TERMS & CONDITIONS

Florabelle Living knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. This notice describes our Privacy Policy. By visiting Florabelle Living, you are accepting the practices described in this Privacy Notice.

WHAT PERSONAL INFORMATION ABOUT CUSTOMERS DOES FLORABELLE GATHER?

The information we learn from customers helps us personalise and continually improve your shopping experience at Florabelle Living. Here are the types of information we gather.

INFORMATION YOU GIVE US

We receive and store any information you enter on our web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, customising future shopping for you, improving our store, and communicating with you.

AUTOMATIC INFORMATION

We receive and store certain types of information whenever you interact with us. For example, like many web sites, we use "cookies," and we obtain certain types of information when your web browser accesses Florabelle Living. Scroll to the bottom of this page to see examples of the information we receive. A number of companies offer utilities designed to help you visit web sites anonymously. Although we will not be able to provide you with a personalised experience at Florabelle Living if we cannot recognise you, we want you to be aware that these tools exist.

WHAT ABOUT COOKIES?

Cookies are alphanumeric identifiers that we transfer to your computer's hard drive through your web browser to enable our systems to recognise your browser and to provide features such as Automatic Login and permanent Shopping Carts for storage of items in your Shopping Cart between visits. If you would like to know more, the "Help" section of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, cookies do allow you to take full advantage of some of Florabelle Living's best features, and we recommend that you leave them turned on.

EMAIL COMMUNICATIONS

To help us make e-mails more useful and interesting, we often receive a confirmation when you open e-mail from Florabelle Living if your computer supports such capabilities. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this by selecting "Unsubscribe" in the Newsletter menu.

DOES FLORABELLE LIVING SHARE THE INFORMATION IT RECEIVES

Information about our customers is an important part of our business, and we are not in the business of selling it to others. We share customer information only with the subsidiaries Florabelle Living controls and as described below.

AFFILIATED BUSINESSES WE DO NOT CONTROL

We work closely with our affiliated businesses. In some cases, these businesses operate stores at Florabelle Living or sell offerings to you at Florabelle Living. In other cases, we operate stores, provide services, or sell product lines jointly with these businesses. You can tell when another business is involved in your transactions, and we share customer information related to those transactions with that business.

AGENTS

We employ other companies and individuals to perform functions on our behalf. Examples may include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analysing data, providing marketing assistance, processing Credit Card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.

PROTECTION OF FLORABELLE LIVING AND OTHERS

We release account and other personal information when we believe release is appropriate to comply with law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Florabelle Living, our users, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.

WITH YOUR CONSENT

Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information.

WHAT CHOICES DO I HAVE

As discussed above, you can always choose not to provide information, even though it might be needed to make a purchase or to take advantage of such Florabelle Living features as Automatic Login, and permanent Shopping Carts. You can add or update certain information on pages such as those listed in the My Account pages. When you update information, we usually keep a copy of the prior version for our records. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this in the Newsletter menu.

CHILDREN

If you are under 18, you may use Florabelle Living only with involvement of a parent or guardian.

CONDITIONS OF USE, NOTICES & REVISIONS

If you choose to visit Florabelle Living, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of Australia. If you have any concern about privacy at Florabelle Living, please send us a thorough description to sales@florabelle.com.au, and we will try to resolve it. Our business changes constantly. This Notice and the Conditions of Use will change also, and use of information that we gather now is subject to the Privacy Notice in effect at the time of use. We may e-mail periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our web site frequently to see recent changes.

INFORMATION YOU GIVE US

You provide most such information when you search, buy, bid, post, participate in a contest or questionnaire, or communicate with customer service. For example, you provide information when you search for a product; place an order; provide information in Your Account (and you might have more than one if you have used more than one e-mail address when shopping with us); communicate with us by phone, e-mail, or otherwise; complete a questionnaire or a contest entry form; by providing employer, school, or other such information; participate in Discussion Boards; or provide and rate Reviews. As a result of those actions, you might supply us with such information as your name, address, and phone number; people to whom purchases have been shipped, including address and phone number; other people; content of reviews and e-mails to us; and financial information.

AUTOMATIC INFORMATION

Examples of the information we collect and analyze include the Internet Protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information such as browser type and version, operating system, and platform; purchase history; the full Uniform Resource Locators (URL) clickstream to, through, and from our Web site, including date and time; cookie number; and products you viewed or searched for.

ORDERS

• A minimum order value of $300 applies to all orders.
• Orders can be placed via email, or through our website.
• We are not responsible for any typing errors made by the customer. 

PRICING

• All prices are in Australian Dollars and exclude GST.
• We reserve the right to make any changes to prices if and when required.

