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Shipping & Returns
1. Dispatch & Delivery Times
We will proceed and dispatch your order quickly. We collect and pack orders every day. The flower products could deliver on the date per the customer’s request. For the other products, we arrange delivery to courier on every Wednesday, and the arrival time depends on the courier, usually takes 2-7 days. Please note and be patient per delivery timeframe. Kindly note the delivery schedule would take longer based on the 2-7 days when we are at peak seasons (such as Christmas, Valentine’s Day, Easter and Mother’s Day etc).
2. Discounted Freight Offer
When you spend over $600 (ex GST) you will automatically receive a discounted freight rate for the eligible items in your cart. Freight will be charged for excluded items.
Freight will apply to the standard freight rates for excluded items. The required freight in total would automatically calculate refers to the consignee base. Not all delivery areas are eligible for being offered the discounted freight.
3. Delivery Costs
For further checking of the delivery cost, please enter your full address at the checkout page to see your delivery costs.
4. Pickup Orders
Payment procedure for self-pickup would be similar to normal business transactions. For account trading customers, the payment is required to fully pay per agreed trading term limits before order released for further processing. Unfortunately, we are unable to accept payment by collect.
All pickups have a minimum 24-48 hours for the transaction. Peak season orders may experience longer delivery time so you are advised to place an order in advance and you must wait until you receive the order ready note before you attempt pickup.
We would send you a Delivery Note via email confirmation. Please ensure a valid email is registered in your details.
You must show the Delivery Note when you come for self-pickup.
Available self-pickup hours as shown:
Sunday – Saturday
8.30am to 6.30pm
Kiosk KI003, BoxHill Central (North Precinct)
17 Market Street, Box Hill
5. Order Cancellations
For cancellation of orders for flower products, due to the particularity of fresh flower products, advance notice which refers to 72 hours ahead of delivery or within 1 hour after placing an order is a must. Should the order is under processing; we will charge 30% of the total amount of the order to deduct as a cost of acquisition. For cancellation of other products, should the goods have been picked and packed per-ordered, we will deduct the cost of rearranging the goods according to 30% of the order amount.
6. Signing for Deliveries
To ensure the quality of our delivery services, we require that all deliveries be signed. If no one is available to receive the delivery, a notice will be left to ask for arrange alternate delivery address or pick-up arrangements. However you may nominate for your parcel is left without a signature at specified address. Once the consignment has left our premises and deemed as delivered as per the receiver’s instructions, it is no longer our responsibility.
7. Changing Shipping Address
If your order has not been dispatched and you would like to change your delivery address, send email to firstname.lastname@example.org as soon as possible and with your order’s reference number and the team will do their best to help you out.
8. International Shipping
We only ship within Australia.
9. P.O. Boxes
We are sorry, we do not deliver to P.O. Boxes.
10. Faulty Item
If the item you have received is faulty, please inform us by email immediately within 48 hours upon receiving the goods. Please have your invoice details on hand and information on what is faulty. We will be happy to replace the item once the fault has been verified. Please note that “change of mind” does not constitute a faulty item.
11. Incorrect or Missing Item
If you have received an incorrect item or your whole order has not been delivered, please advise us immediately by email.
Our returns policy should be a decent consumer rights under the Australian Consumer Law because we want you happy with your purchase.
We stand behind the quality of our products and service. For any reason, you are not satisfied please contact us within 14 days from the date of your purchase for a resolution which may include an exchange, credit note or refund. Due to the perishable nature, all fresh flower claims or enquiries must be made within 4 hours of purchase.
Refunds and exchanges will not be accepted without a valid invoice.
1. Returns Policy Criteria
To be eligible for a return,
– Your goods must be unused and in saleable condition.
– All goods must be in original packaging and all ticketing and swing tags attached.
– An invoice must be presented showing the purchase of the goods.
2. Damaged or faulty goods
Not only from the manufacturers’ guarantees on selected products, our shop and products supplier also offering the quality guarantee of every product per related laws. You are entitled to a replacement or refund for damaged or faulty goods.
3. Incorrect or missing items
If you have received an incorrect item or an item was missing, please contact us by email.
4. Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, we will offer you an exchange; credit note or refund provided that:
– You meet the returns policy criteria.
– Goods are returned at customer’s expense.In addition, the transaction is paid by the customer for the delivery fee.
Due to the nature of the following products, we will be unable to provide a refund or exchange on:
– Custom made and personalized products.For example,fresh flower.
– Fragile items such as glassware, pottery and mirrors which are being sent back by freight companies. You may return these goods into our shop only.
– Clearance items.
Products Purchased in store
All products for return or exchange must be confirmed by our shop.
6. Refunds (if applicable)
Once your return is received and checked, we will process the refund accordingly. We will advise you once the refund has been processed from us.
7. Late or missing refunds (if applicable)
If you have not received a refund yet, wait a couple of days and check your bank account again, contact the bank. Normally there requires some time to processing before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us by email.