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  • Shipping + Returns

    At Floralia Wellness, we aim to give you a great experience, no matter where you live.

    Delivery Information 

    Australian Domestic Shipping

    All domestic packages are sent via Australia Post Express. You will receive an email from Australia Post with your tracking number when it is dispatched. 

    International Shipping

    We no longer ship orders outside of Australia. If you are an International patient seeing a practitioner at Floralia you may need to discuss with your practitioner supplements and remedies that you can purchase in your country.

    Shipping Costs 

    Domestic shipping is charged at a flat rate based on size and weight and is calculated at check-out. International shipping is calculated at time of posting and you will receive an additional call to process shipping costs - costs are based on size, weight and destination. If you require a quote prior to shipping, please let us know and this can be arranged.

    Australia-Wide Orders - Australia Post Express
    • Flat fee of $15 for orders up to 5kg 
    Estimated Delivery Timeframes
    • 3-6 business days - Metro 
    • 4-8 business days - Regional
    • 8-16 business days - Remote    

    Once orders are placed, they are not able to be edited, added to or cancelled.

    Additional Shipping Information

    Please note that although we aim to dispatch all orders within 24 hours, we cannot be held responsible for courier delays and circumstances out of our control. 

    Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Floralia is not responsible for any delays caused by destination customs clearance processes.

    Floralia is under no obligation to ship any goods ordered until full payment for those goods has been received. In the event of the requested goods being unavailable, Floralia may cancel the transaction and affect a full refund.
    If you have a general delivery question, please email hello@floraliawellness.com.au

    Packaging Info and & Our Environmental Footprint

    We make an effort to ensure your order is delivered in good condition, whilst leaving the smallest environmental footprint possible. Our packaging is made of 

    • Paper Biodegradable “bubble wrap”
    • Cardboard boxes and satchels
    • Biodegradable packing peanuts
    • Re-usable ice-packs
    • The glass and plastic bottles used by suppliers are recyclable

    We are continually looking to further reduce our impact and footprint on the environment and to ensure our business and the world we live in is sustainable and enjoyable for future generations. This is not something we take lightly.

    Probiotic and Temperature Sensitive Goods 

    The probiotics we stock are tested to retain potency if exposed to up to 30+ degrees for up to 28 days. If your probiotics arrive warm, this has not changed the efficacy of the probiotic. 

    Our manufacturers ensure high-quality probiotics are selected and ensure stability for up to 28 days out of the fridge. Manufacturers ensure that at time of expiry of the product, it contains probiotic counts listed on the label taking into consider, taking into consideration non-refrigerated transit times.
     
    Manufacturers have advised the following in regards to temperature sensitive stock.
     
    "During testing, the Probiotics are exposed to temperatures of 37 degrees or more for over 4 days and there was only a slight loss of bacteria. To cater for this potential loss we overpack all of our products by 20-50% so that at the time of expiry (2 years) we can guarantee that what we say is on the label is actually in the product." 
     
    “Stability testing has shown that after 3 months, the survival rates of the probiotic strains are similar when they are stored at 25°c, as when refrigerated at 5°c. In addition to this, the significant overage is used in the product to ensure that the CFU count will meet the levels stated on the label at expiry. 
     
    "Many of the probiotic strains used in our refrigerated probiotics tolerate ambient temperatures quite effectively, showing little viable cell loss when kept for 24 months (2 years) at 23-25°C."
     
    "Results indicate, exposure to ambient (non-refrigerated) temperature for a period of at least 1 month would not impact the shelf life of the product."
     
    "Can be unrefrigerated for up to 4 months at 25°c without losing potency". Probiotics do not die off when stored at room temperature, however, refrigeration can maximise long-term viability”
     
    "Probiotics are viable for up to 28 days outside the fridge at ambient temperature and up to 14 days at 40 degrees Celsius."
     
    “SAMe 200mg and 400mg has undergone extensive testing and found both remain stable after 6 months of exposure to 30°C at 65% relative humidity".  

    Returns and Refunds

    Should a product arrive damaged or not meeting your expectations of appearance, please contact us via hello@floraliawellness.com.au with a picture of the item and your order details. We will get in touch with you as soon as possible. We may ask to you to return it for a full refund, providing it is unused and in original packaging. We must be notified of any damage or errors with regards to your delivery within 7 days of receipt by you.

    For all full priced items, you may return products to us for exchange or refund within 7 days of receipt of the products, provided that the products are unopened and unused. Once we have received the returned item/s, we will notify you via email of your entitlement. If you are eligible for a refund, this will be processed within 7 business days. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    If you are unhappy with your purchase for any other reason please do get in touch and we will discuss a resolution, whether a replacement, store credit or a refund.
    Due to the nature of some of our products, we cannot offer returns and exchanges on custom herbal formulas or compounded powders products.
    All our products are natural medicines, therefore some variances in colour, scent and texture may occur between batches. This is especially relevant to custom formulated herbal medicines.

    We recommend you keep your product out of direct sunlight. If it is exposed to temperature fluctuations, please note that some variances in texture may occur.

    How To Return An Item 

    To return an item, please email hello@floraliawellness.com.au or bring your item and receipt in store within 7 days of receipt of your purchase. If you are emailing us, please include:

    • Your order numbers 
    • Name/s of the item/s you wish to return
    • If the goods are damaged or faulty, include images of the product/s
    • You will be provided with a return shipping address for your order. 
    Returns Eligibility 

    We do not accept returns for items on sale, gift vouchers or custom/special orders.

    All items that are correctly returned in accordance with the details contained within this page will be credited to the purchaser’s credit card, or the form of payment that was used to purchase the item/s. The shipping costs incurred by the purchaser will not be refunded except when a product is faulty or delivered as a result of our error.

    Items MUST be returned in saleable condition: unopened with all packaging/hygiene seals intact.

    If for any reason you change your mind with your purchase, we do not offer returns or refunds.

    Please be aware that due to Australian regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition – that is opened, not in original packaging, used or with the seal broken.

    Reactions to Natural Medicines

    In the unlikely event of a reaction, Floralia cannot be held responsible for any reactions or irritation. We encourage you to read the full ingredient list. You can contact our customer service team before you purchase. Please see Policy on Adverse Reactions.

    A Refund or Replacement Will Not Be Provided If:
    • You have opened the product 
    • The products are sent back to us and are damaged during transit. You must adequately package any goods you are returning to us
    • There has been a reaction to the products, or they are not working as intended, this includes disliking the flavour, look or consistency of a product
    • There is a delay in delivery
    • There is an error made by the customer with respect to delivery information
    • Customers who choose to give authority to leave without a signature "leave the parcel if no one is home" and the parcel is not received/goes missing. To avoid this there is an option to choose "requires a signature" Note: this option is only available with Australia Post
    • Your order is lost in transit
    • No temperature-sensitive products can be returned even if the product arrives warm, or the products have been delayed and/or have been exposed to warm temperatures once delivered.