Can't find the answer to your question? Do you have specific questions about your order, or do you have comments to share with us?
We want to make ordering as easy as possible for you.
How can I pay for my order?
We accept iDEAL and all major payment cards through Shopify Payments. We also accept Paypal and Apple Pay.
Is it safe to order online?
We have taken care to ensure that our website and online shop are protected by SSL certificates that protect your data during transactions with us - look for HTTPS:// and the padlock symbol before our website name.
We use Shopify Payments to handle your payments, so that we never handle or store your payment details ourselves.
How do I know that you have received my order?
After placing your order, you will receive an order confirmation via email within a few minutes.
If you don't receive a confirmation email, please first check your junk mail settings.
If you still have not received a confirmation, please contact us straight away at firstname.lastname@example.org so that we can check the status of your order.
When will I receive my order?
We will dispatch your order to you on the same or next working day - we want you to start enjoying your product straight away!
If your order is crossing any national boundaries, there will unfortunately be inevitable delays in delivery - this is not within our control.
If you have not received your order within 30 days, please contact us straight away so that we can investigate and resolve the matter.
If we have still been unable to deliver your order within an agreed reasonable time after the 30 days, you may of course cancel your order and receive a full unconditional refund (and our profound apologies).
Shipping, Returns & Exchanges
We ship all our products via PostNL. We offer a 14-day no quibble returns policy.
How long does delivery take?
All of our orders are shipped using Post NL. Delivery times may vary depending on your location and events beyond our control.
Please note that deliveries to destinations outside the EU often often take longer due to customs processing on arrival.
As a guide, the estimated delivery times are:
• The Netherlands: 1-2 days
• Europe: 2-5 days
• United Kingdom: 3-15 days
• Rest of World: 8-20 days
Where is my order?
If you want the Track and Trace service, please make sure to select this option (at checkout) as it is not included in standard delivery costs for delivery outside The Netherlands.
Please note that Track and Trace does not improve the delivery time, it only provides an ability to track the progress of your order.
Do you ship overseas?
Yes. We ship primarily to The Netherlands and countries within the European Union, and we do of course also ship to our former home country - the United Kingdom.
We can also ship to any country in the World, but please note that shipping costs can be high.
Shipping costs will be added at checkout.
Do I have to pay Customs charges on my order?
We ship all our orders from The Netherlands.
Whilst we do not include any taxes or import duties on goods shipped outside the EU, these items may be subject to local taxes, fees or customs charges.
We cannot guarantee whether you will or will not have to pay customs charges, and we are unable to advise you of which fees you may be charged.
Please check with your local customs office to familiarise yourself with the relevant taxes or import duties and avoid any unpleasant surprises.
Can I change my mind and cancel my order?
We completely get it, we change our minds too !
You have the right to change your mind about your order within 14 days of delivery and return it to us for a refund. If you wish to exercise your right to return the items to us within this 14-day period, please contact us and let us know straight away.
You may open the packaging and examine the items during this 14-day period, but the packaging must not be damaged, and the items must not be used. This is the equivalent of looking at a product in a physical shop and deciding whether you want to buy or not.
If you do return any item to us within this 14-day period, it must be returned complete, unused, undamaged and in the undamaged original packaging.
The cost of the return postage is at your own expense and is not refundable.
We will refund the cost of the items in your order, excluding initial postage, within 14 days of receipt of the returned package.
We may, at our own discretion, refund these costs at an earlier date. We will refund the costs via the same payment method used for the original purchase.
We reserve the right to withhold costs for any damage to, or signs of use of, the item and its packaging.
Please read our returns policy and contact us or email us at email@example.com to notify us that you would like to return your order.
Can I exchange an item?
We don't offer exchanges. If you aren't happy with your item, simply return it to us within 14 days of receipt and make a new order. We will refund your cost of your purchase as soon as we receive your returned item.
Please note that you will have to pay any return shipping costs and these will not be refunded. Help on returns can be found in our returns policy.
What should I do if I receive an incomplete item?
We're really sorry if your item has been delivered incorrect or incomplete.
Email us at firstname.lastname@example.org with the following information and we'll get it sorted straight away.
• Your name
• Your address
• Your order number
• Product name
• Problem with the item
• Photo of the item
What if I have not received my order?
Packages can sometimes take longer than expected to arrive at their destination, especially when crossing national borders and when transport links are affected by world events.
If you have given the expected delivery a reasonable amount of time (30 days), but have still not received your parcel, these are the steps you can take:
• If you have a tracking number, check the tracking number to find out expected delivery details or delivery location.
• Check the delivery details you provided in your order.
• Contact us at email@example.com to let us know that you have not received your order.
Returns and Refunds
You can return items, unused and in their original packaging, for a refund within 14 days of receipt.
What is your refund policy?
Please read our Refund Policy for full details, but in summary:
• Items must be returned in their original condition within 14 days of receipt.
• Items must be returned unused and in their original condition.
• Dispatch shipping and return shipping costs are not refundable.
• Downloadable content is not refundable.
• Please notify us if you would like to return an item. Include your name, address, order number, product name and reason for return.
• We will process any refunds due within 14 days of receipt of your return.
• Please obtain proof of postage for the returned item.
How long do I have to return an item?
You can return an item within 14 days of receipt. Please check our refund policy for the conditions associated with return.
How much does it cost to return an item?
Sorry, we are unable to provide individual return costs as these will vary depending on your location and the postal service used.
Return shipping costs are non-refundable so you will be responsible for your own return shipping costs.
What do I do if an item is damaged?
Although we take great care (and pride) in our packaging, it is possible that your item could have been damaged in transit to you.
Email us at firstname.lastname@example.org with the following information and we'll get it sorted.
• Your name
• Your address
• Your order number
• Product name
• Problem with the item
• Photo of the damaged item
How long does it take to process my return?
We aim to process any returned items as soon as possible after we receive them.
Please notify us at email@example.com to let us know that you are returning an item.
How do I know if you have received my returned item?
As soon as we receive your returned item, we will contact you using the details you provided with your order.
We would advise you to obtain proof of postage / tracked delivery when you return an item.
Products and Stock
Our product range continues to grow as we expand our ambitions and build upon our ideas.
Will you be getting more stock?
New designs for sustainable essentials, embroidery kits and pressed leaf art are being worked on all the time.
All our beautiful artworks and designs are unique and individually hand-made, so at times we may not be fully stocked.
New additions will be announced as soon as they are available.
Sustainability at Fern Green Designs
Limiting the damage we do to the planet is a vital responsibility and is at the very core of what we believe in at Fern Green Designs.
We have tried to ensure, as far as we possibly can, that our products, packaging and processes have a low impact on the environment.
You can find out more about how we achieve this on our sustainability page.
Will I have enough thread in the embroidery kit to complete the design?
We've included more thread than you will need to complete the design.
Whilst we haven't included full skeins of each colour thread, there will be enough for you to finish the design.
Make sure that you check the design guide (contained in each kit) to see how many strands of thread are required for each part of the design.
Remember that the thread is made up of 6 strands and in general will need to be separated into fewer strands for you to work with it.
Will my pressed leaf art fade?
All our pressed leaf art is created using real leaves and flowers collected from our own garden.
We don't apply any colourings to the leaves and over time the leaves will naturally fade.
It is best to display them somewhere out of direct sunlight.