Shipping Details

Dispatch and Handling Time

• We dispatch orders within 2 business days of receiving an order confirmation from the platform.

• 75% of products are dispatched within 1 business day.

• Orders placed before 8 am with correct and complete address and shipping information will be dispatched within 2 business days, provided stock is available.

• Orders are processed and dispatched from our warehouse in Melbourne, Australia.

• Please double-check your full shipping address (including Apartment or Unit No.) carefully before checkout. It cannot be changed after the order is completed. Buyers should bear the postage fees caused by wrong or incomplete address delivery, including both the Delivery Fee and Return to Sender Fee based on our contract price.

Potential Order Holds

• If we notice any issues with an order such as potential incompatibility, incorrect or incomplete address, or multiple identical products ordered within a short time frame for the same recipient and address, we will hold the order.

• Our customer service team will attempt to contact the customer for confirmation. Orders will be dispatched within 2 business days of receiving confirmation from the customer.

• In such cases, this will not be considered a delay in dispatch.

Delivery Time

• Standard delivery typically takes 3-8 business days after dispatch, depending on your location.

• For metro areas, delivery takes 2-7 business days, and for remote areas, up to 14 business days.

• Allow 5-10 business days for delivery during peak seasons like Black Friday, Christmas, and Boxing Day.

Delivery Services

• We determine whether to use Australia Post or another courier based on the weight, volume, and delivery address of the product purchased by the customer. Generally, we do not accept specific delivery service requests.

• Buyers will receive a unique tracking number to trace the delivery online.

• Australia Post PO/Parcel Boxes will only accept parcels 22kg and under or shorter than one metre.

Shipping Address

• Ensure your address and contact number are correct and complete at checkout. Incomplete addresses will be considered as incorrect addresses.

• Changes to the address after checkout are not valid.

• If no one is home, the courier or Australia Post may leave the package outside without a signature if safe to do so.

Australia Post Deliveries

• A signature is required for collection from your local post office.

• A return-to-sender fee of $15 and re-delivery fees based on our contract price with Australia Post will be charged for items returned due to incorrect delivery address, incomplete address, or failure to collect from the Post Office.

Courier Deliveries

• Deliveries occur during normal business hours (9 am-5 pm) on weekdays, excluding weekends and public holidays.

• Couriers deliver to the property entrance only and may require assistance unloading.

• Return to sender and re-delivery fees will be charged based on our contract price with the couriers for undeliverable items returned due to incorrect or incomplete delivery address, or unsuccessful delivery attempts.

• Remote areas may require collection from the nearest freight depot.

Order Cancellation and Re-delivery

• Once a tracking number is provided, cancellations are not possible as the order would have left the warehouse.

• Cancellations post-dispatch will incur additional postage and restocking fees and will be considered a Change of Mind.

• Additional postage fees apply for re-delivery or re-direction requests.

Special Notes

• All orders will be dispatched within 2 working days once full payment has been cleared. The date of dispatch listed on the website is the estimated date of dispatch. If the scheduled dispatch is delayed by more than three days, Flora Livings will notify affected customers.

• Same-day dispatch applies when the transaction payment is cleared on or before 8 AM during working days.

• Please note that if your area is only covered by a Post Office Drop or if you are unavailable at the time of delivery, a collection card will be left in your mailbox to enable collection at your local Post Office. Australia Post offers door-to-door delivery service once.

• Once in the hands of the couriers, freight times are outside of our control.

• After-hours, weekend, and public holiday delivery are unavailable.

• We ship orders Australia-wide only. No other international shipping is available at this stage.

Important Information

• Inside/Upstairs delivery is not provided.

• All items are dispatched from our warehouse in Australia.

Contact Information

For any questions or issues regarding shipping, please reach out to our Customer Service Team via the Contact Seller link in your order confirmation email.

Returns

Our policy allows returns for change of mind within 14 days of receipt. If more than 14 days have passed, you may still be eligible for a refund, replacement, or repair under Australian Consumer Law if the product is faulty in its primary function.

To qualify for a change-of-mind return, items must be unused and in their original condition and packaging. A receipt or proof of purchase is required. Please do not send your purchase directly to the manufacturer; contact us directly for assistance.

Conditions for Partial Refunds:

• Books with obvious signs of use

• Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records

• Items not in original condition, damaged, or missing parts not due to our error

• Items returned more than 14 days after delivery

Refunds

Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. Approved refunds will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Late or Missing Refunds

If you haven’t received a refund yet, check your bank account again, then contact your credit card company and bank as processing time may vary. If you still have not received your refund, please contact us

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, message us and send your item to our warehouse.

Return and Exchange Policy

• Inspect the package upon receipt. If damaged during freight, refuse the package and it will be returned to us. Then contact us promptly.

• We offer a refund/exchange within 14 days of receipt of goods. After that, the standard product warranty applies.

• For faulty items with a Return to Base warranty, confirm the item doesn’t work, and contact our customer service via email with detailed problem descriptions and pictures. We will provide a return form to send back with the faulty item.

• We may reimburse your return shipping fee if it is our mistake. Return using Australia Registered Post for reimbursement. Other services won’t be covered.

• Change of mind returns/exchanges must be in original box and condition. The buyer is responsible for shipping and handling fees for non-faulty items.

Warranty Policy

• All new products carry a standard 1-year warranty unless stated otherwise.

• Warranty is effective from the date of receipt. If tracking is unavailable, it’s assumed delivery occurs five business days after dispatch.

• Warranty doesn’t cover damage from normal wear and tear, accidents, misuse, lack of maintenance, or external causes.

• Warranty is void if items are modified or tampered with by unauthorized persons.

• Consumable components and accessories are not covered once used.

• Warranty doesn’t apply to items resold or rented for profit.

• If a product is unusable upon receipt or has a major fault, you may choose a full refund or a replacement.

• Contact us to claim a warranty. Provide proof of purchase and follow return instructions. If no fault is found, a return charge of $10 applies.

• For faulty items within the warranty period, we cover outbound shipping; buyers cover return shipping. Replacement or refund is provided based on stock availability.

• Accessories and bonus gifts are not covered by warranty.

General Guidelines

• Returns must be in original packaging and include all accessories.

• For change-of-mind returns, items must be in a resaleable condition, and return postage is the buyer’s responsibility.

• A 10% restocking fee applies for new sealed items and 20% for damaged packaging returns.

• Returns must be directed through our Customer Service Team. Obtain a Return Merchandise Authorization (RMA) number before returning items.

• Refunds are processed using the original payment method within 14 days of receipt.

• Freight fees are non-refundable.

Please contact us for any returns, warranty claims, or if your product was damaged during transit.