Frequently asked questions

I want to return my purchase. What do I do?


If in the unlikely scenario you are unhappy with your product, and would like to return your item, please contact us using the e-mail below with your order number and full name. Please note, if your item has been personalised unfortunately due to the nature of the product, we do not offer a refund or exchange.




I want to return a gift that was sent to me. How do I do that?


If someone has bought a gift for you from our website, please let us know the product name and full name of the person who purchased the gift, and the address where the gift was originally sent. If the item has NOT been personalised, and bought within 30 days you are able to exchange your item. Please view "How do I qualify for a refund" to get further information.




How do I qualify for a refund?


If you would like a refund you must meet the following criteria: - The item must not be personalised - You have 2 weeks from date the parcel is received to get a refund, up to 30 days for an excahnge. - Item must come back in its original packaging (excluding envelope i.e labels, tags, bubble wrap etc.) - No damage must be done (in the unlikely event your parcel is damaged upon arrival you must contact us within 3 days of receiving goods!)




Can I exchange my order instead of returning it?


As long as your item is not personalised, you are able to exchange your item within 30 days of receiving the parcel. Everything must be kept in its original packaging and unused. If you do send back the parcel and the condition is not as described above you may not recieve a refund or have to pay for the cost of the frame to be sent back to you.




There is no return address? Where do I send my parcel to?


Please contact info@wearefamali.com to receive the return address. Please title your e-mail with your name and "RETURN ADDRESS"




Do you ship internationally?


YES! We ship worldwide! To find how much shipment cost to your country please head to checkout and select your region.




How long does it take to ship and dispatch your products?


All orders are written take up to 7-10 business days to make. However on most occassions it can be as quick as 1 day to dispatch. For more realistic idea of how long your order will take to dispatch please view "The Shop" front page, where we always update our current estimated dispatch time.

This excludes all pre-orders.




I have ordered an item. Still have not received my items?


Please wait up to 10 working days before contacting the team. If it has passed 10 days and you have not recieved s confirmation email, please contact us.




How long do your flower inside the flower frame last?


FOREVER! It is your duty to make sure that the frame is not taken apart and the flowers are not touched as this will eventualy lead to wear and tear of the product. To keep the product in best condition, please do not touch flowers and leave glass on.




Do you do custom designs?


Yes! Please either e-mail wearefamali@info.com, or use a form on our website / live chat to get in touch. An additional cost may occur, but not always! It's always good to use the live chat to find out.




I made a purchase but now want to cancel. My item has not yet been dispatched, is this possible?


Yes this is possible.

You will face a £10 cancellation fee if you cancel after 24 hours. Prior 24 hours you will receive a full refund.
If the item has been dispatched you will need to follow the return procedure in order to receive a refund for the item.




I have ordered a Spotify Frame, where do I send my photo?


please send a photo to info@wearefamali.com and make sure your subject line includes your order number.