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Refund policy

 

FLOWERS

As each flower is unique, so too, are your special requirements and concerns surrounding your order.

Quality & Flower Maintenance

Helena Rose takes great pride in the quality of our products and services. We are in the business of helping people to feel good and/or celebrate through our flowers, and it is at the heart of everything we do. Each week we purchase the majority of our flowers and foliage directly from local suppliers, to ensure the best quality, fresh flowers are hand selected every week.

We are, however, selling a natural product that is fragile and perishable, ie. they have a limited life span, and we are unable to give an exact number of days they will remain fresh. Flowers will react to their immediate indoor environment and external weather conditions, and unfortunately once our product is dispatched, a number of changes in their surrounding condition may result in their longevity being reduced which is out of our control.

To assist, Helena Rose includes Flower Food and care instructions when items are picked up. These instructions if followed thoroughly will help maximise the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for Helena Rose to guarantee the flower quality and longevity in every case.

 

Two Day Return Policy

Should your flowers perish within 1 – 2 days of the purchase date and we are satisfied that all care instructions provided have been followed, Helena Rose will be happy to offer a replacement at our expense, on a day/time you request. To assist us in assessing the product quality, Helena Rose reserves the right to request photos or images of the original flowers (sent by text or email) within three days of the original purchase date. This is a standard request that all florists will ask for in the event of customer complaints. Helen Rose also requires that any dissatisfaction with the freshness of the flowers be communicated with us within 3 days via email info@helenarose.com.au or calling us on 0450 514 142.

IMPORTANT: To assist us in quality control, it is our policy to collect the original flowers so that we can show our growers/suppliers what has happened. As we are sure you can understand, we cannot arrange to replace fresh flowers if the original flowers have already been disposed of, or images within three days of delivery are unavailable.

 

Change of mind policy

Since all our work is made to order or custom designed, Helena Rose recommends that customers choose wisely to avoid disappointment as we do not offer a return/exchange for change of mind.

However depending on circumstances Helena Rose is happy to try and accommodate a change of mind or refund if possible. We are unable to accept change of mind requests once a product has been purchased for, created or left the store. 

It is suggested to contact us as soon as possible, should you want to change or cancel an order via email info@helenarose.com.au or calling us on 0450 514 142.

 

Product Disclaimer

Attention to Detail - What You Have Ordered 

Due to seasonal availability with certain flowers, arrangements pictured on our website may vary slightly in design, colours or appearance to the actual arrangement you receive. If a particular flower, product or container is unavailable, we will communicate this prior and an item of similar quality and value will be substituted.

 

Product Substitution

We endeavor to ensure all arrangements delivered are identical to the images advertised on our website, however flowers, plants, wrapping and containers are seasonal and can be subject to availability on the day of order.

Helena Rose will do their best to substitute the product that is unavailable at the time to compliment the image on the website. This policy applies so that we can ensure that the recipient receives the best possible blooms on the day of ordering/ pickup. We reserve the right to substitute goods of equal or greater value.

 

. . .

 

HEADWEAR

RETURNS AND EXCHANGES

Since all our pieces are made to order or custom designed, Helena Rose recommends that customers choose wisely to avoid disappointment as we do not offer a return/exchange for change of mind. A studio visit can be arranged if you would like to try, see and touch our products before making a purchase. 

To book appointments contact us via email at info@helenarose.com.au.

 

Australian Customers

Clients can make an appointment to visit Helena Rose at our studio where our products can be viewed before making a purchase.

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are perceived as faulty or damaged. Helena Rose would request that the item be returned to Helena Rose (at the customers own cost).

Returns/exchanges or credit notes for faulty/damaged items are accepted within 10 days from when the item has been received.

Alternatively items can be returned in person to our Fortitude Valley Studio. 707 Ann St, Fortitude Valley QLD 4006, Australia. (By appointment only)

  1. Notify us at info@helenarose.com.au within 3-days of receiving your item(s) stating if you would like to return the item in person or via post and if you would like a refund, exchange or credit note.
  2. We will organise an appointment with you to visit our studio or provide you with a return address.
  3. Return your unworn faulty/damaged item(s) to the address we provide you with. We must receive your returned goods within 10 days. Item(s) must be in original condition i.e.unworn with no marks or makeup on them and in their original packaging, including any tags. If we feel the item has been used or worn Helena Rose has the right to refuse issuing a refund/exchange or credit note.
  4. Once the item/s have been received and reviewed, to ensure they are unworn & in original condition with original tags & packaging, you will receive either your new item(s) (for exchange), a refund for the cost of the purchase (excluding shipping costs) or an online credit note (This will be emailed through to your email) Refunds will be issued directly to the credit card/ account used for the purchase. Email notification will be sent once the return has been processed.

Things to consider:

  1. No refunds will be given if you have simply changed your mind.
  2. The credit note/refund will be the value of the returned item(s) excluding shipping costs.
  3. The credit note will be valid for 60 days.
  4. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  

 

International Customers 

Since all our piece are made to order or custom designed, Helena Rose recommends that customers choose wisely to avoid disappointment as we do not offer a return/exchange for change of mind.

Helena Rose is happy to offer customers a refund/exchange or a credit note for pieces that are perceived as faulty or damaged. Helena Rose would request that the item be returned to Helena Rose (at the customers own cost).

Returns/exchanges or credit notes for faulty/damaged items are accepted within 14 days from when the item has been received.

  1. Notify us at info@helenarose.com.auwithin 3-days of receiving your item(s) and let us know if you would like a refund, exchange or credit note.
  2. We will provide you with a return address.
  3. Return your unworn Faulty/damaged item(s) to the address we provide you with. We must receive your returned goods within 14 days. Item(s) must be in original condition i.e.unworn with no marks or makeup on them and in their original packaging, including any tags. If we feel the item has been used or worn Helena Rose has the right to refuse issuing a refund/exchange or credit note.
  4. Once the item/s have been received and reviewed, you will receive either your new item(s) (for exchange), a refund for the cost of the purchase (excluding shipping costs) or an online credit note (This will be emailed through to your email) Refunds will be issued directly to the credit card/ account used for the purchase. Email notification will be sent once the return has been processed.

Things to consider:

  1. No refunds will be given if you have simply changed your mind.
  2. The credit note/refund will be the value of the returned item(s) excluding shipping costs.
  3. The credit note will be valid for 60 days.
  4. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

 

Quality Control

We take great care when creating your headpiece. Refunds may be issued for faulty items once we have been informed via email info@helenarose.com.au within a reasonable timeframe. However, refunds may be refused if the fault is deemed to be the result of transit, rough handling or misuse (headpieces are delicate and should be treated with care).

Goods that are damaged in transit or on receipt are not the responsibility of Helena Rose and will therefore not be repaired, refunded, replaced nor exchanged. Please note that all items sent via post are photographed and documented before sending to ensure that items leave our studio in perfect condition. If in doubt, we encourage you to make an appointment to visit us at our studio.

 

Refunds (if applicable) 

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. 

 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check 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 info@helenarose.com.au. 

 

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

 

Exchanges (if applicable) 

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 info@helenarose.com.au and send your item to: Helena Rose - Shop 5, 374 Brunswick st, Fortitude Valley. (inside California Lane) 

Gifts 

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 mailed 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. 

   

Shipping 

To return your product, you should mail your product to: Helena Rose - Shop 6, 22 Bainbridge st, Ormiston Qld 4160.

You will be responsible for paying for the shipping costs involved when returning an item. Shipping costs are non-refundable. If you receive a refund, it will be the value of the returned item(s) excluding shipping costs.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.