Delivery Policy

The Flower Factory will deliver flowers and gifts to virtually anywhere in Australia and almost anywhere in the world, where fresh flowers are available. Naturally, our delivery service is subject to local conditions. Delivery is usually available within 24 hours, but occasionally may be longer, depending on time zones and local conditions. Some areas in some countries (including Australia) are classified as restricted delivery areas. Deliveries to these locations may take up to 48 hours.


Delivery in Australia

Delivery within Australia and the rest of the world is not guaranteed on Public Holidays, Saturday after midday or Sundays.

Same day delivery within Australia from Monday to Friday is possible as long as the order is placed before 2pm in the recipient's time zone.

Same day delivery within Australia on Saturdays is possible as long as the order is placed before 10am in the recipient's time zone.

If your delivery is urgent please call The Flower Factory on 1300 356 747 for up-to-the-minute advice on delivery availability.

For more specific information on your delivery, refer to the information below:


Delivery for Funeral Orders

The Flower Factory treat funeral orders with the highest of priority. In order to see the order processed as smoothly as possible please supply the following information in the Address Details or Special Instructions:

  • Full name of the deceased
  • Name and address of the funeral home and name and phone number of a relative will be needed.
  • Date and time of the funeral

Delivery to Hospitals/Nursing Homes

For hospital/nursing home deliveries, please supply The Flower Factory with the recipient's:

  • Full name
  • Ward name or number
  • Hospital name and address
  • Whether the recipient is a patient/resident or part of the staff

For hospital and nursing home deliveries, The Flower Factory recommends sending flowers and gifts that are already arranged in a container. Please note:

  • Do not send loose cut flowers as there are usually limited suitable vases available
  • Do not send large arrangements as space is often restricted
  • Most hospitals do not allow plants
  • Some hospitals do not allow flowers in intensive care or other special care units

Delivery to Ships

For deliveries to ships:

  • Please allow 24 hours for the delivery to be processed
  • The following information is needed to process the order smoothly This information can be included in the Address Details or Special Instructions:
    • Name of shipping line
    • Name of ship
    • Cabin number/deck number
    • Exact time of departure
    • Whether the recipient is a passenger or crew member

Hampers for Delivery within Australia

In the event of any goods being unavailable, we will substitute other goods of equivalent or greater value. Where two prices are listed, the flower and gourmet hampers pictured represent the base or starting value. Choose the higher value and your order will be increased in size/value compared to the image pictured.

  • Cancellations or alterations to orders must be made within 24 hours of ordering.
  • Complaints must be made within 48 hours of delivery, or a claim cannot be processed.

For Hampers for Delivery within the UK/Europe (EU)

Hampers can be delivered to all UK destinations including England, Wales, Scotland, Northern Ireland and the Isle of Mann and the following European (EU) destinations: Andorra, Austria, Belgium, Bulgaria, Channel Islands, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Republic of Ireland, Slovakia, Slovenia, Spain and Sweden.

  • In the event of any goods being unavailable, we will substitute other goods of an equivalent or greater value.
  • Delivery is not available on Saturdays or Sundays (or public holidays). All deliveries will be made Monday to Friday during normal business hours only. Please consider this when placing your order. As our couriers insist on acquiring a signature upon delivery please ensure someone will be available at the delivery address to receive the hamper (delivering to business addresses, where possible, often avoids this issue).
  • Specific timed deliveries are not possible, even with advanced notice. Our couriers are unable to contact the recipient prior to delivery. However, it is important that you provide a contact number for the recipient so we can contact them if delivery is not possible after the first attempt. You may nominate for your gift to be left with a neighbour or in a safe place if required. If no instructions are given the courier will leave a collection card. The recipient will then need to call the courier to rearrange delivery.
  • Deliveries to EU destinations can be held up in Customs and this is completely outside of our control. In these circumstances we are unable to offer any form of compensation for deterioration/damage to goods.
  • Please note that for your hamper to be delivered on the date you have requested you will need to place your order at least 2 working days (48 hours) before for delivery to the UK and at least 3-7 working days before for deliveries to Europe(EU).
  • If you do not place your order within these minimum lead times, every effort will be made to deliver on your nominated date, however deliveries may be made up to 2 working days either side of your nominated date.
  • Cancellations or alterations to orders must be made within 24 hours of ordering.
  • Plates, glasses and other props are not included, unless specifically listed in contents.
  • We guarantee delivery in time for Christmas for all gourmet hamper orders to the UK received by 11:55pm AEST Friday 19th December, 2014. For deliveries to Europe (EU) we need to receive the gourmet hamper orders by 11:55pm AEST Thurs 18th December, 2014. For any orders placed after these dates, we will do our utmost to ensure delivery occurs by Weds 24th December 2014, but can’t be guaranteed.
  • As you can appreciate, Christmas is our busiest time of the year and due to the large volume of orders, we will commence our delivery of Christmas hampers from Friday 12th December, 2014. This means that your Christmas hampers may be delivered a little earlier than requested.

