Terms, Conditions & Privacy Policy

By placing an order through our website, you agree to the following terms and conditions:

1. Deposits and Payments

Pick-Up Orders: A 50% non-refundable deposit is required at the time of ordering. The remaining balance is due upon collection.
Delivery & Shipping Orders: 100% payment is required upfront for all deliveries and shipped orders.

2. Delivery and Transport Fees

Deliveries are available upon request and are subject to availability.
An additional transport fee applies for deliveries and is calculated based on the distance from our location. The rate is charged per kilometre.
The transport fee will be quoted at the time of order confirmation.

3. Shipping

We offer shipping for select products Australia-wide.
Shipping fees may vary depending on the package size, weight, and destination.
Any additional shipping charges will be communicated and invoiced prior to dispatch.

4. Refunds, Returns & Cancellations

No refunds will be provided for items damaged during delivery or shipping. While we take care in packaging, we are not liable for damage caused in transit.
If your order is not as expected, we can assist with minor changes or adjustments at our discretion.
No refunds or returns will be accepted for change of mind or dissatisfaction if the product matches the order.
Returns or corrections will only be accepted if there was a clear error on our end (e.g., wrong item, incorrect quantity, or major design issue).
In the case of an emergency, a full refund may be considered on a case-by-case basis. The decision will depend on factors such as whether production has begun or materials have already been used.

5. Cancellations

If an order is cancelled, 50% of the total amount will be retained to cover time, labor, and materials already allocated.
As our products are handmade and often customized, it is your responsibility to ensure you are committed to the purchase before placing an order.

6. Coupons & Promotions

Only one coupon code may be used per order.
Coupons cannot be combined with other discount codes or promotional offers in a single transaction.

7. Shipping Address Responsibility

Please ensure all shipping and delivery information is correct when placing your order.
If the order is shipped to the wrong address due to incorrect information provided by the customer, we are not liable for any loss or delay. We will do our best to assist in recovery, but no guarantees can be made.
If we make an error with the address or delivery, we will notify you immediately and work to recover the item or offer an appropriate resolution or compensation.

8. Privacy & Data Use

At Eternal Velvet Floratelier, we value your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, and safeguard your data.

What We Collect
When placing an order or making an inquiry, we may collect the following personal information:
Your full name
Email address
Phone number
Billing and shipping addresses
Payment details (securely processed through third-party providers)

How We Use Your Information
We use your information for purposes including:

Processing and fulfilling your orders
Contacting you regarding your order, pickup/delivery, or any issues that may arise
Confirming payment, resolving bank-related issues, or verifying transactions for safety
Ensuring proper delivery through third-party courier services when needed

Third-Party Access
We do not share your personal information with any third parties except for trusted delivery services involved in fulfilling your order.
Your data is never sold, rented, or used for external marketing purposes.

Data Security
All data and deposits are handled with care and stored securely.
We use appropriate security measures to protect your personal and financial details from unauthorized access, loss, or misuse.

Customer Responsibility
It is your responsibility to provide accurate contact and delivery information.
Inaccurate information may result in failed deliveries or delays. We are not liable for errors resulting from incorrect information provided by the customer.

Consent
By placing an order or submitting your information on our website, you consent to the collection and use of your data as outlined in this Privacy Policy.

Need Help or Have Questions?

If you have any questions about our terms, delivery, or your order, please contact us at kassi@eternalvelvetfloratelier.com.au — we’re here to help.