COVID PLAN / PLAN FOR COVID
2020 has been a very uncertain year for all of us. Please keep the following in mind before you purchase with us or any e-commerce store:
Please note that delivery through Australia Post and other shipping couriers is subject to significant delays and timeframes are no longer guaranteed. The delivery of your package is at the discretion of the Australian and international postal service. Please see your local post office for delay information and discrepancies. Please also keep an eye on your tracking number, sent to you once your order is dispatched.
We are following Australia Post's guidance on Christmas delivery dispatch dates. Please view them here. As such, all orders will be dispatched by 6 November, so that our customers have the best chance of receiving their orders prior to Christmas. However, delivery is still at the mercy of the postal service and related couriers. Wish Emporium is not accountable for delivery timeframes and can not make any guarantees.
COVID Safe Package Handling Plan
Wish Emporium has a COVID Safe Package Handling Plan. Our plan includes wearing PPE equipment, gloves, a mask, and utilising sanitiser before/during packaging and dispatching each order. Please note our products are made overseas and abide by Australian import regulations.
Handmade & Made-To-Order Items
Due to the nature of products being handmade or made-to-order, individual nuances and minor imperfections may occur and orders may vary slightly. Each handmade item is unique. Colours may appear differently to what is shown on your screen.
How To Care For Your Preserved Flowers
Each Wish Emporium floral arrangement is put together by hand, literally, and made-to-order. This ensures you benefit from the maximum lifespan of our flowers.
We also ensure that all branding on our products can be removed, so they can be adored undistracted.
With proper care and consideration, our carefully selected preserved roses can last from 1 – 3 years*, and those encased in our acrylic boxes can last up to 10 years*.
*These are not guarantees, they are merely estimated time frames that are dependent on the handling, placement & condition of the environment the flowers are/or have been in since delivery.
- Avoid hot/humid environments and exposure to direct sunlight, as this can cause the colour to fade.
- Please do not water, or spray the flowers with any chemicals or perfumes. Water and chemicals will damage the flowers.
- If your floral arrangement collects dust after some time, please use a feather duster to lightly loosen and remove the dust.
- Avoid direct contact with fabrics or walls.
- Avoiding directly touching the preserved flowers, do not push or press them either, avoid touching them as much as possible, as moisture and body oils will diminish their lifespan.
- Avoid direct contact with oil paint, varnish, etc.
- Do not consume the flowers.
Please remember, to maintain the delicate beauty of these preserved roses, you must handle with care.
Care Instructions For Your Carousel & Snow Globe
Due to the function, size, weight and delicate parts included in your carousel or snow globe, please carefully follow these common sense care instructions:
- Place your items in a safe location away from reach of small children, as they are NOT a toy.
- These items are NOT toys, children must be supervised at all times.
- Take extra care when handling them, pick up the item carefully holding and supporting the base.
- Do not "over wind" the musical dial - one turn is enough to play its lullaby.
- To ensure longevity of your item, gently dust with a feather duster & gently wipe the globe with a dry soft cotton cloth.
Please remember, to maintain the quality of your items you must handle with care.
Purchasing with AfterPay
Please note that AfterPay is only available in Australia. AfterPay is a third party & have their own Terms & Conditions that Wish Emporium must abide by. If you would like to find out more please see AfterPay Terms & Conditions visit https://www.afterpay.com/en-AU/terms
Please note, we must abide by AfterPay merchant T&C's. Once your order has been placed via AfterPay, we receive an AfterPay Approval for your order. This usually takes 24-48 hours. Once we have received this, we can then proceed to pack & send your order.
If you chose Express Shipping or hand delivery, we await the approval from AfterPay, and we will then send your express order out within 1 Business Day.
Please refer to AfterPays T&Cs for further details regarding your approvals.
Wish Emporium abides by The Australian Competition and Consumer Act 2010 (Cth). Please view more here.
General & Perishable Goods
We do not refund or exchange for change of mind or failure to observe shipping information. However, in the event that the product is faulty, we are happy to provide you with an exchange, credit voucher or refund.
An email must be sent to email@example.com making us aware of any faults, within 48 hours of delivery. Confirmed delivery is made via registered post.
Please provide us with photo evidence of issues, packaging and a video, so that we may verify the fault. Wish Emporium reserves the right to inspect the alleged fault prior to issuing any remedy.
Please note, faulty items may need to be returned to Wish Emporium. In this case, Wish Emporium may, at their discretion, provide a means of return shipment.
Exchanges are subject to availability of stock.
Wish Emporium reserves the right to deny and refund either all/or part of your order at any time.
Wish Emporium includes postal insurance in all international transactions.
All items are individually checked for quality and free from faults when shipped from Wish Emporium. We take the utmost care and consideration when packaging your items, to protect them on their shipping journey. However, we are not responsible for items damaged by courier/postal companies or third parties. Please review the terms and conditions of respective third parties for their assurances.
To complete any exchanges or returns, we require a receipt as proof of purchase.
Any refund, partial or full will be at the discretion of Wish Emporium (if applicable).
Damages Caused During Shipping
Wish Emporium are not responsible for any damages that arise during the transit process. We do not refund or exchange for damages acquired during shipping or delivery delays. To protect the delivery of your items, we enforce packaging protocols for all dispatched orders.
