Our starting position
We want the flowers to be right. If something has gone wrong with a bouquet we sent, we would rather fix it than argue about it. This policy sets out exactly what we will do, how quickly, and what you need to send us so we can act. It sits alongside your rights under the Australian Consumer Law, which always apply and which we cannot and would not try to limit.
When we will replace or refund in full
There are a few situations where we will straight away offer either a replacement bouquet or a full refund, whichever you would prefer.
- The flowers arrived visibly damaged, wilted or clearly not the arrangement you ordered.
- The bouquet was delivered to the wrong address through our error.
- The order arrived a day later than the confirmed delivery date, and the delay meant the occasion was missed.
- The arrangement contained a substitute flower you specifically asked us to avoid.
In all of these cases, contact us within twenty-four hours of delivery with a photograph of the bouquet as it arrived. We do not ask for the flowers back.
When we will refund or credit in part
Some problems are genuinely in the grey zone, and we handle those honestly rather than rigidly.
- A bouquet that arrived in reasonable condition but looked noticeably smaller than the size shown on the website.
- Flowers that wilted within forty-eight hours despite being cared for according to the sheet we include.
- A delivery we attempted twice and then left in a safe place, where the recipient says they never found it.
In these cases we will usually offer a store credit of between thirty and seventy per cent, depending on what actually happened. If you disagree with our assessment, tell us and we will reconsider.
Cancellations and what is refundable
Same-day bouquet orders can be cancelled with a full refund up until 10am on the morning of delivery. After that, the blooms have generally been cut and conditioned, so a fifty per cent fee applies and the remaining half is refunded.
Wedding deposits are non-refundable but fully transferable to another date within twelve months, provided you notify us at least thirty days before the original event. Wedding balances already paid are refundable on a sliding scale: one hundred per cent if you cancel more than sixty days out, fifty per cent between sixty and thirty days, and nothing inside thirty days, because by that point the stems are ordered and the install team is booked.
How to claim and how long it takes
Send your refund request to bloomandverse@gmail.com with the order number, the delivery date and a photograph. If you would rather talk it through, ring the studio on +61 2 9137 4826 and ask for the florist on duty — we do not route refund queries through a call centre.
We acknowledge every claim within one business day and give you a decision within three. Approved refunds go back to the original payment method. Card refunds typically clear in five to ten business days depending on your bank; bank transfers usually land within two business days. If more than ten days have passed and you have not seen the money, email us and we will chase it with the processor.