Returns Policy
Returns
Our returns policy lasts for 7 days from the date of purchase. If more than 7 days have passed, unfortunately we cannot offer a return, exchange or store credit.
To be eligible for a return, your item must be unused, undamaged, with all original tags attached, and in the same condition in which it was received. It must also be returned in its original packaging.
Please note that we do not accept returns for change of mind.
Where a return is approved, we do not provide refunds to the original payment method. Approved returns will be issued as store credit only.
Non-returnable Items
The following items cannot be returned or exchanged:
- Flower arrangements and custom arrangements, as these are made to order
- Gift cards
- Downloadable tutorials
- Sale or clearance items
This does not affect any rights you may have under Australian Consumer Law.
Store Credits
Once your return has been received and inspected, we will email you to confirm whether it has been approved or declined.
If approved, a store credit will be issued for the eligible value of the returned item. Original shipping charges and return shipping costs are not included in the store credit.
Items that are damaged, used, missing parts, missing tags or not returned in their original condition may be declined or may receive a reduced store credit at our discretion.
Sale Items
Sale and clearance items are considered final sale and cannot be returned, exchanged or credited unless the item is faulty or your rights under Australian Consumer Law apply.
Exchanges
Exchanges may be accepted within 7 days of purchase, provided the item meets all return eligibility requirements.
Customers are responsible for all return shipping and additional shipping costs associated with an exchange, unless the item is faulty, damaged, incorrect or otherwise covered by Australian Consumer Law.
To request a return or exchange, please email hello@silkflora.com.au before sending your item.
Approved returns should be sent to:
Silkflora
Unit 51, 7–9 Percy Street
Auburn NSW 2144
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives and contact us promptly if an item is faulty, damaged, incorrect or materially different from its description.
Please include your order number and clear photographs of the item so we can assess the issue and provide an appropriate solution.
Nothing in this policy excludes or limits your rights under Australian Consumer Law. Where required by law, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Gifts
If an approved returned item was marked as a gift when purchased and shipped directly to the recipient, the recipient will receive store credit for the eligible value of the item.
If the item was not marked as a gift, the store credit will be issued to the original purchaser’s customer account.
Return Shipping
Customers are responsible for arranging and paying for return shipping unless the item is faulty, damaged, incorrect or we are otherwise required to cover the cost under Australian Consumer Law.
Original shipping charges and return shipping costs are non-refundable and will not be included in any store credit.
We recommend using a tracked shipping service, as Silkflora is not responsible for returned items that are lost or damaged in transit.
The delivery time for exchanged products may vary depending on the customer’s location.