Terms of service

TURNAROUND TIMES

In-stock items: 1-3 business days before dispatch
Custom orders, favorites, remakes & installations: Up to 7 business days before dispatch
Custom mirrors: Up to 7 business days before dispatch

PICKUP & DELIVERY

We no longer offer local Gold Coast pickup.

Once your item has been posted, you will receive a tracking number via the mobile number or email provided at checkout.

Please note that we use third-party courier services. Once a parcel leaves our premises, we have no control over handling or delivery timeframes. We do not have direct contact with courier companies and cannot follow up on your behalf.

If your parcel has not arrived within the estimated timeframe provided by the tracking details, you can lodge a "missing parcel enquiry" with the courier company directly, and they will follow up for you.

We kindly ask that you do not contact us for tracking updates before the dispatch timelines outlined above.

DELIVERY & DAMAGES

We take great care in packaging your items, and all parcels are marked as fragile. However, delicate flowers may naturally shed during transit—this is normal and does not affect the overall look of the piece.

We are not responsible for:

Lost, delayed, or damaged parcels caused by the courier
Expenses incurred during transit
Orders delivered outside the estimated timeframes

If your parcel arrives damaged, please email us within 24 hours of delivery with a photo showing:

The damaged box with the shipping label visible
The damaged item (both in the same image)

We will submit a claim on your behalf to the courier company for insurance. However, a refund is not guaranteed, as the courier determines the outcome. If your claim is rejected, we will offer alternative solutions to ensure your piece meets our standards and that you are happy with your purchase.

We do not offer refunds or exchanges for change of mind. Additionally, we cannot refund or exchange an order that was received in good condition but later damaged due to improper care or mishandling.

IMPORT TAXES, DUTIES & SHIPPING COSTS

We strive to provide accurate shipping costs upfront. However, in rare cases, additional shipping fees may apply due to weight or delivery location. If this occurs, you will be invoiced for the additional cost or offered a full refund.

We are not responsible for any import taxes, duties, or VAT.

OVERSIZED ITEMS

Due to shipping size restrictions, larger items such as mirrors and installations may arrive in separate packages.

Mirrors: Your flowers and mirror may be shipped separately. You will receive a video tutorial on how to attach the flowers to the mirror in two easy steps, along with all necessary materials.
Installations: Oversized pieces may arrive in multiple parts. A video guide will be provided to help you assemble the arrangement seamlessly.