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Terms & Conditions

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            These Terms and Conditions govern the use of thevelvetvase.com and the purchase of any goods from it. Please note that by using this website, you agree to be bound by its terms, conditions, disclaimers and limitations of liability. You also acknowledge that you have read and understood these Terms and Conditions. The Velvet Vase reserves the right to amend or update this information at any time without providing notice.

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Prices and Payment

  • Prices may change without notice, but any new price will be clearly displayed on our product pages.

  • All prices are quoted in Australian dollars.

  • We accept payment by Visa and Mastercard.

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Ordering

  • For The Velvet Vase to process your order, we need some information from you, e.g. your name, contact details, billing address, delivery address and payment details.

  • For information on how we obtain, store and use your personal information, please see our Privacy Policy.

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Where We Deliver

  • We deliver Australia wild.

  • Unavailable for international shipping at the moment.

 

Warranties, Refunds and Cancellations

Refund Policy

  • Refunds are not available once your order has been processed. We can offer rescheduled delivery if needed.

  • We do not offer refunds for personal preference, e.g., changing your mind, etc. Please make selections carefully.

  • We will accept refunds or returns if the wrong product is delivered.

  • Minor variations, such as slight differences in design, substitutions such as a color similar to the one that is out of stock, or packaging, do not qualify for returns or refunds. And we will contact you beforehand if a substitute is needed.

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Returns

  • If your return is due to the wrong product being delivered, we’ll also refund your shipping and provide a prepaid return label.

  • We do not accept returns or exchanges after delivery. As our creations are designed to be long-lasting, we cannot ensure proper care once delivered.

  • Before sending anything back, please get in touch with our team at hello@thevelvetvase.com

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Order Cancellations

  • Cancellations must be confirmed by speaking with our team within 24 hours of ordering.

  • A $20 service charge will apply for cancellations.

  • No cancellations or refunds are available after 24 hours.

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Post-Delivery Responsibility

  • If you're located within Australia, you can typically expect to receive your package within 1-10 business days after it is shipped.

  • Once delivered, The Velvet Vase is not responsible for the condition of the flowers. Please ensure all order details are correct, as incorrect delivery addresses may incur an additional fee for re-delivery.

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Unclaimed Orders

  • If your parcel is returned due to an incorrect address, we’ll contact you (up to 3 times over 30 days) to resolve it.

  • If the issue remains unresolved after 30 days, the items will be returned to our shop, and no refund will be issued.

  • You have the option to have your order reshipped (with an additional postage fee) or refunded (excluding the original postage cost and an additional $20 for cancellations).

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Substitutions

       Due to availability, we may substitute items, but we guarantee equal or greater value to ensure the beauty of your arrangement.

 

Australian Consumer Law
       This policy does not limit your rights under the Australian Consumer Law, which guarantees that goods are of acceptable quality, fit for purpose, and match their description as listed on the website.

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If you need further assistance, please get in touch with our team at hello@thevelvetvase.com

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