Shipping Information:

• Fluro Sugar ships Australia and New Zealand wide ONLY
• We post from PERTH (Baldivis) Western Australia
• Currently we do not ship to any other countries. We apologise for this inconvenience. 
• Please allow 1-3 business days after your order is completed and payment has been made for items to be processed and dispatched. Weekends and public holidays not included. This 1-3 days does NOT include the day the order was made. Please note paying for express postage does not mean the processing time is also express. Express is just quicker postage. We completely understand that sometimes you may be in a rush for your item and we want to help you get your item in time! Please contact us BEFORE you order so we can give you an idea of how quickly we can fulfill your order.
• FREE postage for all Australian orders over $149. Please note you have to actually spend over $149 to get this option. If you use a voucher or code and your order is under $149 (although the item amount is over $149) you will still have to pay postage)
• Please be aware that non instant payments such as PayPal 'eCheque may take up to 2-5 days to clear. Therefore items will be only sent once payment has cleared.

Australian Orders:

Fluro Sugar ships to anywhere in Australia 

At check out you can pick between 5 options: Regular post, Regular post with Signature on arrival, Express post, Express post with signature on arrival or Local Pick-up.  

• Regular Tracked Post is a low flat rate of AU$9.95 (Estimated delivery time 2-15 BUSINESS Days) 
•  Regular Tracked Post with SIGNATURE ON ARRIVAL is AU$12.95 (Estimated delivery time 2-15 BUSINESS Days) 
• Express Tracked Post is a flat rate of AU$13.95 (Estimated delivery time 1-5 BUSINESS Days) Please Note: Most places in Australia are out of Perth's next day delivery network. Although Australia Post recommends 1-3 days for express postage, this is NOT a guarantee. Express post is simply a faster alternative to regular post. 
• Express Tracked Post with SIGNATURE ON ARRIVAL is AU$16.95 (Estimated delivery time 1-5 BUSINESS DAYS) Please Note: Most places in Australia are out of Perth's next day delivery network. Although Australia Post recommends 1-3 days for express postage, this is NOT a guarantee. Express post is simply a faster alternative to regular post.
• Local Pick Up is free of charge for customers in the Perth region (Items must be picked up from BALDIVIS, 6171, Western Australia in 7 days)

Please note that these delivery times are an estimated time frame by Australia Post. Areas of Australia including rural may take longer. We will do our absolute best to make sure delivery is quick. However, once we post your parcel, we are not liable for delays on delivery that are out of our control.  Australia Post can experience delays during busy times of the year including Christmas and New Years. Please take this into consideration when ordering. Our parcels are sent by Australia Post in tracked bags/boxes. Fluro Sugar takes no responsibility for packages that are lost or damaged by Australia Post. We do offer signature on arrival during checkout at an extra cost. This is to make sure your items are safely delivered to you, your signature will be required on delivery. If you select signature on arrival but aren't home when your parcel arrives, you'll be able to collect your items from your local Post Office. Once your parcel has been posted, you'll receive an email from us with your delivery details including your Australia Post tracking number. You can use this number to track your delivery online at https://auspost.com.au/parcels-mail/track.html#/track '

Orders over $200:

• ALL ORDERS OVER $200 (Not including postage) WILL BE AUTOMATICALLY SENT AS SIGNATURE ON ARRIVAL.
• PLEASE NOTE: This does NOT include orders that are sent to PO Boxes and Parcel Lockers 
• If you are not home to sign for your parcel, your package will be taken to your local post office where you can collect it later.
• Please note: If you change your delivery option (after we post) to safe drop and your parcel goes missing/stolen, Fluro Sugar will not be held responsible to refund or replace the missing/stolen items. Choosing safe drop is at the customers own risk. All orders over $200 leave our office with signature on arrival.

Local Pick up Terms and conditions:

