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Refunds and our freshness guarantee
Flowers are perishable. But a bad bunch is our problem, not yours. Here's how remakes, refunds and credits actually work.
The guarantee in one line
If it arrives wilted, damaged or not what you approved, tell us within 48 hours with a photo and we remake it or refund it. Your choice. Australian Consumer Law already guarantees this; this page just says how we handle it in practice, including the grey areas.
Freshness problems
Our stems are conditioned and water-packed, so they should open up and hold for a week with basic care. If yours visibly fails inside 48 hours: browned edges out of the box, snapped stems, wilting that a recut doesn't fix. Send a photo and we'll remake or refund. No form, no case number, one message.
What's not covered: a bunch that lives in full afternoon sun for three days, vase water that never got changed, or a cat that took offence. If you're unsure, send the photo anyway. We'd rather see it than guess.
Bespoke orders are built against an approved design photo. If the delivered piece matches the photo but isn't what you pictured, we'll talk it through and usually find middle ground. A partial remake or credit.
If the delivered piece doesn't match what you approved, that's squarely our miss: remake or full refund. Wedding deposits are refundable for 14 days after signing; inside the final week, the quote explains what's already been spent on market stock.
Custom and wedding work
Delivery problems and credits
Missed the agreed window because of us? The delivery fee comes back automatically, and if the flowers missed the moment, the birthday lunch, the service, we refund the order or remake it free for another day. Your call.
Wrong address supplied, recipient moved, or nobody home and no safe spot: we re-run it once for the delivery fee only. Flowers survive one extra ride fine; after that we remake at half price.
Subscriptions: a bad week earns a free week on the next invoice. See the subscription page for how the service runs. Anything legal underneath all this lives on the terms page.
Talk to a human
Refund requests are read by a person, not a queue. Send the photo and the order name. Expect an answer inside the hour during opening times.
in person