FAQs

frequently asked questions
before contacting us, you may like to go through these questions we get asked regularly because you may just find the answer you are looking for! :)

1. I am new to ETSY. How do I order?
2. I do not have an ETSY account. Can I still shop with Fleur Avenue?
3. Do I need to have an account with PayPal to shop with Fleur Avenue?
4. What payment methods do you accept?
5. Can I pay by cheque or postal order?
6. May I know the price in my currency?
8. Do you do meet ups? Cash on delivery?
9. Have you shipped my order?
10. How long does it take for my items to reach me?
11. I have not received my items, what should I do?
12. I have not receive my items, could you file a claim with the post office?
13. I receive something damaged and I HAVE BOUGHT insurance. Will I be compensated?
14. I receive something damaged and I HAVE NOT BOUGHT insurance. What should I do?
15. I will like the length of the necklace to be longer than the default and “up to” length, what will be the additional charge?
16. I prefer a blue flower rather than the pink, will you be able to tweak it for me?
17. When do I leave feedback?
18. When will I receive your feedback?
19. Will I receive a brand new piece of jewellery?
20. Why are some of your item(s) labeled with "back-order" and what does this imply?
21. How long do I have to wait for a back-order?
22. Are you able to repair my jewellery?
23. How do I care for my jewellery?
24. Do you do reservations?
25. Do you do wholesale?


Did you manage to find your question in this list of FAQ? If no, please contact us.
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I am new to ETSY. How do I order? ^
Here's a detailed visual guide to help with your first purchase!

I do not have an ETSY account. Can I still shop with Fleur Avenue? ^
You certainly can! Please contact us at fleurave@gmail.com for more information.

Do I need to have an account with PayPal to shop with Fleur Avenue? ^
Of course not! We use PayPal because they’re safe, secure and reliable but if you prefer other payment methods, it can be arranged!

So, what other payment methods do you accept? ^
We accept all major credit and debit cards (e.g visa, mastercard, maestro, solo, American express, discover). You can pay with your debit or credit card through PayPal even if you do not have a PayPal account. Please click here for a detailed explanation on how to pay with your credit/ debit card without a PayPal account.

We are also able to accept POSB/DBS funds transfer, ibanking and internet banking for Singapore customers. Please contact us for more information.

Please note any payments made by eCheque through PayPal will only be delivered when the funds have cleared. All orders paid with other methods will be created and mailed only after funds have successfully cleared, this can take anything up to 10 days.

Can I pay by cheque or postal order? ^
Yes, We are able to accept cheques or postal orders (for Singapore customers only). Please select “OTHERS” during check out or contact us for more information to arrange this. All orders paid by cheque will be created and mailed after funds have successfully cleared, this can take anything up to 10 days.

May I know the price in my currency? ^
To view price in your currency, please click on "currency" at the bottom of the page and select the currency of your choice.

Do you do meet ups? Cash on delivery? ^
Unfortunately, we am unable to do meet ups due to the risk and time involved.

Have you shipped my order? ^
When your order is mailed out, we will update your shipping status on ETSY to “SHIPPED”. Please check “Your Purchase” to check on your order status. For non-Etsy customers, we will drop you a little note to let you know your order status.

How long does it take for my items to reach me? ^
All our pieces are made to order, once payment is cleared, your item will be created and ready to mail within 5 working days. ( Monday – Friday, unless stated otherwise. ) In events of volume orders ( e.g festive, anniversary sale, clearance, press release…etc.) your orders could take up to 3 weeks to be ready for mail.

Your item(s) will be mailed from London, United Kingdom.

Once your item(s) are mailed, below are the delivery estimates:
UK – 1 to 2 days
✈ Western Europe - 3 to 14 days
✈ Eastern Europe – 4 to 14 days
✈ United States – 5 to 20 days
✈ Everywhere Else – 5 to 20 days

Please note these are estimated time frames. Your order may be subjected to custom checks/clearance if any. The stricter your country, the longer it will take to clear custom. Worldwide orders could take up to 30 days.

