Customer Service

Delivery Policy

Same Day Flower Delivery to local areas: Our Delivery Policy

Our Guarantee

  • Every product dispatched and delivered by Individual Flower Gallery is created by a professional florist and Individual Flower Gallery guarantees the quality and freshness of every order received.
  • Every order received by Individual Flower Gallery will be made on the date requested and every effort will be made to meet any requests regarding preferred times of delivery.
  • Individual Flower Gallery guarantees same day flower delivery for all flowers ordered for local suburbs placed by 3pm Monday to Friday and by 1pm Saturday. Orders received by these times are guaranteed to arrive by 5pm to a business address and 7pm to a residential address. Orders received outside of these “cut-off” times will be delivered the following business day.
  • Special delivery conditions that apply to hospitals, funeral parlours, crematoria and cemeteries are listed in detail below.
  • Complaints must be made to Individual Flower Gallery within 48 hours of delivery.

Our Delivery Policy

Individual Flower Gallery will deliver flowers and gifts to the local south east suburbs, nationally and internationally* and the delivery is normally available within 24 hours, but occasionally may take longer depending on local conditions.

  • Same day delivery within the local area is available from Monday to Friday if the order is placed before 5pm AEST.
  • Same day delivery to local areas on Saturdays if the order is placed before 1pm AEST.
  • Additional delivery surcharges may apply for special event delivery days such as Valentine’s Day and Mother’s Day and the Christmas holiday period.
  • We do not offer or guarantee specific delivery times except if the flowers are for a funeral service.
  • If your delivery is urgent please call Individual Flower Gallery on  03 9796 1716  for advice on delivery time frames.

Important Delivery Information

Here at Individual Flower Gallery, we aim to provide you with the best customer service experience and in doing so we use only the most reputable couriers to deliver our floral arrangements.

In order to deliver your order on the delivery date that you have requested during the checkout process, it is the customer’s responsibility to ensure that the recipient’s address and phone number is correct and that there is someone at this address to receive the flowers or that it is safe to leave the flowers at this address if there is no one there to receive them before submitting the order.

Please be sure to check the delivery address details thoroughly and provide any special delivery instructions before submitting your order. Individual Flower Gallery is not responsible if an incorrect name, delivery address and/or phone number is supplied or if there is no one at the address to receive the flowers or if it is not safe to leave the flowers at the front door. If the order is un-deliverable and therefore returned to Individual Flower Gallery, an additional re-delivery charge of the same value as the original delivery fee will apply.

We suggest that the best delivery address is a business address or somewhere where you know there will be someone to receive the delivery. It is not our policy to have the couriers leave arrangements at the doorstep unless it is at the customers request and from this point forward do not assume any liability for orders which are instructed to be left and consequently damaged or stolen. If a concierge, security person or receptionist is obligated to receive the order on the recipient’s behalf, Individual Flower Gallery does not accept responsibility from this point forward.

In the event where the couriers have attempted delivery at the given address and no one is there to receive it, a re-delivery fee will apply for the second and any other subsequent attempts at delivery. The re-delivery fee will be charged at the full amount as per the original delivery fee unless the order is re-directed to another address in which case the re-delivery fee may vary depending on the suburb. We will notify the customer of any failed delivery attempts and the customer will also be advised of any additional charges that will be made to their credit card for re-delivery fees prior to the charges being debited. We also offer the customer the option to pick-up their flower order from our Beaconsfield store instead.

