Returns Policy
RETURNS POLICY FOR ONLINE ORDERS
We're all about making sure you love what you ordered, whether it's blooms for your wedding or forever-pieces for your home 🌸✨
We know choosing flowers and styling pieces online can feel like a bit of a risk. Will it suit your space, your palette, your wedding vision? Don't stress, we completely get it!
AUSTRALIAN ORDERS
That's why we happily accept returns for store credit on all full-priced items, provided your return arrives back to us within 30 days of your order being delivered (not the purchase date). This allows for pre-order timelines and any transit delays that might happen along the way.
To be eligible for a return, items must be:
- Unused
- Unmarked
- Undamaged
- In their original packaging, just as beautiful as when they arrived
Please note:
- The 30 day window is based on the date we physically receive your return, not the date you post it. We recommend sending your return with plenty of time to spare, as returns received outside this window can't be accepted.
- Limited edition or sample pieces and any modified or customised designs (including colour, sizing or styling changes) are not eligible for return.
- Products purchased during a sale, clearance, or any made-to-order pieces are final sale and cannot be returned or exchanged.
Return shipping costs are the responsibility of the customer. We recommend using tracked and insured postage, as Sonder + Stone Boutique is not responsible for parcels lost, stolen or damaged in transit.
Once your return has been received, checked and approved, we'll issue a store credit for the original item value. Store credits are valid for 6 months from the date of issue and will be sent via email within 2–3 business days of receiving your return.
To start a return, please contact us with your order details and reason for return, and we'll guide you from there.
INTERNATIONAL ORDERS
Due to the nature of international shipping, international orders are final sale. We're not able to accept returns or exchanges for change of mind.
So please get in touch before you order if you need any help making your choice! We're always happy to talk through colours, sizing or which style will suit your day best 🌸
If your international order arrives damaged, please contact us within 7 days of delivery with clear photos of the packaging and items so we can assess the issue.
Refunds or replacements for international orders are assessed on a case-by-case basis, and Peace of Mind Cover is the best way to protect your order.
PLEASE CHECK YOUR ORDER WHEN IT ARRIVES
We know a lot of you order months ahead of the wedding, and it's tempting to pop the box straight in the wardrobe until closer to the day. Please don't!
Unbox everything when it lands, have a good look over each piece, and hold onto the packaging until you're happy. If something isn't right we can only help while the claim window is still open, and we'd much rather sort it out now than a week before you walk down the aisle.
Once you've checked it all over, box it back up and store it somewhere out of direct sunlight, away from damp, and covered from dust.
FAULTY OR DAMAGED ITEMS
We take great care when designing, handcrafting and packing each piece. However, if something arrives faulty, please contact us within 7 days of delivery for both Australian and international orders.
Include clear photos and a short description of the issue so we can assist as quickly as possible.
Depending on the situation, we may offer a replacement, store credit, or refund at our discretion.
Please note that any claims raised outside of the above timeframe may not be accepted.
Nothing in this policy limits your rights under Australian Consumer Law.
ORDER CANCELLATIONS + CHANGES
Once an order has been placed, it cannot be cancelled.
If you need to request a change, please get in touch as soon as possible. While we'll always do our best to assist, changes may not be possible depending on the stage your order is at or the type of item purchased.
Any updates made after an order has been placed (and prior to dispatch) are at our discretion. Where a change is possible, additional fees may apply to cover processing, materials, or administration already incurred.
PEACE OF MIND COVER
We offer optional Peace of Mind Cover at checkout, available on both Australian and international orders, to protect against loss, damage, or courier delivery errors.
If added, we'll guarantee a refund or replacement should anything go wrong in transit.
Without Peace of Mind Cover, we'll still do our best to assist, however compensation for courier-related issues (including loss or damage) isn't guaranteed and is assessed on a case-by-case basis.
