We use our common sense to do what we think is in your and the recipients interest, we hope you understand things may not always go to plan dealing with a perishable product.
We endeavour to send your order as a close match to what you have ordered however to ensure you receive the best value and with seasonal flowers this will not always be possible. We reserve the right to substitute flowers and accessories as required for any reason, particularly due to availability at the time. If you have particular requirements, please leave a comment in the checkout section and we will see what is possible.
We use a combination of external couriers and our own team to deliver your products. As such we cannot guarantee when or how they will be delivered. If the recipient is not home we may leave the flowers, we may leave a card to call, we may not deliver, deliver to an alternative address or attempt to re-deliver at a later time/date. In particular if we cannot find a safe, weather proof place to leave flowers we may not leave them. If we are unable to come up with a sensible solution we will attempt to contact the sender or recipient for advice on what they would like us to do. There are all sorts of reasons for this not limited to closed shops, locked gates, address's being incorrect, crazy weather. It helps us if you provide the recipient's phone number.
The timing of your delivery is not guaranteed. If you have a particular request please let us know and we will see what is possible. However, please expect at busy times such as Mother's Day, Valentine's Day, Christmas your gift will not necessarily be delivered in the morning. We use a variety of processes to try and get everyone's gift to them when they require it but there are limitations to what we can achieve. On a typical day we do 2 urban Timaru delivery runs, if your order is after the morning run it will not be delivered until the afternoon. Sorry we don't commit to the timing for these runs as it depends on the needs of the day.
It is not always possible to deliver on the day or time when you have asked. For example some rural addresses would require flowers to be with the courier on a Friday afternoon for a Monday delivery, which significantly risks damaging fresh flowers. As you can imagine this is exagerated around public holidays. We use a variety of agents to try and deliver on your chosen day but please understand this will not always be possible. This does not apply to rural Timaru deliveries, if you get your order to us before 2pm we can typically deliver the same day.
We appreciate our delivery options are a little complicated and sometimes the wrong option will be chosen. In this instance we reserve the right to reduce or increase the value of the flowers provided to make up the shortfall. In some instances we may contact you to see if you would like to pay the difference - particularly if you have ordered a plant where we cannot alter the value easily.
We have a great relationship with the local hospitals and resthomes and we know what in general is and is not permitted to be sent. There will be times when your gift is not able to be delivered to the recipient and we may need to substitute a product or delay the sending until they have moved to a different ward for example. We know this isn't ideal but its about keeping everyone safe. When this happens we will usually try and contact you in the first instance for further instruction but if we are unable to contact you for any reason we will use common sense in coming up with another plan.
Refunds and Returns policy
We want all our customers and recipients to be happy but we appreciate things don't always go to plan. If the situation arises we will work with you to determine a suitable outcome on a case by case basis. This may involve refunds, redeliveries or some other solution.
Unfortunately we are not in a position to provide confirmation of when every order has been delivered or provide photos of the flowers before they are sent. The best way to know when your flowers are received is to make sure to include your name on your card message so the recipient knows who they are from.