Once the flower order is delivered (or picked-up in store) in accordance with the customer’s instructions it becomes the responsibility of the customer. For more specific conditions and details on your flower delivery, please refer to the information below:

Delivery for Valentine’s Day – Friday 14th February 2020

  • Individual Flower Gallery cannot guarantee delivery on Valentine’s Day 14/02/2020 of any orders placed after 3pm (AEST) on Thursday the 13th of February 2020. Orders placed after 3pm on Thursday the 13th of February 2020 that are unable to be delivered on Valentine’s Day will be delivered the following day on Saturday the 15th of February 2020.
  • All orders received for delivery to local business addresses are guaranteed to arrive by 5pm on Friday 14th of February 2020.
  • All orders received for delivery to local metropolitan residential addresses are guaranteed to arrive by 7pm on Friday 14th of February 2020.
  • Due to the high volume of orders placed for delivery during the Valentine's Day period we are unable to guarantee time specific deliveries or requests for preferred times.
  • At the time of ordering it is the customer’s responsibility to ensure that the recipient’s name, address, phone number and card message is complete and correct and that there is someone at this address to receive the flowers or that it is safe to leave the flowers at this address if there is no one there to receive them.
  • Orders for delivery to cemeteries, secured buildings, security gates, etc. where the courier cannot gain entry cannot be guaranteed.
  • If we receive an order that does not have a card message supplied, we will assume that the customer does not want a card message and therefore we will proceed to deliver the order without a message.
  • The cancellation of any orders placed for delivery on the 13/02/2020 and the 14/02/2020 after 12 noon AEST on Wednesday the 12th of February 2020 will incur an administration cancellation fee of 50% of the total cost of the order.
  • If a delivery has been unsuccessful due to an incorrect delivery address or no one is there to receive them and it is unsafe to leave them there, the order will be returned to our store and you will be notified promptly. Pending your further instructions, they can either be picked up from our store, or if re-delivery is preferred (the following day Saturday the 15th of February 2020) you will incur a re-delivery fee according to the suburb it is being delivered to. Additional charges may apply if the flowers have become damaged and they need to be re-made (due to heat, etc.)
  • Due to increased courier costs an additional delivery surcharge of $5 will be added to the total cost of every order placed for delivery on Valentine’s Day Friday 14th of February 2020.

Mother’s Day Delivery

  • All orders received for delivery to local residential address are guaranteed to arrive by 7pm on Saturday 10th of May 2020.
  • Due to the high volume of orders placed for delivery on Mother’s Day we are unable to guarantee time specific deliveries or requests for preferred times.
  • At the time of ordering it is the customer’s responsibility to ensure that the recipient’s name, address and phone number is complete and correct and that there is someone at this address to receive the flowers or that it is safe to leave the flowers at this address if there is no one there to receive them.
  • If a delivery has been unsuccessful due to an incorrect delivery address or no one is there to receive them and it is unsafe to leave them there, these are the following options:
    1. Cancel the order and a cancellation fee will apply equal to 50% of the total order cost.
    2. Re-deliver the order the following day which will incur a re-delivery fee according to the suburb it is being delivered to.

Delivery for Funeral orders

Funeral orders are treated with the highest of priority at Individual Flower Gallery. All funeral orders must be placed no later than 24 hours prior to the delivery date and the following information must be supplied in the Address Details or Special Delivery Instructions to ensure the order is dispatched and delivered correctly and on time.

  • Full name of the deceased.
  • Name and address of the funeral home and the name and phone number of a relative is required.
  • The date and time of the funeral service.

 

Delivery to Hospitals/Nursing Homes

For flower delivery to hospitals and nursing homes, please supply the following information in the Address Details and/or Special Instructions:
• Full Name, married or maiden?
• Ward name or number, Campus e.g.: rehab, surgical
• The name and address of the Hospital – Public or Private
• Please specify if the recipient is a patient/resident or a staff member. Note: sometimes Doctors are also patients!

For flower deliveries to Hospitals and Nursing homes, Individual Flower Gallery recommends sending flowers and gifts that are already arranged and self-contained in a container. Please note:
• We do not recommend you send posies, bouquets or loose cut flowers as vase/container availability is usually limited.
• Most hospitals do not allow plants in soil. Surgical patients are not allowed to receive plants.
• Some hospitals do not allow flowers in intensive care or special care units. Please check prior to placing your order.

*Deliveries outside of the South Eastern Victoria areas may incur an extra charge as the order will need to be placed through Interflora.

Privacy Policy
Privacy Policy