Shipping & Delivery

NOTE: All deliveries are based on 'curb-side' pickup. For heavier/bulky items, you may need to assist the delivery driver. If you cannot assist or if you wish to have your items brought inside the property, please contact us before ordering.

FREIGHT

Freight on all orders and is calculated based on the cubic volume of total cartons/pallets in each delivery. We deliver nationwide and our freight rates are extremely competitive. Freight is calculated at checkout based on your address. To avoid freight charges, you can 'Pickup' orders from our Melbourne Warehouse (only) or you can arrange for your own nominated courier to collect by selecting 'Pickup' under Delivery Method in the Checkout.

DISPATCH

All orders are usually dispatched approximately 24 hours of receipt of payment. During peak periods there may be some delay.

DELIVERY

Abode Haven sends orders via a common carrier to ensure fast & safe delivery.
We are able to deliver to both Business and Residential addresses however conditions apply for Residential addresses.. (see details below) We do not deliver to post office box addresses.

Business Addresses:
All deliveries to business addresses require a signature upon receipt.
In the rare event that nobody is available at the nominated business address to sign for the package, then the courier will leave a notification card and you will need to call them directly to rearrange a suitable delivery day for which further charges from Floral Interiors will apply.

Residential Addresses:
All delivery addresses given to Abode Haven are considered to be Residential addresses unless otherwise advised.

A non-negotiable condition of all deliveries to residential addresses is that they are sent with ‘Authority To Leave’ if no-one home. This is any House, Unit or Apartment where you give nominated freight company authority to leave goods unattended in a safe place. 

In the rare event that no-one is home and they do not leave the goods, the courier may leave a notification card and you will need to call them directly to rearrange a suitable delivery day for which further charges from Abode Haven will apply from.

For all deliveries detailed above it is the responsibility of the customer to check that all cartons are accounted for before signing for the delivery. A signed “Proof of Delivery” (POD) will be used to determine the delivery of an order. Abode Haven does not accept responsibility for goods that are misplaced after they have been delivered and signed for including ATL Residential deliveries.

If you wish to use your own courier please advise upon receipt of order. We will simply liaise with your courier regarding pick-up of the order from our warehouse. Once we have delivered goods to your courier or they have picked the goods up, we will have no further responsibility for their loss or damage whilst in transit.

Delivery Times:

Deliveries to most Capital cities in Australia take approximately 2-4 working days. For urgent delivery requests please note that Abode Haven will make every effort to dispatch orders on time, however we can’t guarantee the nominated freight company will deliver on time as requested. We are also unable to request the courier to call before delivery.

Please understand that as we use a third party for deliveries, we are unable to guarantee an exact delivery date, once the goods leave our premises, circumstances may arise which are outside of out control. Please call us if you have not received your order within 7 working days of placing your order or if you have any concerns at all.

Returns & Credits

Damaged & Faulty Goods:
All Floral Interiors products are packaged with care. In the unlikely event that an item is damaged or broken in transit, please advise email us immediately at sales@abodehaven.com.au so that a suitable solution can be determined.

Please retain all packaging as evidence of damage. If required we will arrange for the damaged goods to be picked up and a replacement or substitute of goods be delivered where possible.

Returns & Credits:
We do not exchange, refund or credit for incorrect choice. Any Floral Interiors products purchased from Abode Haven may only be returned or claimed if found to be damaged, faulty or incorrectly supplied.

NO Credit’s, Return’s or Exchange are offered on sale items.

All Returns & Credits require authorization and therefore notification of any proposed Return or Credit claim must be advised in writing, along with images, within seven (7)
days of the date of delivery to: sales@abodehaven.com.au.

Failure to do so will result in Returns or Credits being denied.

All returns once authorised by our Credit Department prior must be returned to Abode Haven within (7) days of authorisation. No authorization will be issued if goods are
not in original packaging and complete with a Floral Interiors barcode label.

Customers are responsible for all freight costs when returning non- damaged, perfect quality or correctly supplied goods and all returns must be sent to Floral Interiors (Head Office/Warehouse) in Melbourne complete with authorization.

Abode Haven reserves the right to deny a credit for returned goods found NOT to be in perfect order and without authorization.

Abode Haven will only refund payment for faulty or damaged goods authorised by our Credit Department.

AS one of our business value is to provide exceptional service and experience for our clients. We would like our clients to take few moment to get familiar with our policies, just so we can have your experience with us as smooth as it can be.

Return and Refund Policy

Returns

Raffinata products have a 14-day return policy, which means you have 14 days from receiving your item to request a return. During this specified timeframe, you may commence the return procedure to receive a complete refund in the form of store credit for future purchase. However, once the 14-day period has elapsed, a cancellation fee of 25% will be imposed to account for the costs incurred. 

To be eligible for a return, your item must be in the same condition that you received it, and in its preserving its original packaging, unopened and sealed. You’ll also need to provide the receipt or proof of purchase.

To start a return, you can contact us at sales@abodehaven.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@abodehaven.com.au.

