• Kiosk 5 / 123 Liverpool St. Sydney
  • 0411 228 248
  • Mon - Fri 09:00 ~ 16:00
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Customer service & Refund policy

100% EXPRIENCE GUARANTEE

We promise to deliver the flowers to meet customers satisfaction. So if something is not 100% perfect, we Fleur Day always do our best to fix and make it right.

CUSTOMER CARE

Fleur Day is always ready to deliver the excellent customer service to make your day. We carefully hand pick flowers and put efforts in wrapping. We ensure your online experience and if you have any queries, we would love to communicate with you via email and phone.

FLOWERS VARIETIES

We get fresh flowers supply from local flower market in Sydney. Please be aware that sometimes there are varieties on the colour, size and shape of flowers, because every morning our florists choose the very finest flowers available that day. It’s depending on the farming, weather, sunlight and seasons all produce a variance in shades.

Therefore, please know that the colour of our flowers can differ slightly from images on our website.

Flower types and colours in particular are subject to seasonal availability. The colours may be replaced with the colour of the season if required.

FLOWER CARE

Flowers are delicate items and we put efforts to handle them. We get small amount supply each time and get frequent supply to ensure the freshness of flowers. We have a facility with right temperature to store flowers and we carefully condition them every time we receive the supply. When we arrange your order, we hand pick the freshest and highest quality to your satisfaction.

Once they are dispatched this is out of our control, so each package arrives with care instructions to help you look after them.

We strongly recommend changing the water in your vase daily base and please avoid extreme heat. Because of the many possible variables, it is difficult to guarantee longevity in every case, but there are many steps you can take to look after your flowers. Please feel free to ask our team if you are not sure how to take care of flowers.

REPLACEMENT POLICY

Normally, flowers should last a minimum of 3- 5 days. All our flowers arrive with care instructions to help you get the most from them. Despite the instructions, if your flowers perish within 2 days, please provide us 2-3 images and talk to us within 5 days after the date of delivery via fleurday12@gmail.com or phone call 0411 228 248.

Upon assessing the images you sent through, we’ll replace them if we can see they have perished despite proper care provided. We are unfortunately unable to replace flowers without images being taken.

CANCELLATION POLICY

If a cancellation is required within 2 days prior to your delivery date, we can do refund for your order.

Any cancellation made 48hours or less before your delivery date, unfortunately, we are unable to provide a refund, however store credit can be provided.

REFUNDS

Refund does not apply for non-delivery since tracking is provided and the sender is ultimately responsible for detailing the relevant delivery information and ensuring the recipient will be at the destination provided.

Refunds also do not apply for issues around quality control where the recipient should take proper care of the flowers, in the instance, proper care has been given and images have been provided as evidence within a 5 day period, replacement flowers will be provided. Please contact us if you have any issues with your order. There may be a number of ways for us to resolve a problem and if we have fallen below our usual standard of excellence we’ll do everything we can to put things right.

For situation where refunds are not available, only replacement or store credit can be provided.

We are unable to refund any orders which are placed for special occasions (Valentine’s Day, Mother’s Day & Christmas Day) and all promotional & discounted orders.

SPECIAL REQUESTS

Unfortunately, we are unable to take any requests with regards to delivery timings during special occasions such as Valentine’s Day, Mother’s Day & Christmas Day.

VALENTINE'S DAY

From early February, flower prices increase since there is a huge demand. We get our supply with the cost that is almost triple to the normal season. We want to make sure our customers know the reason behind the price differences for our Valentine’s collection. No discounts can be offered/redeemed during the valentines period, which commences 1st February – 16th February.

DELIVERY

We will not take liability for any delivery made where the recipient is not at the destination provided and there is no safe place to leave the package, a refund in this instance will not be provided.

If your recipient is not going to be there when we deliver, you must tell us where we should leave their gift  (Leave in a safe place/ send to your local post office).

If the recipient is not home, our drivers will leave the flowers outside the house only where the sender requests.

If in the instance they are left, at this point, we take no liability for the delivery of your flowers and refund is not available, as we would have done our best to contact the sender and or the recipient.

50% of the cost of the total retail value (inclusive GST) will be incurred in the instance a fresh re-send is required since flowers are perishable items.

SMALL ERRORS

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. In this instance, complimentary small gift will be sent to your recipient.

In the highly unlikely event that the recipient receives a totally incorrect order (ie such as totally different bouquet) or missing items, a photo of the item must be taken and emailed to us at fleurday12@gmail.com or ring us 0411 228 248. Once this is confirmed, we will resend the flowers plus a complimentary gift at the earliest delivery time possible for the day.