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TERMS AND CONDITIONS
ORDERING AND PAYMENT
Payment may be made by any of the methods indicated on the payment page of this website and will be debited when you submit your flower order. When you submit your Sydney flower delivery order by clicking on the ‘Submit my order’ button, you are consenting to be bound by our terms and conditions contained in this website.
For your order to be processed and delivered on the required date, you must supply us with all the relevant details requested, including full Sydney delivery details, post code and telephone number of recipient. Your flower order will only be processed if full payment details are given.
Your Sydney flower delivery order will be acknowledged via email confirming all details once you have entered a correct email address and payment has been received. We will also email you a delivery tracking number for any future correspondence regarding the delivery of this order. Once you receive a confirmation email, we ‘The Flower Studio’ Sydney are bound by contract with you to acknowledge your order.
PERSONAL MESSAGES
You are entirely responsible for any text or other material which you post or send on the message system. The Flower Studio Sydney accepts no liability for any such content.
We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send or display messages and may terminate your order at any time and without liability in the event of any such objectionable message.
CHANGES TO YOUR ORDER
If you wish to change your Sydney flower delivery order, please do so via the ‘Contact Us’ area of The Flower Studio website. We will always do our best to make last minute changes for you, but we can only guarantee changes (including to the delivery address and card message) that have been requested at least 12 hours before dispatch. Flower orders placed or cancelled on Sundays or public holidays will be treated as having been received on the following working day.
For peak season deliveries such as Valentine's and Mother's Day, we are unable to accept changes to any processed order within 72 hours of the intended delivery date.
We reserve the right to change all or some of the contents or packaging with an item of equal or greater value without notice.
CANCELLING YOUR ORDER
Flower orders can be cancelled up to 48 hours before the intended Sydney delivery date. You can cancel your order via the ‘Contact Us’ area of The Flower Studio Sydney website. Please note if you cancel your order within 12 hours of dispatch, you will be charged a 50% cancellation fee.
You are entitled to cancel a payment at any time where fraudulent use has been made of your credit card by another person not acting on behalf of you or as your agent.
REFUNDS
If you are not completely satisfied with your bouquet or flower arrangement, please email creativeteam@theflowerstudio.com.au quoting your delivery tracking number and/or recipient’s full name and Sydney address. In order for us to resolve any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within one day of the date of delivery.
Should your flowers perish within three days of the delivery date and we are satisfied that all care instructions provided have been followed, The Flower Studio will organise for a replacement bouquet to be sent to the original address. To assist with quality control, The Flower Studio will collect the original bouquet upon delivery of your replacement bouquet. Regretfully, we cannot arrange a replacement of fresh flowers if the original flowers are disposed of, thereby making them unavailable for our designers to assess the cause of the problem. All refunds for orders placed online are credited back to the original credit card on which the order was purchased.
PAYMENT PROBLEMS
Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we have received your Sydney flower delivery order, we will need to take payment over the phone. We will email or call you as soon as possible. If you receive a message telling you that payment has not been validated, please contact a member of our team on 1300 791 841 immediately to ensure your order is delivered on time.
Owing to time differences, payments made out of Sydney office hours, or problems getting hold of you via the contact details you have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.
DELIVERY
We deliver flowers in Sydney Monday to Friday between the hours of 9am and 6pm. With the exception of special dates such as Valentine’s day and Mother’s day, our delivery service is not available on Saturday, Sunday or public holidays.
We guarantee that your flowers will be delivered between 9am and 6pm on the date of delivery, however we cannot specify time of delivery.
DELIVERY-RELATED PROBLEMS
Under normal circumstances, we will do our best to ensure that your Sydney flower delivery order is delivered to the recipient's address on the date requested when placing your order. There are times however, when this is not possible due to problems with the address information provided or unforeseen obstacles encountered by our drivers whilst attempting delivery.
You can help us to deliver your flowers successfully by ensuring that we have the correct Sydney address and postcode of the recipient and by providing any additional instructions to help our drivers locate difficult-to-find addresses.
In order for us to resolve any delivery issues at the time of delivery, it is very helpful if you supply the following contact information when placing your order, as it means we can contact you or the recipient to ensure a successful delivery:
- Your telephone number
- Your contact email address
- Recipient’s telephone number
If you don't provide this contact information, we might not be able to resolve any delivery issues in a timely fashion. Please note that delivery drivers are not able to contact customers or recipients while they are out on delivery. We are also not able to contact drivers directly due to laws regarding the use of mobile phones whilst driving.
In the event that we are not able to deliver your order due to a problem such as an incorrect Sydney delivery address provided by you, or the recipient no longer lives at the Sydney delivery address, The Flower Studio Sydney will not be held responsible for any failed deliveries. Please note that we may not receive information from our courier regarding a failed delivery until some time after its occurrence.
