Terms & Conditions

THESE TERMS & CONDITIONS GOVERN THE USE OF WWW.THEFLOWERLAND.COM.AU AND THE PURCHASE OF ANY GOODS AND SERVICES FROM IT.

When we say “our, we, us” etc, we mean The Flowerland. Please note that by using this website you agree to be bound by its terms, conditions, disclaimers and limitations of liability. You also acknowledge that you have read and understood these Terms and Conditions.

 

Prices and Payment

You agree to pay for all products and services you order. Prices given on product pages exclude delivery (see below under delivery for more detail). The price of products and services we offer may change without notice from time to time, but we will never change the price of anything you have already ordered and paid for. All prices are quoted in Australian dollars. We accept payment by Visa, Mastercard, American express and Paypal. Payment card use may be subject to processing fees, but you will be informed of those prior to finalising your purchase.

 

Delivery

Orders made after 12:00 pM will be delivered the following day and treated as an advance order (see below for information on advance orders).

The Flowerland offers a same day delivery service across metro areas in Melbourne. The cost of delivery is dependent on suburb and fees start from $5.00. This is subject to change and will be updated on our website as the changes occur. Our delivery hours are between 9.00am to 6.00pm. Unfortunately we cannot guarantee delivery at a specific time of day. Please rest assured your beautiful arrangement will be with the recipient before 6pm.

 

Changes to your order

If you wish to make any changes to your order, please do so either by phone on 03 8806 3572 or email us on sales@theflowerland.com.au. Please note that any changes to your order (delivery address, card message, or additional items) must be made by close of business the day before delivery. This ensures that we have enough time to amend your order before delivery. Please note that, once your order has been processed, cancellation of your order is possible only in special circumstances and at our discretion.

 

Cancellations

If you wish to cancel your order more than 24 hours prior to the scheduled delivery date, a AUD $15.00 cancellation fee will apply. If you wish to cancel your order less than 24 hours from the scheduled delivery date, your order will attract a 50% cancellation fee. Unfortunately orders that have already been prepared and/or scheduled for delivery cannot be cancelled.

Cancellations can be made by emailing sales@theflowerland.com.au or by dropping us a line on 03 8806 3572.

Returns and Refunds

The Flowerland handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. As each flower is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call us on 03 8806 3572 to discuss any queries or concerns you may have in relation to your gift. A number of resolutions may be available to you and are subject to your particular situation. Should you wish to return your order, please notify us within 24 hours of purchase with a valid reason for return. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Note: All refunds for orders placed with a credit card are credited back the original credit card on which the order was purchased. Refunds for in-store cash purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. Refunds are made at the discretion of www.theflowerland.com.au.

Conditions of Delivery

Addresses – We will always make our best efforts to deliver your order to the address you provide. It is very important that you provide correct delivery details – where incorrect delivery information has been provided we cannot accept responsibility for incorrect, failed, or non-delivery. Please also provide additional instructions for difficult to find addresses. In some cases, the courier will need to call the recipient to confirm details and co-ordinate delivery to ensure the goods are received on the date intended.

 

Delivery Protocol 

It is our priority to deliver your order in person to the intended recipient. However, where delivery is made to a business, the flowers may be delivered to reception, or the mail room. For hospitals deliveries should go to the bedside, but some hospitals accept delivery at reception or a nurses desk. For residential deliveries when no one is at home to accept delivery our couriers are instructed to leave the flowers at the doorstep where it is safe to do so (out of sight from the road, and out of the weather). If you have any specific requests, or if you do not give authority for us to leave the order where the recipient is not present please indicate this in the special delivery instructions.

 

Incorrect and incomplete addresses

Please be very careful in providing us with correct, complete and up to date address information. If you provide us with an incorrect or incomplete address and we deliver your order as per your instructions, we can accept no responsibility for the mistake. If we are unable to deliver to an incorrect or incomplete address and the order is returned to The Flowerland, we can redeliver but the customer will incur an additional delivery charge as well as a product replacement fee for any perishable items, such as flowers, that need to be replenished.

Dried Arrangement Postage

Dried arrangement will be send via Australia Post if outside Melbourne. 

You will receive a tracking number once your item has been posted. You will need to monitor the tracking number yourself and lodge a missing parcel/late parcel request with Australia Post if you do not receive on time. 

Whilst the utmost care has been used to pack your items and the parcels marked fragile appropriately, delicate flowers may naturally shed during transit. Please be aware that we use a third party courier service, which means once the parcel has left our premises we have no control on how it is handled, and in what timeframe it is to be delivered. If your parcel has not arrived within the suggested time frame of the tracking, you can lodge a "missing parcel enquiry" with Australia Post and they will follow up for you. This is completely out of our hands and we cannot find missing or late parcels for you.

We are not responsible and will not pay for, or refund for any loss, damages, parcels delivered outside of suggested timeframes by the Courier or expenses incurred during transit with the courier service. However, if your parcel does arrive damaged or lost please contact us via email immediately and we will put forward a claim on your behalf. This does not guarantee their outcome will be to refund. 

The courier will have an authority to leave the goods unattended at the delivery location at your sole risk, unless you request otherwise by emailing us at sales@theflowerland.com.au

 

Substitution and Seasonal Availability Disclaimer

The Flowerland endeavors to fulfill all orders in compliance with product descriptions, however flower orders may be subject to seasonal and product availability. The Flowerland reserves the right to substitute flower varieties when necessary, however we will always take utmost care to ensure the final product is similar in quality to the requested item. Substitutions and alterations to the style of a product will be of similar quality and value.