Refund policy

Returns, Refunds & Exchanges Policy

Stitch & Bloom

At Stitch & Bloom, many items are handmade, made to order, or created using natural materials. This policy is designed to be fair, transparent, and compliant with Australian Consumer Law.

Returns (Non-Custom Items Only)

Returns are accepted on eligible, non-custom items within 30 days of receiving your order.

To be eligible for a return, the item must be:

  • Unused and unworn

  • In its original condition and packaging

  • Accompanied by proof of purchase

To request a return, please contact kate.hynes375@gmail.com before sending any items back. Returns must be approved prior to return. Items returned without approval will not be accepted.

Return postage costs are the responsibility of the customer unless the item is deemed faulty under ACL.

Non-Refundable Deposits & Custom Orders

Please note the following:

  • All deposits are non-refundable

  • Deposits secure a booking and time allocation, not a finished product

  • Custom and personalised items are not eligible for change of mind returns, including:

    • Personalised embroidery

    • Made-to-order garments or accessories

    • Flower preservation bookings and finished pieces

Once work has commenced, orders cannot be cancelled. This does not affect your rights under Australian Consumer Law if an item is faulty.

Flower Preservation & Natural Variation 

Flower preservation is a natural process, and outcomes will vary. By placing an order, you acknowledge and accept that:

  • Colour changes, texture variation, and tonal shifts are expected

  • Flowers may dry differently from how they appeared on the event day

  • Exact colour retention cannot be guaranteed

  • Finished pieces will vary from gallery images

These natural variations are not considered faults under Australian Consumer Law.

All flower preservation designs are shared with the customer for approval before being permanently set in the frame, allowing layout changes or the removal of specific blooms at that stage.

Delivery of Fresh Flowers (Customer Responsibility)

To achieve the best possible preservation outcome:

  • Fresh flowers must be delivered within 1–3 days of the event

  • Local drop-off in Meadows is strongly recommended and preferred

  • If posting fresh flowers, Express Post is essential

  • Packing and postage instructions will be provided once your booking is confirmed

All postage or courier arrangements for fresh flowers are organised and paid for by the customer.

Stitch & Bloom is not responsible for damage, delays, or deterioration caused during transit, including bruising, breakage, or delays once flowers have been handed to a postal or courier service.

Collection, Delivery & Postage of Finished Frames

Due to the fragile and sentimental nature of preserved flower frames. Local collection from Meadows is strongly recommended. Local delivery is available within 20km of Meadows for $15. If postage is required, a quote can be provided through Australia Post, or customers may arrange their own courier

Once a finished piece has been collected by or dispatched with a courier or postal service, risk passes to the customer. Stitch & Bloom is not responsible for damage occurring during transit.

Appropriate packaging will always be used, but shipping delicate, one-of-a-kind artwork carries inherent risk.

Damages & Faults 

Please inspect your order upon delivery or collection.

If your item is:

  • Faulty

  • Incorrect

  • Significantly damaged due to a manufacturing issue

Please contact kate.hynes375@gmail.com within 48 hours, including photos where possible, so the issue can be addressed.

This does not apply to:

  • Natural variation

  • Changes due to drying or ageing

  • Damage caused during postage arranged by the customer

Exchanges

Exchanges are not available for custom or personalised items. For eligible non-custom items, the quickest way to receive an alternative is to return the original item (once approved) and place a new order. 

Sale Items & Gift Cards

Sale items and gift cards are non-returnable and non-refundable, except where required under Australian Consumer Law.

Final note

If you’re ever unsure whether an item is eligible for return or refund, please reach out before purchasing, I’m always happy to help clarify.