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Refund & Returns Policy

At Flower Me Softly, all concerns regarding refund and returns are treated on a case-by-case basis. It is critical to note that flowers are organic and natural product and will have to be cared for according to their environment indoors and outdoors. Once the flowers are dispatched and on their way to recipient, they might get a little thirsty and must be cared as per the instructions below. Following are our refund and return polices explained in detail.

Flower Satisfaction

Our best effort is to avoid stocking flowers more than two days, we source our flowers fresh daily based on our order levels. This enables us to send you fresh blooms. However, if you’re not completely satisfied with your flowers, please contact us via phone or email. If our staff, delivery drivers or any other mistake on our part has caused the issue, we will try our best to resolve it.

Incorrect Order or Delivery Address

If you make an error while completing your order on our website, please contact us as soon as you realise that you have made a mistake, it can be incorrect address, delivery date, wrong colour or size etc. We will be happy to make changes for you up until the order is dispatched.

If the flowers have reached their destination and we find that you have provided wrong information, a redelivery fee (depending on your suburb) + $20 admin fee will be charged.

If we notice the error, we will make all efforts to contact you, if you are not available and do not respond to our messages/calls, we will proceed with the order and assume that you have provided correct details.

Safe to leave?

Unless it is specifically mentioned in the order notes that it is unsafe to leave the flowers in absence of the recipient, we will leave the flowers in shaded cool area. If the day of delivery has exceptionally high temperature, we will leave it within a water container.

No refund or returns will be provided, if the recipient doesn’t attend the flowers and FMS will not be responsible.

Cancelling orders

If you need to cancel your order, please contact us asap and we will provide a refund in exception of following

If the order has already been delivered or reached its destination, we cannot provide a refund.

If your order is already on its way with the delivery team, we will charge you a 60% cancellation fee. For orders under $30, you will not be charged a cancellation fee, provided the order is not dispatched already.

You will not be charged a cancellation fee if you cancel the delivery by midnight (AEST), the night before.

Substitutions

From time to time, flowers may not be available as per your order. As soon as we get stock levels from our suppliers and if the substitution is significant, such as colour or different type of flower, we will endeavour to contact you via phone as priority and then email, to inform you and provide you with a substitution. It is recommended to get back with an answer as soon as possible, if we don’t hear from you, we will assume you have accepted the changes communicated via phone or email.

We also try our best to ensure our arrangements are close to image on the website, with exceptions for mixed bouquet, which is a selection of flowers by our floral designers.

Post-Delivery Care and Satisfaction

Due to flowers arrangement and simple flowers being organic in nature it is critical you contact us within 36 hours of flowers being delivered. It will help us to find out what has gone wrong and how we can resolve the issue.

If you are not happy with your flowers, we request you to take a picture and send it to us. If flowers are deemed to be of poor quality or incorrect, FMS will resend the flowers. If redelivery is not appropriate or not possible we will be happy to provide a refund.

If the flowers are not cared for properly i.e cut stems, add flower food, changing water daily and stored in a cool place away from sunlight or air conditioning, FMS will not take responsibility. Flowers usually arrive thirsty and it is recommended to put them in water as soon as you receive them.

If we don’t hear from you within 36 hours of receiving the flowers, we will not be able to return/refund for the order.

Delivery Charges

We will not be able to provide refund for delivery, you have provided an incorrect address or want the order to be redelivered because no body is present to collect the order. A subsequent delivery fee + $20 admin fee will be charged if this is required.

Replacements & Returns

In case of replacement being organised and confirmation of an issue with flowers, we may require the original order to be returned to ascertain what went wrong. We will pick up the original order at the time of redelivery. FMS will bear the cost of returns and redelivery.

If the flowers are not accepted by the recipient and requested to be delivered to the sender, we will charge you a fee from the recipients address to sender’s address.

Refunds Processing

Refunds will be processed back to the account or means of payment you used to pay for the order. Refund may take up to a week to reflect into your account. Once a refund has been processed it take up to four working days for the refund to appear in your account.

If you have any question about our refund policies, please contact us.

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