Refunds & Replacements
We send dried bouquets and gift boxes direct to the recipient, so this is not a returns policy in the usual sense. Nobody needs to post flowers back to us. If your order arrives damaged or not as ordered, get in touch and we will sort it out. Here is how that works.
If something is wrong with your order
Get in touch through our contact page within 24 hours of delivery and include a photo of the bouquet as it arrived. The photo lets us see what happened, and the 24-hour window matters because a dried bouquet is easiest to assess close to delivery. From there we look at each case on its own and agree the right outcome with you, usually a replacement sent out or a refund.
Natural variation is not a fault
Dried natives carry the season they were grown and dried in. No two bouquets are identical. Colour and stem shape shift a little from one to the next, and a dyed stem can read warmer or cooler than the website photo. This is real botanicals behaving normally, not a defect, and by placing an order you accept that gentle variation.
Your rights under Australian Consumer Law
Nothing on this page limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a bouquet has a major problem, you are entitled to a replacement or a refund, and the choice is yours. For a minor problem, we will put it right. The case-by-case approach above is how we handle things day to day, and it sits on top of these rights rather than in place of them.
Change of mind
Because each order is packed for a specific recipient and sent on quickly, we do not offer refunds for change of mind. If you need to change or cancel an order, contact us as soon as you can. As long as it has not been dispatched, we will do what we can to help.
Head to our contact page and a real person at the Kingscliff studio will get back to you.