Frequently Asked Questions

Deliveries

  1. What time will my order arrive?
  2. What day will my order arrive?
  3. Do you offer same day delivery?
  4. Can I arrange a specific delivery time?
  5. What delivery method do you use?
  6. How can I ensure my order is successfully delivered?
  7. What delivery options do I have?
  8. How much does delivery cost?
  9. My delivery suburb isn't listed, what can I do?
  10. Can you guarantee delivery on a specific date?
  11. Do you deliver on Sundays?
  12. What happens if the recipient isn't there when you deliver?
  13. Can you deliver to Businesses or Hospitals?
  14. Can you deliver to flats and apartments?
  15. I've received some flowers, but I don't know who they're from?
  16. Do you deliver outside of Melbourne?

What time will my order arrive?Top

Flowers are delivered between 9am and 5pm to business addresses and between 9am and 6pm to residential addresses. Couriers pick up at 8am, 11am and 2pm, so the sooner you have your order in, the sooner it is likely to reach it's destination! We cannot guarantee specific delivery times, though we do offer an express (by noon) option available for most suburbs in case you would like your delivery to be prioritised and delivered by 12pm noon.


What day will my order arrive?Top

Your order will arrive on the delivery date you specify when placing an order, providing there are no delivery problems such as an incorrect address, there is no one available to accept delivery, or there is no where safe to leave the delivery.


Do you offer same day delivery?Top

Yes, if you place your order by our cut off time at 2pm we can have your order out that same day to most metro Sydney suburbs. Please note, some suburbs require an earlier cut off time due to distance.


Can I arrange a specific delivery time?Top

Sorry, we cannot guarantee a certain specific time for delivery, though we will try our best to accommodate any requests, for example, if you would like your delivery to be sent late afternoon please advise us in the 'special delivery instructions' field on checkout and we will send your order with the last courier run.

If you would like to have your order delivered before 12pm noon please choose the 'express' option on checkout.


What delivery method do you use?Top

We use specialist couriers with temperature controlled vehicles for our deliveries, each delivery is hand delivered to your recipients door or place of business.


How can I ensure my order is successfully delivered?Top

As much relevant information as possible is the best way to ensure prompt delivery. Flat numbers, business name if applicable, ward/room number for hospital deliveries etc. are all very useful for our couriers. There is a 'special delivery instructions' field on checkout that you can use for any extra delivery information that you think may be relevant, such as: 'main entrance is at back door, watch out for the dog!, please call (phone number) if any problems'.


What delivery options do I have?Top

Your order will arrive on the delivery date you specify when placing an order, providing there are no delivery problems such as an incorrect address, no one available to accept delivery, or there is no where safe to leave the delivery.

Express
Your delivery will arrive before 12pm noon (you will need to place your order by midnight the night before the delivery date).

Standard
Standard deliveries will arrive between 9am and 5pm to business addresses and between 9am and 6pm to residential addresses (orders should be placed by 2pm for same day delivery to most metro Melbourne areas, though some suburbs require orders to be placed earlier in the day).

You can choose either option when making your product selection or at checkout.


How much does delivery cost?Top

Standard
Delivery charges depend on which suburb/area of Melbourne your order will be sent to. To find the charges for your delivery suburb please visit our deliveries page.

Express
An additional $5.00 surcharge applies for Express deliveries.


My delivery suburb isn't listed, what can I do?Top

If your suburb is not listed we may still offer delivery to that area, please contact us for further information.


Can you guarantee delivery on a specific date?Top

Yes, we will deliver your order on your specified date, which you can choose during checkout, providing there are no delivery problems such as an incorrect address, there is no one available to accept delivery, or there is no where safe to leave the delivery.


Do you deliver on Sundays?Top

Sorry, we currently deliver Monday through Saturday with the only exception being Mothers Day Sunday, 14 May 2017.


What happens if the recipient isn't there when you deliver?Top

Residential Addresses

If there is a safe place (sensible discretion will be used) to leave the delivery the courier will do so and will also leave a calling card in the recipients letterbox. If there is no safe place we will attempt to contact you or the recipient (if you have left us instructions to do so) to receive further instructions. Should a re-delivery or re-direction be necessary we will need to charge a re-delivery fee equal to the standard delivery charge for the suburb of re-delivery.

Business/Hospital Addresses

The driver will leave the delivery with reception, mailroom or co-worker if accepted. If it's determined that the recipient won't be coming back to the workplace/hospital that day we will attempt to contact you to make alternative arrangements.


