RETURNS

Thank you for shopping with us! We want you to have a pleasant and hassle-free shopping experience. This Return Policy outlines the guidelines for returning products purchased from our store, and is in accordance with ACCC

Eligibility for Returns or Exchanges:

1.1 Change of Mind: We understand that sometimes after making a purchase, circumstances change. That's why we offer a 7 day change of mind policy on our standard website items. If you decide to return your item within 7 days of receiving it, you may do so for a refund or store credit, provided that the item is unused and in its original condition. Please note that under the 7 day change of mind policy, customers are responsible for covering the cost of return shipping to our designated return location. Shipping costs are non-refundable.

1.2 Incorrect Products: In the event that you receive an incorrect product, please contact us within 7 days of delivery. We will make arrangements for the return and exchange of the product with the correct item.

1.3 Defective or Damaged Products: If you receive a defective or damaged product, please notify us within 7 days of delivery. We will arrange for the return and replacement of the product at no additional cost to you. Please note, bent flowers are not classified as damaged products, as they can be easily straighted and fluffed out after being compactly packaged for shipment.

Your order is not eligble for a return or exchange if:

• You have requested customisation to our website items, and have recieved photos before shipping
• 7 days have passed from delivery or attempted delivery date
• You have indicated the wrong shipping address at checkout 
• You did not pick up your parcel from the Post Office in a timely manner and they destroyed or shipped it to undelivered parcels hub
• You have used your items/discarded packaging and are returning within the 7 days period
• You have contacted us within 7 days of recieving your order, but decided to ask for a refund after the 7 days period
• You placed an order without at least 25 days until your event (our maximum time to make and ship your order) and you parcel didn't arrive before your event

If your order was shipped in multiple packages, or you made a few orders over a period of time each package has it's own 7 days timeline for the return.

If your item had an attempted delivery and was delivered to the post office, the 7 days return timeline begins from the day you pick up the package. If your order was not picked up from the post office and Australia Post destroyed the package or shipped it back to us, you will not be eligible for a refund.

Return Process:

2.1 Initiation of Return: To initiate a return, please contact our customer service team within the specified return period. Provide the following information: order number, product details, reason for return, and any supporting documentation such as photos in the case of damaged or defective products.

2.2 Return Authorization: Upon receiving your return request, our customer service team will assess your eligibility and provide you with a return shipping address. This address must be clearly marked on the outside of the package. The return must be sent back within 7 days of recieving the return instructions, otherwise the return will not be autorised.

2.3 Packaging and Shipment: Securely package the product, including all accessories, manuals, and promotional materials, in the original packaging or a suitable alternative. Ship the return to the address provided by our customer service team, ensuring that the return address is visible on the outside of the package. We recommend using a trackable shipping method to ensure the safe delivery of your return.

Refunds and Exchanges:

3.1 Refunds: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, we will initiate a refund to your original method of payment within 3-10 days. The time it takes for the refund to be reflected in your account may vary depending on your payment provider.

3.2 Exchanges: If you are eligible for an exchange, we will process the replacement product as soon as possible after receiving your return. Any price differences between the returned product and the replacement item may be refunded or charged accordingly.

Exceptions:

4.1 Non-Returnable Items: gift cards, or orders paid with giftcards are not eligible for return.

4.2 Customized or Personalised Items: Custom orders that have been customized or personalized according to your specifications are not be eligible for return.

Customer Responsibilities:

5.1 Return Condition: To qualify for a refund or exchange, the returned product must be in its original condition, unused, and with all original packaging, accessories, and manuals.

5.2 Return Shipping: Unless the return is due to a defect, damage, or an incorrect product, you are responsible for the return shipping costs.

We could recommend placing a small order first, and viewing the items in real life, prior to placing the rest of the larger order - in this manner reducing your potential return shipping costs. 

Contact Us:

If you have any questions or concerns about our Return Policy, please contact our customer service team. We are available to assist you and provide further guidance on the return process.

Note: This Return Policy is subject to change without prior notice. Please refer to the latest version available on our website or contact our customer service team for the most up-to-date information.