Contact Information

Grand Vault Lab – We're Always Happy to Hear From You

At Grand Vault Lab, we believe that a pleasant shopping experience goes beyond selecting beautiful products. Clear communication, reliable customer assistance and thoughtful service are all important parts of building lasting relationships with our customers.

Whether you are looking for more information about an artificial floral arrangement, have questions about a decorative vase, need assistance with a candle holder or would like an update on an existing order, we welcome your enquiry.

Our customer service team is here to help make your shopping experience as straightforward and enjoyable as possible.

1. Business Information

Business Name: DEW CLOUD

Trading Name: Grand Vault Lab

Contact Person: Kerrie Courtney

Business Address:

12 Glenrosa Rd,
Red Hill QLD 4059,
Australia

Return Address:

12 Glenrosa Rd,
Red Hill QLD 4059,
Australia

Customer Service Email: [email protected]

Official Website: https://www.grandvaultlab.com

2. How We Can Help

Our customer service team can assist with a wide range of product and order-related enquiries.

Product Information

If you would like to learn more about our decorative collection, please contact us.

We can assist with general enquiries concerning:

• Artificial plants and flowers.

• Decorative floral arrangements.

• Product dimensions and available specifications.

• Vase designs, finishes and decorative features.

• Candle holder styles and intended uses.

• Product care and handling information.

We encourage customers to review the available product descriptions before purchasing. If additional clarification is needed, our team will be happy to assist.

Order Enquiries

If you have questions about a recent purchase, please provide your order number and the email address used during checkout.

This will help us identify your order and provide more relevant assistance.

Shipping and Delivery

For questions about shipping charges, tracking information, delayed deliveries, incorrect addresses or missing parcels, please contact us.

We will review the available information and help identify the appropriate next steps.

Returns and Refunds

If your product arrives damaged, defective, incomplete or different from what you ordered, please contact us.

We can help explain the return process, review the issue and assess the available remedies under our Return and Refund Policy and Australian Consumer Law.

Website and Payment Assistance

If you encounter difficulties accessing our website, completing checkout or receiving order confirmation information, please let us know.

We will make reasonable efforts to help resolve website-related concerns.

3. How to Submit an Enquiry

For efficient assistance, we recommend contacting us by email.

When submitting your enquiry, please include:

• Your full name.

• Your order number, if applicable.

• The product name or service concerned.

• A clear explanation of your question.

• Relevant photographs or supporting information, where appropriate.

For damaged or defective products, photographs can be particularly helpful in allowing us to understand the problem.

Please avoid including complete payment card numbers, passwords or other unnecessary sensitive information in your correspondence.

4. Our Customer Service Commitment

We believe that every customer deserves respectful, helpful and transparent communication.

Our goal is to:

• Review enquiries carefully.

• Provide clear and useful information.

• Handle product complaints fairly.

• Assist with order and delivery concerns.

• Explain relevant return and refund procedures.

• Respect customer privacy.

• Comply with applicable Australian consumer protection requirements.

We understand that product concerns can sometimes be frustrating, and we aim to approach each situation with patience and professionalism.

5. Important Customer Information

Please note that contacting our customer service team does not replace or limit any rights you may have under Australian Consumer Law.

If you experience a product failure covered by a consumer guarantee, you may be entitled to an appropriate remedy regardless of any voluntary customer service arrangement.

For further information, please refer to our Return and Refund Policy and Terms of Service.

6. Get in Touch

We look forward to hearing from you.

Grand Vault Lab

Business Name: DEW CLOUD

Contact Person: Kerrie Courtney

Business Address:
12 Glenrosa Rd, Red Hill QLD 4059, Australia

Return Address:
12 Glenrosa Rd, Red Hill QLD 4059, Australia

Email: [email protected]

Website: https://www.grandvaultlab.com

Thank you for visiting Grand Vault Lab and choosing us to be part of your home decorating journey.

Whether you are adding a touch of greenery, displaying a favourite floral arrangement or creating a welcoming atmosphere with decorative accessories, we appreciate your support and look forward to assisting you.