Can you deliver to Businesses or Hospitals?Top

Absolutely! To ensure prompt delivery please provide as much information as possible including anything you may think is relevant, such as the business name or ward/room number etc.

In many larger businesses and hospitals it may be their policy for deliveries to be left with reception or at a mailroom to be passed on to the recipient. In these cases the driver will leave as instructed and inline with the destination addresses policies. Due to being beyond our control, we are unable to accept responsibility if the gift was subsequently not passed on to the recipient by reception, the mailroom or a co-worker who accepted it on behalf of the recipient, however, if you are unsure that your gift was received, we would be happy to follow it up with the recipient for you, just get in touch.


Can you deliver to flats and apartments?Top

Certainly can! but to ensure prompt delivery please provide as much information as possible, including anything you may think is relevant, such as the flat number, the recipients phone number or instructions to leave with neighbour if applicable etc. Extra details will allow the couriers to promptly deliver your gift and sort out any issues that may arise as well as organise redelivery if necessary.


I've received some flowers, but I don't know who they're from? Top

Please call us, we'd be happy to ask the sender if we have their permission to give out further details. If the sender refuses, we will be unable to disclose the senders information (due to privacy laws).

Do you deliver outside of Melbourne?Top

We currently offer the same great service from both our locations within Melbourne and Sydney. To place orders for Sydney please visit our sister site www.flowersacrosssydney.com.au. We'd love to be your go to florist for both areas!




Payment

  1. Is it safe to use my credit card online?
  2. Which payment methods do you accept?
  3. My payment failed, what can i do?

Is it safe to use my credit card online?Top

Yes; All personal information such as your credit card number is sent using industry standard SSL (secure socket layer) encryption technology ensuring that your information is not readable by anyone but us. For added security we also never store your credit card information. Your privacy is important to us. For more information please see our Privacy Policy.


Which payment methods do you accept?Top

We currently accept all major credit cards including Visa, Mastercard, AMEX, Diners and JCB as well as Paypal payments. If none of these options are available to you we can also accept direct deposit into our bank account, however we will need to wait for the money to clear into our account before we can send out your order, so please keep this in mind when placing an order. To place an order via direct deposit please call us on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia.


My payment failed, what can i do?Top

Please double check that the credit card details you entered are correct. Otherwise, the most common problems are that the bank has declined the card, your card limit has been exceeded or the security code is incorrect. If you have a paypal account you may like to try using that, otherwise you can contact us if you would like to place a direct deposit into our account (please be aware that we will need the funds to clear into our account before we can send your order out).

Ordering

  1. How do i place an order on your website?
  2. Can i place an order over the phone?
  3. Can i send a card and message with my order?
  4. What happens if i need to cancel my order? Will i be charged?
  5. Can i make changes to my order?
  6. Will i receive an invoice?
  7. Will my recipient know how much i've spent?
  8. Can i place an anonymous order?
  9. Something's gone wrong when placing an order, what can i do?
  10. How much does delivery cost?

How do i place an order on your website?Top

It's a simple process of choosing which product you'd like to send, then clicking on the 'order now' button to be taken to the product page. From there you can choose the product options you would like and your delivery options. Then, continue on to the checkout page to enter the information relevant to delivery, such as the recipients address and the message you would like to send. Enter your payment details then click the 'Place Order' button and you're done!

All information that you provide, including payment details, is secured using 128bit SSL (secure socket layer) encryption technology, making it safe to order online.

If you are having problems ordering, you are welcome to give us a call on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia.


Can i place an order over the phone?Top

Certainly, please call us on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia and we would be happy to assist you.


Can i send a card and message with my order? Top

Yes, on checkout you can add a personalised message to be sent with your order. Your message will be printed exactly as written on our free, high-quality Flowers Across Melbourne message cards, secured within a sturdy envelope. Please be sure to include who the gift is from when writing the card if you would like the receiver to know who sent the gift.


What happens if i need to cancel my order? Will i be charged? Top

Please either email us or call us on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia as soon as possible to arrange cancellation of your order. We will be able to offer a full refund as long as the following conditions are met:

For orders totalling under $200.00 you will not be charged a cancellation fee as long as the item is not already on board with the courier or has not already been delivered. If the item has already been delivered we cannot issue a refund.

For orders totalling over $200.00 you will not be charged a cancellation fee as long as you contact us to cancel by midnight(AEST) the night before the specified delivery date. If you cancel on the day of delivery, provided the item is not on board with the courier and has not already been delivered, you will be charged 50% of the total amount of the order. If the item has left our premises and is on board with the courier or has already been delivered we will not be able to issue a refund.