• If you're a local to Perth, Western Australia we have some good news for you. You can save on postage! During checkout select 'Local Pick up' and you can arrange to pick up your items instead of paying for postage. You will pay for your items online (minus shipping) and we will contact you within 48 hours to arrange a pick up time. If you are in a rush, please feel free to contact us and we will try our hardest to get your order packed ASAP.
• Please note we do make our best effort to get back to all customers in 48 hours (not including weekends and public holidays) but during busy times we may take a little longer.
• To ensure a quick reply regarding picking up items, please make sure you have given us your correct email address so we can contact you. Please also make sure you check your junk folder for our email.
• If you have not heard from us in 2 days, please contact us at admin@flurosugar.com.au as technology likes to throw us a glitch every so often.
• Items must be picked up within 14 days, unless the times available from both us and the customer do not work. Pick ups are available from our home office in BALDIVIS, Western Australia. Of course we understand life gets in the way. Just keep us informed and we are happy to hold orders longer.
• If for any reason you can not pick up your items anymore, please contact us via email to arrange postage. We will send you a invoice for shipping costs.
• If a full calendar month has passed and you have failed to reply to our emails, texts or calls regarding local pick up, we will cancel your order, refund your money MINUS a 10% restocking fee.
• Please do NOT select LOCAL PICK UP if you are NOT local to Perth (Postcode 6171) or if you have no intention to pick up your order. As a small business we can not afford to send items without shipping costs being paid in full upfront. WE WILL NOT SEND ANY PARCELS UNLESS SHIPPING HAS BEEN PAID.

________________________________________________________________

New Zealand Orders:

Fluro Sugar ships to anywhere in New Zealand 

COVID UPDATE: PLEASE NOTE THERE IS A DELAY IN ALL SHIPPING DUE TO CLOSURE BORDERS AND LIMITED DOMESTIC/INTERNATIONAL TRAVEL. PLEASE PLAN AHEAD AND ALLOW EXTRA TIME FOR YOUR PARCEL TO BE DELIVERED.

At check out you can pick between 3 options: Regular post, Regular post with Signature on arrival and Express postage. All parcels are sent by Australia Post and customers are charged a flat rate shipping cost

• Regular Tracked Post is a low flat rate of AU$15 (Estimated delivery time is 7-25 BUSINESS Days) PLEASE NOTE: Postage is taking longer due to the extra stress COVID has put on Australia Post.
•  Regular Tracked Post with SIGNATURE ON ARRIVAL is AU$20 (Estimated delivery time is 7-25  BUSINESS Days) 
• Express Tracked Post is a flat rate of AU$29 (Estimated delivery time 3-12 BUSINESS Days- Not including remote areas) Please Note: Although Australia Post recommends 3-7 days for express postage, this is NOT a guarantee. Express post is simply a faster alternative to regular post. PLEASE NOTE: Postage is taking longer due to the extra stress COVID has put on Australia Post. Express parcels will still be the quickest postage even with delays.

All our International Customers are responsible for any import taxes or duties that may be charged by their country on arrival.

Please note that these delivery times are an estimated time frame by Australia Post. Areas of New Zealand rural may take longer. We will do our absolute best to make sure delivery is quick. However, once we post your parcel, we are not liable for delays on delivery that are out of our control.  Australia Post can experience delays during busy times of the year including Christmas and New Years. Please take this into consideration when ordering. Our parcels are sent by Australia Post in tracked bags/boxes. Fluro Sugar takes no responsibility for packages that are lost or damaged by Australia Post. We do offer signature on arrival during checkout at an extra cost. This is to make sure your items are safely delivered to you, your signature will be required on delivery. If you select signature on arrival but aren't home when your parcel arrives, you'll be able to collect your items from your local Post Office. Once your parcel has been posted, you'll receive an email from us with your delivery details including your Australia Post tracking number. You can use this number to track your delivery online at https://auspost.com.au/parcels-mail/track.html#/track '

Orders over $250:

• ALL NEW ZEALAND ORDERS OVER $250 (Not including postage) WILL BE AUTOMATICALLY SENT AS SIGNATURE ON ARRIVAL. 
• PLEASE NOTE: This does NOT include orders that are sent to PO Boxes and Parcel Lockers
• If you are not home to sign for your parcel, your package will be taken to your local post office where you can collect it later.
• Please note: If you change your delivery option (after we post) to safe drop and your parcel goes missing/stolen, Fluro Sugar will not be held responsible to refund or replace the missing/stolen items. Choosing safe drop is at the customers own risk. All orders over $250 leave our office with signature on arrival.

