Terms & Conditions

• Product disclaimer

flowers alley is working very hard to make sure all of our floral products are identical to the photos on our website. We have high quality standards, and sometimes due to supply difficulties such as seasonal flowers, wrapping and containers supply, we will do our best to substitute some of the flowers/ wrapping and containers with similar style and equivalent values to match. We will also try to contact you regarding some major substitutions.

• Ordering and delivering policies

  Online order delivery minimum amount is $35. We deliver all orders Monday to Saturday except public holidays. Each order has 1 delivery fee and it means it includes 1 trip to the confirmed delivery address.  For same day delivery cut-off time is 12pm (Melbourne time). Orders placed before 12pm we guarantee to deliver on same day or the date you selected. Same day delivery can and means your order will be delivered anytime between 8am-7pm on your selected date. For any specific delivery instruction, please check with us before you place an order. All deliveries for Valentine's Day and Mother's Day cannot be scheduled by a selected time frame. Deliveries may arrive anytime between 8am - 7pm.
  By agreeing with our delivery policies, you agree with our couriers to leave your order at a safe place if the recipient is not home. Circumstances such as if we couldn't find an appropriate place to leave your order, alcohol product included in your delivery but no one answers the door, delivery address is incorrect, scary dogs or other animals may attack our couriers, or recipient is not home for the next few days ...etc., please understand your order will return to our warehouse at Cheltenham and an additional redelivery and handling fee will be charged.
  For business deliveries, we'll make sure it will be delivered by 5pm. In the circumstance of after business time, we will deliver your order on the next business day.
  For hospital deliveries, please provide a detail information such as hospital name, recipient name and contact number, ward number/ room number, and in which section. Please also make sure the person has not been discharged. Flowers alley does not take the responsibility if the hospital doesn't accept flower deliveries or the patient has been discharged.

  Delivery areas

  We deliver your online flower orders within most of metropolitan zone and some parts of urban zone - Dandenong, Frankston and the Mornington Peninsula areas. If you wish to deliver your order anywhere that is over this range, please contact us to discuss your needs.

• Returns and refunds

Flowers and plants sold on our website are natural products and we can't predict the life span of each flowers and plants as there are many conditions that will impact their longevity, such as environment temperature, seasons, and other unpredictable reasons. We encourage customers to follow care instructions of cut flowers and plants.

If you are not satisfied with your order regarding the freshness, please contact us within 24 hours after your order has been delivered. We request customers to send clear photos for our reference and keep the original item so we can ensure the replacement can be satisfied. Once the flowers has been delivered, we accept returns within 2 days and by contacting us for more details to either replace the damaged item or return.  

We request all returns or refunds to keep the original product. We will schedule a courier to collect the product back to our warehouse so we can keep a record. 

However, we don't accept returns and refunds based on change of mind or design, or without any clear photographs of the original item.

• Refunds

flowers alley is happy to provide a refund credit of the product value to your account, or amount to you. Delivery fee is not refundable once the order is delivered.  

• Using our website

Please view our privacy policy.

• Cancellation of an order

If you wish to cancel your order, please contact us as soon as possible. 

We accept your cancellation 1 day before your selected delivery date and refund a amount totalling with cancelling fee.

Notice given on the delivery date for cancellation will not be accepted once the flowers are being made or is onboard with our courier. If we have not made your order, in that case we will refund you 50% of your order amount credit to your account on our website.

All cancellations will be charged an additional cancelling fee $15.

• Purchase alcohol