FREQUENTLY ASKED QUESTIONS (FAQ)
Everything You Need to Know About Ordering, Shipping, and Returns
General Information
Where is Velvet Moon located?
Our physical boutique storefront is located at 1203 Argyle Street, Finnieston, Glasgow, G3 8TQ, United Kingdom. We cordially invite you to visit us in person to view our premium collections of fresh luxury florals, artisanal keepsakes, and bespoke gift capsules.
What are your boutique opening hours?
Our Glasgow storefront operates seven days a week (All Times GMT):
Monday – Saturday: 10:00 AM – 06:00 PM
Sunday: 11:00 AM – 04:00 PM
How can I contact your customer team?
You can reach our administrative support desk directly via email at help@archestradingpost.com or by phone line at +44 141 387 7310.
Ordering & Customization
Can I customize my gift capsules?
Yes, absolutely! We specialize in bespoke curation and custom-tailored designs. You can select, modify, or add specific details, individual color schemes, and personalized messages to many of our retail gift products and gift hampers.
What happens if I need to change or adjust my order?
For standard items, please contact our support desk immediately. However, for personalized, bespoke, or fresh floral items, we are unable to accept modifications or structural layout changes once formal preparation, custom manufacturing, or floral arranging has begun.
Shipping & Store Pickup
Do you ship outside of the United Kingdom?
No. Currently, we route shipments exclusively within Scotland and the nationwide United Kingdom to guarantee strict quality control and reliable courier transit parameters. We do not provide international shipping options.
What are your shipping rates and delivery timelines?
Standard domestic shipping is completely Free on all orders over £75.00. For orders under £75.00, a predictable flat-rate fee of £4.99 is applied at checkout. Our timeline metrics are structured as follows:
- Handling Time: 1 – 2 Business Days (Processed Monday through Sunday).
- Transit Time: 3 – 5 Business Days via trusted domestic courier networks.
- Total Estimated Delivery: 4 – 7 Business Days from verified financial checkout.
How does Free Store Pickup (Click & Collect) work?
It is simple and efficient. Select the "Pick Up" button during your checkout layer to automatically wipe away shipping costs. Most local orders are prepared, structured, and ready for collection within 2 hours during store hours. You will receive an automated "Ready for Pickup" email notice once your gifts are set for collection at our Glasgow storefront.
Cancellations & Returns
What is your retail return policy?
In compliance with the UK Consumer Contracts Regulations, we provide a 14-day return window for all standard, unpersonalized retail inventory (such as unused keepsakes or standard pre-boxed gift sets). Items must return completely unused, unopened, and sealed inside original factory packaging components.
Can I return custom, personalized, or fresh floral items?
Under statutory UK data laws, any bespoke personalized items, goods unsealed from health or hygiene protection metrics, and highly perishable products—such as our fresh luxury florals and hand-tied botanical arrangements—are strictly exempt from returns or refunds unless verified as damaged during courier transit.
Are there any restocking fees applied to returns?
No. We champion honest, premium trading standards. Velvet Moon enforces a strict £0.00 Restocking Fee framework for all authorized, eligible returns.
Damaged or Defective Goods
What should I do if my order arrives broken or damaged?
While we apply careful security padding when wrapping your packages, if an item or floral arrangement arrives damaged, please email help@archestradingpost.com within 24 hours of courier drop-off. Kindly attach your unique order number alongside high-quality photographs of the broken item/wilted florals and the original exterior box so we can dispatch an immediate replacement arrangement or process a full refund.
Payments & Data Security
What billing options do you accept at checkout?
We process all major secure payment providers including: Visa, Mastercard, American Express, Visa Electron, Discover, JCB, and Diners Club credit or debit options.
Is my personal and financial information secure?
Absolutely. Our entire domain uses premium 256-bit SSL network encryption tokens to protect data data. Furthermore, Velvet Moon does not log or store credit/debit numbers on its databases; payment pathways are routed exclusively via Level 1 PCI-DSS compliant secure servers.