________________________________________________________________

Wrong Address:

• Please make sure you double and even triple check your shipping address on checkout.
• If you have placed an order but have noticed an error with your address, LET US KNOW ASAP. It is very easy for us to change if the order has not been posted yet.
• If you notice an error with your address once we have shipped, we unfortunately can not stop the delivery of the parcel (although we will always try). We will not be held responsible for this error and you will have to re order and pay for another shipping cost.
• Unfortunately if an address is slightly wrong (EG missing unit number) Australia Post can deny delivery and send your parcel back to us. If this happens we will contact you once we receive the returned parcel. You will get the choice of paying for shipping again or you can choose to have your order refunded MINUS the initial shipping costs and the 10% restocking fee.
• We ask for you to pay for shipping again as we do not receive our money back from Australia Post for wrong addresses.
• If the above situation occurs, we will email and call (if a phone number was entered during checkout) so you are aware of the situation. If we receive no response after 7 business days we will refund your order MINUS the shipping costs and the 10% restocking fee

Cost of postage:

We have a flat rate cost for all regular and express postage as can be seen above. Our postage costs are the same price for one item or many items and these prices have been set up based on the following costs:

• Australia Post postage costs
• Packaging costs including boxes and envelopes
• Tracking and signature on arrival costs.

If you have any questions please contact us at  admin@flurosugar.com.au

RETURN POLICY

We want you to be completely happy and totally in love with your purchase from Fluro Sugar. In the event that an item needs to be returned or exchanged, we want to make it as easy as possible for you.

If your item is the wrong size, it doesn't suit you or you are not happy with your item in anyway please contact us to organise a store credit or return of item: admin@flurosugar.com.au DO NOT just send your item back to us before you contact us. 

**PLEASE NOTE: ALL Sale items are considered a FINAL SALE. They are not able to be returned for refund/exchange/store credit for change of mind/item not fitting.

We do highly recommend that all customers double check the size chart for their purchase item before placing an order. Size charts can be found on each product. If you are still not sure on the size of an item before purchase please contact us and we will be happy to assist you.

Return terms and conditions:

• By law we are not required to accept returns for a change of mind or in situations where the product doesn't fit or suit you if you made the wrong decision. However, in these situations we are happy to accept returns as long as they meet our terms and conditions. 
• You will be charged a restocking fee in these situations where a customer wants to return for change of mind, items not fitting or if you made the wrong choice. Our restocking fee is 10% of the total price of the returned product/s. You will also not be refunded the initial shipping costs.
• Fluro Sugar accepts returns for change of mind up to 14 days after receiving your order. After 14 days we unfortunately can no longer offer you an exchange, store credit or return.
• Items can be returned for a store credit or refund.
• Items purchased from our Sale/clearance section can NOT be returned for a refund or store credit for change or mind orders. This does NOT include items that were purchased during a sale (For example a 20% off storewide sale) If a full price item was discounted during one of those sales, you are eligible for a refund.
• We require a receipt or proof of purchase.
• To be eligible for a return, all items must be returned to Fluro Sugar in original condition including original tags STILL ATTACHED, original packaging, unworn and unwashed. If we believe that the item of clothing has been worn, is returned with an odor, trace of pet hair or other faults we are not obliged to return, exchange or give a store credit. The original order will be sent back to you (at your cost) and your order will be closed.
• All items to be returned must be kept clean from animal hair, make up and cigarette smoke. When trying on your item for the first time we suggest doing so with no make-up and after a shower. When first trying on shoes, please do so on carpet to avoid marks or scuffs. We reserve the right to reject any items that are returned to us in unsalable condition.
• Items that CAN NOT be returned for health and hygiene reasons include: underwear, hosiery, swimwear, earrings, opened cosmetics and nail kits.
• All customers are responsible for the return postage costs. If you are getting an exchange, you will be also responsible for the postage costs to send your new item back to you. We highly recommend that you use a tracking delivery method as all returned items are the customers responsibility until the items are received by Fluro Sugar. If for some reason your returns get lost by the postal service, it is the customers responsibility to follow up and claim compensation from the postal service.
• Once your item is received by us, it will be inspected and processed within 2-5 Business days. Please note that there may be delays during busy times of the year including Christmas and New Years.
• Once your item has been inspected we will send you a confirmation email to notify you that your item has been received.
• If you received FREE POSTAGE with your order and your returned item reduces the original order total to UNDER the free shipping total. You will have the original shipping fees taken from your refund/store credit. 

Requesting a size/item swap

• If you are requesting a Size/Item swap please contact as ASAP to secure the size you are after is still available. 
• If the size you are after is still available, we will ask you to make another order on our website for the correct size. That way we can have that item sent out to you ASAP. When we receive the returned wrong sized item back, we will refund you the cost of the item.
• PLEASE NOTE: We do NOT refund shipping costs. For example: If you purchased a dress for $50 and shipping cost $8.95, your total order would come to $58.95. When requesting a refund you will only get refunded the $50 for the item. 
• If you are planning to return your order for a return/ change of size you MUST return the item/s within 7 days from the day you contacted us to cancel/return your item. This is not including postage time. Just 7 days from the time you contact us to the day you send the item/s back to us. If you fail to do this in the time frame your refund/exchange will be denied and the initial item/s will be sent back to you.
• Once the refund has been made, this will mean your order is now CLOSED and finalised. 

