FAQ’s – Enchanted flowers & gifts
  • 02-4344-7000

FAQ’s

01. Can you confirm if my order has been delivered?

If you haven’t received an order confirmation and are simply wanting to know that your order has been received by enchanted flowers & gifts, please contact us 02-4344-7000.

In our experience, recipients generally contact you shortly after delivery to thank you for their gift either by phone, email or SMS. Bereavement orders can be a little different. We find that flowers sent to funerals or soon after a funeral service can take a couple of days to be acknowledged simply because of the sheer number of flowers received at the one time.

02. What is your refund policy?

If you are dissatisfied with the quality of the flowers or gift received, we kindly ask that you contact us within 24 hours from the time of received. A photograph of the flowers or gift is requested in order for us to review the quality issue. A response to quality issues is usually given within 24 hours of receiving the photo.

Refunds are processed within  3 – 5 business days of the customer being notified that their request for a full or partial refund has been granted. Funds are returned either to their credit card or PayPal account depending on their method of payment. If you have requested a refund you will be charged cancellation fees $5.

03. What is the cut-off time for me to place my order?

Same Day Delivery – Monday to Friday:

Orders must be received before 3:00 p.m. in the recipient’s time zone to assure same-day delivery. Orders received after that time will be delivered the following day. Flower deliveries to residential addresses usually occur between 9:00am and 8:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother’s Day, Valentine’s Day and Christmas.

Whilst Enchanted flowers & gifts offers customers the opportunity to nominate a preferred time of delivery (i.e. AM, PM or ASAP) it is not possible to guarantee that these times will be achieved. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times).

If the flowers are for a timed event (for example, a funeral or business function), we will do our best to assist. However, Enchanted flowers & gifts strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.

Same Day Delivery – Saturday

Orders must be received before 2pm. Orders received after that time will be delivered the following day business day. Flower deliveries to residential addresses usually occur between 9:00am and 3:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother’s Day, Valentine’s Day and Christmas.

Sunday

We cannot guarantee Sunday deliveries at lease order received before 11am or previous day, however we will always try our very best to get it there as requested.

*These cut off times do not apply to busy floral events including (but not limited to) Mother’s Day, Valentine’s Day and Christmas.

04. Can my order be delivered on weekends and/or public holidays?

Enchanted flowers & gifts cannot always deliver orders on Sundays (with the exception of Mother’s Day Sunday). If Sunday delivery is preferred, it is advised that you  contact enchanted flowers & gifts team directly to make arrangements for Sunday delivery.

In most cases, Enchanted flowers & gifts is unable to deliver orders on public holidays. It is advised that you  contact our team directly to make requests for delivery on public holidays.

05. Can you deliver to hospitals?

We are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. Some common policies are:

 

  • Most flower deliveries cannot be delivered to the recipient’s room by the florist and may have to be left at the nursing station.
  • Some hospitals do not allow lilies and latex balloons as they are common allergens.
  • Flowers, plants and fruit cannot be delivered to Intensive Care Wards and Units.

Please check with the hospital, before ordering your flowers for delivery.

06. Are there any areas you cannot deliver to?

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses. For more information on delivery area restrictions, please read our  Delivery Information.

07. Will additional charges ever apply to my order?

Charges in addition to handling (already included in the price on our website) and service fees may apply to some orders. If an order has to be re-delivered due to (for example) the recipient not being at delivery address or the wrong delivery details, an additional charge will be incurred.

Please Note: In the event of additional charges applying, our team member will contact the purchasing customer to notify them of any changes to their purchase price.

Petals Network understands that purchasing fresh flowers and gifts for friends and loved ones is a very important decision and the process should be as easy and as enjoyable as possible! Below are the most frequently asked questions by our customers. If your question isn’t answered here, please contact us.

08. Can I have alcohol sent with my order?

Yes. However, alcohol selections are not guaranteed to be delivered. Our team will make every effort to complete the order as requested. In some cases circumstances arise out of the control of Enchanted flowers & gifts’ team that restrict the delivery of alcohol.

Restrictions include (but are not limited to):

  • Age restrictions
  • Religious beliefs
  • Country and/or State Laws
  • Country and/or State Regulations

If you place an order that includes alcohol and our team is not able to deliver the alcohol because of one of the reasons stated above, we will replace the alcohol (to equal value) with flowers or gift items that suit your order. You will not be advised of this replacement.

