100% HAPPINESS GUARANTEE
We promise to make sending and receiving our floral arrangements and gifts a joy. So, if something is not 100% perfect, our Customer Delight team will always go the extra mile to make it right.
CUSTOMER SERVICE
Florist on Wheels is committed to providing its customers with an exceptional level of customer service. In addition to providing the world’s finest, hand-picked, high-quality flowers, we are committed to ensuring that every aspect of your online experience is world-class.
FLOWER VARIETIES
Flowers come in all shapes and sizes. That is one reason why they are so loved. Some varieties open fully while others stay closed. Some are fragrant, others are known instead of their beauty and elegance.
Please note that the colour of the flower arrangement may be slightly different from the images on the website. That’s because every day our experience florists choose the finest flowers available for that day, no matter where in the world they come from. Farms, trees, light, seasons are all different in colour.
Some flowers are seasonal. Some flowers may be replaced with seasonal flowers as needed.
FLOWER CARE
Of course, flowers are a natural and perishable product. They respond instantly to indoor and external weather conditions. With our professional experienced florist, we choose each flower in our hands and provide our customers with only the freshest and highest quality flowers. We try to minimise the number of changes in condition which can reduce the longevity of our flowers. Once they are dispatched this is out of our control, so each floral arrangement arrives with care instructions to help you look after them.
Please follow the instructions thoroughly to ensure maximum life of your flowers. The heat and humidity we can have in some States mean that this is especially important to avoid early wilting. We recommend changing the water in your vase daily. Air conditioning, extreme heat and changes in climate can all have an adverse effect. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers.
REPLACEMENT POLICY
Your flowers should last at least 3 to 5 days. All our flowers come with care instructions to help you make the most of them. If you find that despite following these instructions, your flowers will wither within 2 days, please provide 2-3 pictures of flower arrangements close and distant on the vase and send an email to sales@floristonwheels.com.au or Call: 02 9682 6497. In the images provided in the evaluation, if we can see that they are dead despite being properly cared for, we will be happy to replace them. Unfortunately, if the flowers are discarded without taking pictures, we will not be able to replace them. Any email received 3 days after the delivery date will not be accepted. Any complaint about your order must be reported within 3 days of delivery.
CANCELLATIONS
If you need to cancel an order within 2 days of the delivery date, we can provide a credit note based on the value of your order.
If you change your mind about your order, unfortunately we cannot provide a refund, but we can provide credit note.
REFUNDS
Refunds do not apply to non-delivery / minor errors (such as incorrect card information), because the sender is ultimately responsible for specifying the relevant card / delivery information and ensuring that the recipient will be at the destination provided. In the case of a resend request, since the flowers are perishable items, they will generate 50% of the total cost of the retail value (including GST).
Refunds also do not apply to quality control issues where the recipient needs to take good care of the flowers. For example, if proper care has been taken and pictures have been provided within 3 days as evidence that the flowers are in poor condition, replacement flowers will be given. If you have a problem with your order, give us a call and speak to our friendly staff. We may have several ways to solve the problem, and if we are below the usual standards of excellence, we will do our best to get things done.
Refunds are not available, only replacement flower arrangement can be provided.
DELIVERY
We are not responsible for delivery if the recipient is not at the specified destination and there is no place to safely place the floral arrangement. No refund will be given in this case.
Please tell us where to put the flower arrangement/gift if the recipient is not there at the time of delivery (keep it in a safe place/call the recipient).
If in the instance the flower arrangement is left at the safe place, at this point, we take no liability for the delivery of your flower arrangement. If in the unlikely instance your flower arrangement cannot be found, we accept no responsibility and are unable to provide a refund since flowers are perishable items, we would have done our best to contact the sender and or the recipient.
50% of the cost of the total retail value (inclusive GST) will be incurred in the instance a fresh re-send is required since flowers are perishable items.
MINOR ERRORS
In the event of minor 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 (ie red roses instead of pink roses) or missing items, a photo of the floral arrangement must be taken in its original condition and emailed to us at sales@floristonwheels.com.au Once this is confirmed, we will resend the box of flowers at the earliest delivery time possible for the day.