Refunds are not available, only replacement roses can be provided.
Refund do not apply for non-delivery since tracking is provided and the sender is ultimately responsible for detailing the relevant delivery information and ensuring the recipient will be at the destination provided. In the instance a fresh re-send is requested, 50% of the cost of the total retail value (inclusive GST) will be incurred since roses are perishable items.
Refunds do not apply for issues around quality control where the recipient should take proper care of the Roses, in the instance, proper care has been given and images have been provided as evidence within a 5 day period to show the Roses in bad condition, replacement roses will be provided. Please call us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right.
We are unable to refund any orders which are placed for special occasions (Valentine's Day, Mother's Day & Christmas Day) and all promotional & discounted orders.
Our early bird prices are the best rates we can offer pre-valentines. From the 7th of February, our prices increase since there is a huge demand for roses, and we find that costs from the best producers can nearly triple, which has an impact on our gift boxes. We don't want to compromise on our quality finish, so we want to make sure our returning customers know the reason behind the price differences for our Valentine's collection. No discounts can be offered/redeemed during the valentines period, which commences 1st February - 16th February.
In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. In this instance, complimentary chocolates will be gifted to your recipient.
In the highly unlikely event that the recipient receives a totally incorrect order (i.e. red roses instead of pink roses) or missing items, a photo of the roses must be taken in its original box and emailed to us by clicking on the Contact Seller link in your original order confirmation email. Once this is confirmed, we will resend the box of flowers at the earliest delivery time possible for the day.
Please note that since our roses are packed with individual water pouches per rose to ensure longevity, leakage may occur.