Delivery to Hotels & Holiday Resorts

For deliveries to Hotels & Resorts, please supply The Flower Factory with the recipient's:

  • Hotel or Resort name
  • Room name or number and address
  • Whether the recipient is a guest or part of the staff

Delivery on Public Holidays

Please be aware that The Flower Factory cannot guarantee delivery on Public Holidays, as most florist shops are closed.


Mother’s Day 2017

 

Guaranteed Delivery

The Flower Factory guarantees delivery of Mother’s Day orders that are placed prior to 3.00pm (AEST) on Saturday 13 May 2017.

The Flower Factory will make every effort to deliver orders placed after the guaranteed cut-off time of 3.00pm (AEST) on Saturday 13 May however, in some cases, delivery may not occur until Monday 15 or Tuesday 16 May 2017.

Please note that deliveries to some remote or regional areas are not covered by this guarantee. Please contact The Flower Factory Customer Service Centre on 1800 736 677 for information regarding deliveries to remote or regional areas.

Due to the availability of couriers in some areas, in order to have your order delivered for Mother’s Day, deliveries may be made on Saturday 13 May 2017.

For deliveries to retirement villages or similar, which in many cases are secure locations, deliveries may be made on Friday 12 May 2017.


Substitutions

Due to the large volume of orders placed for delivery for Mother’s Day, The Flower Factory reserves the right to make substitutions to the requested arrangement style in order to ensure that your order is delivered, particularly for orders placed after 10.00am on Saturday 13 May 2017. All substitutions will be made with appropriate products to the same value or greater value than the original order.


Order Alterations

As off 11:59pm (AEST) on Friday 12 May 2017, The Flower Factory is unable to effect variations to orders for delivery for Mother’s Day, Saturday 13 May and Sunday 14 May 2017. These variations include changes to delivery addresses, changes to card messages, changes to the originally requested product and changes to the recipient’s name.


Order Cancellations

As off 11:59pm (AEST) on Friday 12 May 2017, The flower Factory is unable to accept cancellations to orders for delivery for Mother’s Day, Saturday 13 and Sunday 14 May 2017.


Delivery Policy when the recipient is not at home to accept your gift

In situations where a recipient is not at home to accept your gift, our couriers will leave the item in a secure location if available at the delivery address.

Where a secure location cannot be identified, our couriers will leave a “not at home” card in the letterbox of the delivery address advising your recipient to contact the delivering Flower Factory florist and the item will be returned to that florist.

In this instance, The Flower Factory is unable to guarantee that a re-delivery will be able to be made over the Mother’s Day weekend.


Delivery Details

Accurate delivery details assist our florists and couriers to have your order delivered for Mother’s Day. Please ensure that you check your order confirmation email to ensure that the name and address details entered into your order are complete and correct.


Specific Timed Deliveries

The Flower Factory is unable to guarantee specific timed deliveries for Mother’s Day weekend, Saturday 13 and Sunday 14 May 2017. Requests for specific delivery times will be noted and every attempt will be made to meet these requests however we are unable to guarantee these requests.

Deliveries on both Saturday 13 and Sunday 14 May 2017 will occur between 9.00am and 6.00pm.


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