NEW CUSTOMERS

• Initial orders are to be on pro forma basis.
• Payment must be received in full, including the cost of freight and GST, before releasing goods.
• We suggest, in order to encourage prompt dispatch of goods, that the purchaser provides credit card details upon placement of order. The credit card will be processed only when goods are dispatched, and not before. Credit card information will not be retained for future use.

DELIVERY OF GOODS

• All goods are delivered Ex-Warehouse.
• We will arrange a freight company to deliver to the customer's address, unless the customer states otherwise.
• Risk passes to the customer upon delivery of the goods to the customer's designated address.
• We use a reputable and dependable courier service. Cost of freight is dependent on weight, order volume and destination. We will charge you the same cost for freight that we are charged by the courier.
• A Standard "Authority to Leave" is understood with all shipping requests. It is recommended that delivery should only be arranged to an attended address. It is the customer's responsibility to ensure that the given address is always attended. A redelivery fee will be charged in the instance that a redelivery is required.
• You can choose to use your preferred courier.
• Freight costs are the responsibility of the purchaser and are additional to the cost of goods sold. Liability of delivery of goods to the respective carrier of the purchaser thereafter will fall directly on the purchaser.
• If you have ordered an item that is not in stock we will contact you within 2 business days.

PAYMENT

• Florabelle Living accepts payment by cheque, cash, EFT (electronic funds transfer over the internet), direct deposit and by Visa and Mastercard.

RETURNS & CREDITS

• Email claims@florabelle.com.au with your invoice, item details, and customer ID.
• Change of Mind - No returns without prior authorization. Requests must be made within 7 days of receipt. Goods must be in original condition and packaging. Customer is responsible for return shipping and transport damage. A 20% restock fee applies.
• For faulty/damaged items, provide images and a description for credit or replacement.
• Damaged in Transit: Please provide images and a brief description for assessment of a replacement or credit. Please note that we reserve the right to decline a second replacement if the item is likely to be damaged again. In such cases, a credit note or an alternative product with a different courier will be offered.
• Please note that slight variations in colour may occur due to differences in screen displays and lighting on your desktop or tablet. These variations are not considered faults and are not grounds for return under our policy.

Credits On Your Account: Credits are issued within 7 days of receiving the returned goods.

APPLICATION FOR CREDIT

• Offered at Florabelle Living's discretion, a "Credit Application Form" must be completed in full by all new customers or new owners of a current account wishing to apply for credit with Florabelle Living. All account payments are strictly 30 days from statement date.

PRIVACY

• Florabelle Living are committed to maintaining the privacy of our customers. Your personal details are handled and stored sensitively and securely. 
• Personal information will not be intentionally disclosed outside of our organisation without your consent, except where we are required or permitted to do so at law.

IMAGE USAGE & LIENCESING: 

All images displayed on our website, digital platforms, and marketing materials are licensed exclusively to Florabelle Living Group. These images are not permitted for use, reproduction, distribution, or modification by any third party without prior written approval.

Unauthorised use of our images constitutes a breach of copyright and may render you liable for damages, including but not limited to statutory damages, legal costs, and any additional remedies available at law.

If you wish to use any of our images, you must obtain a formal Image Licence Agreement. To request access or discuss licensing options, please contact our team here. 

WARRANTY & CONSUMER GARANTEES

We stand behind the quality of our products and aim to ensure you’re completely satisfied with your purchase.

MANUFACTURER’S WARRANTY

Many of our products come with a manufacturer’s warranty. This warranty covers faults in materials or workmanship for a specified period from the date of purchase. Warranty periods and terms may vary by product and will be outlined in the product description or supplied documentation.

If a product is found to be faulty during the warranty period, remedies may include repair, replacement, or refund, depending on the nature of the issue and the manufacturer’s terms.

AUSTRALIAN CONSUMER LAW (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to within 1 year of owning the product:

• A replacement or refund for a major failure, and
• Compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

WHAT IS NOT COVERED

Warranties generally do not cover:

• Normal wear and tear
• Damage caused by misuse, neglect, improper installation, or unauthorised repairs
• Damage resulting from use outside the product’s intended purpose
• Cosmetic damage that does not affect product functionality

HOW TO MAKE A WARRANTY CLAIM

To make a warranty claim, please contact us with:

• Proof of purchase
• A description of the issue
• Photos or other supporting information where applicable

We will assess your claim and advise on the appropriate next steps as quickly as possible.

TERMS OF TRADE AND DELIVERY OF GOODS

All goods are supplied EX‑WAREHOUSE. Delivery to the purchaser’s nominated carrier or agent constitutes delivery. Risk in the goods passes to the purchaser upon delivery, and title passes only once payment has been received in full. Freight costs and transit insurance are the responsibility of the purchaser.

PRICING AND TAX

Prices are quoted in Australian Dollars (AUD) and are exclusive of freight unless otherwise stated. Any applicable taxes will be shown at checkout or on the invoice.

