Frequently Asked Questions

PAYMENT AND PRICING

All orders will be processed in US Dollars (USD). The price shown using our currency conversion tool is an estimation.

Fleurs Avenue accepts all major credit cards, such as Visa, MasterCard, American Express, JCB, Visa Electron, debit cards and PayPal.

To register for a PayPal account, visit paypal.com.

Prior to confirming your order, kindly carefully review the total amount and content(s) within your cart.

Your credit card will be charged upon order submission, and takes approximately 3 working days to clear by your bank. You will receive an email confirmation when an order is successfully placed with us.

Please check that your card’s billing details (such as the security code and billing address) match, check that your card is not expired or that your Paypal account is active. If none of these applies, please contact us here.

No. Most of our pieces are available through various stockists. However, not all designs are available at all times in all locations. All collection, including the latest and complete range is available here.






PRODUCT RELATED

As different lighting conditions affects monitor screen output, there may still be slight variations to the colour you see on your screen. StyleInsider aims to accurately describe and portray all products exactly to what you will be receiving.

All jewelry from The Glassroom and The Greenhouse are lead-free, cadmium-free and nickel-free.

For products in The Garden, we're unable to ascertain that all designs are safe for sensitive skin. That said, we strive to screen them out by testing on our skin for any possible allergic reaction. If we have any suspicion that a product is not suitable for sensitive ears, we'll state it on the product page to keep you informed.

If you have sensitive skin, we strongly encourage to shop designs from The Greenhouse and The Glassroom.

Please refer to the size guide and follow the measurements to find your best fit. Adjustable rings can fit from size 5 – 8 unless stated otherwise. If you need any further assistance, do not hesitate to contact us.

We can't always give a date to when products are due to restocking as it's completely subject to change.

These are either made-to-order products or best sellers that got sold out due to their popularity and demand and in the process of getting restocked. If in any event we are unable to complete your order, we will contact you with an option for refund or exchange.

For made to order products, meaning we make each product individually upon your order. These products generally take 1-2 weeks to complete. We will keep you updated throughout the entire process and send confirmation before we mail out.

For best seller products, replenishment would have already taken place the moment it is out of stock. If an action was not taken earlier, a replenishment order will be placed once payment for your pre-order is cleared. Your order would be ready for mail as early as 5 days to a month.

A pre-order is a commitment between Fleurs Avenue and you. Fleurs Avenue reserves the right to refund only when we are able to sell off or transfer the deposit to another customer. Should we be unable to transfer your order, we'll not be able to cancel your order.

Made-to-orders are personalised custom orders for jewellery and accessories tailored from scratch according to your specification, e.g. chain length, stone colour, engraving, etc. These products generally takes us about 1-2 weeks to complete, barring any unforeseen circumstances. We will keep you updated throughout the entire process and will send a confirmation before we mail out.






RETURNS AND EXCHANGE

Customer satisfaction is our top priority, therefore, we want you to be 100% satisfied with your purchase. If there is an issue with your order, please contact us within 14 days of delivery. We accept returns or exchange in certain circumstances.

    The following items can't be returned or exchanged because of the nature of these items unless they arrive damaged or defective, Fleurs Avenue cannot accept returns for:
  1. Bespoke, custom or personalised orders
  2. Earrings & piercings (due to health/hygiene reasons)
  3. Sales or clearance item(s)

Returns and exchanges are not allowed due to change of mind.

Products (excluding earrings & piercings) from The Garden are exchangable but non-refundable.

To be eligible for refund or exchange, please ensure the following conditions are met.

Your order needs to be returned:

  • Within 21 days of delivery
  • In its original unworn condition
  • in its original undamaged packaging as when it was received, inclusive of tags, certificates, etc*
  • *Any orders returned failing the above conditions may result in a delayed refund or may not qualify for a refund.

    *Refunds will be charged back to the original form of payment used for purchase


    Please note:
    1. Fleurs Avenue reserves the rights to withhold any refunds if your original item have not reached our warehouse
    2. Fleurs Avenue reserve the right to refuse a return or exchange if the merchandise in question does not meet the above conditions
    3. Returns and exchange are not allowed due to change of mind
    4. Exchanges are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed
    5. Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded
    6. We are unable to accommodate any refund reversal requests if 21 days have past from the refund date.

