Please read the following information before placing an order with FLEURI Flowers. We want you to feel confident about your purchase and understand our policies.

1. Returns, Refunds & Cancellations

Change of Mind Returns

We accept change of mind returns for eligible stocked items purchased online, provided that:

• You contact us within 24 hours of receiving your order.

• The returned items reach us within 14 days of delivery.

• Items are returned unused, undamaged and in their original condition and packaging.

Customers are responsible for the original delivery cost, including actual shipping costs for orders sent with free or discounted shipping, and return postage.

No restocking fee applies.

If you are nearby, you may return eligible items to our McKinnon pick-up location at no additional cost, by prior arrangement.

Once the returned items have been received and inspected, we will arrange a refund to the original payment method, excluding applicable delivery costs.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrect or significantly different from its description beyond the natural variations reasonably expected in dried and preserved flowers, please contact us as soon as possible.

We recommend contacting us within 24 hours of delivery, where possible, and providing your order number, a brief explanation and clear photographs of the flowers and packaging.

We will assess the issue and arrange an appropriate solution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a replacement, refund or other remedy.

Where a return is required for a confirmed fault, we will cover reasonable return postage costs where required by law.

Your rights under Australian Consumer Law are not affected by this policy.

Order Cancellations

If you wish to cancel or change an order, please contact us as soon as possible.

We will do our best to accommodate your request before your order has been prepared or dispatched.

Once an order has been dispatched, change of mind requests will be handled under our returns policy.

Custom or personalised orders may not be eligible for cancellation once preparation has commenced or the design has been finalised, subject to your rights under Australian Consumer Law.

Custom & Personalised Orders

Custom and personalised flowers are specially prepared for individual customers.

We are unable to accept change of mind returns for these orders.

Significant design changes or cancellations may not be possible after the design has been agreed and finalised.

This does not affect your rights if a product is faulty or otherwise fails to meet the consumer guarantees under Australian Consumer Law.

Advance Orders & Deposits

Advance orders for weddings, events and other special occasions may require a 50% deposit.

Where agreed at the time of ordering, the deposit is non-refundable for change of mind cancellations.

The remaining balance is generally invoiced 14 days before the scheduled dispatch date.

Once the final payment has been made, change of mind cancellations may not be eligible for a refund.

Any applicable deposit, payment and cancellation conditions will be confirmed when arranging your advance order.

These conditions do not affect any rights or remedies required under Australian Consumer Law.

Natural Variations & Flower Lifespan

Our dried and preserved flowers are natural products, so differences in colour, shape, size, texture and fullness are to be expected.

We make every effort to represent our flowers accurately, but individual stems and arrangements may differ from product photographs.

Dried and preserved flowers can often be enjoyed for months to years, depending on the flower variety, environment and care. However, there is no fixed lifespan or guaranteed period during which flowers will retain their original appearance.

Humidity, moisture, direct sunlight and heat may accelerate fading, drooping, discolouration or deterioration.

Natural variations and changes over time do not necessarily indicate a product fault. This does not affect your rights under Australian Consumer Law.

Delivery Delays & Missing Parcels

We prepare and dispatch orders according to our published preparation timeframes or an agreed dispatch date.

For Australia Post deliveries, we cannot guarantee an exact arrival date.

If your parcel is significantly delayed or appears to be missing, please contact us with your order number so we can assist with an enquiry.

Please refer to our Shipping & Delivery page for detailed information.

Refund Processing

Once we have received and inspected an eligible return, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund.

2. Terms & Conditions

About FLEURI

This website is operated by FLEURI Flowers. Throughout the website, the terms “we”, “us” and “our” refer to FLEURI Flowers.

By visiting our website or purchasing from us, you agree to these Terms & Conditions and our related policies.

Our online store is hosted by Shopify.

Products & Natural Materials

FLEURI specialises in dried and preserved flowers, bouquets, arrangements and related decorative products.

Our flowers are intended for indoor decorative use only.

Each flower is a natural product, so slight differences in colour, shape, size and texture are normal.