PAYMENT TERMS

Invoices are payable within 30 days from the invoice date unless otherwise agreed in writing. Florabelle Living reserves the right to cancel or withhold orders where accounts are overdue. Accounts overdue by more than 90 days may incur a surcharge of 2% per month.

Placing an order constitutes acceptance of these Terms of Trade.

CHRISTMAS INDENT ORDERS

Christmas indent orders are final once confirmed and cannot be amended or cancelled. Customers are responsible for ensuring order accuracy. A proforma invoice will be issued in September, with dispatch scheduled for mid to late September.

COD AND ACCOUNT ORDERS

COD orders must be paid in full prior to dispatch. Account customers must maintain sufficient available credit. Florabelle Living reserves the right to amend items or quantities based on stock availability and will advise customers of any changes.

FREIGHT AND BACKORDERS

Freight charges are applied with the initial shipment only. No additional freight charges will be applied to approved backorders.

HOW TO REQUEST A RETURN

• All returns require prior approval from Florabelle.
• Requests must be made within 7 days of receiving your goods.
• Requests received after this time will not be accepted.
• Email all return requests to claims@florabelle.com.au.

Your email must include:

• A copy of your invoice
• Item code(s) and quantity
• Customer name and Customer ID
• Reason for return
• Images (required for faulty or damaged items)

Once approved, you will receive a Return Confirmation (RC).

A printed copy of the RC must be included with the returned goods.

CHANGE OF MIND RETURNS

• Change of mind returns are not accepted without prior authorisation.
• Requests must be made within 7 days of receipt.

Goods must be returned:

• In original, unmarked packaging
• Unused, clean, and unsoiled
• Without price tickets attached

Please note:

• Return shipping is at the customer’s expense
• The customer is responsible for any damage during return transit
• A 20% restocking fee applies
• The remaining balance will be issued as a credit for future purchases only

FAULTY OR DAMAGED GOODS

If your item is faulty or damaged on arrival:

• Contact claims@florabelle.com.au within 7 days of receipt
• Include clear images and a brief description of the issue

Once assessed, we may offer a replacement or credit note, depending on availability and the nature of the fault.

DAMAGED IN TRANSIT

If your order is damaged during delivery:

• Email images and a brief description for assessment

A replacement or credit may be offered.

We reserve the right to decline a second replacement if the item is likely to be damaged again. In these cases, a credit note, alternative product, or shipment via a different courier may be offered.

ITEMS NOT CONSIDERED FAULTY

• Minor colour variations may occur due to screen settings or lighting
• These variations are not considered faults and are not valid grounds for return

RETURN SHIPPING DETAILS

Approved returns must be sent at the customer’s expense to:

RETURNS

Unit 4 / 415 Pembroke Road

Minto NSW 2566

Australia

CREDITS

• Credits are issued within 7 days of receiving returned goods at our Distribution Centre
• Credits must not be deducted from outstanding invoices until your credit note is issued

CANCELLATIONS

• Made‑to‑order or specially requested items cannot be cancelled once production has started or been completed
• Florabelle reserves the right to cancel orders if payment is not received within 30 days for proforma customers

HOW TO ACCESS YOUR ACCOUNT

1. Already have an account with us?

Enter your email address here and a verification code will be sent to your email to log in to your website account.

2. Don’t have an account with us?

Apply for a trade access account here.

Please note: approval can take 48–72 hours. Once approved, you will receive an email notification confirming your access.

Florabelle is committed to social responsibility and working with factories who operate with integrity and value the wellbeing of their workers and the environment.

To this end we strive to work with factories who are part of the global move to change conditions, located in countries where national laws protecting workers are inadequate or poorly enforced. Many of our factories work under the following schemes:

• The Business Social Compliance Initiative (BSCI) is a leading supply chain management system that supports companies to drive social compliance and improvements within the factories and farms in their global supply chains.
• BSCI implements the principle international labour standards protecting workers’ rights, such as International Labour Organisation (ILO) conventions and declarations, the United Nations (UN) Guiding Principles on Business and Human Rights and guidelines for multinational enterprises of the Organisation for Economic Co-operation and Development (OECD).
• SEDEX supports companies to overcome the challenge of traceability, implement responsible business practices and manage risks.
• Many of our products are timber – we are working to introduce more products that are from FSC certified forests. These have two key components: FOREST MANAGEMENT (FM) shows the forest managers or owners are managing their forests in a responsible way and meet FSC standards and CHAIN OF CUSTODY (CoC) which provides a guarantee about the production and source of FSC-certified products.
• ISO 9001 provides verification the supplier’s ability to provide products that conform to required standards and quality.
• We obtain information from our factories which includes ensuring freedom of employment, safe and hygienic working conditions, living wage standards, no child labour used and no excessive working hours.

