Doll and soft toy orders are shipped primarily via Australia Post using the Parcel Post or Express Post service. There is a flat rate of $10.95 for standard postage (3-5 business days) and $16.50 for express shipping (1-3 business days standard shipping) for all dolls and soft toys. Please note that shipping will not be added to your order until the final stages of checkout. For toys including hobby horses and rocking horses please contact us for an estimate of the freight cost.

INTERNATIONAL SHIPPING



All international orders will be shipped via Australia Post with a flat rate shipping fee of $40 AU. Please allow 10-15 business days to receive your order. Please note International customers are responsible for their own duties and taxes. We take no responsibility for costs once the goods have been shipped.

If you change your mind or you are unhappy with your purchase, we offer store credits provided that the item(s) are returned to us within 14 days of purchase and is in original condition ( unmarked with original tags still attached). Please include your invoice/returns form that is included in your order.

Store credits are valid for 6 months from the date we received your return. You can use this store credit to purchase any other item(s). If an item is returned to us without any email correspondence via email or returns form, the item will be returned to the buyer. Any items that are marked as SALE or purchased during a FLASH SALE are final and cannot be exchanged or returned for a store credit.

1. If you have received an incorrect item or an item that has a manufacturing fault, please contact us at florenceandmaryonline@gmail.com so we can resolve this immediately for you. Photos will be required to initiate a claim.

          ******No returns will be actioned via Instagram or Facebook*****

 

 

If the item you purchase has a major manufacturing fault and deemed unusable, you are entitled to the following:

You must contact us at florenceandmaryonline@gmail.com as soon as you notice the fault & provide photographic evidence before we can proceed with the return.

Florence and Mary cannot accept responsibility for items that are lost or damaged when being sent out or returned to us. We are happy to assist with any questions, but please direct all enquiries to Australia Post. If this situation arises, the customer can only be reimbursed if Florence and Mary are approved a credit by Australia Post for the lost/damaged item. We highly recommend customers keep a copy of their tracking number when returning items to Florence and Mary. If we are unable to secure a return/receive a damaged item, we are not required to compensate the customer. Australia Post Service offers delivery with safe drop or will be sent to the post office at the driver’s discretion. This means if you are not home at the time of the delivery, your order will be left in a safe place, so it is ready and waiting for you. Australia Post will also take a photo of where your order was left. If you have specific instructions on where you need your post delivered, please contact Australia Post with your tracking number and give them this information. Any instruction left in the notes section on a Florence and Mary order cannot be passed onto Australia Post as we are separate businesses.

 

Only one discount/credit code can be used per order. If you forget to use the code in your order we are unable to refund/credit the difference to amend this. If you have an existing code during a sale period, unfortunately only the current code can be used.

 

Returned items will be issued a store credit, unless you have requested an exchange or have been approved for a refund due to a faulty product. Your store credit is valid for six months from the date of issue and can only be used in one transaction. A store credit does not cover shipping costs and cannot be used to purchase gift cards.