Can i make changes to my order?Top

We would be happy to make changes to your order, including changes of address, card messages, delivery instructions or changes in flowers and gift items, provided the item is not already on board with the courier or has already been delivered. It's best to contact us as soon as possible to ensure we are able to make changes.


Will i receive an invoice?Top

Yes, after you place your order you will be redirected to a copy of your invoice which is printable. You will also receive a copy of your invoice sent to the email you entered during checkout.


Will my recipient know how much i've spent?Top

Not unless you tell them. We don't send invoices or receipts with your gifts.


Can i place an anonymous order?Top

Absolutely! we'll keep your details private - if the recipient rings us to ask who the delivery is from we will not disclose the information (privacy laws don't allow it). It's advisable not to send an anonymous order to anyone who may not appreciate such a gesture.

To place an anonymous order you can type 'anonymous' in the senders name field or leave us a note in the special instructions field to let us know that you would like the order to remain anonymous.

We will comply with all Australian laws should the police request further information about the sender.


Something's gone wrong when placing an order, what can i do? Top

Please contact us or call 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia and we'll try to assist you in any way we can.


How much does delivery cost?Top

Standard
Delivery charges depend on which suburb/area of Melbourne your order will be sent to.

Express
An additional $5.00 surcharge applies for Express deliveries.

More information, including a list of Melbourne suburbs we deliver flowers to, can be found on our delivery page.


Shopping

  1. I can't find exactly what i'm after, can you make something for me?
  2. I'm not sure what i should buy, can you help me?
  3. Do you have chocolates, bears, alcohol etc. that i can send with my order?
  4. How fresh are your flowers?
  5. Why are your flowers cheaper than most other online florists?

I can't find exactly what i'm after, can you make something for me? Top

We'd be happy to try and assist you to make something unique and unforgettable, just call our experienced florists directly on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia. Alternatively, you might like to try our 'Create-A-Bouquet' service which allows you to set the price and choose which flowers you'd like us to arrange for you.


I'm not sure what i should buy, can you help me?Top

We'd be happy to try and assist you in making the right decision for the occasion, just call our experienced florists directly on 03 9999 7997 from within Australia or +61 3 9999 7997 from outside Australia.


Do you have chocolates, bears, alcohol etc. that i can send with my order? Top

Sure do! Once you get to the check out page you can select from our range of extra items, including teddy bears, champagne, wine, delicious chocolates and balloons. You can add them to your cart on the checkout page.


How fresh are your flowers?Top

We have flowers delivered daily to ensure the utmost freshness and quality. The flowers we send out are fresh, premium quality flowers. We have found the vast majority of people prefer their flowers to last as long as possible and like to watch them open up into vibrant, beautiful flowers over time, therefore, orders are sent out mostly in bud form to ensure extended vase life so your recipient can enjoy their flowers for longer.


Why are your flowers cheaper than most other online florists? Top

We are a local online florist with local prices. By operating completely online and delivering directly to customers in the Melbourne area (instead of using a relay service) we are able to keep overheads down, which means lower prices than many online florists who need to keep prices higher in order to deliver interstate or worldwide through relay systems.

Many flower relay services act as a type of brokerage, collecting orders from customers, taking a fee for collection, and then passing on the order to a florist within their network. We feel that it's much better to deal directly with a local florist (whether it's us or otherwise), as you'll most likely receive better value for money, and more consistency of quality. The florist will usually come out better as well, because they can manage their costs better and not have to pass on revenue to the relay service.

Company

  1. Where are you located?
  2. What are your hours of operation?
  3. Are you a relay service or a call centre?

Where are you located? Top

We have two locations, one in Sydney at www.flowersacrosssydney.com.au, and one here in Melbourne.

To keep overheads (and prices) low, we are an online only shop, which means we are not open to the public, however, any correspondence should be sent to our Melbourne CBD office at Lvl 40, 140 William St, Melbourne, VIC 3000, Australia. All of our flowers come direct from our warehouse location in Thornbury, Melbourne.


What are your hours of operation?Top

Monday: 9AM - 5PM
Tuesday: 9AM - 5PM
Wednesday: 9AM - 5PM
Thursday: 9AM - 5PM
Friday: 9AM - 5PM
Saturday: 9AM -12PM
Sunday: Closed


Are you a relay service or a call centre? Top

No, we are proudly a 100% locally owned Melbourne florist. When you call us you will be speaking directly to one of the florists who will make up your order. All orders are made by us and to ensure quality, we don't relay your order to another florist, which is why we only service the Melbourne area.