Terms & Conditions
Terms and conditions exist to protect both the business and the customer, If you are unsure or have any questions about something stated in our T&C’s please don’t hesitate to contact us.
Please read the following terms and conditions carefully, as by accepting any quotation provided, purchasing any products on our website or engaging our services by any other means such as for custom orders and therefore effectively hiring Designed By Florence, it is deemed that the client has read and agreed to Designed By Florence terms and conditions as outlined below.
RETURNS & EXCHANGES
Returns or exchanges for any other reason other than faults, the item does not match the description, is not fit for purpose or intended use will require the customer to pay return postage to get the item back to us, plus additional postage to have the item being exchanged for shipped to them.
Return postage of faulty items, items not matching the description or that are not fit for intended purpose or use will be covered by us.
Exchanges will not be posted until we have received the original item back to us in original unused condition.
REFUNDS
Refunds will be provided where we are required to under Australian Consumer Law, such as if the item does not match the description, is not fit for purpose or intended use or is faulty etc.
We are not obligated to refund for change of mind purchases.
Refunds will be processed via the method used to make payment. If you paid via PayPal you will be refunded via PayPal, if you paid in Cash you will be refunded in Cash. Unless otherwise agreed or stated.
Refunds on returns will not be processed until we have received the item back in original unused condition.
Refunds may be offered in circumstances where we are not usually obligated to offer a refund, these will be strictly at our discretion.
Where a refund is not required under Australian Consumer Law store credit, an exchange or repair may be offered instead.
POSTAGE & HANDLING
If an item is in stock we aim to dispatch within 2 business days, during busy periods or where an item is not in stock handling time may increase, we endeavour to communicate delays with our customers where possible either with a pop up at check out before your order is processed or a follow up email. Other delays may be communicated in the product listing.
Handling times vary for custom orders and is subject to turnaround time.
Express Postage only expedites the shipping process, it does not expedite handling times, if you require your order urgently please contact us prior to ordering to arrange this, a rush fee may apply in some cases.
Postage times are just an estimate, and may vary or increase during peak periods such as Christmas. Make sure that when ordering you consider postage times and factor in possible delays during peak periods, we will not be responsible for items that do not arrive within your required timeframe.
AUSTRALIA POST
Estimated Postage Times:
Express Post: Next Business Day – this time frame may increase if you are outside of Express Post Network Areas
Courier Post: Same Business Day Delivery – only available within same state.
Parcel Post: Same State Metro – up to 2 Business Days
Same State Country – up to 5 Business Days
Interstate Metro – up to 3-6 Business Days Depending on lodgement and destination points
Interstate Country – up to 7-10 Business Days Depending on lodgement and destination points
International Express Post: Up to 2-4 Business Days in Major Metro Areas longer outside of this.
International Standard Post: 6 Plus Business Days
International Economy Post: up to 10-30 Business Days depending on area.
SENDLE
Estimated Postage Times:
1 to 2 business days to Sendle to Adelaide
1 to 2 business days to Sendle to Albury
2 to 3 business days to Sendle to Bendigo
1 to 2 business days to Sendle to Brisbane
2 to 3 business days to Sendle to Bundaberg
3 to 7 business days to Sendle to Cairns
1 to 2 business days to Sendle to Canberra
Same or next business day to Sendle to Central Coast
1 to 3 business days to Sendle to Coffs Harbour
4 to 12 business days to Sendle to Darwin
2 to 3 business days to Sendle to Geelong
1 to 2 business days to Sendle to Gold Coast
3 to 4 business days to Sendle to Hobart
3 to 4 business days to Sendle to Launceston
2 to 3 business days to Sendle to Mackay
2 to 3 business days to Sendle to Maryborough
1 to 2 business days to Sendle to Melbourne
Same or next business day to Sendle to Newcastle
1 to 2 business days to Sendle to Northern Rivers
7 to 10 business days to Sendle to Perth
1 to 3 business days to Sendle to Port Macquarie
2 to 3 business days to Sendle to Rockhampton
2 to 3 business days to Sendle to Sunshine Coast
Same or next business day to Sendle to Sydney
1 to 2 business days to Sendle to Toowoomba
3 to 7 business days to Sendle to Townsville
1 to 2 business days to Sendle to Wollongong
All items will be sent with tracking, should your parcel become lost during transit, you can use your tracking to lodge an investigation with Australia Post or Sendle to find out where your item is, alternatively contact us and we will lodge an investigation with Australia Post or Sendle on your behalf, we aim to get your items to you as quick as possible, but sometimes things do go wrong during the shipping process and we understand this can be frustrating for our customers, but we want to work with you, so please be patient with us while we work together to find a suitable solution.
My Item Arrived Damaged or Broken
Should your item arrive damaged or broken, contact us at hello@designedbyflorence.com within 48 Hours of receiving your item either broken or damaged. Please provide us with photos as evidence of the damage or breakage which may have occurred during shipping.
Please help us out by also reporting via lodging a complaint with the shipping company (either AustPost or Sendle) regarding the damage or breakage that occurred during shipping please include your tracking details as well as photos when lodging the complaint. We will also lodge a complaint with them on our end to try and rectify the issue.
In the meantime, we will either replace, refund, repair where possible or provide store credit for the broken or damaged item/s.