Refund policy

Commitment to Quality: At Our Flower Studio, we are dedicated to delivering the highest quality flowers to our customers. When you purchase from our online store, we strive to match your order as closely as possible to the design you have selected. We understand the importance of your flower arrangements and are committed to ensuring your satisfaction.

Handling Concerns: If you have any concerns about your order meeting expectations, we encourage you to contact us directly at Our Flower Studio as soon as possible. We are dedicated to resolving any issues and discussing a favourable outcome with you. Flowers typically last between 3 to 7 days, and it is crucial to water them and avoid exposure to extreme elements like heat to extend their lifespan. Please keep any flowers you are not satisfied with, as we may need them returned to assess potential issues.

Quality Guarantee: If you are dissatisfied with the quality of the flowers or gift received, please email support@ourflowerstudio.com.au within 72 hours of delivery. A photograph of the flowers or gift is requested for review and to help us educate our florists. We aim to respond to quality concerns within 24 hours of your report.

Refund Criteria: Refunds will not be given for change of mind. A refund may be issued if we have proof of the problem, and we agree that a problem exists. A refund will be considered only when it is the most suitable outcome for both parties. All complaints must be made within 7 days of delivery with proof.

Non-Delivery: In the event of non-delivery, please notify us within 30 days of the order date. We evaluate each case individually and may offer redelivery or a refund based on the specific situation.

Cancellation and Changes: Orders can be cancelled or modified before dispatch. Cancellation requests received less than 12 hours before the scheduled delivery may incur a fee to cover costs. To avoid these fees, you may opt for a gift voucher equivalent to the full value of your order.

Damaged or Faulty Products: For orders that arrive damaged or faulty, contact us immediately for a replacement or refund. This service is available for issues reported within 14 days of receipt and is provided at no additional cost.

Incorrect Delivery Addresses and Late Delivery: Please ensure the correct delivery address is provided at the time of ordering. We can accommodate changes, but additional delivery fees may apply for re-delivery. Late delivery does not constitute a failure on our part and does not entitle cancellation of an order. We are not responsible for any loss or damage caused by late delivery or after delivery has taken place.

Refund Processing: Refunds are processed within 3-5 business days of approval. Funds will be returned to the original payment method. No cancellation fees will be charged for refunded orders.

Customer Service Contact: For any queries or concerns, please contact us at support@ourflowerstudio.com.au or 08 6293 1381.

Return Address: 14 Haynes Street Kalamunda 6076 WA.