The Flower Company understands that purchasing fresh flowers and gifts for friends and loved ones is a very important decision and the process should be as easy and as enjoyable as possible! Below are the most frequently asked questions by our customers. If your question isn’t answered here, please contact us.
FREQUENTLY ASKED QUESTIONS
If you haven’t received an order confirmation and are simply wanting to know that your order has been received by The Flower Company, please contact our friendly Customer Service Team on 1800 209 493. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.
Should you be seeking confirmation that your intended recipient has taken delivery already or to get an updated delivery time, please be aware that we don’t have the ability to track your order and so therefore are unable to provide you with a delivery confirmation or expected time of delivery. In our experience, recipients generally contact you shortly after delivery to thank you for their gift either by phone, email or SMS. Bereavement orders can be a little different. We find that flowers sent to funerals or soon after a funeral service can take a couple of days to be acknowledged simply because of the sheer number of flowers received at the one time.
Should you have reason to be concerned that your order hasn’t been delivered on the nominated day please firstly check your order confirmation to ensure the correct address was provided and then please confirm with your intended recipient that they aren’t in receipt of their gift. Be sure to have them check that it hasn’t been left at a front or back door that may not get used. Whilst we understand that this can be an uncomfortable call to make, we often find that there are reasons why the recipient hasn’t phoned you immediately upon receipt. Should the address be correct and you’ve spoken to the recipient who has confirmed they are not in receipt of your gift, please contact our Customer Service Team on the number provided above and they will be more than happy to investigate the matter further.
We offer our customers the opportunity to upgrade selected bouquets and arrangements from the standard size (as pictured) to our classic or deluxe sizing. An upgrade enables our florist to individually select more beautiful blooms to add to your chosen item to the value paid.
If you are dissatisfied with the quality of the flowers or gift received, we kindly ask that you contact our Quality Team for review within 72 hours from the time of purchase. A photograph of the flowers or gift is requested in order for us to review the quality issue and educate our florists. A response to quality issues is usually given within 24 hours of receiving the photo.
In the case of a non-delivery, we require notification within 1 month of the order being sent. We will however always look at things on a case-by-case basis and in that instance a redelivery or refund may be offered. Please contact us about your non-delivery.
Refunds are processed within 3 – 5 business days of the customer being notified that their request for a full or partial refund has been granted. Funds are returned either to their credit card or PayPal account depending on their method of payment. If you have requested a refund you will not be charged any cancellation fees.
Same Day Delivery - Monday to Friday:
Orders must be received before 2:00 p.m. in the recipient's time zone to assure same-day delivery. Orders received after that time will be delivered the following day. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.
There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case, The Flower Company will contact you to discuss alternate delivery options. Some deliveries may also be required to be collected from the nearest town or depot. Should this be the case our florist may contact the recipient to arrange. If you don’t want the recipient to be called please nominate yourself as the primary contact.
The Flower Company can same-day deliver orders on Saturday throughout Australia if they are placed with us before 10.00am in the recipient's time zone.
In most cases, Petals Network is unable to deliver orders on public holidays. It is advised that you contact Petals Network directly to make requests for delivery on public holidays.
Our florists are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. Some common policies are:
- Most flower deliveries cannot be delivered to the recipient's room by the florist and may have to be left at the nursing station.
- Some hospitals do not allow lilies and latex balloons as they are common allergens.
- Flowers, plants and fruit cannot be delivered to Intensive Care Wards and Units.
Please check with the hospital, before ordering your flowers for delivery.
Making your Selection:
Ordering from The Flower Company is easy! Simply browse our selection of flowers and gifts either via the homepage of our website or any occasion categories.
Once you have made your selection, select which size you wish to order and add any special extras (like a balloon or teddy) to your shopping cart. Then proceed to the checkout.
Processing Your Payment:
Follow the steps to complete the 'Secure Order Form', ensuring that you complete the * required fields. If you need to make any changes you can click on your 'back' button and edit your order before final submission. After reviewing your order and checking that everything is correct, click the 'submit' button to send your order to The Flower Company for processing and delivery.
You are certainly able to cancel or make changes to your order after it has been placed with The Flower Company within a reasonable timeframe before delivery. Please contact us as soon as possible to make these changes.
Please Note: If emailing details of your changes to The Flower Company, you will need to include your order receipt/ order number in the subject line of your e-mail.
Delivery problems can occur for a number of reasons. They are usually related to the recipient of the gift not being at the address at the time of delivery, or incorrect recipient contact details supplied to The Flower Company. We will always do our utmost to assist all customers with any concerns or complaints that they may have. Depending on the circumstances of the delivery issue, extra delivery and wastage charges may apply.
Our member network is comprised of florists and relay organisations around the world. Every effort is made to deliver flowers and gifts on the day requested and in a condition that reflects the high standards set by member florists and floral relay organisations. Please refer to our Terms and Conditions and Substitution Policy for further information.
The Flower Company is not responsible for deliveries if the recipient is not at the location at the time of delivery or if incorrect or incomplete information is provided. If you are the customer, you must make sure that the recipient will be at the location on the date given on the order form for delivery or provide alternate instructions.
It is recommended that a contact phone number for the recipient be provided on the order form so that should the courier have difficulty locating the address or is having difficulties accessing a building, the courier can contact the recipient to check if they are at the location before they attempt to deliver the gift. If you do not wish the recipient to be contacted you need to provide alternative contact details. If a phone number has not been provided on the order form and the recipient is either not at the location when the delivery is made or the courier has difficulty locating the delivery address completely they may do one of the following:
- Leave a "not at home" card at the recipient's location and return the order to the florist. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if the supplying florist has to deliver the gift more than once. Alternatively, the recipient may arrange to collect the order from the florist.
- If the courier deems the location to be a "safe" location the item will be left at the address provided. In these cases, delivery will be deemed to have been made successfully. If you do not want the order left at the address please ensure this information has been provided in the special instructions field on the order form.