Terms of service

Terms of Service

• Faux & Thorn, The Unruly Fleuriste store specialises in selling sustainably conscious home goods and beautifully curated vintage pieces.

• All purchases are final. We do not offer refunds, exchanges, or returns unless an item is damaged in transit. We will assist you with your claim with the courier company if goods have been damaged in transit.

• By placing an order, you agree to abide by New Zealand laws governing online purchases and consumer rights.

• We reserve the right to update, modify, or change these Terms at any time without prior notice.

SHIPPING & PICKUP

• We only ship within New Zealand. We do not offer international shipping.

• Shipping rates vary based on item size, weight, and location. Rates are calculated at checkout.

• Some items are marked “Pickup Only” due to their delicate nature and will not be shipped. These must be collected from our Hamilton studio at a prearranged time.

• Once an order is placed, we cannot modify the delivery method or address.

• Orders should arrive within 3-7 days of being placed. However, if you live in a rural area, shipping may take a little longer.

• We always aim to dispatch orders in a timely manner and will keep you updated via email notifications from purchase through to delivery.

• If you haven’t received any tracking updates with 48 hours, please contact us at hello@fauxandthorn.co.nz.

Returns

  • At Faux & Thorn, The Unruly Fleuriste we take great pride in the quality of our products and the satisfaction of our customers. If, for any reason, you are not entirely happy with your purchase, we are more than happy to offer an exchange or issue a store credit (excluding courier charges), provided the item is returned within 7 days of purchase.

  • To be eligible for an exchange or credit, items must be unused, in their original packaging, and accompanied by proof of purchase.

  • Please note that we are unable to offer returns, exchanges, or credit notes on sale or discounted items.

  • In the unfortunate event that your item arrives damaged or is found to be faulty, please contact us within 7 days of receiving your order. We will arrange a prompt replacement. If the item is no longer available, we will offer a full refund or credit note.

  • We are committed to upholding our obligations under the Consumer Guarantees Act 1993 and ensuring your experience with us is a positive one.

  • If you have any concerns or questions, please don’t hesitate to get in touch with our friendly team.

DAMAGES & LIABILITY

• If an item arrives damaged, please email us at hello@fauxandthorn.co.nz with photos of the packaging and item within 48 hours of delivery. We will assess and may offer a replacement or refund at our discretion.

• Faux & Thorn, The Unruly Fleuriste is not responsible for lost, stolen, or delayed parcels once handed over to the courier.

PRIVACY POLICY

• We do not store or retain any personal information beyond what is required for processing orders, in compliance with New Zealand privacy laws.

• Payment details are processed securely via our third-party payment provider. We do not have access to or store credit card information.

AGREEMENT TO TERMS

By completing your purchase, you confirm that you have read, understood, and agree to our Terms of Service.