Policies & Terms
IMPORTANT TERMS & CONDITIONS
KEEP IN MIND
As outlined in each product listing online we will always endeavour to follow your preferred colour and flower preference, though flowers & colours used depends on flowers we have in store and season/availability, we do not guarantee any flower combinations. Possible slight variations may be required in the final look as each bouquet is unique.
Just like any perishable item such as fruit & vegetables, baked goods and plants, your flowers are a product of nature. No two flowers will ever look the same and they will eventually die. Flowers should last within 3-10 days and this is completely depending on the variety. Any concerns need to be raised with Skeleton leaf within a 24 hour period from the date of receipt for delivery of the order. If more than 48 hours have passed since your receipt of delivery, unfortunately we can’t offer you a refund.
We also aim to direct you, the customer, to our flower care section, and if these tips and instructions are followed you should be able to enjoy your blooms for the longest possible time.
RETURNS & EXCHANGES
Skeleton Leaf is dedicated in providing quality flowers and excellence in design. However if you do happen to have any concerns about your order that has been filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact the florist directly.
In almost every case, we will gladly replace the arrangement. To request a replacement, the shop must be contacted within 24 hours of the delivery. Bear in mind that flowers are perishable. Proper care is required. No refunds or replacements will be made for any order should the recipient or sender not notify us within 1 day of the original delivery date. It is the responsibility of the sender to review all of the information provided on this website relating to refunds and/or replacements and flower care.
We are not required to provide exchange or refund based on change of mind circumstances. Refunds will be given if necessary, only after clear evidence is seen by one of our qualified and experienced Florists of a fault on our part, according to the conditions:
You must retain and provide us with your receipt
You must contact us within 24hrs of an issue arising
You must provide us with evidence of the fault or issue to assess
We may offer a replacement (as stated in the 'Refunds & Returns policy' issued by Fair Trading, Australia) of flowers to equal or lesser value up to the Florists' discretion, following the conditions:
The original purchase must be returned to store before a replacement is issued unless otherwise informed
Shipping costs are non-refundable. If applicable, you will be responsible for paying for your own shipping costs for returning your item, or will be required to pick them up.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If any customer claims an order was not delivered, we ask that we are given at least 24-48 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbours were available to accept the order. If the recipient isn't home we aim to leave the flowers in a shady, safe spot, but with gated properties flowers will be delivered back to the store, with delivery or redelivery as an option. Redelivery fee starts from $15. Please note that we make every effort to make the delivery on the scheduled date. Because we are working with perishable products, sometimes Mother Nature works against us, and a particular situation (leaving on a porch) may be out of our control.
Should any customer place an order through Skeleton Leaf and then need to cancel the order, the cancellation must be made prior to the delivery of the order. If the cancellation is received after the order is delivered, no refund can be issued. Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new information so that the order can then be properly delivered using correct information.
Skeleton Leaf is not responsible for any order where the recipient refuses to accept the item. We will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
For any refunds, these will be made in the same way in which the customer purchased. If paid on card ending in "123" refund will be made to that same card. If purchased over paypal the refund will be made in paypal.