REQUESTING A REFUND

• If you are requesting a REFUND, once your item is returned to us and inspected, we will send you a confirmation email with the details of your return. Please note we will only refund to you the way you initially paid us. For example, if you paid by credit card, we can only refund it back onto the same account and not any other form of payment like cash or paypal.
• If you are planning to return your order for a return/ change of size you MUST return the item/s within 7 days from the day you contacted us to cancel/return your item. This is not including postage time. Just 7 days from the time you contact us to the day you send the item/s back to us. If you fail to do this in the time frame your refund/exchange will be denied and the initial item/s will be sent back to you.
• PLEASE NOTE: If you are requesting a FULL REFUND you will not be refunded the initial shipping costs. For example: If you purchased a dress for $50 and shipping cost $8.95, your total order would come to $58.95. When requesting a refund you will only get refunded the $50 for the item. 
• If you received FREE POSTAGE with your order and your returned item reduces the original order total to UNDER the free shipping total. You will have the original shipping fees taken from your refund/store credit. 

Below is a Refunds and Returns Policy set by Australian Consumer Law with our minimum obligations as an Australian retailer:

Store Credit terms and conditions:

• Store credit is valid for 12months from the date of issue. 
• Fluro Sugar is not responsible for lost store credit codes.
• If the value of the purchase is less than the value of the store credit, you will receive a 2nd store credit with the remaining balance. Please note: The expiry date does not extend, and it remains to be expired on the original expiry date.
• If your purchase is higher than your store credit, you will require an additional method of payment to pay the final balance.
• Store credit can NOT be used for postage costs.
• If an order using store credit is cancelled or returned, the portion of the purchase that used the store credit will be restored to a store credit ONLY and will not be refunded.
• Under out faulty terms and conditions, if an item returned is faulty and store credit is used, you will be refunded for your order and shipping. However, your store credit will be restored to a store credit and will not be refunded for cash. 

Want to cancel your order before your item has been shipped?

An order can be cancelled anytime before the item has been posted. Once your parcel has been handed to Australia Post, it cannot be cancelled and the item/s must instead be returned to us before a return can be processed. We charge a cancellation/ restocking fee for all cancelled orders for change of mind. Our restocking fee is 10% of the total price of the cancelled products. Please note, you will still be charged a restocking fee even if you cancel less than an hour after you make your order.

Fluro Sugar cancelled my order?

We have the right to cancel any order if:

• We feel the order is fraudulent in anyway.
• If the product is not available for any reason. We will always email you if this happens and return any payment that you have made.
• You selected local pick up during checkout and have not replied to our pick up emails within a month. Please note: If you have failed to reply to our emails, texts or calls after a month we will cancel your entire order minus a 10% restocking fee.

Faulty Items?

If you have received a faulty item from us we are very sorry for this. Mistakes do happen and sometimes they are missed (we are human) In the case of a faulty item you can choose from a refund, store credit or exchange. Please note this depends on the problem. Contact us ASAP at admin@flurosugar.com.au within the 10 days after receiving your order with detailed photos of the faulty item. From there we can arrange a solution for you.

Please note: The below reasons we do NOT consider a faulty item:

1. If a button falls off. If a button falls off when you try on your outfit, during the first time you wear it or after the first wash this is NOT considered a fault.
2. If your item is damaged after you washed it or worn it. We have no control over how our customers treat their items/ wash their items and therefore can't be help responsible. Although we try and source items that are of high standard, we cant promise that items can NEVER be indestructible.
3. An item rips or splits due to a wrong size and the item being too tight. If you receive an outfit that doesn't fit, please let us know before you wear it out or before you wash it. We are happy to exchange for a different size but we will not refund if the fault is due to wrong sizing.
4. If an item is damaged due to NOT following the manufacturers instructions for washing. Incorrect washing can cause colour fading and shrinking.
5. Please note that most items arrive to us from wholesalers with a chemical smell. Its chemical preservatives to protect the clothes from the factory to arriving to you. Items with a chemical smell is NOT A FAULT. A simple wash helps to clean the smell out.

If you have any questions regarding our returns policy please contact us we are always happy to help!

admin@flurosugar.com.au