Ordering and account settings

How do I make an order?

Select the “Add to Cart” button and review and confirm your order details and item(s) before placing the order. If you’d like assistance in placing your order, you can always chat with us.

How do I change my payment details?

If your order has been placed and the billing information is incorrect, you won’t be able to change this on your order. Please chat with us or send us an email and we will be able to assist you. If the order has not been completed and changes need to be made, you will be able to update the information on your account.

How do I change my shipping address?

Shipping addresses cannot be changed once the order is placed. We highly suggest double-checking your address before placing your order. Please chat with us for further assistance.
If the order hasn’t been completed, please feel free to update the information in your account.

How do I change my email address?

You can change the email address in your account settings “Account” > “Profile”. Feel free to chat with our customer service for further assistance.


Do you charge sales tax?

You will be charged in compliance with Australian state law. If the state your purchase is being shipped to requires sales tax, it will be reflected on your invoice at checkout. All displayed prices are inclusive of tax.

What forms of payment do you accept?

We accept all major credit cards, PayPal, Google Pay, Apple Pay, PayPal

If I get a refund, how long will it take to be credited back to me?

We issue refunds immediately, however it is up to your banking institution as to when funds are made available, which is usually within 3-5 business days.


How much does shipping cost?

We provide free shipping for all of our orders.

How long will it take to receive my order?

We ship out the item within 2-7 Business days and in transit it may take 2-12 days depending upon the delivery area. International deliveries may take longer.

Where do Flutterfly products ship from?

We have several warehouses within the AU, USA & Hong Kong. Your order will ship from the one with the available inventory closest to you.

What countries do you ship to?

Australia, United Kingdom, USA, Canada, Mexico, New Zealand, Japan, Singapore and all of Europe.

Do you ship to P.O. Boxes, APO/FPO addresses?


What happens if my package gets lost?

Full refund shall be provided in the event of lost or damaged shipments.

What can I do if there is something wrong with the item I received?

Here at Flutterfly, we have 100% customer satisfaction guaranteed! Please feel free to contact us

What shipping company do you use?

Australia Post, DHL, Fedex, UPS, TNT and other reputed Courier partners.

Returns and Refunds

What is your Return Policy?

We have a 30-day 100% satisfaction guaranteed return policy. Simply return your unused item(s) in its original packaging and we will refund your total amount.

What is your Refund Policy?

You’ll receive a refund back to your original payment method when you ship your item back. Returns must be processed within 30 days from the date your order was received to be eligible for a refund.

I want to return an item. What do I do?

Request a return from your order details page.

What do I do if it is after 30 days?

We will offer you a store credit that can be used on future purchases.

What if I purchased something on another site (Etsy/Ebay/Amazon) and want to return it, do I have to contact them?

Please contact the site you originally purchased your item(s) from to initiate the return process.