Product photographs are intended as a guide. Colours may appear differently depending on your screen settings and lighting conditions.

For handcrafted bouquets and arrangements, we may substitute flowers or foliage when necessary due to seasonal availability or quality, while aiming to maintain the overall style, colour balance and value of the design.

Some products may include added or reinforced stems to support their presentation and arrangement.

Flower Care & Sensitivities

Dried and preserved flowers do not require water.

To help maintain their condition, keep them indoors in a cool, dry place away from direct sunlight, moisture, high humidity and excessive heat.

Naturally dried flowers and preserved flowers are prepared using different processes. Preserved flowers may contain preservation treatments, dyes or other materials.

As with other botanical products, some people may be sensitive or allergic to particular plants or treatments.

Please avoid ingestion and unnecessary contact with sensitive skin, and keep flowers away from children and pets where appropriate.

If you have known allergies or sensitivities, please contact us before purchasing.

Pricing & Payment

All prices are displayed in Australian Dollars (AUD) and include GST where applicable.

Prices and product availability may change without prior notice.

We accept payment through the methods displayed at checkout, including eligible credit cards and other supported payment services.

Bank transfer may also be available by arrangement. Where bank transfer is selected, payment is generally required within 3 business days, otherwise the order may be cancelled.

Orders & Availability

Orders may be placed through our website or by contacting us directly.

All orders are subject to stock availability and payment confirmation.

Although we regularly update our online inventory, occasional stock discrepancies may occur.

If an ordered item becomes unavailable, we will contact you to discuss suitable alternatives or a refund.

We may decline or cancel an order where reasonably necessary, including where payment cannot be verified, stock is unavailable or an obvious listing error has occurred, subject to applicable law.

Advance Orders & Reservations

Advance orders for bouquets and arrangements may be accepted, subject to flower availability and preparation time.

We are currently unable to accept advance orders or reservations for individual stems and bunches, as their seasonal availability and quality may vary.

For weddings, events and other special occasions, advance orders may require an agreed deposit and payment schedule.

Custom & Semi Custom Designs

FLEURI may offer Semi Custom designs based on our existing collections, subject to availability and workload.

Options may include adjustments to size, colour or flower selection, combining existing designs, or bridal upgrades.

We are currently unable to offer a full custom design service.

Due to the nature of flowers, exact replication of reference photographs, colours or individual flower placement cannot be guaranteed.

Once a design has been agreed and finalised, significant changes may not be possible.

Shipping, Delivery & Pick-up

Preparation and dispatch timeframes vary depending on the product.

Most in-stock orders are dispatched on the next or second business day, while vase arrangements and some other items may require additional preparation time.

For Australia Post deliveries, customers may request a preferred dispatch date, rather than a guaranteed arrival date.

Postal transit times are outside our control, and exact arrival dates cannot be guaranteed.

Local courier delivery and local pick-up dates are arranged separately, subject to availability.

Please refer to our Shipping & Delivery page for destinations, restrictions, shipping fees and estimated timeframes.

Website Accuracy

We make every effort to keep product descriptions, prices, availability and other website information accurate.

Occasionally, errors or omissions may occur.

We may correct such information where necessary, subject to applicable consumer law.

Copyright & Intellectual Property

Unless otherwise indicated, the photographs, designs, written content, branding and other original materials on this website belong to FLEURI Flowers or are used with permission.

Unauthorised reproduction or commercial use is not permitted except as allowed by law.

If you would like permission to use our images or written content, please contact hello@fleuri.com.au.

Third-Party Services & Links

Our website may include third-party payment providers, delivery services, applications and links to external websites.

These providers may operate under their own terms and privacy policies.

We are not responsible for the content or practices of independent third-party websites, except where required by law.

Website Use

You agree not to use our website or services for unlawful purposes, interfere with website security, introduce harmful software or infringe the rights of others.

We may restrict access to our services where reasonably necessary to prevent misuse or unlawful activity.

Customer Feedback & Submissions

We welcome customer feedback, enquiries and suggestions.