    We're sorry we messed up. If you received a product different from what you'd ordered, please contact us within 14 days. We'll get you the right order asap within our abilities..

    Yes. Jewellery, accessories and intimate products such as tights, socks and swimsuits cannot be returned. We are unable to honour previous sale prices or promotions when you place a new order. *Please contact our Customer Service Department within the time period specified to request a Return.

    Please contact us within 7 days of receiving your order. We will take you through the process of returning the items.

    As our customer service team sits in a different location. Please do not return without contacting us first. We may not be able to process your return if we are unable to verify the return.

    Step 1: Print and attach the Return Form provided by our Customer Service team with the products and gift with purchase that you wish to return

    Step 2: Ship the items back to us. We recommend using a trackable shipping service of your choice to prevent any dispute. Please keep the tracking details for your records

    *In the unfortunate event, any item(s) is lost/stolen in the mail, Fleurs Avenue cannot be held accountable.

    Step 3: Email us the tracking code

    Step 4: Your refund will be processed via your original mode of payment, product exchange or store credit. This will be processed within 14 days of receiving the returned items.

    We will only contact you once the returned item(s) have been received and processed. Please check your delivery status via the tracking code provided by your chosen courier.

    It may take up to 14 business days for your refund or exchange to be processed and verified. We will get in touch via email.

    The refund value is based on the item(s) purchased only. Delivery and handling charges for the original purchase are not refundable. For item(s) originally shipped for free, a re-delivery fee will be deducted from the refund.

    The responsibility and delivery cost incurred for a return or exchange is to be borne by the buyer. We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.






    DELIVERY

    Worldwide! Except to the following countries.

  • Russian Federation
  • Venezuela
  • Pakistan
  • Colombia
  • Lebanon
  • Syria
  • Bahrain
  • Kuwait
  • Saudi Arabia
  • Orders above USD$60 delivers for free. For orders under USD$60, a flat standard delivery charge applies. Please refer to the table below for charges and delivery times.

    For the countries listed below, free delivery is not available. Standard delivery of US$25 dollars applies to all orders.

  • Albania
  • Armenia
  • Bosnia and Herzegovina
  • Faroe Islands
  • Greenland
  • Guadeloupe
  • Montenegro
  • Romania
  • San Marino
  • Serbia
  • Ukraine
  • Order processing takes between 2 to 5 business days^ and delivered within 48 hours. After that, delivery varies between 5 to 25 working days.

    If you require urgent delivery, please let us know to arrange an expedite delivery service for you.

    ^Orders are not processed nor delivered on weekends or holidays.

    To ensure no hiccups during delivery, please confirm your delivery address and phone number are provided accurately. Especially if the delivery address is different from your billing address.

    Fleurs Avenue is not responsible for unexpected shipping delays caused by the following circumstances:

  • Severe weather or natural disasters
  • Unexpected shipping delays caused by circumstances related to the courier itself
  • Customs delays
  • Please contact us within 14 days of delivery or 30 days of non-delivery. As shoppers ourselves, we understand the awful feeling of anticipating an order to receive it damaged or incorrect. That's why we always ensure all order(s) are thoroughly checked, securely packaged and marked fragile before we mail them out. Be assured that we treat all requests for return seriously. We will accept responsibility if the error is on our end and reimburse your return cost. Please do not return your order without first contacting us. Check out our Return and Exchange Eligibility article for more information.

    Please contact us within 30 days of non-delivery. For failed deliveries and returned packages due to incorrect address provided, unpaid customs charges, or failed attempts to reach the customer at point of delivery, the customer is responsible for all charges related to re-delivering the order. Fleurs Avenue is not liable for the re-delivery charges.

    You may be charged for handling fees, duties, taxes or any surcharges which may be imposed by your country as your order passes through customs. Any charges on a parcel shall be paid by the person/company receiving the parcel.

    USA – All orders above US$800 will be subject to import tax. Please visit the USCustoms and Border Protection Department's website for more information.

    Australia – All orders above AUS$1000 will be subjected to import duties. Please visit Department of Home Affairs's website for more information

    New Zealand - All orders above NZD$60 will be subject to import duties. Please visit New Zealand Customs Service's website for more information.

    If you choose to refuse the customs fee and the order is returned to us, a shipping & handling fee may be deducted from your refund.

    Fleurs Avenue has no control over these charges and are unable to advise you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before placing your order.






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