Terms & Conditions – Enchanted flowers & gifts
  • 02-4344-7000

Terms & Conditions

By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by these Terms and Conditions, as amended.

  • Same-Day Delivery
  • Delivery Confirmation
  • Privacy Policy
  • Credit Card Security
  • Substitution Policy
  • Recipient Not At Home
  • Fees & Charges
  • Non-Deliveries
  • Cancellations
  • Refunds
  • Time Sensitive/ Difficult/ Hospital Deliveries
  • Timed Deliveries
  • Alcohol
  • Personal Information
  • Quality Assurance
  • Disclaimer

Same-Day Delivery - Monday to Friday

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.

Delivery Confirmation

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.

Designer's Choice

In selecting something from our Deal of the Day or Designer’s Choice range you are accepting that we will create a stunning unique bouquet or arrangement using the freshest seasonal flowers available. We advise that requests for specific flowers cannot be met. Complaints relating to either a deal of the day or designers choice selection must be received within 24 hours of delivery with an accompanying photo. We will consider whether the value is correct, if the flowers are of good quality and if any specific requests were not fulfilled in terms of colour palette only. Discussion relating to styling/taste not meeting the customer’s or the recipient’s expectations will not be entered into.

Privacy Policy

We are committed to the protection of personal information in compliance with National and International Privacy laws and in particular the Australian Privacy Amendment Act 2001. We will maintain the integrity of data collection, use and disclosure, accuracy, security, openness and access as outlined in the following document.

Credit Card Security

This website is secured using McAfee Secure. This ensures that all information sent to our Web will be encrypted. If any other Internet user intercepts the communication, he/she will only be able to see it in an encrypted (garbled) form. Certificate technology allows us to decrypt the information and view it in plain text form. You can view a web site’s digital certificate directly – click on the secure icon for details of the SSL certificate.

For additional security, you will be diverted to a bank’s website where you enter your payment details.

We do not see your credit card number and does not have access to that information.

Substitution Policy

Images found on this site are used as guides only and may not be exactly the same as the final product. The stem count and contents for each product will vary due to seasonal availability and prices.

We reserve the right to make fair and reasonable substitutions according to the practical availability of flowers, items and containers.

Please read our Substitution Policy.

Recipient 'Not At Home'

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 florist. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if the supplying florist has 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.

Non-Deliveries

We will try our best to deliver any gift, but we do not guarantee the delivery of any product if one of the following occurs:

  • Recipient refuses to accept delivery of the gift.
  • Address provided is incorrect.
  • Occupants are not at the location and do not respond to the “not at home” card left by our courier.

If one of these instances occurs, we may judge that the delivery has been made.

Cancellations

We cannot cancel any order that has already been made up by our florist, even if the order has not been delivered.

Refunds

It is not normally policy to refund the price of the product. However, as every customer and gift is individual, (and therefore may require a decision on a case-by-case basis), please contact us so we can determine the best solution to the problem.

Time Sensitive/ Difficult/ Hospital Deliveries

Due to the difficult nature of delivering for the following events/places, we cannot guarantee delivery to certain locations and times.

While we will try our best to make sure that your gift is received at the event/place, we do advise you to include a secondary address for delivery. The recipient of the gift must be available at this address after the end of the event.

Delivery to difficult and remote areas may incur extra delivery, above that already allowed in the gift value. The payment of extra delivery is the responsibility of the customer and orders cannot be delivered without such payment.

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.

We do not guarantee delivery to the following timed events:

  • Funerals
  • Wedding Receptions
  • Parties
  • Functions

We do not guarantee delivery to the following places:

  • Hospitals (especially Intensive Care Units)
  • Army, Airforce and Naval Bases
  • Ships
  • Jails
  • Secure Buildings
  • Hotels
  • Mines

Timed Deliveries

We cannot guarantee specific delivery times for any orders other than for funerals. Whilst we offer customers the opportunity to nominate a preferred time of delivery for all other occasions it’s not possible to guarantee that these times will be achieved.

There are often local reasons why an order cannot be delivered within your preferred time frame.

Our standard delivery times are:

  • Deliveries to residential and hospital addresses are usually completed between 9am and 8pm.
  • For all other orders (not including Funerals) we deliver between 9am and 5pm.
  • During peak periods such as Mother’s Day, Valentine’s Day and Christmas these delivery times may be extended.

We suggest that should you need to nominate a time you restrict your requests simply to AM or PM delivery. Should you choose to be more specific with the time it would be advantageous to clearly note the school or business address and if it’s for a timed event.  If the recipient is no longer going to be on the premises beyond the nominated time, please provide an alternate address so that should the need arise we can quickly redirect the order.

Note: If delivery has been attempted and the recipient is no longer at the address and an alternate address was not provided please be aware that you may incur additional delivery fees to re-route the order and if you opt to cancel there may also be a wastage fee levied at 30% of the order value.

Alcohol

In Australia, it is illegal for alcohol to be purchased by or delivered to any person under the age of 18. The sender of the item is responsible for ensuring that their order complies with the law in this regard and absolves.

Personal Information

Please refer to our Privacy Policy.

Quality Assurance

We deliver flowers and gifts on the day requested and in a condition that reflects the high standards set by our experienced florist.

Quality complaints must be received within 24 hours of delivery. A quality complaint is anything to do with an order that was delivered including but not limited to poor quality, missing items, expired items, wrong items, and value of items and so on. A photo is highly recommended for quick resolution to quality complaints.

Non delivery complaints must be received within one week of the delivery date.

Complaints received after this time frame will be considered on an individual basis, however after this time there is no guarantee of compensation.

Disclaimer

By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. We may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by those Terms and Conditions, as amended.