What we’ll do when something isn’t right with a delivery or a subscription.
Maison de Lune is a small studio. We’d rather make something right than keep your money. The notes below describe how we handle the common situations. If you’re reading this because something has gone wrong, skip to how to claim.
If a bouquet arrives damaged, wilted, or visibly different from what was ordered, contact us within 24 hours of delivery. We’ll either replace it on our next available delivery run, or refund the bouquet in full.
Photos help. A quick snap of the bouquet as it arrived gives us what we need to sort it without back-and-forth.
Bouquets built in the builder are bespoke. Once they’re tied, they aren’t eligible for change-of-mind refunds. We’ll always replace or refund if the quality is wrong, but a built and delivered bouquet that simply isn’t to taste sits outside the policy.
If you’d like a different look, email us before cutoff (4pm the day before delivery) and we’ll adjust the build at no charge.
Cancel any time through the Stripe Customer Portal. Manage your subscription to update billing details, view invoices or cancel without a phone call. For pauses or skips, email us before cutoff and we’ll adjust the delivery.
If you’ve been charged for an upcoming delivery that hasn’t shipped yet and you cancel before the cutoff, we refund within 5 business days.
Already-shipped deliveries aren’t refundable for cancellation. They are refundable if the quality is wrong, under the same terms as a one-off bouquet.
Recipient not home, package missing from the doorstep, address typo on the order. We’ll re-deliver the next available day at no extra cost when the address is inside our standard delivery zone.
Outside-zone retries may incur a delivery fee, since each run is a return trip out of the studio. We’ll let you know the fee before we re-attempt.
Tell us before cutoff (4pm the day before delivery) and we’ll switch the recipient, the address, or the date. No charge, no fuss.
After cutoff, the bouquet is usually already built or in the van. We’ll do our best to re-route it, but we can’t always promise a switch once it’s out for delivery.
Nothing in this policy limits your rights under the Australian Consumer Law. If a delivery is faulty, not as described, or fails to do what it should, the ACL gives you rights to a remedy that sit alongside (and on top of) anything written here.
Plain language: ACL still applies. If you’re unsure what that means for your situation, call us and we’ll walk through it.
Email Maisondeluneflorists@gmail.com or call 0475 194 744. Include your order number and, if it’s a quality issue, a photo of the bouquet.
We respond within one business day. Hours are Mon to Fri 9–5, Sat by appointment.
Reminder: this page is a draft for client review and is not legal advice. The final wording will be confirmed before the site goes live.
Quickest path is a call or an email with your order number. Subscribers can manage billing and cancellation through the Stripe portal, with cadence changes handled by email.