Terms & Conditions

Terms of use

These Terms and Conditions govern the use of poppyrose.com.au and the purchase of any goods from it. Poppyrose.com.au is owned and operated by Poppy Rose Flowers Pty Ltd (ABN 34 626 437 367)

Please note that by using this website you agree to be bound by its terms, conditions, disclaimers and limitations of liability. You also acknowledge that you have read and understood these Terms and Conditions. Poppy Rose Flowers Pty Ltd reserves the right to amend or update this information at any time without providing notice.


Prices and Payment

Our prices are displayed on multiple pages through our website. All prices are inclusive of delivery, with the exception of our add on products. These products must be added to a product which includes a delivery fee.

The cost of delivery is built into our products using an average cost per delivery calculation. This applies to any suburbs that fall within our set delivery zone. Deliveries within our set delivery zone are complete by our own team of couriers. Any suburbs outside of this area incur an additional delivery fee and may be delivered by a third party courier. The cost of delivery may change without notice and any new prices will be clearly displayed on our website.


Current size options and prices are listed below.

Small – $44 including delivery to selected suburbs
Medium – $70 including delivery to selected suburbs
Mega – $125 including delivery to selected suburbs
Custom bunches – start at $145 including delivery to selected suburbs

Sometimes we have additional products available on our website and these prices vary based on the product being sold.

All prices are quoted in Australian dollars.

Payment methods we accept on our website:

Visa & Mastercard – processed using Stripe payment gateway
Paypal – processed using Paypal gateway
American Express – processed using Stripe payment gateway

We only use secure methods of payment on our website and payment information is stored or collected by Poppy Rose Flowers Pty Ltd. We have a current SSL certificate.


Ordering

For Poppy Rose to process your order, we some information from you. These details include your name, email address, phone number and payment details.

For information on how we obtain, store and use your personal information please see our Privacy Policy.

Full payment will need to be successfully processed before we can deliver your flowers.

Once your order has been placed, you will receive an order number on the screen. We recommend that you take note of this order number. You should receive a message on screen confirming your order once your payment has gone through. You should also receive an email to your nominated email address with an order confirmation. If you don’t, there may have been a problem with processing your order. Please let us know if this happens, by emailing hi@poppyrose.com.au. Please keep your order number somewhere safe so that you can use it as a reference if you do have any queries relating to your order.

The receiver’s full and correct name and delivery address are minimum requirements needed in order for your delivery to go ahead. If your order is missing information we will contact you and try and get the information that we need. If we are not able to reach you before the order is due to leave our studio, we will hold the order until we have further instruction from you.


Delivery areas

We currently operate in Brisbane only.

Please see the ‘Where we deliver’ page on our website for a full list of suburbs that we service. This includes suburbs that fall within our set zone as well as suburbs that don’t. Any suburbs that don’t fall within our set zone incur an additional courier fee, which is listed on the page.

The information on this page is subject to change without notice. Any changes will be updated on our website as they occur.

If the suburb you are delivering to does not appear on this list, it does mean that we do not service this suburbs. Please contact us at hi@poppyrose.com.au before placing your order. Poppy Rose Flowers Pty Ltd has the right to refuse and refund any order placed for delivery out side of our set delivery zone.

Our delivery hours are between approximately 12:30pm and 5:30pm for business addresses and 12:30pm and 6:30pm for residential addresses.

Due to the nature of the business we are not able to guarantee delivery at or by a specific time of day. Some times there are situations that are beyond our control that might delay our delivery schedule. In these rare cases we will do everything we can to deliver your flowers within these time frames. If we can’t do that, we will contact either the sender or receiver to make alternative arrangements. If you require your flowers by a certain time, please contact us at hi@poppyrose.com.au so that we can provide you with a quote for a third party courier to deliver your flowers.


Delivery information

We use a delivery tracking program called DeTrack. You should receive an email notification from DeTrack once your driver is on their way to your complete your delivery. Once your delivery has been completed, you should receive another email notification containing the time of your delivery. For any deliveries accepted by a person, their name and signature should appear on your proof of delivery. For any deliveries not accepted, there should be a photograph of where your flowers have been left. For any unsuccessful deliveries, you should receive a failed order email notification explaining why were weren’t able to deliver your flowers. Our customer service team will be in touch ASAP to discuss the next steps with you.

