Refund policy
Fresh Flowers
Due to the perishable nature of fresh flowers, we do not accept returns or exchanges for change of mind.
Each arrangement is handcrafted using seasonal flowers, so colours and flower varieties may vary slightly from the photographs shown on our website.
Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or in poor condition, please contact us within 24 hours of delivery.
To help us assess the issue, please include:
- Your order number
- A brief description of the problem
- Clear photographs of the flowers and packaging
Where appropriate, we may offer a replacement, store credit, or refund.
Order Cancellations
Orders may be cancelled at least 24 hours before the scheduled delivery or collection time.
If flowers have already been purchased, prepared, or arranged for your order, a cancellation fee may apply.
Custom orders and event flowers may not be eligible for cancellation once work has commenced.
Delivery Issues
Please ensure the delivery address and recipient details are correct when placing your order.
Velvet Thorn Florals cannot accept responsibility for failed deliveries due to incorrect information supplied by the customer.
Additional delivery charges may apply if re-delivery is required.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
If a product has a major fault or does not meet the consumer guarantees provided by law, you may be entitled to a repair, replacement, or refund.
Contact Us
Velvet Thorn Florals
Email is our preferred method of contact.