Our guarantee
Refunds & returns
Fresh flowers can’t be returned like a jumper — but if something isn’t right, we’ll always put it right. Here’s exactly how, and how quickly.
We want you to be genuinely happy with what arrives. Because fresh flowers are perishable, they can’t be returned and resold like a normal product — so instead of a returns process, we offer a straightforward guarantee: if the flowers aren’t fresh, aren’t what you ordered, or don’t last, we replace them or refund you.
No arguing, no hoops. Send us a photo and we’ll sort it out.
Our 7-day freshness guarantee
Every arrangement is made from flowers bought that morning at the Canning Vale markets, conditioned in our workroom and delivered hours later. With basic care, your flowers should stay beautiful for at least seven days.
If they wilt or fade noticeably within that first week, we’ll replace the arrangement free of charge or refund you — whichever you’d prefer.
Basic care means: fresh water every couple of days, stems trimmed on an angle, and a cool spot away from direct sun, fruit bowls and air-conditioning vents. Flowers left in a hot car, a sunny windowsill or without water aren’t covered — that’s heat, not quality.
How to make a claim
Take a photo
A clear photo of the flowers as they are. This helps us see the issue and take it up with our growers.
Send it within 48 hours
Email or call us with your order number and the photo. Same-day contact is best for delivery issues.
Choose your outcome
Once confirmed, you pick: a free replacement delivery, or a full or partial refund to your original payment method.
Email [EMAIL] or call [PHONE_DISPLAY], Monday to Saturday. Please include your order number so we can find the delivery quickly.
What’s covered
We’ll replace or refund
- Flowers that arrive damaged or broken
- Flowers that aren’t fresh on arrival
- Flowers that wilt within 7 days with proper care
- The wrong arrangement delivered
- A substitution that didn’t match the style, colour or value ordered
- Non-delivery, or delivery to the wrong address through our error
- A delivery that missed a time we’d agreed to (a funeral service, for example)
Not covered
- An incorrect address or recipient details entered at checkout
- Flowers left in heat, direct sun or without water after delivery
- Normal wilting after the 7-day guarantee period
- Minor natural variation between stems in a handmade arrangement
- A change of mind after the arrangement has been made and dispatched
- Issues reported more than 48 hours after delivery, where we can’t verify condition on arrival
Delivery problems
Different situations are handled differently — here’s where you stand:
Changes and cancellations
Plans change. Contact us before 4 PM on the day before delivery and we’ll change the delivery date, address or card message, or cancel the order entirely, at no charge.
Once an order has been arranged and loaded for delivery, it can’t be cancelled — the flowers have already been cut, conditioned and made up specifically for you, and can’t be resold. If circumstances have genuinely changed, call us anyway; where we can help, we will.
How refunds are processed
Approved refunds go back to your original payment method — we can’t refund to a different card or account. Once we process it, funds typically appear within 3 to 5 business days, though the exact timing depends on your bank.
Partial refunds apply where only part of an order was affected — for example, if one arrangement in a multi-item order had an issue, or where a delivery fee is refunded but the flowers were fine.
Corporate and event orders
Weekly office flowers, event work and large orders are handled under the terms agreed at the time of booking, which may include a deposit and a different cancellation window. If you’re unsure what applies to your account, get in touch and we’ll confirm it in writing.
Your rights under Australian Consumer Law
Consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law. The guarantees we offer above are in addition to those rights, not instead of them.
If you have a concern we haven’t resolved, you can contact Consumer Protection WA or the ACCC for advice.
Still have a question?
The quickest way to sort anything out is a phone call during opening hours. You can also read our substitution policy if your question is about a flower that was swapped, or our delivery information page for timing and delivery-area questions.
Last updated: [DATE]
Refund questions, answered
Can I return flowers if I change my mind?
Fresh flowers are perishable and can’t be returned or resold, so we don’t accept change-of-mind returns once an arrangement has been made and dispatched. If you contact us before 4 PM the day before delivery, we’ll cancel or change the order at no charge.
What do I do if my flowers arrive damaged or not fresh?
Take a clear photo and contact us within 48 hours of delivery with your order number. Once we’ve confirmed the issue, you choose between a free replacement arrangement or a full or partial refund to your original payment method.
How long do I have to report a problem?
Please report quality or delivery issues within 48 hours of delivery, while we can still verify the condition on arrival. Our seven-day freshness guarantee applies for the full week, so if the flowers wilt on day five with proper care, contact us then.
Do I need to send a photo?
Yes, for quality issues. A photo lets us see the problem straight away, resolve it without back-and-forth, and raise it with our growers. You don’t need to return the flowers themselves.
How long does a refund take?
Once approved, refunds are processed to your original payment method and usually appear within 3 to 5 business days, depending on your bank or card provider.
What if I entered the wrong delivery address?
A delivery completed to the address supplied isn’t refundable, as we delivered exactly as instructed. Contact us as soon as you realise — if the flowers can be retrieved we’ll arrange a redelivery, though a redelivery fee applies.
What if nobody was home when you delivered?
We leave the flowers in a safe, shaded spot or with reception and send you a photo showing where they were left, so this counts as a successful delivery and isn’t refundable. If there was no safe place to leave them, we contact you before deciding.
My flowers wilted after three days — is that covered?
Yes, if they were cared for normally — fresh water, trimmed stems, and kept out of direct sun and away from fruit. That falls within our seven-day freshness guarantee, so we’ll replace them or refund you. Flowers left without water or in heat aren’t covered.
Can I get a refund because the flowers looked different to the photo?
Handmade arrangements vary slightly from the photo, and we substitute stems when needed while keeping the same style, colour and value. If a substitution clearly didn’t match what you ordered, contact us with a photo and we’ll replace or refund it. See our substitution policy for how substitutions work.
Can I cancel an order after it’s been placed?
Yes, at no charge if you contact us before 4 PM the day before delivery. After that point the flowers have been made up specifically for your order and can’t be resold, so the order can’t be cancelled.
Do refunds affect my rights under Australian Consumer Law?
No. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, including a replacement or refund for a major failure. Nothing in our policy limits those rights — our guarantee sits on top of them.
Something not right?
Call us and we’ll sort it out today — no forms, no waiting on email.