Terms and Conditions - Monash Flowershop

Terms and Conditions

Terms & Conditions

DELIVERY POLICY

Delivery is between 9 AM to 5:00 PM for business addresses and between 9 AM to 8PM for residential addresses on the specified day. Cut off time for Same Day Delivery is 2PM in the recipients' time zone. We dont deliver on Saturday, Sunday and Public Holiday except with 24 hours prior notice. However, same day delivery on Weekends, Public Holiday and busy days like Valentine’s Day and Mothers Day $5 surcharge may apply.

Free Delivery Specials: Free Delivery Specials means you want to deliver on specified time and date. Delivery on specific time must be ordered 36 hours in advance (Tuesday - Friday). if ordered is made less than 36 hours, fee of $10 may apply.

Business Hours: Our business hours are 9am - 9pm 7 days a week, Free Shipping order must be placed before 2pm to ensure the same day delivery..

Delivery procedure. Residential addresses: Customer advises the recipient to be present at the time of delivery. If nobody will be available upon delivery, please provide us with instructions on how to act in this case. If no person is present to accept flowers at the location, we will leave flowers by the door. As for the business addresses, If recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day.

Next Day Delivery. Orders placed after cut off time will be delivered the next available day as described in our delivery policy

We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date.

Return Policy
We always want our product to be delivered on time, in the best shape with no damages, always.  However, if customers are not satisfied there are policies in place to accommodate them. Due to the perishable nature of our products, we only accept complaints regarding quality up to 7 days following the delivery date.

Hospital Delivery: We dont deliver to the bed rooom, we leave the flowers in the receptions of the relevant wards.

We always make best efforts to obtain information from the hospital that the patent/flower recipient is not discharged from the hospital address the customer gives us. However, if the patient/ flower recipient is discharged on the day we deliver the flowers, we give the customer options to instruct us to deliver the flowers to the personal adress of the patient with extra delivery fee if outside the locations of free delivery area or pay us the 50% of the flower price.

 

Damaged flowers. If customer receives damaged flowers, the customer send a picture of the received arrangement to us with the order number within 24 hours, we will resend a new product free of charge. 

Product Received is Not the Product Ordered: Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfil the order as closely as possible to the product photos and descriptions. But in some cases we may not have some items in stock due to production volume variation.  Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the product customers choose. The fresh flowers used should be similar in style, colour, and most importantly value.

Incorrect Address: We are not responsible for any incorrect addresses information. In the case where an incorrect delivery address is provided, we will charge an additional delivery fee of $10 for re-delivery. Due to the perishable nature of flowers, failure to provide the correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or an additional charge for the cost of flowers if customers wish to proceed with delivery.
 

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order. A $10 administration fee will apply for any changes and updates requested after this 1 hour period.

Cancellation: Customers may cancel their orders.  Cancellation fees will apply.
- $25 if cancelled 36 hours before delivery

- we are unable to cancel orders that are already prepared, or, are with our courier for delivery.

SUBSTITUTION POLICY: Due our order volume fluctuation, we reserve the right to substitute with similar product of greater value.
 

Rules for substitution
* Flowers
In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.

* For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another colour.