HOW WE ARE RESPONDING TO COVID-19

The safety of our customers, our florists, and our team members are our top priority. This is an unprecedented time, and we want to communicate with you how we are dealing with COVID-19. We have temporarily made some updates to our floral design and delivery process. For further details, please read on below.

TEMPORARY SUBSTITUTION POLICY

Due to flower supply challenges we have recently had to reduce our regular range so some favourite items may not be available. We are currently having difficulty sourcing roses, gerberas, natives and tropical blooms but flower supply does vary from state to state. As a result it may be necessary to substitute some or all of your flowers or change colour palette using a mix of our freshest in-store blooms. This may happen even when you’ve selected a specific design from our website. We will always do our best to create something as close as possible to the design you ordered but at times this might not be possible.

CONTACTLESS DELIVERY

For the time being, we have instructed our floral partners to utilize contactless delivery to ensure their safety and the safety of your loved ones. This means that our florist will either call the recipient first and notify them of the upcoming delivery and arrange to leave the flowers at the door or they will knock on the door, move away and leave the flowers on the doorstep, maintaining social distancing rules as they communicate with the recipient.

NURSING HOMES

If you are wanting to send flowers to a resident in a NSW Nursing Home it is your responsibility to ensure that they are accepting flowers before placing your order as a result of the new COVID restrictions and lockdown laws. Delivery and wastage charges may apply if the Nursing Home rejects delivery.

 

The Flower Company Terms & Conditions

By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. Our Network and its subsidiaries may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by these Terms and Conditions, as amended.

Same Day Delivery

Flowers
Same delivery is available throughout Australia on orders placed before 2pm in the recipient's time zone, Monday - Friday and 10am Saturday. Same day delivery can be available on orders placed after these times, but it is not guaranteed. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm.

Same Day Delivery Exclusions:
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 notify you with alternative delivery options. Most same day deliveries require a 3 hour turn around. While we will try our best, we cannot guarantee delivery to hospitals, businesses and funeral services without a minimum 3 hours notice. Same day cut off and delivery times do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day, Easter and Christmas. Please check the website for the order cut off times for these days.

Please Note: These cut off and delivery do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.

Weekend and Public Holiday Delivery

Flowers - Saturday Same Day Delivery
Delivery of flowers by a Florist can be arranged throughout most of Australia if the order is received before 10am in the recipient's time zone. Rural, restricted and remote deliveries may not have Saturday deliveries.

Please Note: These cut off and delivery do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.

Flowers - Sunday Delivery
Delivery is not guaranteed for Sunday and generally not available in Australia. If Sunday delivery is preferred, it is advised that you make prior arrangements for this delivery with The Flower Company.

Flowers - Public Holidays
As most couriers do not work on public holidays delivery of flowers is generally not available on public holidays. Orders received on public holidays will be delivered on the next working day without notice to the customer.

Substitution Policy

Images found on this site are used as guides only and may not be exactly the same as the final product. The stem count and contents for each product will vary due to regional availability and prices.

Our Members reserve the right to make fair and reasonable substitutions according to the practical availability of flowers, items and containers.

Sometimes it will be necessary for us to substitute flowers, wrapping or containers due to temporary, seasonal or regional availability issues. If this is the case with the gift you've selected, our experienced florists will ensure that the style, theme and colour scheme of your chosen item is preserved and will only substitute items of equal or higher value.

Whilst we have strict substitution guidelines in place to ensure the integrity of the item you have chosen is maintained there may be times where we need to make significant substitutions so as not to miss your chosen delivery date and important events like birthdays or anniversaries. These sorts of changes will only be made on your behalf if we cannot contact you directly and you will always be notified by email and/or SMS should this be necessary.

Accordion Panel

The Flower Company is not responsible for deliveries if the recipient is not at the location at the time of delivery. 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.

If there is a contact phone number on the order form, the courier may contact the recipient to check if they are at the location before they attempt to deliver the gift. If there is no phone number provided on the order form, the courier will attempt to deliver gift on the specified delivery date.

If the recipient is not at the location when the delivery is made, the courier will try to leave a "not at home" card at the recipient's location. This card explains the situation and asks the recipient to contact the supplier.

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.

The Flower Company and its Members will do their utmost to deliver the gift at a later date if the recipient replies to the "not at home" card. Additional delivery charges may apply if the supplying florist has to deliver the gift more than once. Alternatively, the recipient may have to collect the order at the florist/courier's premise.

