Authority to Leave (ATL)

Where Authority to Leave is selected by the customer, or a parcel is authorised to be left in accordance with the delivery option selected at checkout, the carrier may leave the parcel at the delivery address without a signature.

Where the carrier records delivery with photographic proof of delivery showing the parcel was delivered intact to a reasonably accessible location at the nominated address, delivery will generally be treated as completed.

Customers are responsible for ensuring that any authority-to-leave location is reasonably safe and suitable for unattended delivery, including considering pets, weather exposure, theft risk, access restrictions, gates, units, apartments and other site-specific risks.

Couriers Please and Aramex may not be suitable for gated properties, units or apartments where drivers cannot safely leave parcels unattended. Customers should ensure delivery instructions are clear and suitable for the delivery address.

If redelivery, rebooking or return-to-sender fees are charged by the carrier due to access issues, failed delivery attempts, incorrect delivery details or other customer-related delivery issues, these charges may be invoiced to the customer or deducted from any refund where applicable.

Dispatch & Delivery Timeframes

All dispatch and delivery timeframes provided on our website, at checkout, or by customer service are estimates only and are provided as a guide.

While we make every effort to dispatch orders within the stated timeframe, delays may occur due to operational requirements, peak periods, carrier delays, public holidays, weather events, address issues, access issues or circumstances outside our control.

Once an order has been collected by the carrier, delivery timeframes are outside our direct control. We will assist customers with carrier enquiries where appropriate, however delivery dates remain estimates unless expressly agreed in writing.

Nothing in this clause limits rights available under the Australian Consumer Law where goods are not supplied within an agreed or reasonable timeframe.

Event Dates

Customers are responsible for ensuring there is sufficient time between placing an order and the date of their event.

We strongly recommend ordering well in advance to allow for dispatch, transit, possible carrier delays, split deliveries and any unforeseen issues.

We are not liable for event losses, hire costs, replacement purchases or other consequential losses arising from late delivery where dispatch occurred within our stated timeframe and no guaranteed delivery date was expressly agreed in writing.

Delayed, Missing or Delivered Parcels

Parcels showing as delivered

If tracking shows your order has been delivered but you have not received it, please notify us within 5 business days of the recorded delivery date so that we can investigate with the carrier.

We may request information such as photographs, delivery location details, security footage, confirmation of delivery instructions, or confirmation from household members, neighbours, building managers or reception staff.

Parcels missing in transit

If your parcel has not arrived within the estimated delivery window, please notify us as soon as reasonably possible so that we can initiate an investigation with the carrier.

Carrier investigations may take time, particularly for bulky freight, multi-parcel shipments, regional deliveries or depot transfers.

Multi-Parcel Shipments

Large, bulky or mixed orders may be dispatched in multiple cartons. These cartons may travel separately and may arrive on different days depending on carrier handling and routing.

Tracking details will be provided where available. If only part of your order arrives, please check all tracking numbers before contacting us.

Return to Sender Parcels

This section applies where freight is returned to us by the carrier, including but not limited to:

• Incorrect, incomplete or inaccurate delivery details provided at checkout
• Failure to include sufficient delivery information, such as a required business name
• Failure to collect parcels from post offices, parcel lockers, newsagents or carrier depots within the required timeframe
• Claims of not receiving collection or delivery notifications
• Access issues, unsafe delivery locations or failed delivery attempts

Carriers may charge return-to-sender fees per parcel. Where these charges are caused by customer-provided delivery details, failed collection, access issues or other customer-related delivery issues, these costs may be passed on to the customer.

Re-dispatch will not occur until applicable return and re-shipping fees have been paid.

Returns & Restocking Fees

Approved returns may incur a restocking fee of up to 10% of the product value. This fee assists with administration costs, merchant facility charges, payment processing fees and warehouse handling costs associated with inspecting and returning items to stock.

Restocking fees are applied at our discretion, depending on the nature, timing and condition of the returned goods.

Restocking fees do not apply where a customer is entitled to a remedy under the Australian Consumer Law for a product failure, incorrect item, or other issue covered by consumer guarantees.

Colour & Batch Variation

Dye batches and production runs may vary slightly between shipments. Minor variations in colour, finish, stitching, sizing within industry tolerances, or packaging are not considered faults.

These variations may affect fabric, ribbon, floral, decorative and event styling items. Customers requiring exact colour matching should contact us before ordering, particularly for repeat orders or large event quantities.

Reporting Missing, Damaged or Incorrect Items

Customers should report missing, damaged or incorrect items as soon as reasonably possible, and preferably within 2 business days of receiving the parcel, so that we can promptly investigate with the carrier or warehouse team.

A delay in reporting may affect our ability to investigate or recover costs from a carrier, but does not remove any rights a customer may have under the Australian Consumer Law.

Photo Evidence & Claim Assessment

We may request clear photographs, packaging images, delivery photos or other reasonable information to assess a claim relating to damage, missing items, incorrect items or delivery disputes.

If requested information is not provided, this may delay our assessment or limit our ability to investigate the claim with the carrier.

Where items are damaged, customers should retain the goods and packaging until the claim has been assessed, as carriers may require inspection or collection.

Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantees, rights or remedies that cannot be excluded under the Australian Consumer Law.

Where a product or service fails to meet a consumer guarantee, customers may be entitled to a remedy depending on the circumstances.