Change of Mind

Abode Haven understand that sometimes something isn't quite as you imagined it would be or you simply have changed your mind.  We are happy for you to return any Raffinata items within 14 days from receipt.  The product must be clearly unused and in its original packaging.  A 25% restocking fee will apply to the return and the buyer will be responsible for the shipping costs.  

Damages and Faulty

Damage during transportation

Please report to the driver and our store immediately for any damage to the goods during delivery. Our customer service team will follow up on the incident. 

Prior to affixing your signature to acknowledge receipt, we kindly ask that you carefully inspect all items for possible damage. In the event that any products arrive with discernible and substantial damage either to the packaging or the product itself, please document the damage with photos or videos and immediately decline the delivery and send the photos or videos to us including the invoice number.  Should you decide to cancel your order, please note that a minimum cancellation fee of 25% of the total amount will be applicable. This fee is intended to cover any costs incurred up to the point of cancellation. 

Faulty goods manufacturing 

Faulty goods must be returned within seven (7) days from the date of receipt or collection.

We have worked with our manufactures to make sure productions are thoroughly inspected during and post-production. Quality control is in place to ensure goods are ex-factory in good condition. However, if there is default that believed not causing by its nature upon receipt, please contact us within 24 hours providing photos or videos and detail of the issues email to sales@abodehaven.com.au. Our friendly staff would be with further assistance. 

Please be aware that some natural materials like marble and wood might come with minor imperfections as its nature or hand made processing.

Damage by clients

 If goods are damaged at the end of clients, replacement could be applicable with fees apply. Please check with our friendly staff for availability.

If goods damaged after collection by clients either by accident or misuse, you would to return the goods in your cost and for any fees that may applied for replacement.

To ensure a successful return, keep the item unused and in its original condition with packaging, accessories, and manuals intact. We will notify you if your return does not meet our criteria. If you are uncertain about your item's condition, contact us before returning it. 

Missing Items or Incorrect Items

Abode Haven understands that sometimes unexpected issues may arise. If you receive a product with a missing part or an incorrect item, please contact us directly with clear descriptions and item number on manual if possible. We will take action to facilitate a solution as soon as possible. Delivery times for incorrectly shipped items may be varied subject to stock availability.

If any wrong items been delivered, please contact us within 24 hours providing photos or videos and detail of the issues email to sales@abodehaven.com.au. Our friendly staff would be with further assistance. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, clearance, floor stock or gift cards.

Refunds
We will notify you once we’ve received and inspected your item, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Furniture Delivery

NOTE: All standard deliveries are based on 'curb-side' pickup. For heavier/bulky items, you may need to assist the delivery driver. If you cannot assist or if you wish to have your items brought inside the property, please contact us before ordering.

Delivery & Installation to Greater Sydney Metro

White glove delivery, assembly & rubbish removal (day of delivery only). Easy parking for the truck & unobstructed access must be available for delivery. 

Verify that doorways, stairwells, and any other entry points, including elevators, are sufficiently sized to allow access to the standard delivery service. Extra charge may apply, please check with our friendly staff before delivery.

Check the dimensions to ensure that the new items will fit appropriately in your intended space.

Build it Yourself Sydney Metro 

Delivery only (no assembly required and no rubbish removal) 

A 20% cancellation fee will apply if the goods cannot be delivered and must be returned to our warehouse

Regional Areas 

The system calculates shipping fee at check out with our standard shipping rates. Due to the nature of bulky goods, shipping rate might varies due to delivery area. We will contact you or you are always welcomed to give us a call for a quote.

Third-party express and Insurance

Insurance is not available as part of your order. We strongly suggest that you enquire about insurance policies to cover the goods during transit (including insurance policies through your chosen delivery contractor), as we do not accept responsibility concerning any transport damages by you or the third-party delivery contractor you have selected once the goods are dispatched from our warehouse or showrooms. 

Delivery by carrier: This clause applies when you select to deliver the goods by a third-party delivery contractor. We do not accept responsibility for any delivery failures, delays, or transport damages by your third-party delivery contractor once the goods are dispatched from our warehouse or showrooms.

Pick up (Free)

Large items can be collected from our Auburn warehouse via appointment only.

Small items Delivery

Delivery Metro Areas Surrounding Sydney, Melbourne, Brisbane, Adelaide and Perth

Small, unbreakable items will be shipped for a flat rate.

Delivery to Regional Areas Australia Wide 

Small, unbreakable items are available to posted or shipped for flat rate.

Pick Up (Free)

Small items can be picked up from our showroom at Shop 1, 77 Ridge Street, Gordon 2072. 

In-Stock

Most of our items are in stock and can be dispatched within 2 days.  As soon as your order is fulfilled, you will receive a tracking number so you can track your delivery.

Pre-order items

On the rare occasion that we have items for Pre-Order, you will be able to purchase them in advance and be advised of the expected delivery dates by email.

Special Order / Custom Made

We are able to special order and customise many of our products for you.  Once the details are finalised you should allow 16 weeks for delivery.  You will progress updates during this time.