However, all international parcels are sent with priority registered post and postal insurance. Therefore, in the event that your item has arrived damaged from transit, an email must be sent to firstname.lastname@example.org making us aware of any damages, strictly within 48 hours of delivery. Yes, we can confirm delivery timeframes made via the postal service tracking.
Please provide us with photo evidence of the outside of the packaging, and a video of the damage. So we may verify whether it is a fault or damage from transit. Wish Emporium reserves the right to inspect the alleged damage prior to pursuing any remedy with the postal service.
Wish Emporium acts as an intermediary between the Postal Insurance Company and You (the receiver). If these rules and timeframes are not expressly followed, you will not qualify for a postal insurance remedy, and may not receive a refund for your damaged item.
Specialised & Perishable Products
Specialised products are made-to-order.
ALL our Flower Products are perishable, also hand catered, and a made-to-order product as well.
In accordance with The Australian Competition and Consumer Act 2010 (Cth), our perishable goods cannot be returned.
Please choose carefully as we are not able to offer refund or exchange for change of mind or failure to observe shipping or dispatch information.
An email must be sent to email@example.com making us aware of the faults within 48 hours of delivery. Confirmed delivery is made via registered post with signature.
Once you have sent us photographic evidence of any fault, we will endeavour to respond to you within 2 business days.
Late or missing refunds (if applicable)
If you have been advised you will receive a refund and haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
In the event of a faulty item being a gift, the standard refund policy and procedure will apply to the item. However any gift packaging services, hand delivery services and any international postage costs may not be refundable.
In special circumstances and at the discretion of Wish Emporium a credit voucher may be supplied for services.
All refunds relating to gift items must be processed with and by the original purchaser of the gift.
All Goods are inspected and guaranteed free from faults prior to shipping. We quality check and record the condition of your item during our dispatch process. Wish Emporium accepts no responsibility for damage which may occur during shipping.
Wish Emporium cannot & does not guarantee shipping timeframes. They are at the discretion of the postal service that is used. Please note that COVID has caused major delays. Please review our COVID announcement above.
Please mail returns to: Wish Emporium PO Box 1102 Burleigh Town Queensland AU 4220
Exchanged products are subject to shipping. Shipping costs may not be refunded.
International Orders - If we are able to negotiate a cheaper shipping price for your package, prior to dispatch, WE will refund the difference to you through the same payment method used.
We request that international customers email Info@wishemporium.com.au as soon as possible so that practical arrangements can be made.
Duties and taxes
Wish Emporium does not take any responsibility for duties/taxes imposed by customs or foreign borders. The onus is on the recipient/customer to rectify and pay duties/taxes.
Order Packing & Dispatch Time Frames
International & Domestic orders are sent out according to the various shipping selections made at Check Out:
- Personally hand delivered orders are available on the Gold Coast or Brisbane, once the order is dispatched, delivery times can vary from 3-5 business days.
- Gift Packages and Standard Shipping Orders have a standard 3-7 business day turnaround, before packages will be dispatched. Unless it is a pre-order - please see pre-order details for specific timeframes.
- Please note purchases with AfterPay have additional dispatch time delays. See our AfterPay terms noted above.
After orders are released to shipping dispatch, standard, local hand delivery or express shipping times apply.
Wish Emporium always endeavour to get our packages sent out as a matter of urgency, whenever possible. However, during busy periods/special events or holidays, Wish Emporium does get inundated with orders and delays may arise.
If delivery is needed urgently, please notify us immediately after purchasing email email@example.com and include your order number so that we may prioritise dispatch.
We use Sendle, Couriers Please, local delivery agents & Australia Post as our main shipping suppliers.
If you are intending on placing a large order, please email us prior, so that suitable postage can be arranged.
Please be advised in addition to the standard terms and conditions located here at https://wishemporium.com.au/pages/terms-conditions as applicable, the following terms and conditions apply:
- Any transactions implying a wholesale arrangement (via promotional code or email communication) is considered to be a wholesale transaction, not a consumer transaction, therefore the The Australian Competition and Consumer Act 2010 (Cth) may not apply.
- All sales are final.
- All care is taken to ensure all goods supplied are of merchantable quality and free from faults. However, all Sales are final.
Small parts may become chocking hazards. Wish Emporium products should always be used under the supervision of an adult. Therefore, items should not be placed within reach of small children. Wish Emporium does not accept any liability for misuse or incorrect handling of products.
Please remember our products are recommended for children 5 years and over only. All our products may contain small parts, and are not suitable for children under 5 years as they pose a choking hazard. Our products are not considered toys, and as such, all small children should always play only under strict adult supervision.
Products have the potential to contain small pieces and sharp edges. If not handled with care, or dropped they could break.
Our flower products meet strict processing standards. They come from Colombia, Equador or Japan. The preservation method is 100% non-toxic, non-corrosive, non-carcinogenic, non-explosive and non-chemical reactive, as guaranteed by our supplier.
The preservation method uses solutions and colorants that are the same as those used in food, medicine and fabric. As guaranteed by our supplier, they do not represent any health or environmental risk, and are considered not harmful. As guaranteed by our supplier, they are allergen free. Please note, they are not for human consumption.
If purchasing our products for children, it is important to consider their age and stage of development. It is the responsibility of the parent/guardian/carer to gauge the suitability of your purchases.