DO YOU OFFER RETURNS OR EXCHANGES?
There are no returns or exchanges on any My Eternal Flower Arrangements unless damaged or faulty. As all real roses are different in colour, size and shape, we cannot guarantee that every rose will look the same.
We can only change the shipping address if the order has not been fulfilled. If the order has been fulfilled we advise reaching out to the shipping carrier for an alternate solution.
WHAT IF MY ORDER ARRIVES DAMAGED?
In the unlikely event, you receive a defective or damaged item, we will gladly replace it. Contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. We require our customers to make aware of defective or damaged items within 24 hours of receiving your arrangement. Please contact us via email (sales@myeternalflower.com.au) with attached images and our team will happily assist. We require goods to be sent back before a full refund. Approved refunds for defective or damaged goods will be issued as per the original payment method.
CAN I CANCEL MY ORDER?
All cancellations must be made within 2 hours of the time of purchase as all our arrangements are made to order. We do not accept cancellations 48 hours before the selected delivery date. We do not accept cancellations within the 3 week before Valentine's Day and on Valentine's Day, as we are creating your gorgeous arrangements as soon as we receive them to keep up with demand. Due to the nature of the arrangements, we cannot process any cancellations once the order is fulfilled. You can always contact us for any return question via email at sales@myeternalflower.com.au.
Order cancellations will incur a $50.00 AUD administrative fee. Please email sales@myeternalflower.com.au with your order number to request a cancellation.
RETURNS
You will be responsible for paying for your own shipping costs of returning your item/s. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on your location, the time it may take for an exchanged product to reach you may vary.