Refunds, Substitutions & Warranty
It is important to us that our customers are happy with our products and services. While we hope this is always the case, we understand somethings things happen.
We do not accept returns simply for change of mind or for lack of information that has been stated on our product page.
Certain types of items cannot be returned. These include custom made products (such as special orders), Personal care goods (such as beauty products), and furniture.
Please get in touch if you have questions or concerns about your specific item.
Before contacting us, please consider that some of our products are handcrafted meaning your purchase is truly one of a kind. Every piece will be slightly different and while some "imperfections" may be present, these imperfections is what makes each piece unique and beautiful
We have a 24hrs return policy, which means you have 24hrs after receiving your item to request a return and a full refund will be issued. An item must be in the same condition that you received it, unused, with tags, and in its original packaging. If an item is returned without their original packaging or are damaged, we reserve the right to refuse the full refund.
We cannot accept returns on sale items, gift cards or when a promotional code has been applied.
To start a return, you can contact us at addyandco@outlook.com. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send you package. Please note that the cost of shipping will not be refunded, and we are not responsible for the shipping return cost of orders.
We also recommend you use registered post or a trackable courier when returning an item, as we cannot accept responsibility for items lost in transit to us. Items sent back to us without first requesting a return will not be accepted.
FRESH FLOWER RETURNS
We do not offer refunds on our fresh florals. If you are unsatisfied with the quality or lifespan of your florals, please contact us at addyandco@outlook.com within 24hours to discuss. We will not replace flowers if contacted after this time. Please note: No responsibility is taken for flowers left out in extreme weather conditions.
We are unable to offer a replacement if incorrect delivery information is given to us.
It is the Sender’s responsibility to provide:
i) A correct and accurate address with clear delivery instructions.
ii) Confirm that the Recipient will be home or at place of work.
iii) Confirmation of a safe place to leave delivery if the Recipient is not available upon delivery.
iv) Confirmation the Recipient is above 18 years of age if the delivery contains alcohol.
The Sender may also be charged a re-delivery fee to have the item redelivered or redirected to an alternative address if an item is unable to be delivered for the following reasons:
i) The Recipient's address is incomplete, incorrect, or untraceable
ii) Our driver cannot get access to the property
iii) There is no one present at the Recipient's home to accept the gift and there is no safe place to leave it.
iv) The Recipient refuses delivery
We will not attempt re-delivery until we have had confirmation with sender or receiver and the redelivery fee has been paid.
On the rare occasion we (Addy & Co) have to reject your order for unseen circumstances a full refund is provided.
PRESERVED FLOWER RETURNS
Due to the handmade custom nature of our dried & preserved floral products, we do not offer refunds or exchange.
Please choose carefully and be attentive to the product description provided.
A refund will only be given if a product is out of stock and/or an order is unable to be fulfilled.
FLOWER SUBSTITUTIONS
All flowers and foliage’s are subject to seasonal quality and availability & unfortunately, we cannot guarantee exact colours or shades of specific product. Weather has a dramatic impact on flower and foliage availability. Regardless of the availability of specific products, we will always adhere to the agreed colour palette and aesthetic of floral design.
We reserve the right to substitute all floral and sundry products to ensure the highest quality ingredients and will use our best efforts to preserve the integrity of the proposed item. If needed, we will contact you to discuss alternative options.
DAMAGES & ISSUES
For any damage that occurs during transit, please email addyandco@outlook.com with a photo attached. Due to the delicate nature of dried and preserved flowers and foliage, some shedding is inevitable during transit; however, it should not impact the integrity of the design. In the case of significant damage, a replacement or refund is possible if contacted within 24hours from the date that the order was received.
We are not responsible for & will not pay for any loss, damages, costs or expenses related to a third-party courier’s delivery service included (but not limited to) any damages caused to the goods once the goods are loaded by the courier at our premises or during transport & delivery.
WARRANTY & REPRESENTATION OF PRODUCTS
We do not provide warranty on our products.
We make every effort to correctly and accurately represent our products. Our products are handcrafted meaning your purchase is truly one of a kind. Every piece will be slightly different and while some "imperfections" may be present, these imperfections is what makes each piece unique and beautiful.
Addy & Co reserves the right to amend or update this information at any time without providing notice.
Pricing includes GST, delivery fees are calculated at the checkout.
Any enquires please email addyandco@outlook.com