Shipping policy
Delivery
1.1. Delivery Service: We offer next-day delivery service in metro areas of Melbourne, with delivery costs based on the distance from Melbourne CBD. Delivery charges may change, and updates will be posted on our website.
1.2. Delivery Time: Please note that we cannot guarantee specific delivery times. If the recipient does not receive the gift within four days of the chosen dispatch date, we will initiate an investigation with our third-party logistics company, aiming to provide a resolution within 24 hours of the investigation launch.
1.3. Delivery Restrictions: Unfortunately, we do not deliver to PO Boxes as part of our next-day delivery options.
1.3.1. Third-party Courier Service: We use reputable third-party contract couriers for gift deliveries across Australia. We cannot be held responsible for transit delays due to third-party courier services. While we take every precaution to ensure accurate and secure delivery, we cannot guarantee unforeseen circumstances, such as damage or delays that result in gifts not arriving on time or at the intended location. Once a gift has been delivered to a concierge or front desk at the specified address, we are not responsible for the gift reaching the intended recipient. In the case of hospital deliveries, if the patient has been discharged, the gift will be returned to us, and a re-delivery fee will apply. In the event of a delay or delivery issue, we will work with you to resolve issues resulting from third-party failures.
1.3.2. Undeliverable Items: A gift is considered undeliverable if (i) the recipient's address is incomplete, incorrect, or cannot be located, (ii) there is no one at home to receive the gift and there is nowhere safe to leave it, or (iii) the recipient refuses delivery before opening the package. Undeliverable gifts will be (i) re-directed to a local post office for collection by the intended recipient, or (ii) returned to us, and the customer will be responsible for all charges and fees associated with returning, storing, or disposing of the undeliverable gift. In cases where a gift is re-directed to a local post office, a courier card will be left at the recipient's address to inform them of the collection point. Due to the perishable nature of some products, such as flowers, recipients are strongly advised to collect their gift within 24 hours from the indicated collection point. We cannot be held responsible for delays in collecting and picking up gifts or the quality and condition of perishable goods, such as flowers, that have not been collected within 24 hours from the attempted delivery.
1.3.3. Units and Apartment Buildings: Couriers sometimes encounter challenges when delivering to units and apartment buildings, which may lead to gifts arriving late, going missing, or being returned to us. If gifts are being delivered to an apartment or unit address, it is the customer's responsibility to ensure that the recipient will be available on the delivery day. If the recipient is not at home, and the courier cannot access the building to leave the gift in a secure location, the gift will be deemed 'undeliverable' and either (i) re-directed to a local post office for collection by the intended recipient or (ii) returned to us, and the customer will be liable for all charges and fees related to the return, storage, or disposal of the undeliverable gift. In the case of an undeliverable gift being re-directed to a local post office, a courier card will be left at the original delivery address to inform the recipient where to collect the gift. We are not responsible for gifts not collected by the recipient.
1.3.4. Incorrect and Incomplete Addresses: Please provide accurate, complete, and up-to-date address information to ensure successful delivery. If you provide an incorrect or incomplete address and we deliver your order as instructed, we are not responsible for any mistakes. If we cannot deliver to an incorrect or incomplete address, and the order is returned to us, we can redeliver it, but the customer will incur an additional delivery charge, as well as a product replacement fee for perishable items, such as flowers, that need to be replenished.