FLORAL STATE ONLINE ORDER TERMS & CONDITIONS
Welcome to the Floral State Online Store!
At Floral State we value our customers and we pride ourselves on our exceptional customer service and floral arrangement quality. We strive for 100% customer satisfaction at all times.
To ensure we are meeting and exceeding our high customer service standards and your expectations, we have outlined all of the important information you need to know before placing an order through our online store.
Please ensure that you have read the following information before selecting your items and confirming your order. We are unfortunately unable to make concessions for breaches of any of our Floral State Terms & Conditions after orders have been placed.
If you wish to specify a colour preference or type of flower for your blooms, please kindly outline this in our section labeled ‘Order Notes’ on the order page. Every effort will be made to accommodate your requests, however this will always be based on the availability of the day. If you have completed your order without indicating a colour or type preference, you will simply receive the florist’s choice from our beautiful daily selection.
If you wish to include a message with your order, please include this clearly in the ‘Message’ section of our order page. The message will be copied in an identical format to what you have entered, including all punctuation and lower/upper case letterings. Please ensure that you spell check your message and make sure it is exactly how you wish it to be, as we will not make any edits to the message while transferring it to the gift card.
If you are adding a message to your order and you wish for the recipient of the blooms to be aware of who the sender is, please include your name in the message. We will otherwise not provide a name on the card. If you have left your name off a message, and the recipient requests the name of the sender, we will provide them with your name, unless you have specifically asked to remain anonymous in the ‘Order Notes’.
Blooms sent with a blank message will automatically have your name included by us.
Floral State provides complimentary delivery to select inner metro Perth suburbs. We also provide delivery to additional suburbs for an extra fee, which will be added to your order at checkout.
For current delivery suburb lists, please see our website. You are welcome to contact us directly if your desired delivery suburb is not on either of our lists, and we will give you a delivery time and cost estimate.
Same day delivery is available on all online store orders provided they are placed before 11am, and provided we have not sold out. If this is the case, the next available delivery date will be shown on the order page. We typically deliver during the afternoon hours with all business deliveries to be made prior to 5pm and all residential deliveries prior to 6pm.
If you require a delivery before, after or for a certain time of the day, please email us prior to ordering so that we can confirm that we can achieve this though all blooms will be delivered prior to 5pm for business and 6pm for residential. We will do our best to accomodate timed deliveries however our drivers will take the most efficient route to deliver all the blooms in a timely manner.
If you have scheduled delivery of your flowers for a Friday, and you or your recipient are unable to take delivery of the flowers or we aren’t able to deliver them due to any circumstances out of our control, you may then arrange pick up from our North Fremantle workshop over the weekend, if we are available. If this is not possible, the flowers will be re-delivered on the next available business day, however the original bunch will be delivered, and no part of it will be replaced with fresh flowers, meaning that the blooms will likely not be in their best condition.
Floral State operates out of a private studio workshop in North Fremantle, and we are happy to allow pickups from this location in some circumstances, provided there have been prior arrangements made to do so. If you wish to arrange a pickup of flowers, please contact us directly to organize this.
Please arrange your pickup prior to placing your order. We cannot always guarantee that pickup will be available and reserve the right to refuse local pickup after an order has been placed.
REFUNDS AND ORDER CANCELLATIONS
We do not provide refunds for errors made by sender (ie wrong postcode entered for address whereby the delivery cost is not captured, incorrect date, incorrect address etc).
We can provide you a credit to use within 30x days from the delivery date or it is understood by the sender that the amount will be forfeited if the credit is not used within 30 days.
Our delivery drivers are given strict instructions not to enter patient’s private rooms, so as to not interfere with any treating doctors or nurses that may be present, or to ensure that they do not disturb their rest. All flowers delivered to hospital patients will be left with a nurse, ward clerk, or other administrative personnel at the reception of the relevant hospital ward.
The delivery driver will take a note of the name of the person who has taken delivery of the flowers. Once delivered to the relevant desk or reception area, the flowers are no longer the responsibility of Floral State and will not be replaced or refunded if they are lost or damaged in transit to the recipient’s room.
All deliveries to schools will be made before 3:30pm on the relevant delivery day.
We prefer someone to be at your delivery location to receive the order. If this is not possible, we will only leave arrangements unattended if there is a safe and secure location to leave them.
If we cannot find a suitable location to leave an order, we will contact you to let you know. Re-delivery can be made, however it will attract an additional $10.00 fee. Every attempt will be made to re-deliver the arrangement on the same day, however this is usually not possible, so the order will be re-delivered the following business day.
If you are unhappy with the quality of the flowers in an arrangement, you must contact us within 24 hours of delivery. Several factors can affect flower quality after they have been placed in someone’s home. These include, but are not limited to: temperature and sun exposure, proximity to ripening fruit, general care and water quality. These factors are out of our control. After 24 hours has passed we are unable to tell if any of these additional factors have affected flower quality and are therefore unable to provide refunds or replacements.
Once you have contacted us regarding flower quality, we may ask for photographs of your flowers and will assess whether or not a replacement bunch or refund is necessary.
Customers and recipients should pay close and careful attention to the care instructions provided with every bunch of blooms, as they are included to ensure adequate care and longevity of the arrangement.
If more than one attempt is made to deliver or re-deliver your order, or if we cannot contact you to arrange re-delivery, customers will be liable.
Customers will be liable to lose the full amount of their order, and/or pay additional re-delivery fees in the event that your order is deemed as undeliverable.
Situations where we will deem arrangements as being undeliverable, at customer fault include (but are not limited to):
- Apartment buildings with restricted access and no one home;
- Home’s with no sheltered area to leave arrangement and no one home;
- No one present at a business address and the premises is locked;
- Patient has already been discharged from hospital;
- Any other situation where we are unable to safely and securely deliver arrangement.
We are able to change the delivery location of arrangements when they are re-delivered. We will, however, charge additional delivery fees on top of the $10 re-delivery fee if the area falls outside of the original delivery category that you were charged for. (E.g. complimentary shipping was included, and you now wish to have the order delivered to a suburb on our delivery fee list.)
FLORAL STATE LIABILITY
If we have delivered or attempted delivery to an incorrect location or on the wrong date, we will offer to re-deliver the arrangement the next business day, free of charge, or offer a full refund of the original order value, including any relevant delivery fees charged.
Floral State asks that all communications regarding orders, deliveries or otherwise be made via e-mail at: [email protected]
This ensures that there is a traceable chain of correspondence and it minimizes the chance for miscommunications with regards to spelling of names or delivery addresses.
More often that not, we are on the road making deliveries, so our phones are usually unattended and e-mail is usually the best way of reaching us.
Floral State reserves the right to make amendments to our online store Terms & Conditions at any time, without notice or consequence. It is the responsibility of the customer to remain up to date with any changes made. The most current version of our Terms will always be published on our website and any changes will take effect immediately from their time of publication.
If you have any questions about our online store or any other part of our service, please feel free to contact us directly at: [email protected].
These Terms & Conditions are current as of March 2018.