CARE IN YOUR HANDS AND TRANSIT
Dried & Preserved florals are fragile, and it is normal for them to shed over time and during transit. We recommend using a hair dryer on light to remove any dust off the piece and hair spraying your product one to two times a year. Please keep your dried florals out of constant direct sunlight and high humidity areas as this can cause shedding and sweating. If your florals arrive shredded/broken - please send us a photo within 24 hours so we can investigate this and come to a resolution. We will not replace the product if we deem you at fault.
PERSONAL REQUESTED ORDERS
When you purchase an item from us that is pre-ordered without having an item currently in place to show what this will look like after being created you will allow for slight changes from the images regarding some color changes, flower changes if needed. While on the occasion an item is out of stock therefore your arrangement might slightly differ however, we will replace that item with a similar color/product and ensure your arrangement is to your liking. Please keep this in mind when asking us to create a product that is a piece you may like that we do not stock (e.g. a replicated item), you accept that it may not look exactly the same as pictured. We do not edit our images and the photos you see are what you get. The products colours and description, being on a camera cannot always show the exact finishing product, please keep this in mind that your product may look different in different lighting. We do not offer refunds or exchanges for change of mind so choose very carefully when checking out your product. We also advise on our photos of the fact that each state has different rules and regulations for plants so please keep in mind your state may not allow a certain plant and this will be changed to another one that will suit your product that will be allowed.
POSTAGE-REFUNDS-SHIPPING-RETURNS
STANDARD SHIPPING - Postage or delivery is up to 14 business days. (This is not including 2-3 business day turnaround time for your item to be ready). This means that you must add your turn around time of 2-3 days onto your (up to) 14-day business day delivery timeframe. Example: 3 Days Processing + 14 Day Delivery = 17 Days. Your product most the time will always arrive much earlier than this.
REGULAR SHIPPING - We no longer offer shipping.
EXPRESS SHIPPING - We no longer offer shipping.
LOCAL DELIVERY - We unfortunately no longer offer local delivery due to being such a small business and having minimal time between jobs. We only offer pick up or shipping.
PICK UP - I offer this option for an easier/cheaper alternative therefore someone is not always at the studio - if this is the case and there are other deliveries being admitted to at the same time, we will advise you on details regarding the pickup of your product. We have security at our premises in place to cover any theft that occurs while we are not on site. Please choose a pickup time at checkout.
TRACKING/ISSUES DURING TRANSIT - You will receive a tracking number to the mobile or email you signed up with from the courier company used, once your item has been posted with our courier if you do not receive this tracking number in 1-2 business days, please let us know ASAP via email. You can then enter in your mobile number and/or email to the access point and it will directly give you shipping updates. Please do not contact us before these time frames asking for updates on your purchases. Please do not contact us about tracking/delivery time frames or late deliveries, once your parcel has left our home studio, this is out of our hands, and we will not be able to assist once it is in the hands of the postal company. You will need to monitor the tracking number yourself and lodge a missing parcel/late parcel request with the Courier if you do not receive it on time. We will also lodge one on our business end if the product appears to be lost or late, you will not receive a refund from us until this has been investigated with the postal system and they have approved the item is missing or they have compensated us directly. We do not accept negative feedback in regard to courier issues that are out of our hands and if we do receive such thing, you will be blocked from our socials. Once the parcel has left our premises, we have no control on how it is handled, and in what timeframe it is to be delivered, we can only deliver information on what we receive from the courier on delivering for starting the transit. We do not have a direct contact for the Courier companies and cannot follow up your order once it has left our premises (we have to go through the exact same area of contact method that you do as a personal customer), we do not have any privilege's. If your parcel has not arrived within the suggested time frame of the tracking, you can lodge a "missing parcel enquiry" with the delivery company and they will follow up for you, you may contact us to let has know you have done so. This is completely out of our hands, and we cannot find missing or late parcels for you and as stated need to wait for this to be investigated before any refunds or replacements will be offered.
ADDITIONAL CARE DURING TRANSIT - Whilst the utmost care has been used to pack your items and the parcels marked fragile appropriately, dried flowers naturally shed or snap due to their delicacy during transit with the constant movement and the position of the boxes/product. You may also find when your product is received a piece has come out of the dry foam/chicken wire (inside your vase) (very rare) and we would require you to just put it back into the hole where it was before it fell out (the positioning would be as pictured when purchased). We use Australia Post shipping, and on the odd occasions for a larger parcel we may use another courier, our shipping is ALWAYS cheaper for you than us (this may not seem like it) BUT as we are a small business we still pay normal rates which means we don't get any discounts via the courier companies, we hope this will change as we get busier with time, if you don't believe this then feel free to ask for measurements of your box that the product will be sent in and put it into the postal company website yourself. Unfortunately, because some of our dried floral products are tall/wide the postal companies charge a high price throughout Australia from NQ.
IF YOUR ITEM ARRIVES DAMAGED - We are not responsible and will not pay for, or refund for any loss, damages, parcels delivered outside of suggested timeframes by the Courier or expenses incurred during transit with the courier service. However, if your parcel does arrive damaged, please contact us via email IMMEDIATELY with an image of the damaged box with the address label visible & the damaged item & we will put forward a claim on your behalf to the Courier Company if you’re unsure how to do so however we need all proof beforehand. THE DRIED GARDEN insists that this does not guarantee their outcome will be to refund. We will not refund if they reject your damage claim.
We will do our best to assist you if something is wrong with your product but need you to be polite and assist us as-well. Please remember we are a very small business, and this business is my dream - not my job therefore, all the money put into THE DRIED GARDEN comes out of my pocket. Please remember this when dealing with THE DRIED GARDEN, remember to be kind and know there is also another human on the other side. I will do my best to assist you. X