I have not received my items, what should I do? ^
If your order has not arrived after the stipulated time frame for delivery, please contact us. You may contact us about your order at anytime with full details of your order. ETSY customers, I will need you to provide the URL to your invoice. You can access your invoice by clicking on “Your Purchase” .

I have not receive my items, could you file a claim with the post office? ^
A certificate of posting will be obtained for every order as proof of postage. I can file a claim with the post office and although Royal Mail may pay compensation for loss or damage, please understand it is subjected to Royal Mail discretion.

I receive something damaged and I HAVE BOUGHT insurance. Will I be compensated? ^
A: If you have upgrade your shipping to include insurance which covers damaged during delivery, stolen and lost items and you have photographic evidence to support your claims. A claim will be raised and you will most likely be compensated.

I receive something damaged and I HAVE NOT BOUGHT insurance. What should I do? ^
We take the utmost care, love and attention when it comes to assembling and creating your jewellery pieces so your jewellery should not arrive in a broken state. Your jewellery piece(s) are securely packaged in box(s) or heavily bubble wrapped with outgoing envelopes stamped “FRAGILE” so any jewellery damaged in transit is not our responsibility. In an unlikely event that your jewellery has arrive broken, please do not throw away the damaged items and contact us immediately with an attached photograph of the damaged items. We will work on goodwill base on a case by case basis. Although Royal Mail may pay compensation for loss or damage, please understand it is subjected to Royal Mail discretion.

Any broken jewellery must be returned to Fleur Avenue to be repaired or replaced.

I will like the length of the necklace to be longer than the default and “up to” length, what will be the additional charge? ^
Please contact me for more information.

I prefer a blue flower rather than the pink, will you be able to tweak it for me? ^
Yes, if we have the supplies. Please contact us for more information.

Please note all customized items are non-refundable and not exchangeable as it’s customized to your liking.

When do I leave feedback? ^
Please leave your feedback after you have acknowledge receipt and have no issues with the item you received, and after an issue is resolved. If you face any problems with your purchases, please contact us before you decide to leave a neutral/negative feedback. We're always here and ready to help you resolve them.

When will I receive your feedback? ^
We will leave a feedback after you have acknowledge receipt by leaving your feedback.

I see that you wear some of your jewelry in your listing pictures. Will I receive a brand new piece of jewellery? ^
Yes, you will receive a completely unworn / brand new item that is almost identical to the one pictured in each listing, therefore we seek your understanding that slight variations from one to another is unavoidable.

Why are some of your item(s) labeled with "back-order" and what does this imply? ^
Due to popularity and demand, these item(s) sells out faster than our expectation and when such instances happen, they are label as "back-order.” Occasionally an item may become out of stock after have place your order. When this happen, you will be informed with an option for refund, back-order or exchange.

The definition of back-order is better explained below:
Seller's order for goods from a supplier that have been requested by the seller's customer but are not in the seller's current inventory. A back order is an open obligation (of the supplier to ship and of the buyer to accept) until the merchandise becomes available and the transaction can be completed. - http://www.answers.com/topic/back-order

How long do I have to wait for a back-order? ^
Usually, replenishment for a “back-order” would have already taken place the moment it is out of stock. If action was not taken earlier, a replenishment order will be placed once payment for a "back-order" is cleared. Your "back-order" will then be ready for mail in our best of ability. This could take as early as 5 days to a month.

Will you repair my jewellery? ^
We will be able to repair your jewellery pieces if it's not beyond repair. Please contact us for more information.

How do I care for my jewellery? ^
Please refer to "Jewellery Care".

Do you do reservations? ^
We are unable to do reservations.

Do you do wholesale? ^
Yes. We welcome and do wholesale to shops around the world. If you are interested, please contact us for terms and pricing!