Florabelle Living are your total home, gift and decor sourcing solutions. Specialists in, Artificial Flowers, Artificial Foliage, Artificial Greenery, Artificial Trees, Lighting, Interior Lights, Ceiling Lights, Table Lamps, Desk Lamps, Floor Lamps, Chandeliers, Furniture, Chairs, Tables, Stools, Desks, Cushions, Poufs, Rugs, Throws, Pots, Planters, Vases, Urns, Jars and Christmas Decorations.

ARTIFICIAL FLORAL

Our artificial flower stems and bouquets have been lovingly hand assembled, complete with hand-crafted petals and foliage. The Stems are machine moulded. The finishing touches are completed by hand to create the authentic look. Some natural variations may occur from product to product.

ARTIFICIAL TREES

Did you know that most of our Artifical Trees are made with REAL tree stems/trunks. That’s right! That is why they are the best & most real looking “unreal” trees in the market place. Only the foliage is artificial! Artificial foliage is expertly crafted onto real, natural tree stems/trunks.

All natural stems have been treated as per AQIS Biosecurity requirements.

Our artifiicial trees are packed tight for ease of distribution. Give some love and care to coax and fluff out the branches. A steamer can be used to correct any folds which may have occurred from the packaging process.

LIGHTING

The lighting images on this website are either created from our own photographs or are sourced from our suppliers. Please bear in mind that the appearance of colour can change significantly depending on many factors, including ambient lighting conditions during the photography process, as well as the calibration of your computer monitor. While every effort has been made to ensure that they present an accurate and fair visual representation of the actual product in question, they are intended as a guide only and Florabelle/Emac & Lawton accepts no responsibility for any errors.

FURNITURE

Many of our pieces are hand crafted and hand finished to provide a unique look. Given their nature, natural imperfections are to be expected and celebrated. Each piece may be different and vary over time with exposure to light and use. Hide tones will vary.

GLASS PRODUCTS

Some of our products contain and/or are made with glass components. Please note that most glass components are handmade and therefore small air bubbles, slight defects and colour variations may naturally occur during the glassblowing process.

METAL PRODUCTS

Metal items are intended to have a rustic appearance that may include spotting and variances in tone and luster.

SOFT FURNISHINGS

Due to the nature of materials used and hand-applied finishese, color, pattern, and texture may vary, making each piece unique.

NOTES ON CARE

• Some products are made of Wool. Please note wool is prone to shredding
• Avoid excessive heat or abrasion
• Avoid exposure to direct sunlight, which may cause discolouration
• Clip loose ends or shedding fibers with scissors. Do not pull.
• Vacuum with handheld brushless attachment to prevent pulling of threads
• Spills should be removed immediately
• Scrape off food or debris with a dull instrument
• Spot-clean by blotting with a clean undyed cloth, lukewarm water and mild soap
• Test cleaning solvents on a hidden area first
• All soft furnishings are intended for indoor use only
• Store in a dry, well-ventillated area
• Turn occasionally to equalize wear

Can I pick up my order from the Alexandria showroom?

Unfortunately, order pick-up is not available from our Alexandria showroom. Pick-ups can only be done from our Minto warehouse. Alternatively, we're happy to arrange shipping directly to you for a cost — please contact us if you'd like to arrange this.

Where is your warehouse located, and what are the pick-up hours?

Our warehouse is located at 4/415 Pembroke Road, Minto, NSW, 2566. Pick-ups are available Monday to Friday, 8am–3pm. Please note our outlet store is right next door and is also open on weekdays.

Can I visit the showroom?

Absolutely! As long as you have a trade account set up with us, you're welcome to visit either our Sydney, Perth or Melbourne
showroom at any time. For a more personalised experience, you can also book an appointment through our website: Book an Appointment.

How can I find out the price of a product?

Our pricing is available exclusively to trade account holders. Please sign in to your account using your registered email
address to view product pricing.

Can members of the public purchase from Florabelle?

We only supply to trade accounts and are unable to sell directly to the general public.

However, if there's a specific product you're after, we'd be happy to provide you with a list of stockists who may carry it.

Please email sales@florabelle.com.au with the product name and code, along with your location, and we'll do our best to point you in the right direction.

Or please see our range of recommended Stockists Here.

Can I change the delivery address on my order?

Yes — delivery addresses can be changed, but only if your order hasn't shipped yet. To request a change, please email sales@florabelle.com.au with your order number.

If your request is urgent, please call us on 02 9517 4455.

Can I change my delivery date?

Please contact us as soon as possible if you need to adjust your delivery date. Email sales@florabelle.com.au with your order number, or call 02 9517 4455 for urgent requests. Changes can only be made if your order has not yet shipped.

What is something is wrong with my order?

Please email claims@florabelle.com.au with invoice number and description of what’s wrong. Please add photos if the items are damaged.