Shipping & Returns
Shipping Policy
When ordering custom bouquets, prior to shipping we will attempt to contact you via email with pictures to confirm you are happy with your order. We will wait half a business day for a response before shipping; this gives you an opportunity to amend the bouquet before shipment.
Silk Bouquets ship across Australia using only Australia Post standard registered post and express post, which both come with tracking. Delivery times may slightly vary depending on your location but for standard registered post allow 3-5 business days and Express post allow 1-3 business days.
Unfortunately at this time of year we are experiencing delays in shipments due to extreme weather events across Australia, Including fires, flooding and severe storms impacting deliveries. We aim to always post bouquets within 1-2 business days, however please allow up to 14 days for shipment.
Return & Exchange Policy
We make it our priory to produce high quality and affordable products that will last a lifetime, for this reason we do not offer returns or refunds for change of mind. We will only offer refund and/or exchange if the product is found to be faulty. Returns must be approved by our team prior to being returned to us.
If a refund or exchange is issued, shipping will be at the customers expense.
Eligibility for Refunds and Exchanges
* Your item must be in the same condition that you received it.
* The item must be in the original packaging.
* To complete your return, we require a receipt or proof of purchase.
* Only regular priced items may be refunded, sale items cannot be refunded unless faulty.
* To find out if you qualify, send us an email at silkbouquetsgc@gmail.com prior to returning your item.
Exempt Goods
The following are exempt from refunds:
* Gift cards
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item returned without email approval by our team.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the approval or rejection of your refund or exchange.
If you are approved, then your refund or exchange will be processed. If receiving a refund, a credit will automatically be applied to your card or other original method of payment, within 14 business days.
Late or missing refunds
* If you have not received a refund yet, first check your bank account again. Then contact your purchasing company, refund time varies depending on what bank or service you paid with so we are unable to provide an exact time frame for this.
* If you have done all of this and you still have not received your refund yet, please contact us at silkbouquetsgc@gmail.com
Return Shipping
* You will be responsible for paying for return shipping costs unless item proven to be faulty.
* Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the product is faulty.
* Depending on where you live, the time it may take for your exchanged product to reach you, may vary as outlined in our shipping policy.
* We cannot guarantee that we will receive your returned item and if it was not returned via Australia post registered post we may be unable to compensate this. If the return does not arrive we will not cover any costs associated with the return including shipping.
Faulty Items
* Silk Bouquets make every effort to ensure the highest standard and quality products are curated and produced, Faulty products must meet certain criteria to be refunded or returned. To be deemed as faulty, an item must be broken in a way that makes it unusable, for example the flower head coming apart from the stem of a flow is not classed as faulty as this is usually how silk flowers are manufactured for shipping and can simply be put back on.
* If the product was exposed to extreme or unnecessary conditions such as direct sunlight, excessive heat (not room temperature), being thrown, shaken, painted, watered or cut; a return or refund will not be issued.