Requests for order cancellations need to be made by phone, email or through direct contact with one of our managers.
We’re unable to cancel orders once production has started on your order.
We require:
24 hours’ notice to cancel orders under $50
72 hours’ notice to cancel orders over $50
1 week’s notice for catering orders and orders over $250
Store credits will be issued if production has not started on your order. We are not able to issue store credits if the cancellation request is not made within the above time frames.
Refunds are only issued if we have made an error on your order or you are unsatisfied with your purchase (see below).
If for any reason you are not completely satisfied with an item, please email or call us immediately. If outside of business hours – please place the product in the fridge and send an email (with a photo or two) to orders@flourandstone.com.au so we have an instant record of the problem and then call us as soon as possible the next day. Due to the perishable nature of our products we cannot accept returns made more than 24 hours after the original delivery date. Return shipment costs are the responsibility of the buyer.
Returned goods must be delivered to us unconsumed (unless the complaint was a quality issue related to having tried the product) or you may not be eligible for refund. We cannot be held responsible for items damaged or lost in return delivery, therefore we recommend an insured and trackable courier service. We are unable to issue a refund without actual receipt of the item(s). Please allow up to 1 week for your return to be processed.
To advise of a product or delivery issue please email or call us the same day as your order pickup or delivery. We are a friendly bunch, so let us know if you are not completely satisfied and we will certainly try to resolve the issue for you.
If you have any other enquiries, don’t hesitate to get in contact at
hello@flourandstone.com.au
We promise we will never sell or give out any information you provide us to anyone. If you choose to sign up to our e-newsletter we will occasionally send you information on new products or special offerings and you can unsubscribe at any time.
Payment can be processed direct by Amex, Visa and Mastercard. We do not have access to or hold your credit card details. If you prefer to make a payment with your credit card over the phone please call the store in business hours (a credit card surcharge applies for email and phone orders).
All credit card transactions are processed direct through Square Payments which is secure and encrypted and we don’t store any of your card details.
