Shipping policy

In this Shipping Policy we, us or our means Floralove Propriety Limited (ABN: 916 241 789 54).

Order processing time

All orders are processed within 24 hours of receipt during weekdays only.

If we are experiencing a higher volume of orders than usual, we will promptly communicate this and liaise with the Customer to ensure the best possible outcome for the Customer.

Delivery rate estimates

Delivery rates are relative to delivery location. Delivery charge will be calculated and displayed at checkout.

	Delivery Locations	Shipment cost
Zone 1	0km - 5km radius from NSW 2025	$8.95
Zone 2	5km – 11km radius from NSW 2025	$13.95
Zone 3	11km – 18km radius from NSW 2025	$19.95
Zone 4	Over 18km from NSW 2025	By request only

*Please note that this is a general guide only. As well as the geographical distance, our couriers base their costs on common delivery factors such as traffic congestion and tolls. If you believe your delivery charge has not been accurately calculated at checkout, please email us at hello@floralove.com.au.

Delivery times and order tracking

Floralove will deliver all Customer orders between:

12pm and 5.30pm on Mondays – Thursdays; and
12pm and 3.30pm on Fridays.

Please note that we are unable to offer specific delivery times, however, we do make an effort to deliver to schools before 3pm and businesses before 5pm.

For any enquiries regarding tracking your order, please email us at hello@floralove.com.au.

Conditions of Delivery

Adresses

Please take care when providing a delivery address for your order. We do not accept responsibility for failed or non-delivery of orders due to incorrect address/delivery details given.

If the delivery address is particularly hard to find, please assist our couriers by providing additional instructions. The courier may need to contact the recipient in order to ensure that the flowers/goods are delivered successfully to them as intended.

Delivery Slip

There will be a small delivery slip attached to your flowers with instructions for our couriers to follow. Along with the flower recipient’s address and phone number, you (the Customer) will be listed as the Sender with your telephone number at the bottom of the Delivery Slip.

If you would prefer to remain anonymous to the flower recipient, please specify this under “Special Instructions” when completing the Checkout process.

Delivery Protocol

In most cases, the flowers will be handed directly to the recipient as intended. However on some occasions, flowers may be delivered to a business reception desk or mail room, and then delivered internally to the recipient.

Due to the COVID-19 pandemic, our couriers have been abiding by strict health and safety protocols when delivering to hospitals and schools. Flowers are now delivered to the hospital reception desk with the recipient being notified of the delivery by hospital staff. Flowers delivered to schools are also delivered to the reception desk, with the recipient being notified by school staff.

If delivering to a residential address and the courier finds that the recipient is not home, the courier will leave the flowers beside the front door in a safe area, out of the weather.

If delivering to an apartment and the recipient is not home, our courier may try to gain access into the building by contacting a neighbour. They will try their best to deliver the flowers to the front door of the apartment specified.

If there are any special instructions that you would like to give us to ensure the successful delivery of your flowers, please add these details under “Special Instructions” when completing the Checkout process.

Please be aware that in some circumstances our couriers may need to contact the recipient due to factors outside of our control (E.g. limited access to the property or delays due to traffic congestion).

Delivery to P.O Boxes or APO/FPO addresses

Due to the perishable nature of our product, Floralove is unable to deliver to these addresses.

Duties & taxes

All delivery costs are inclusive of GST.

Damages during delivery

In the uncommon event that your flowers arrive damaged, or you are not 100% satisfied with the quality of your flowers on delivery, please contact our support team within 2 days of delivery via email: hello@floralove.com.au. We will do our very best to assist you promptly.

To assist us in assessing the product damage, Floralove reserves the right to request photos or images of the original flowers (sent by text or email) included with your description of the damage.

As we may need to claim compensation from our couriers in these circumstances, we will need to receive your query strictly within the 2 day period. Unfortunately, raising a query or complaint more than 2 days after delivery may hinder any compensation that may be due.

Interstate and International Delivery

Floralove currently does not deliver outside Sydney, NSW.