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FAQs

Your order

At Freshflowers.com.au we pride ourselves on our reliable same day delivery service and guarantee same day delivery if you place an order by 2pm weekdays, Monday through to Friday and 10am Saturdays. Weekday deliveries will be made to business addresses by 5pm and to residential addresses by 7pm. Monday - Friday orders will incur a standard delivery fee of $12.95 and Saturdays will incur a standard delivery fee of $14.95. If you require a specific delivery time or an Express or VIP service, please call our Customer Service Team to arrange and confirm delivery and to make an additional delivery fee payment.

We do not deliver on Sundays or public holidays. For event periods we will be delivering on Sundays. These deliveries will incur a delivery cost of $14.95.


If you require further information, please contact our friendly Customer Service Team by phone 13 37 37 Monday to Friday, 7am - 6pm and Saturdays, 7am-12pm (AEST), alternatively email customercare@freshflowers.com.au

How do I know you received my order?

An email confirmation of your order will be sent to the email address you have provided us. If you don’t receive an email confirmation, please call Customer Service on 13 37 37.
 

Can I make changes to my order?

You will need to call Customer Service on 13 37 37 to request changes to your order. To ensure no additional charges are incurred any changes must be made before 2.00pm (AEST), one day before the set delivery date. 
There is a possibility that changes may be made in the morning of an order due for delivery that afternoon, however this will be at the discretion of Customer Service, and may incur an additional charge. This will need to be paid in full before the changes can be confirmed in our system. We are unable to make changes and cancellations for orders already prepared and/or in transit.
Please note that during special calendar events (e.g Christmas, Valentine's Day or Mother's Day) and /or Public Holidays Freshflowers reserves the right to not accept changes to any orders.
 

Deliveries

We deliver to most capital cities, territories, metropolitan and regional areas in Australia, however there are some areas within the country which are not covered by our standard delivery service. In these circumstances we will contact and advise you accordingly.
Depending on where the order is going we can not guarantee same day delivery if you place your order before 2:00pm. If you put the location in the "do we deliver in your area?" section at the top of the page the website will tell you what time you have to place your order for same day delivery.
In the case that the order is accepted and FreshFlowers.com.au is unable to deliver to the requested area, our Customer Service Team will contact you to arrange an alternative delivery.


How can I confirm my flowers have been delivered?

Please call Customer Service on 13 37 37 if you would like to know if your flowers have been delivered. It is preferable that you call Customer Service a day after the scheduled delivery date, as we are then able to confirm with our couriers if the delivery was made. Please note we have up until 5pm to deliver flowers to companies and 7pm for residential addresses on weekdays.
 

What happens if I accidentally supply the wrong address?

Please take upmost care to provide us with the correct and up to date address information. If an incorrect delivery address is provided, we take no responsibility. If a product is returned due to the wrong delivery address we can re-deliver but at a cost of $30 - this is to cover the cost for re-delivery and an administrative fee. If a product needs to be re-produced for re-delivery, the product will need to be paid in full again before re-delivery can occur.
 

What if the recipient is not home upon delivery?

It is only when the courier thinks it would be unsafe to leave your flowers that your order will be returned to us. This is a last resort, because our couriers will return the flowers to the point of dispatch and you will be contacted. We can re-deliver but at a cost of $30, this is to cover the cost for re-delivery and an administrative fee. If a product needs to be re-produced for re-delivery, the product will need to be paid in full again before re-delivery can occur.
 

Can I organise a small & specific delivery window?

Please call our Customer Service Team on 13 37 37  to arrange and confirm these special delivery options. Additional payment must be made before the order is dispatched.

Payment options

Full payment is required at the time of purchase, and we accept major credit cards such Visa, Mastercard and American Express you can also pay via PayPal. All prices shown on the Freshflowers website are in Australian Dollars (AUD$).

Are my details secure when ordering online?

Freshflowers.com.au assures that all transactions conducted online are completely secure. Our website uses a system certified to encrypt all of your personal information. If you are concerned about paying for your order over the internet, you can contact our Customer Service on 13 37 37 to pay over the phone.

Cancellation policy

If you would like to cancel your order you must call Customer Service on 13 37 37 a minimum of 24 hours prior to the delivery date. Freshflowers.com.au allows you 100% of your money back, so long as the order has been cancelled 24 hours prior to the delivery date. Orders that are already prepared, dispatched or in transit, cannot be cancelled or refunded.

100% Satisfaction Guarantee

We provide 100% satisfaction guarantee if your flowers wilt within 48 hours of delivery and you’ve followed our simple ‘Freshflower Care Tips’ to look after them, take a photo of your flowers and email us at customercare@freshflowers.com.au or return them to us and we will supply you with new flowers. That’s our guarantee!

General enquiries

Please call 13 37 37 on weekdays between 7.00am-6.00pm and 7.00am-12.00pm Saturdays. Alternatively you can email customercare@freshflowers.com.au

Do you cater to Corporate Customers?

Yes, we provide a wide range of corporate style products for all situations. We can offer Corporate Customers with a variety of payment options and the best way to handle regular orders is to set-up a corporate account. Please contact our Customer Service on 13 37 37 for any account queries or for a customised product quotes. At the moment our Corporate Range is only available in Sydney metro.

Will my flowers look like the picture?

Please be aware that some flowers are seasonal and may not be available in all regions of Australia. A suitable substitution may then be made, and can cause a slight variation on the appearance of the final product. If so, our skilled florists will substitute the unavailable product for one of similar value and appearance, to give you the best possible service and result. In addition, where sundry and packaging type items such as chocolates, teddy bears, bloom boxes, a substitution of equal or greater value will be made. 

Do you provide refunds if I’m not happy with my flowers?

Refunds will be treated on a case by case basis and will be at the discretion of our Customer Service Representative.  If there are any refunds for online or over the phone orders, they are credited back to the original credit card on which the order was purchased. 

Do you cater for weddings?

A wedding is a very special event that requires a much more specialised service therefore we suggest that you contact our subsidiary Wedding Flowers Express who will cater for your wedding needs. Please visit www.weddingflowersexpress.com.au or contact one of their friendly Customer Service Representative on (02) 8778 5353.

Do you have a question not listed?

If you have any questions, please phone one of our friendly Customer Service Representative on 13 37 37 or email us at customercare@freshflowers.com.au.

Do we deliver to your area?

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What is NSW metro?

On occasion we refer to delivery/availability/eligibility within the Greater Sydney Metro area. For our purposes, this is defined as an area bordered by the following: Palm Beach (Northern Beaches), Richmond (North West), Penrith (West), Campbelltown (South West), Heathcote (South).