Non-Deliveries

Petals Network and Network Members will try their best to deliver any gift, but we do not guarantee the delivery of any product if one of the following occurs.

  • Recipient refuses to accept delivery of the gift.
  • Address provided is incorrect.
  • Occupants are not at the location and do not respond to the "not at home" card left by our courier.

If one of these instances occurs, we may judge that the delivery has been made.

Cancellation

We do understand that sometimes there are extenuating circumstances whereby an order has to be cancelled prior to delivery. If this is done the day prior or earlier that’s not an issue and we are happy to cancel the order and refund you. Should you wish to cancel on your nominated day of delivery however The Flower Company reserves the right to refuse to cancel any order that has already been made up by the supplier, even if the order has not been delivered at that time. If the cancellation request is received before make up, then Petals may be able to cancel the order and issue you with either a full refund, a refund less wastage and delivery or a refund less wastage. In order to construct a designer item our florists will have spent time working on the design and in a lot of instances placed an individual order for certain blooms with their wholesaler. Our florists need to be paid for their time and for the product constructed.

Refunds

It is not normally policy to refund the price of the product. However, as every customer and gift is individual, (and therefore may require a decision on a case-by-case basis), please contact us so we can determine the best solution to the problem.

The Flower Company is also able to provide other solutions, such as resending the gift, or resending a different gift of the same value.

Time Sensitive / Difficult Deliveries / Hospital Deliveries

Due to the difficult nature of delivering for the following events/places, The Flower Company and its suppliers cannot guarantee delivery to certain locations and times.

While we will try our best to make sure that your gift is received at the event/place, we do advise you to include a secondary address for delivery. The recipient of the gift must be available at this address after the end of the event.

Delivery to difficult and remote areas may incur extra delivery, above that already allowed in the gift value. The payment of extra delivery is the responsibility of the customer and orders can not be delivered without such payment.

If a delivery should not be made after a certain time (for example, if the recipient is leaving the hotel), please either provide an alternative delivery address within the same delivery area or advise that the order should be cancelled in the NOTES section at the bottom of an order form. If the order is for a timed event or difficult to deliver area we strongly suggest you provide an alternative address for delivery.

Note: That if the alternate delivery address is in a different area, and therefore requiring the services of a different supplier, The Flower Company may not be able to assist with the redirection without wastage and delivery charges being paid to the initial supplier.

At The Flower Company, we try our best to ensure your flowers are delivered on time to the right location. Unfortunately, we cannot offer same day delivery or deliver to some locations due to their remoteness. Some deliveries may be required to be collected from the nearest town or depo, if this is the case the recipient will be notified.

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.

Some areas The Flower Company cannot deliver to include:

  • Esperance, WA
  • Merriwa, NSW
  • Karratha, WA
  • Tom Price, WA
  • Newman, WA
  • Weipa, QLD
  • Hopetoun, VIC

The Flower Company cannot deliver to the territorial islands of Australia including but not limited to Thursday Island, Horn Island, Stradbroke Island, Herron Island and Fraser Island.

We do not guarantee delivery to the following timed events:

  • Funerals
  • Wedding Receptions
  • Parties
  • Functions

We do not guarantee delivery to the following places:

  • Hospitals (especially Intensive Care Units)
  • Army, Airforce and Naval Bases
  • Ships
  • Jails
  • Secure Buildings
  • Hotels
  • Mines

We apologise for any inconvenience but delivery to these areas is very difficult.

Personal Information

For the purposes of this document the 'recipient' is the intended receiver of a flower or gift contracted by the 'customer' to The Flower Company. The recipient may be an individual or non-corporate entity.

What type of personal information will be collected?

The Flower Company will lawfully collect and store personal information about a recipient, as provided by a customer, that is practicable to complete the order. Personal information including name, address and phone number will be collected by The Flower Company about a recipient when a customer places an order directly with The Flower Company via the Internet, by phone, by fax or by email, or through a contractor that collects the information on behalf of The Flower Company.

How will the personal information be used?

Personal information collected about the recipient by The Flower Company will be used for the primary purpose for which it was collected and for any secondary purpose if it is directly related to the primary purpose, or in a way that the customer and recipient would reasonably expect the information to be used. The primary purpose for collecting personal information about a recipient is to facilitate the delivery of an order.

The personal information of the recipient will be disclosed to a contractor that supplies a floral delivery service for The Flower Company, in Australia or overseas. Please note that this site contains links to other sites.

Disclaimer

By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. The Flower Company may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by those Terms and Conditions, as amended.