Shipping policy

DELIVERY POLICY

In addition to the terms found on our Delivery Information page, the following terms apply when ordering items for delivery from our website.

If the recipient is not present at the time of delivery, our delivery person will leave the item in what they deem to be a safe location, and if necessary, a calling card detailing when and where the item was left. If our delivery person deems that there is no safe place to leave the item, the item will be returned to our store to await further instructions. We will contact you if this occurs.

If our delivery person cannot safely access a property, they will either leave the item in a safe location as above or return the item to our store. We will contact you if this occurs.

It is the responsibility of the customer to check whether a location is open to deliveries (this includes facilities such as hospitals, rest homes, hospice, or aged care facilities). Please make sure you check whether a facility allows deliveries before you place your order with us. You will not be refunded any delivery charges if we are unable to deliver your order.

Any instance requiring redirection or redelivery will automatically incur a full additional delivery charge, payable by the customer. These charges must be paid in full before any redelivery attempt is made. For this reason, please ensure you provide us with a correct and complete delivery address during online checkout, this includes business or building names, unit, apartment, or floor numbers, and any additional instructions for the delivery person.

You can choose your delivery date at checkout. We guarantee that your order will be delivered between 9:00am and 6:00pm on your chosen delivery date. However, you may have noticed that there is no option to choose a delivery time. Whether or not we can commit to an exact delivery time is determined on a case-by-case basis and therefore this option is not available through our website. If you have a time-specific or particularly urgent order, please call our shop on 0800 700 987 so that we can organise this for you. If you write a delivery time in the 'Special Instructions' box at checkout without confirming with us first, by proceeding with your order you acknowledge that there is no guarantee that your request will be met.

If your order does not arrive, or arrives damaged or incomplete, please contact us immediately. We reserve the right to investigate the claim before offering any remedy. If The Lost Flower Shed or our delivery provider is found to be at fault, we will then offer either a full refund or replacement. All remedies will be offered in accordance with our Refunds, Returns, and Exchanges policy.