Product and Service Enquiries
At Sarah's Flowers™ we pride ourselves on providing the highest quality products and services, so if you are not completely happy with your purchase, please contact us as soon as you identify the issue so that we can organise a resolution. Avoidable delays in notifying us may result in more limited options for resolutions.
We guarantee our arrangements will last approximately 5 days if cared for correctly. We recommend watering all arrangement types, cutting the stems of flowers in bouquets at an angle before arranging in a vase and changing the water in the vase every two days to extend the life of your arrangement. Arrangements in a box or ceramic pot with floral foam should be watered every day. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers.
Please remember that flowers are a natural and perishable product and as such, may be affected by both indoor and outdoor environmental factors, seasonal availability and variations in colour, shape and size.
For product quality issues, we greatly appreciate if you are able to provide photographs, as this helps us determine how the fault occurred and the best way to rectify the situation.
Please contact us within 30 days of your delivery to address any concerns you may have with the order. Any enquiries received later than 1 week after delivery will be considered on an individual basis.
Resends & Refunds
It is our aim to ensure that every arrangement we deliver is of excellent quality and closely resembles the product as it is advertised on our website. As such, in the event that you receive flowers that are not to this high standard, we will always begin by offering to replace your arrangement with a new fresh arrangement. In situations where it is not appropriate or possible to deliver new fresh flowers, we are always happy to discuss alternative resolutions. As every situation is unique, please contact us to discuss your circumstances and the best possible resolution for you.
Some of the other resolution options we offer include credit vouchers, complimentary arrangements, upgrades to attachements or arrangements or partial/full refunds. Please remember that the availability of these items will depend on the specific circumstances of your order.
Please note: All refund amounts for orders placed either through our website or by phone are credited to the original card that was used to purchase the flowers. If you paid using PayPal, the funds will be returned via your PayPal account. Once the refund is processed in our system, it may take 2-3 business days for you to be able to access the funds depending on your bank.
Sarah's Flowers™ offers standard delivery of flower arrangements to most areas in Australia for a fee of $12.95.
We guarantee that your product will be delivered on the requested day by 5pm to business addresses and 6pm to residential addresses.
We also guarantee any purchased timed delivery services (Morning delivery, Afternoon delivery, or Delivery by a time).
Timed delivery preferences that are not purchased cannot be guaranteed.
Please note these times may change for special events such as Christmas, Mother's Day and Valentine's Day.
Delivery surcharges may apply for special event delivery days.
It is the responsibility of the customer to ensure they check their invoice and confirm the name and address details of the recipient are complete and correct and ensure that the recipient will be in attendance at the address at the time of delivery
Delivery of orders to rural route addresses, secured buildings or cemeteries cannot be guaranteed.
We do not deliver to PO BOX or LOCKED BAG addresses.
Items that contain alcohol cannot be left at a delivery location if a person over the age of 18 is unavailable to receive the order (e.g. The order cannot be left at the front door if nobody is home)
Once delivered in accordance with your instructions, the product becomes the responsibility of the customer.
Delivery Guarantee - Metropolitan Areas
We guarantee same day delivery for all orders to metropolitan destinations placed before 2pm on weekdays and before 10am on Saturday - based on the local time in the recipient’s time zone.
Metropolitan orders placed before these cut off times are guaranteed to arrive:
- by 5pm to a business address, and
- by 6pm to a residential address.
Orders received after our advertised cut off will be delivered the following business day.
Delivery Guarantee – Rural Areas
Orders for delivery to rural areas that cannot be delivered same day will be delivered the following business day.
We offer standard delivery of floral arrangements for a fee of $12.95 to most areas.
Our prices on the website are all for the floral arrangements only and delivery charges are extra. Additional delivery charges may apply for: more remote areas where a second attempt at delivery is required or for express service requests.
This fee is applied to each order for delivery of a single arrangement to a single address.
Time Specific Deliveries
If you need your order to arrive earlier than our standard delivery times, you can order a:
- Morning Delivery to arrive before 12pm
- Afternoon Delivery to arrive before 3pm.
- Delivery by a specific time - e.g. Express Delivery by 10am, Express Delivery by 2pm, etc (only available in some suburbs).
We do not offer or guarantee any other requests for preferred times of delivery.
If the flowers are for a timed event (for example, a funeral), we recommend that you contact us on 1300 448 335 to make arrangements.
Exceptions to Same Day Delivery
Deliveries that are unable to be made on the requested day will be delivered on the next working day.
If a delivery is not possible on a requested day, Sarah's Flowers™ will advise the sender of this.
Sarah's Flowers™ is not responsible for non delivery of orders for reasons beyond our control. This would include, but is not limited to the following situations:
There is nobody present at the address provided and the delivery agent decides there is a danger of theft or damage to the product;
The address provided for the recipient is incorrect or incomplete;
No one with the recipient’s name is present at the address provided; or
There is no contact number or an incorrect or invalid number provided so Sarah's Flowers™ has no way to check on delivery details.
If no one is at home at the time of delivery
Sarah's Flowers™ will make every effort to contact the person ordering flowers or the recipient where we are having difficulty in delivering the flowers.
If an order requires more than one attempt at delivery for any reason, a redelivery fee may apply and any subsequent amount will be charged to your credit card.
Please ensure that all of the contact details provided are correct. Delivering multiple orders a single address
Delivering multiple orders a single address
To order multiple products for delivery to the same address at the same time, please call us at Sarah's Flowers™.