Do you ship worldwide? - Yes, we do ship worldwide! All international orders (excluding NZ) are shipped with DHL express. Meaning you'll receive your order quickly!
How can I get a shipping quote - Although many of our ceramics are physically quite lightweight, most are considered "bulky" as they take up more cubic weight due to their size and transit sage package. This means shipping varies depending on the "cubic weight" of your box/parcel and its destination. To attain an accurate shipping quote, please put the items you wish to purchase in your cart and proceed to the check out. Once you have filled in your shipping information at the check out, the cost of shipping will appear.
Can I track my order? - Definitely! You should have received the tracking details in your order confirmation email. If not, send us a message at firstname.lastname@example.org and we can resend it as soon as possible.
My order hasn’t arrived or has arrived damaged. What can I do? - Please contact us and we can resolve this as soon as possible at email@example.com. If your items are damaged or broken, please keep the items and packaging/boxes until you hear back from us (we may require images).
When will my order be shipped? - We aim to fulfil your order and have it on it’s way as soon as possible. Generally within 1-2 business days. Please note, we are a small team and sometimes it may take a little longer to get your order out. If you need something urgently, please send us an email at firstname.lastname@example.org and we’ll see what we can do!
What is the Australian Standard shipping time? - Once shipped, your order is expected to arrive within 1-2 business days if you are local or in a metro area on the east coast. Regional areas and Western Australian addresses may take a little longer, on average 4-8 days. However, this is only an estimate and we cannot guarantee arrival times.
What is the Canadian & U.S Standard shipping time? - Once shipped, your order is expected to arrive within 4-7 business days to the United States. However, this is only an estimate and we cannot guarantee arrival times.
What about the rest of the world? - Currently we are sending all parcels through trusted and reliable courier companies that are quite quick shipping times. Generally for the rest of the world, you could receive your order within 7-10 business days. However, this is only an estimate and we cannot guarantee arrival times.
Can I send my order to a P.O. Box address? - Sorry, not at this time.
Do you offer same-day delivery? - Not at this stage, however, please email email@example.com if you need something urgently and we may be able to arrange a pick up from the warehouse if available.
Do you offer wholesale pricing or discounts? - At this time we are not accepting wholesale applications. However, We do offer a wholesale discount of 20% for orders of 50 + items for wedding and event industry professionals, florists and stylists. Please send us an email to: firstname.lastname@example.org to apply for this discount.
Can I return an Oh Flora Gift Card? - All gift card purchases are final. Electronic gift cards (e-gift card) and physical gift cards cannot be returned, exchanged or redeemed for cash, and cannot be replaced if lost or stolen.
How do I purchase a gift card online? - To purchase a gift card, visit our gift card page here.
Can I apply a discount code to my gift card purchase? - No, discount codes cannot be applied to gift card purchases.
Can gift cards be used in conjunction with a discount code? - Yes, gift cards are a form of payment.
Can a gift card be used to buy a gift card? - No, you cannot use a gift card to buy another gift card.
How do I check my electronic gift card balance? - For customers without accounts, please submit a request via contact form, so we can check the balance and send the information to you.
ORDER AND PAYMENTS
How do I place an order? - 1. Find a product you love, select colour, size or quantity. 2. Add it to your shopping cart. 3. Complete the Checkout process. After you placed an order, wait for a notification email. That's it! Very easy. :)
What methods of payment can I use to pay for my order? - We offer safe shopping and accept most major credit cards as well as debit cards and Paypal. You can also pay with your Oh Flora Store gift card that has been purchased through online only.
When will I receive my order? - Many of our items are in stock and will be shipped within two business days. If any item is out of stock or if we cannot fill your entire order, you will be notified shortly after your order has been received. Once shipped, your order will arrive within 5-7 business days to the United States, or 2-3 days if you are local. However, this is only an estimate and we cannot guarantee arrival times.
How long before my order is shipped? - Orders are processed within 1-2 business days, and once shipped, you'll be sent a shipment confirmation email.
My payment was declined. What happened? - Please ensure your billing address, security code and expiration dates are all correct. If you are having further problems, please contact your bank or use another form of payment.
Why aren't all of the products you carry available for purchase? - Because most of our Oh Flora Store products are traditionally handmade in Sri Lanka we receive predominantly small batches of each item and colour. This allows us to make sure that each product is produced at the highest quality possible and keep each piece special. If you are interested in one of our products we suggest going ahead and pre-ordering whenever the pre-orders become available. This will ensure that you are able to receive the product as soon as we have it on hand.
The item I want is out of stock. Will you be getting more? - We often sell out quickly and since most of our product is handmade it does take a little longer to produce and restock! You can contact us by email at email@example.com, but unfortunately we may not be able to give you any specific details beside low, medium, or high inventory on any given item.
RETURNS, EXCHANGES AND REFUNDS
What is your return policy? - Oh Flora Store wants you to be 100% satisfied with your purchase, which is why we have a 30 day return policy provided that items purchased are returned in original condition and in its original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: Gift cards, downloadable software products (templates), some health and personal care items.
There are certain situations where only partial refunds are granted. Book with obvious signs of use, CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened, any item not in its original condition, is damaged or missing parts for reasons not due to our error, any item that is returned more than 30 days after delivery.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. To return your product, you should mail your product to: firstname.lastname@example.org, 4 William St, Leichhardt, Sydney, NSW 2040, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Can I return a gift I was given? - If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
What is your exchange policy? - We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: firstname.lastname@example.org, 4 William St, Leichhardt, Sydney, NSW 2040, Australia.
What is your refund (if applicable) policy? - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
What if my refund is late or missing (if applicable)? - If you haven’t received a refund yet, first cheque your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Can I receive a refund for sale items (if applicable)? - Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
TERMS AND PRIVACY
Why are images and content not displaying on your website? - You may have to clear your cache. If viewing issues persist, we may have some updates being made to the site. We apologise for any inconvenience.
How do I redeem a discount or gift code? - Simply place the items you wish to redeem into your cart and fill in your shipping details. Upon check out you’ll see a fillable box for discounts / gift card codes. Put your code or gift card reference in this box to redeem.
I placed an order can I change or cancel it? - All fulfilled orders cannot be cancelled or changed. If your order is yet to be fulfilled and shipped, you can cancel your order, please email firstname.lastname@example.org ASAP and if your order has been fulfilled, you’ll need to post your order back to us at your own expense, within 14 days of receiving your order. Items must be in new condition, undamaged or marked and gift box packaging in resellable condition. If your items have been used, no refund will be issued and a postage and handling fee will apply for their return to you. If you’d like to change your order, please email us ASAP at email@example.com and if your order is yet to be fulfilled, we will cancel your order and refund you so that you can place another.
What are your hours? - We do not have a physical retail shop, however if you have any questions or concerns you can reach us by email at firstname.lastname@example.org and we will be happy to help!
When will you be offering workshops? - We have currently paused workshops for Covid-19. We look forward to resuming our workshop program once we can ensure the safety of attendees and our team. Please subscribe to our newsletter to be notified when workshops are resumed.