If your selected flowers are un-available or out-of-season we will substitute for the closest possible match to keep the look of the flowers within the style you have chosen. Images found on this site are used as guides only and may not be exactly the same as the final product.
Delivery
Same Day Delivery: Orders must be received by 1pm. Cut off time for same day delivery (today) is 1pm Monday-Friday. Saturday deliveries cut off is 12pm we don’t deliver in Sunday’s with the exception of Mother’s Day, Valentine’s Day and Christmas Eve. Orders placed after these times will be delivered the following day. No deliveries will be made on a public holiday.
Cut off time for Valentine’s Day, Mothers Day and Christmas Eve is 1pm the day before.
Unfortunately we are unable to guarantee a specific time of delivery.
If the recipient is not home our couriers will leave the flowers in a safe place. If it is not possible to leave in a safe place (for e.g. apartment buildings), and we cannot contact the recipient, flowers will be returned to the shop and can be picked up at a suitable time or another delivery fee will apply if re-delivery requested.
Please also note that if it is an extremely hot day Flower Merchants does not take responsibility if the flowers are heat affected if they have been left at the front door of the recipient.
Please note it is your responsibility to provide the correct address and contact number at the time of ordering. We will not be held responsible for flowers not received due to incorrect details given to us.
There are no deliveries on Sundays (except Valentine’s Day) or on public holidays.
Order Cancellation/ Changes
Please contact our shop on (02)8747200 if you need to change any details or to cancel your order. Unfortunately we are unable to cancel orders that have already been prepared or have left for delivery.
Returns and Refunds
If you are unhappy with your flowers, please contact us within 72 hours of receipt of flowers for a full replacement of your order. For further details regarding how we implement our replacement policy, please refer to the information below.
Returns & Refunds
We take pride in our quality and freshness of our products, but there is no exact science to predict exactly how long our flowers will last.
In addition to flowers being fragile and perishable products, there are many variables that can impact their longevity. They will react to their immediate indoor environment (eg. air conditioning and heating) and external weather conditions (such as extreme heat). Once our product is dispatched for delivery, a number of changes in their surroundings may also result in reduced longevity that is out of our control.
IMPORTANT: To assist us in assessing the product quality, Flower Merchants also reserves the right to request photos or images of the original flowers within 3 days of the delivery date. This is a standard request that all florists will ask for in the event of customer complaints. Images also help us to show growers/suppliers what has happened to the product they have provided us with.
Credit Card Security
For your security Flower Merchants uses Square payments to handle all of its online transactions. Flower Merchants does not see or store your credit card details. Your Credit Card details and handled by Stripes secure servers and are never viewed by Flower Merchants Florist. For more information on Square please visit their website www.square.com
Alcohol
In Australia, it is illegal for alcohol to be purchased by or delivered to any person under the age of 18 and similar conditions may apply in other countries. The sender of the item is responsible for ensuring that their order complies with the law in this regard and absolves Norwest Florist of any responsibility in this regard.
Privacy Policy
Flower Merchants is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
What is Personal Information and why do we collect it?
We use your personal information to take and handle orders, deliver products and services, process payments, and communicate with you about orders, products and services, and promotional offers. Certain information may be required to provide a specific product or service from you such as full name of customer and recipient, authorised users, billing and delivery address, mobile number and email as well as contact phone numbers.
This Personal Information is obtained in many ways including correspondence, by telephone and facsimile, by email, via our website www.flowermerchants.com.au and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure including delivery of goods. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.The information collected may also be used to inform the customer of additional products and services, which may be of interest to them. All marketing material sent to the customer will include an option for the customer to request removal from mailing or contact lists for any future marketing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Third-Party Service Providers
We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders for products or services, delivering packages, sending postal mail and e-mail, processing payments. These third party service providers have access to personal information needed to perform their functions, but may not use it for other purposes. These service providers may be located in other countries.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.Flower Merchants will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.