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We know that sometimes things don't go as planned. Our goal is to make the refund and return process as smooth and straightforward as possible. Below, you'll find all the information you need about our policies and procedures.
Your satisfaction is our top priority! If something isn't quite right, just reach out to us. If the issue is our fault, we promise to make it right for you.
Hey, mistakes happen! If you accidentally added an extra item or chose the wrong delivery date, get in touch with us ASAP. We'll be happy to make the changes as long as your order hasn't left with the delivery driver.
Sometimes, we might spot a mistake on our end. If we do, we'll try to contact you to confirm the order details. If we can't reach you before the order is with the delivery driver, we'll assume the order is correct and send it out as is.
Need to cancel your order? Contact us immediately. We can offer a full refund if the following conditions are met:
We cannot cancel an order or issue a refund for items that have already been delivered.
If your order is already with the courier, a cancellation fee of 50% of the order total will apply to cover
For orders over $200 (AUD), no cancellation fee will apply if you cancel by midnight (AEST) the night before the delivery date. Cancelling on the day of delivery, provided the order hasn't shipped or been delivered, will incur a 50% fee, with the remaining amount refunded.
We strive to match your chosen colours and flowers, but sometimes seasonal availability and supply issues mean we can't. If we need to make substantial substitutions, we'll try to contact you for approval. If we can't reach you and the order has already shipped, we'll assume you accept the changes.
We work hard to minimise substitutions because we know how important it is to get exactly what you ordered.
If you have any concerns about the quality or condition of your flowers, contact us within 48 hours of delivery. We'll ask for a photo to help us assess the issue.
If the flowers are deemed incorrect or of poor quality, we'll offer a replacement. In some cases, a full or partial refund might be issued instead. Floressence Sydney will cover the cost of re-delivery.
If the flowers weren't properly cared for upon arrival (e.g., cutting stems, regular watering, storing in a cool place), we won't be able to provide a refund. Normally, if flowers haven't had enough water, all heads of the same flower type will droop at the same time. If only a few stems droop, it's likely a bad batch, and we'll send a replacement.
We can't accept returns or
Delivery Charges
We can't refund delivery charges if incorrect delivery details were provided. If re-delivery is needed, an additional fee equal to the new delivery suburb cost will apply.
If you change your mind, let us know, as long as the order hasn't shipped or been delivered. We'll try to accommodate your request and adjust the amount if necessary. We can't accept change-of-mind requests once the order is with the delivery driver.
If a replacement arrangement is issued, we might ask for the original order to be returned for assessment. We'll cover the delivery costs for both the replacement and the return.
If you request a return for reasons not outlined above, like an unwanted gift, you'll be responsible for the additional delivery fee. Delivery costs can be viewed on our Sydney delivery suburbs page.
If a refund is issued, we might ask to have the flowers returned for inspection. We'll cover the return delivery costs.
If we don't require the item to be returned but you want us to collect it, you'll be charged a delivery fee equal to the delivery cost for the pick-up suburb. Delivery costs can be viewed on our Sydney delivery suburbs page.
Refunds will be processed back to the original payment method. For example, if you used a credit card, we'll refund it to that card. If you used PayPal, the refund will go to your PayPal account. Refunds can take up to four working days to appear in your account.
If you have any concerns about your refund, please don't hesitate to contact us.
We hope this makes our policies clear and helps you feel confident shopping with us. If you have any questions or need assistance, we're here to help!
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