Refund policy

Returns and refunds

Our flowers don't wilt, and neither do we when something goes wrong. Here's the short version:

  • Changed your mind? Send it back within 14 days of delivery, unused and in its original packaging.
  • Arrived damaged or faulty? Tell us within 7 days and we'll sort it, on us.
  • Sale items can't be returned unless faulty.
  • Your rights under the Consumer Guarantees Act always apply.

Changed your mind

It happens. If your flowers aren't quite right for your space, you can return them within 14 days of delivery for a refund.

To qualify, they need to be:

  • unused, unstyled and not cut or bent
  • in their original box and wrapping
  • sent back with your order number

Return shipping is on you for change-of-mind returns, and we can't refund the original shipping cost. We recommend a tracked courier, because we can't refund a parcel we never receive.

Custom orders and gift cards can't be returned for change of mind.

Damaged or faulty

We pack every order carefully in our NZ studio, but couriers can be rough. If your order arrives damaged, or something's not right with it, email us within 7 days of delivery with:

  • your order number
  • a photo of the problem
  • a photo of the box it arrived in

We'll replace it, repair it or refund you, and we'll cover the return shipping. If you notice a fault later than 7 days, still get in touch. Your rights under the Consumer Guarantees Act don't run out after a week.

Sale items

Sale items can't be returned unless faulty, so choose carefully. If a sale item arrives damaged or faulty, the steps above apply.

How to return something

  1. Email us at tracey@shoptussie.com with your order number and what's going on.
  2. We'll reply within 2 working days with the return address and next steps.
  3. Pack it back in its original box and send it to us.

Please don't send anything back before you hear from us.

Refunds

Once your return arrives and we've checked it, we'll refund you to your original payment method within 5 working days. Depending on your bank, it can take a few more days to show up. If you'd rather have store credit, just say.

Your rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Questions

Email tracey@shoptussie.com. A real person will get back to you, usually within 2 working days.