Satisfaction Guaranteed Every Time

If there is any mistake on our end that causes you to not be completely satisfied, we’ll offer to make it right. If you are not quite happy with your floral order or delivery, kindly get in touch with us.

Mistakes During Ordering

Mistakes do happen; we understand! Therefore, if you accidentally order an extra item or enter the wrong delivery date, please contact us as soon as possible and we will be pleased to make the necessary changes for you until the order is prepared for the delivery driver to pick up.

Sometimes we’ll see what seems to be an error, and in such case, we’ll try to contact you to clarify your order. If we are unable to reach you or don’t hear back from you before the item is given to our delivery driver, we will assume the order is accurate and send it as requested.

Canceling Orders

To cancel an order, please get in touch with us right away. If all of the following requirements are met, we will be able to provide a complete refund:

Items that have previously been delivered cannot be returned or cancelled once they have been delivered.

If your order is already onboard with the courier you will be charged a cancellation fee equal to 50% of the order total so that we can recover delivery costs and cost of goods sold.

After Delivery

In order to figure out what might have gone wrong, time is of the importance because the majority of our products—including flowers, flower arrangements, and plants—are organic. Therefore, if you have any reason to be concerned about the quality or health of the flowers you received, you must get in touch with us as soon as possible—preferably within 24 hours after delivery. This allows us to diagnose the potential issue and assess an offer of replacement.

You will be asked to send a photo of the flowers after contacting us to express your concerns so that we can determine what might have gone wrong.

We will provide a replacement to be sent out if it is determined that the flowers supplied were the incorrect item or of poor quality. If a replacement is not appropriate in a particular instance, we shall determine whether to issue a full or partial refund in its place. In certain circumstances, Flur Floristry will pay for a second delivery.

We will not be able to issue a refund if the flowers were not properly cared for upon arrival (cut stems, constantly topping up water, stored in a cool place away from direct sunlight or air conditioning). In contrast, if there are a few stems that droop but the rest appear to be fine, it’s possible that they are part of a bad batch, in which case we’ll be happy to send a replacement. Normally, if flowers haven’t had enough water, all the heads of the same type of flower, for example, roses, will droop at the same time.
Unfortunately, if you don’t try to contact us within 12 hours of your order being delivered, we can’t accept returns or give refunds for claims of poor quality.

Delivery Charges

If you submitted inaccurate delivery information, we are unable to issue a refund for delivery. If you provide incorrect details and a subsequent re-delivery is required, you may be charged an additional delivery fee equal to the amount of the new delivery suburb cost.

Replacements and Returns

If a replacement arrangement is issued, we might ask for the original order to be sent back so we can figure out what might have gone wrong. This will be picked up concurrently with the arrival of the replacement item. We  will cover the cost of both the replacement and the returned item’s delivery.

The buyer will be responsible for paying an additional delivery fee equal to the amount of the delivery cost for the suburb the item is being picked up from in the event that they ask us to pick up and return the item for reasons other than those mentioned above, such as in the case of an unwanted gift. Here you can examine the delivery charges.

We reserve the right to require that the flowers be delivered back to us for examination in the event that a refund will be given. In this situation, we will cover any pickup and delivery costs related to sending the item back to us. 
You will be charged a delivery cost equal to the amount charged for delivery to the suburb the item is being picked up from if we do not believe it necessary for the item to be returned but you still want us to collect it. Here you can examine the delivery charges.

Refund Processing

Refunds can be made using Western Union. The amount will be sent with the transfer fees already deducted.