09. Can I have gourmet food or other gift items sent with my order?

Yes. We has several products that include a gourmet food or other gift items. We will make every effort to complete the order as requested. However, we do not always guarantee the inclusion of these items. Images shown on our websites are a guide only and gourmet and food products vary seasonally and are not always available. We will make reasonable substitutions when necessary. Please refer to the our  substitution policy for more information.

10. What if I can't find a product I want online? Can I customize my request?

Please contact us and our experienced florist will work with you to make sure that we capture your specific needs. We will make every effort to complete the order as requested.

11. What payment methods can I use?

We accepts all major credit cards including:

  • Visa
  • MasterCard
  • Gift Card

12. Can I be sure that my credit card details are secure when purchasing online through website?

Yes. We takes the security of our customers’ credit cards very seriously. Our website are secured using SSL Certificate and you can check that the URL in your browser’s address bar begins with “https://”. This ensures that all information you send online to us will be encrypted.

13. How do I place my order?

1. Making your Selection:

Ordering from our website is easy! Simply browse our selection of flowers and gifts either via the homepage of our website or any occasion categories.

2. Purchasing:
Once you have made your selection and add any special extras (like a balloon or teddy) to your shopping cart. Then proceed to the checkout.

3. Processing Your Payment:

Follow the steps to complete the ‘Secure Order Form’, ensuring that you complete the * required fields. If you need to make any changes you can click on your ‘back’ button and edit your order before final submission. After reviewing your order and checking that everything is correct, click the ‘submit’ button to send your order to Enchanted flowers & gifts for processing and delivery.

14. How can I be sure that Enchanted flowers & gifts has received my order?

  1. When ordering online, once you have placed your order you will be shown a confirmation page and a receipt number. We recommend that you either print this page or note your receipt number for future reference. When ordering online you will also receive an e-mail from us confirming that your order has been received.

15. What do I do if my credit card is declined?

In the event that your credit card is not able to be charged, you will be notified by us (usually via the e-mail address you have supplied to us). You will then need to contact your financial institution for further assistance and/or contact us to provide a different form of payment.

Please Note: That your order will not be processed until your credit card is able to be charged the full amount of your order. Your order will be placed on hold until further notice by our team.

16. How do I make changes to my order or cancel my order after I have already placed it?

You are certainly able to cancel or make changes to your order after it has been placed within a reasonable timeframe before delivery. Please contact us as soon as possible to make these changes.

Please Note: If e-mailing details of your changes to us, you will need to include your order receipt/ order number in the subject line of your e-mail.

17. What happens if there are delivery issues or other problems with my order?

Delivery problems can occur for a number of reasons. They are usually related to the recipient of the gift not being at the address at the time of delivery, or incorrect recipient contact details supplied to us. We will always do our utmost to assist all customers with any concerns or complaints that they may have. Depending on the circumstances of the delivery issue, extra delivery and wastage charges may apply.

18. Why do you need to substitute sometimes?

Due to flower availability issues, we may find it necessary to substitute flowers, plants, gift items or vases/containers/baskets. Every effort will be made by our florist to preserve the style and colour scheme of your order. All substitutions will be made of products of equal value or higher. Please refer to our Substitution Policy for more details on substitution.

19. What happens if the recipient of my gift is not there to receive the order I placed?

We are not responsible for deliveries if the recipient is not at the location at the time of delivery or if incorrect or incomplete information is provided. If you are the customer, you must make sure that the recipient will be at the location on the date given on the order form for delivery or provide alternate instructions.

It is recommended that a contact phone number for the recipient be provided on the order form so that should the courier have difficulty locating the address or is having difficulties accessing a building, the courier can contact the recipient to check if they are at the location before they attempt to deliver the gift. If you do not wish the recipient to be contacted you need to provide alternative contact details. If a phone number has not been provided on the order form and the recipient is either not at the location when the delivery is made or the courier has difficulty locating the delivery address completely they may do one of the following:

  • Leave a “not at home” card at the recipient’s location and return the order to the shop. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if we have to deliver the gift more than once. Alternatively, the recipient may arrange to collect the order from the florist.
  • If the courier deems the location to be a “safe” location the item will be left at the address provided. In these cases, delivery will be deemed to have been made successfully. If you do not want the order left at the address please ensure this information has been provided in the special instructions field on the order form.