Returns & Refunds
Australian Consumer Law
(a) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
(b) These terms and conditions will apply only to the extent to which they do not infringe the Australian Consumer Law.
Flowers
As flowers are a natural product:
(a) we do not offer or provide returns or exchanges on these items if you change your mind after placing or receiving your order;
(b) there may be variations to the reference images used on this website for any flowers you may order. Images provided on our website are for illustrative purposes only. We will not accept the return or exchange of any flowers due to any variation between the flowers you receive and reference images on this website; and
(c) it is important to allow time for your flowers to settle after being transported as shipping can take a toll on our flowers. In this case, if you handle the flowers with care you may restore their condition. We cannot accept the return of any flowers damaged while in transit (to the maximum extent permitted by law). However, we will use reasonable efforts to assist you to contact the delivery service provider in this case.
(a) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
(b) These terms and conditions will apply only to the extent to which they do not infringe the Australian Consumer Law.
Flowers
As flowers are a natural product:
(a) we do not offer or provide returns or exchanges on these items if you change your mind after placing or receiving your order;
(b) there may be variations to the reference images used on this website for any flowers you may order. Images provided on our website are for illustrative purposes only. We will not accept the return or exchange of any flowers due to any variation between the flowers you receive and reference images on this website; and
(c) it is important to allow time for your flowers to settle after being transported as shipping can take a toll on our flowers. In this case, if you handle the flowers with care you may restore their condition. We cannot accept the return of any flowers damaged while in transit (to the maximum extent permitted by law). However, we will use reasonable efforts to assist you to contact the delivery service provider in this case.
Damaged goods
If you believe that the goods may be defective or damaged, please send an image to hello@alaskaswhitecastles.
How to return an item
(a) If we agree in writing to a return of goods, you must:
(i) post the goods to us in their original condition, in their original packaging and with all tags attached; and
(ii) email us your receipt or proof of purchase, along with the return postage tracking number. If goods are posted to us without a tracking number, we will not issue a refund or send an exchange until the returned goods arrive to us.
(b) You will be solely responsible for paying the shipping or postal costs for returning your goods unless the item is damaged, defective or incorrectly received.
(ii) email us your receipt or proof of purchase, along with the return postage tracking number. If goods are posted to us without a tracking number, we will not issue a refund or send an exchange until the returned goods arrive to us.
(b) You will be solely responsible for paying the shipping or postal costs for returning your goods unless the item is damaged, defective or incorrectly received.