If you provide photographs, reviews or other materials, we will respect any applicable intellectual property and privacy rights.

We may seek your permission before using customer-submitted materials for promotional purposes.

Limitation of Liability

To the extent permitted by law, FLEURI is not responsible for losses arising from circumstances beyond our reasonable control.

Nothing in these Terms excludes, restricts or modifies any consumer guarantees, rights or remedies that cannot lawfully be excluded under Australian law.

Governing Law

These Terms & Conditions are governed by the applicable laws of Australia, including the laws of Victoria.

Changes to These Terms

We may update these Terms & Conditions to reflect changes in our products, services, business practices or legal requirements.

The current version will be published on our website.

3. FLEURI Flower Basket – Terms & Conditions

About the FLEURI Flower Basket

The FLEURI Flower Basket is an interactive visual selection tool designed to help customers explore and combine individual dried and preserved flower stems and bunches before purchasing.

The Flower Basket is not a bouquet-making or flower-arranging service.

Your selected products will be supplied as individual stems, bunches or sets according to their product descriptions, rather than as a professionally arranged bouquet.

If you are looking for a finished bouquet or vase arrangement, please explore our ready-made collections.

Flower Images & AI-Assisted Visualisation

The Flower Basket uses digital images, some of which have been processed or enhanced using AI-assisted technology.

While we aim to represent our flowers accurately, these images are intended as a visual guide only.

Differences may occur in flower colour, shape, texture, size, proportions, stem length, thickness, angle and positioning.

AI-assisted image processing may occasionally produce visual inaccuracies or details that differ from the actual flowers.

The images shown in the Flower Basket may also differ from the latest product photographs.

Please refer to the individual product information for further details.

Digital Preview vs Actual Flowers

The Flower Basket provides a two-dimensional digital preview to help you explore flower combinations.

The preview is not an exact representation of a finished three-dimensional arrangement.

Real flowers have depth, volume and different stem structures. Their positioning, spacing, overlap and overall appearance will depend on how you arrange them.

The size and proportions shown on screen may not accurately represent their actual physical dimensions.

The Flower Basket does not guarantee that the selected flowers will create the same appearance when arranged in person.

Natural Flower Variations

Our dried and preserved flowers are natural products, and no two stems or bunches are exactly alike.

Variations in colour, shape, size, texture, fullness and stem structure are normal.

Flower appearance may vary between batches due to seasonal conditions, natural characteristics and preservation or drying processes.

The flowers you receive may therefore differ from the digital preview and product photographs.

These natural variations do not necessarily indicate a product fault.

Product Information & Quantities

The Flower Basket is designed to assist with flower selection and does not replace individual product descriptions.

Please review each product's details, including its name, colour, quantity, approximate dimensions, characteristics, price and availability.

Some products are sold as individual stems, while others are sold as bunches or sets.

Selecting one item in the Flower Basket does not necessarily mean purchasing one individual flower stem.

The quantity supplied depends on the product listing.

Please check product details carefully before purchasing.

Stock Availability & Flower Quality

Our flowers are seasonal natural products, and availability may change.

Although we aim to keep online inventory accurate, the Flower Basket does not guarantee that every displayed product will remain available for purchase.

Stock levels and flower quality may vary.

If an ordered product cannot be supplied, we will contact you to discuss suitable alternatives or a refund.

We are currently unable to accept advance reservations for individual stems and bunches due to variations in seasonal availability and quality.

Flower Selection & Checkout

The Flower Basket helps you select flowers and preview combinations before purchasing.

The Flower Basket and the FLEURI online shopping cart are separate parts of the shopping experience.

Please review your selected products, quantities and prices in the shopping cart before completing checkout.

Your order consists of the individual products listed in your shopping cart and order confirmation.

The Flower Basket preview is not a purchased product and does not guarantee a completed arrangement.

Technical Limitations

We aim to provide a smooth and reliable Flower Basket experience.

However, occasional technical issues may occur, including display errors, inaccurate positioning, loading problems or temporary interruptions.

