FAQ : your Frequently Asked Questions answered

If you have any doubt concerning your purchase on Florals and Waves, browse the questions below. If you still haven’t found an answer to your question check it here or please contact us.

~ CAREFULLY MADE FOR YOU, WITH PASSION ~

 

  • What does it mean “the products are made on demand”?

We don’t make bulk productions. Or wholesale. Every product is produced when we receive an order for it. This makes the process more time-consuming and longer, meaning you’ll have to wait more than you do (as say) with “Amazon”. But you’ll receive a carefully made product that has been done just for you. This way we produce less waste and can offer you more products, more exclusivity and close support.

 

  • How long will the shipping take?

Shipping times may vary vastly from country and product. Most products shipping to the US will take between 3-10 (business) days and similar to Canada. For International orders ( as well as Europe) it will take between 7 to 16 (business) days. Greeting cards and A5 prints may take 20 (business) days to arrive .

 

  • Why do my products ship in different packages?

We know no one likes to wait for their products (even if it’s a special experience as well). The time it takes to make every product varies from one item to the other so that’s why we’ll ship every product separately (by category) as they are finished. So you can receive every thing as they become available and make your wait a bit sweeter and exciting.

 

  • How much will the shipping be?

Your shipping fees will be calculated at check out. You can check them when viewing the cart too. You’ll be able to choose between different carriers options (availability depends on the country).

If you are buying postcards or art cards, you may see a second shipping line. That’s just because they have a flat rate shipping and won’t vary when you choose your preferred carrier.

Downloads are free 😉

 

  • Do you have express shipping options?

You’ll be able to select an express shipping option on check out. Keep in mind that to the shipping times you should also add the production time of every product.

 

  • I’ve got the wrong size. Can I change it?

If you’re unhappy with the size you’ve received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it’s possible that the garment was mislabelled. Let us know and we’ll get you sorted out. Be aware that any change due to buyer’s remorse or size change may incur some minor costs.

We’ll gladly make everything we can to satisfy your needs but keep in mind that every product is made following your order, on demand, so your change would mean a new product we have to craft. Don’t hesitate to contact us if you have any doubt or problem with your order. We are here to help you. 

 

  • The product arrived damaged. Can I have it changed / Can I have a refund?

We want you to be happy and proud with your new product. So, if it arrives to you damaged, ¡please! let us now in a week’s time.


Any claims for misprinted/damaged/defective items must be submitted within 10 business days after the product has been received. We’ll produce and ship your product again at no added costs to you. We’ll also send you the instructions on how to ship it back to us.

If you’d like a refund, also let us know within the week and ship us the product following the 14 days after you received it. We’ll refund you the cost of the products but we can’t refund you the shipping costs.

If you have any questions, please contact us.

 

  • The product it’s not what I expected. What’s the return policy?

You can check our full Returns policy and terms and conditions here.

 

  • Do you sell to small shops / wholesale?

We don’t currently. Because we are a small business and all of orders are made on demand it’s hard for us to rule by the wholesale system. But if you have a small shop and would like to offer our products let us know and we’ll see if we can work it out somehow.

 

  • Can I have a product made just for me?

Yes you can. Just write at Lena  telling that you are interested in having something made just for you and we’ll write you back with a brief questionnaire about what you want and need. And we’ll get to work.

 

  • What are download products?

Our download products are digital products. This means that you won’t receive a physical product. In your order email you’ll find a link. Following it will start the download of a compressed digital package (.zip file). Uncompress it (most computers already have an application that we’ll uncompress it right away – like Unrar, Unarchiver or Unzip). Then you’ll find a folder in the same directory with your archives ( .pdf format). Open them and you’ll be ready to print them and use them.

If you don’t have an application to open pdfs download Adobe Reader here.

 

  • How should I print a digital (download) product?

Our recommendation ( and how we like to do it for ourselves) is to print every design into thick (125g/m2 to 300 g/m2) quality matte paper. This makes it more durable and gets a feeling of high quality. Also, don’t forget to choose the same settings on your printer dialog! And choose high quality printing (the difference with the quicker option is amazing).

Otherwise, if you’d prefer to have a shiny print, choose a gloss paper (most photography paper for printers are like this). Again, change the settings of your printer to match the paper and quality you want.

If you need help, contact us and we’ll make our best to assist you.

 

  • Do you refund downloads?

No, we can’t do that. It would be like refunding you for the brunch you already ate. But if you have any problem or something isn’t working for you contact us. We’ll fix it and you’ll receive the updated version.

 

  • Can I use your postcards for my event/business/etc?

All designs and materials offered in our shop are intended for personal use only. If you’d  need them for your business or event, or any other purpose please write us an email and we’ll work out an arrangement.

 

  • Where is the shop located?

Most of our activity takes place in a small village in Catalonia, Spain. We also have manufacturer’s in the US (California and North Carolina) and Europe (Latvia). They allow us to make some products more easily available to you and lowering the change to incur on customs fees.

 

  • What if I don’t receive my package?

If the shipment of your packages was made more than 40 (business) days ago contact us. We’ll do all we can to find your packages. If it has been lost we’ll refund you and offer you to make the order again (with a discounted price).

 

  • My tracking code is not working.What’s wrong? Do you know where my package is?

Tracking codes may take up to 48 hours to function correctly from the time the shipping has been made. If after 48 hours you can’t get any info about your package shipping process please let us know. Also, note that tracking vary from company and country and not all status updates may be reflected accurately. The best way to know for sure the state of your package is to contact directly your local carrier.

 

  • How can I contact customer support?

Write us at shop@lenasingla.com. Our business hours are 9-5 Monday to Friday (GMT +2) but we are always keeping on track of all orders and their status as well of aware of any emails or situations that need urgent attention. We always make our best to assist you during your purchase and until you get your custom order.