At the time of order placement, you must check that the recipient delivery address and postcode is valid. If we are subsequently unable to deliver owing to an incorrect address, we reserve the right to charge you in full a second production and delivery fee to the correct address. We are not responsible for any other costs incurred by the customer due to failed deliveries.
If the recipient is not available when we attempt delivery, we will:
(i) follow any delivery instructions you provide at the time of flower order placement - given the likelihood of the recipient not being in when we attempt flower delivery, we recommend that delivery instructions are provided for all orders placed via our website.
(ii) attempt to leave the order securely on the premises (if we feel this is appropriate and unless you request that we do not do this) - our driver will leave a card stating attempted delivery was made. The card will be our proof of delivery. Please note that we are not liable for any theft of goods left securely on the property.
If our driver is unable to deliver the order using one of the options above, as soon as we are informed of the problem (which may be some time after the attempted delivery), we will contact you via phone or email to inform you of the problem. We are not responsible for any other costs incurred by you due to failed deliveries.
In rare circumstances, our drivers are unable to deliver an order. This may be due to problem with the delivery vehicle. We ensure that these occurrences are minimised, but in the event that we are unable to deliver the order owing to circumstances that are within our control, we will contact you immediately via email or phone to arrange a redelivery and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off a future purchase from The Flower Studio Sydney. No other form of compensation is provided. If we are unable to contact you, we will arrange a redelivery at the next possible opportunity. Please note that this may not be possible on the date of the original delivery.
DELIVERING TO AN ALTERNATE ADDRESS
If delivery fails, it may be possible for our courier to deliver the original flowers to an alternative Sydney address. Please note that this is not guaranteed and redelivery may not be on the day of the original delivery. We reserve the right to charge a redelivery fee and this must be paid before delivery takes place.
DELIVERING TO BUSINESSES, HOSPITALS, UNIVERSITIES
In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.
To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, ward, floor number, etc.
In the event that delivery to the recipient in hospital is not possible (for example, if they can't be located, or have been discharged from the hospital), we reserve the right to charge an additional production and delivery fee (of up to the full value of the original order) for the redelivery of fresh flowers to an alternate address. If you decide to cancel the order instead of arranging a redelivery, no refund will be made.
Due to the size of Sydney university campuses, it can often be difficult to locate recipients at universities. We are therefore not able to deliver to recipients themselves and will always deliver to the university post room or reception. Please ensure that you include enough information for the post room/reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at Sydney universities as we have no control of the delivery once it reaches the post room/reception.
In the event that a delivery made to a Sydney business address between 9.00a.m and 6.00p.m fails owing to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery fee for any subsequent redelivery. If you decide to cancel the flower order instead of arranging a redelivery, no refund will be made.
REFUSED DELIVERIES
Occasionally when we try to deliver to the recipient address, the flowers may be refused and our courier is not given any reason for the refusal. We will not accept responsibility for this refusal or any costs incurred relating to redelivery to an alternate address. We therefore recommend that you enquire whether flowers can be accepted at the delivery address prior to placing your order.
FLOWER AVAILABILITY AND SUBSTITUTION
All products contained in this website are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality.
DAMAGED FLOWERS
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
- redelivery on the next available delivery date, or
- a full refund
CUSTOMER AND RECIPIENT PERSONAL INFORMATION
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. We value your privacy and will never release or sell your private information. For more information, please see our privacy policy
PRIVACY POLICY
The Flower Studio Sydney takes the security and privacy of our customers and users of this website very seriously. Please read the following privacy policy to understand how we use and protect the information that you provide to us.
The Flower Studio Sydney online store complies with the Privacy Act 1988. This privacy policy describes the information we require and how we use it.
When you place an order with The Flower Studio Sydney we need to collect personal information to accompany the receipt of purchase. This includes your name, mailing address, email address, contact details and credit card information. For increased security, your credit card details are not stored on our web servers.
USE OF PERSONAL DATA
Your information is used only by The Flower Studio and we collect your personal information so that we may:
- Provide you with flower products or services that you request
- Advise you when we are experiencing difficulty in fulfilling your request
- Help you with any inquiries
- Offer you any additional products and services
We will email you your Sydney flower delivery order confirmation and delivery tracking number to the email address you supply to us. We also send you an email newsletter with information on special discounts, promotions, updates on new products and exclusive offers that we run from time to time if you wish to subscribe. You can unsubscribe from this mailing list at any time.
Where you supply us with third party personal information so that we can complete a delivery to that third party, we will not use this third party personal information for any purpose other than to carry out the delivery, except that we may contact such third parties in the future to check if they are satisfied with our service and ask if they are interested in receiving further information from us about our products and services.
Your personal information is password protected and you can view details of your account online at any time via our secure server. Should you wish to update these details, or be removed from the database, you can do so via the ‘Contact Us’ area on our website.
Disclosure
The Flower Studio does not, unless required by law, disclose personal information to other organisations.
Failure to provide personal information
If requested information is not provided, The Flower Studio may be unable to complete a transaction, or it may delay the delivery of your order.