Appearance and functionality may vary depending on your device, browser and screen size.

We may update, improve or temporarily suspend the Flower Basket when necessary.

If you notice an issue or need assistance, please contact us before purchasing.

Returns, Refunds & Consumer Rights

Purchases made through the Flower Basket are subject to FLEURI's general returns and refund conditions described at the beginning of this page.

Nothing in these Flower Basket Terms & Conditions excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Acknowledgement Before Using the Flower Basket

Before entering the Flower Basket, customers are asked to review and acknowledge these Terms & Conditions.

By ticking the acknowledgement checkbox and proceeding, you confirm that you understand:

• The Flower Basket is a visual selection tool, not a bouquet-making service.

• Digital previews are illustrative and may differ from the actual flowers.

• Natural variations in flowers are expected.

• Individual product descriptions and quantities should be checked before purchasing.

• Stock availability and flower quality may vary.

• Purchases are based on the products listed in the final shopping cart and order confirmation.

4. Privacy Policy

Our Commitment to Privacy

FLEURI Flowers respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, share and protect personal information when you visit our website, place an order or contact us.

Information We Collect

When you visit our website or make a purchase, we may collect information such as:

• Your name, email address and phone number

• Billing and delivery addresses

• Order details and payment-related information

• Customer enquiries and communications

• Device information, IP address, browser details and website activity

• Cookie and analytics information

Payment details are processed through the payment providers available at checkout.

How We Use Your Information

We use personal information to:

• Process payments and fulfil orders

• Arrange delivery or local pick-up

• Send order confirmations and updates

• Respond to customer enquiries

• Assist with returns, refunds and customer service

• Help prevent fraudulent transactions

• Maintain and improve our website

• Provide marketing communications where permitted

Shopify & Service Providers

Our online store is hosted by Shopify.

We may share relevant information with service providers who help operate our business, including payment processors, delivery partners, website applications and customer support services.

We may also disclose information where required or permitted by law.

For more information about Shopify's privacy practices, please visit:

https://www.shopify.com/legal/privacy

Cookies & Website Analytics

Our website uses cookies and similar technologies to support essential website functions, remember preferences, understand website activity and improve the shopping experience.

Depending on the services enabled on our website, cookies may also be used for advertising and marketing purposes.

You can manage certain cookies through your browser settings and any cookie preference controls available on our website.

Disabling some cookies may affect website functionality.

Marketing Communications

Where permitted, we may send information about new products, promotions or other FLEURI updates.

You may unsubscribe from marketing emails using the unsubscribe link provided in those messages.

Behavioural Advertising

We may use advertising and analytics services to understand website activity and display relevant advertisements.

These services may use cookies or similar technologies, subject to applicable privacy requirements and your available choices.

You may be able to manage advertising preferences through the relevant advertising platforms or your browser settings.

Information Security

We take reasonable steps to protect personal information and use established service providers to support secure online transactions.

However, no method of online transmission or electronic storage can be guaranteed to be completely secure.

Information Retention

We retain personal information for as long as reasonably necessary for order fulfilment, customer service, record keeping, legal obligations and other legitimate business purposes.

Where applicable, you may request access to or correction of your personal information, or ask us about deletion options.

Some information may need to be retained to meet legal or business record-keeping requirements.

Your Privacy Choices

You may contact us to:

• Request access to personal information we hold about you

• Ask us to correct inaccurate information

• Enquire about deletion of personal information

• Ask questions about our privacy practices

• Raise a privacy concern or complaint

We will consider requests in accordance with applicable law.

Changes to This Privacy Policy

We may update this Privacy Policy when our services, website technologies, business practices or legal requirements change.

The current version will be available on our website.

5. Contact Us

For questions about returns, orders, the Flower Basket, our Terms & Conditions or privacy practices, please contact:

FLEURI Flowers
McKinnon, Victoria, Australia
Email: hello@fleuri.com.au
Phone: (03) 8689 9999

We will be happy to assist with your enquiry.