A great option in times of sales, so you can snap your favourite product in no time.
- a dashboard to follow your orders, change any personal details or update addresses
How secure are the payments?
Payments are processed by PayPal or Stripe, which offers bank grade security standards. GardeniaFair does not store or save any of your payment information, as payments are processed by the providers.
What happens if I am not happy with my order?
Please get in touch with us via email at email@example.com if, for any reason, you are not happy with your order. We strive to give you an extra positive shopping experience and we will try our best so you can have one.
What about returns and cancellations?
Please reach out if you are not happy with your purchase. Contrary to big online shopping companies, we are not in a position to offer free returns.
There are different conditions for returns and cancellations. Please review our Terms and Conditions page and or Right of Withdeawal page.
We take the utmost care to ensure your order gets to you safe and sound.
How long do you take to process the order?
All orders are processed within 1 and 3 business days.
How long are the shipping times?
Germany and EU
- Domestic orders within Germany take around 1-3 business days to arrive.
- Orders within the European Union take between 7 and 10 business days to arrive.
International shipping times outside the EU are influenced by many factors, so the following numbers are just an orientation:
- UK: 7 to 10 business days, pending post-Brexit delays at UK customs offices.
- USA and Canada: 10 to 12 business days.
- Mexico and Latin America: Shipping conditions are very different in many countries. Based on past experience, packages shipped with UPS arrive within a maximum of 3 weeks, including review by customs.
- Asia, Australia, New Zealand, Middle East): Shipping can take between 10 to 15 business days, based on past experience.
- Africa, Central Asia: We don’t usually have many orders from these countries. Please contact us before placing an order so we can ask an estimate with the shipping company.
What happens if my package gets lost or damaged?
We take some precautions to avoid damage or lost packages. All items are exceptionally well packaged, are sent with a tracking number and include insurance. However, with international shipping, there is always a rish of something not working as expected.
If your package is damaged, please notify the delivery company when they hand over the package, so you register the damage with them. This will be important when opening a claim with the insurance.
If you package does not arrive afer 4 weeks of shipping, please contact me at firstname.lastname@example.org.
If a package gets lost, I can open a claim with the carrier company to claim for insurance.
All items are checked and sent in perfect condition. I provide excellent packaging to avoid any possible damage. Please understand that I cannot match policies from Amazon or big sellers, with frees returns and free exchanges.
When my shop grows I can consider changing this policy but for now I can only say that when you buy from me, you accept this minimal risk. In over 300 transactions I had only a couple of problems with items -and these got resolved through direct contact between the customer and me. Please contact me if there is any problem.
For EU based shoppers, see of right of withdrawal policy.
How can I track my package?
Once your package label is generated, a tracking number will begiven to your order. You will receive an email letting you know that the package is on its way, which contains this tracking number.You can sign up for updates with the carrier companies (UPS, DPD, DHL or others) to see where your order is at all times.
What about customs duties ? I live outside the EU in the UK or the USA.
You are responsible to pay for any customs fees when the package arrives in your country. Each country has different regulations on the minimum amount allowed to be imported tax free. Please inform yourself about the specific regulations for your country.
For UK after Brexit:
Watercolour sets do not pay any customs fees according to the UK website on Trade Tariffs. They are listed under UK customs code Nr. 3213900000 “Artists’, students’ or signboard painters’ colours, modifying tints, amusement colours and the like, in tablets, tubes, jars, bottles, pans or in similar forms or packings “.
You can find all the current info on this link https://www.trade-tariff.service.gov.uk/commodities/3213900000