We are unable to provide any refunds for non-deliveries due to any of the reasons below or for any other reason that falls out of our scope of control that is not listed below.

If the recipient is not home
We will leave flowers at or near, the front door if no clear delivery instructions have been left and we feel that it is safe to do so. This is providing that we are able to safely access the property. If we need to leave the flowers somewhere hidden in order for them to be safe, we will include a photograph on our automated proof of delivery email notification. 

Secure properties and building complexes
If we are not able to access a property for any given reason we may not be able to leave the flowers at the property. Due to recent circumstance where flowers have been left in communal areas (ie, the lobby) and have been stolen, we will now not leave any flowers in these areas without written consent from the sender or receiver permitting us to do so. Once this has been confirmed by either party Poppy Rose can take no responsibility for any flowers that are stolen.

If there is no where safe to leave the flowers, we will do our best to contact the sender or receiver (by phone or text), if we have sufficient contact details. If we are not able to reach either party the flowers will be returned to our studio and our customer service team will be in touch to organise a re-delivery which will be at the cost of the sender. Our drivers are not able to wait for long periods of time for their calls to be responded to so if they do not hear back within a certain time frame, they will continue on their delivery run.

It remains the responsibility of the sender to ensure that the address they are delivering to is accessible and if we do have to re-deliver due to these circumstances, there will be an additional re-delivery fee. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates.

Hospital deliveries – discharged patients
If we are unable to complete a delivery because a patient (receiver) has been discharged from hospital, the flowers will be returned to the studio. We will attempt to contact the sender to organise a re-delivery. Re-deliveries may not be possible on the same day if the receivers home address is not close to the original destination on the order. There will be an additional re-delivery fee applicable. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates.

Hospital deliveries – incorrect name provided
If an incorrect name is provided and the hospital staff are not able to locate the receiver, we may not be able to deliver your flowers. We will attempt to contact the sender (by phone or text). If we are not able to reach you, the flowers will be returned to our studio. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There will be an additional re-delivery fee applicable. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates.

Recipient has moved house
If the person living at the delivery address provided does not go by the name that the order is address to we will attempt to contact the sender (by phone or text). If we are not able to reach you, the flowers will be returned to our studio. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There will be an additional re-delivery fee applicable. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates. *If there is no one home to accept the delivery and we leave the flowers at the front door, the same terms apply. If the person living at the address does not come forward to return the flowers, you will need to place an entirely new order. Our couriers will not call every recipient upon delivering their flowers. We will only contact the recipient if we are having trouble delivery their order or there is a known issue with the delivery address.

The business has closed
Our delivery hours are between approximately 12:30pm and 5:30pm for business addresses and 12:30pm and 6:30pm for residential addresses. If the business you are delivering to closes before 5:30pm, we can not guarantee that we will be able to arrive any earlier. Please advise our customer service team if the business closes earlier than 5:30pm so that our drivers are aware. Some days we are able to alter our delivery schedules slightly to meet these requirements, but only if it does not affect the entire outcome of the run. These decisions are made at the discretion of the Poppy Rose customer service and delivery team. If we arrive before 5:30pm and the business is closed, we will attempt to contact the sender (by phone or text). If we are not able to reach you, the flowers will be returned to our studio. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There will be an additional re-delivery fee applicable. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates. *Sometimes we run into unforeseen problems on the roads which cause delays in our delivery schedule. If we arrive at a business address after 5:30pm and the business has closed, Poppy Rose will cover the cost of delivering your flowers. We will make contact with the sender or receiver to arrange an alternative delivery time.

The receiver has gone home from work early
If the receiver has left work early we will leave the flowers with a colleague for them to be passed onto the receiver when they return to work. We are not able to re-direct the flowers to a different address once they have left our studio.


Days of operation – deliveries

Poppy Rose deliveries do not operate on weekends, public holidays or over the Christmas period, so flowers cannot be sent on these days. Unavailable delivery dates should not be available to use on our website. If flowers are ordered for delivery on any of these days, we will automatically deliver them on our next business day.


Availability of product & cut off times for same day delivery

We provide one style of flowers per day. This changes every day and the website is updated to reflect these changes. A limited number of bunches are available each day and once we sell out, you will not be able to order flowers for delivery that day. The home page will be updated when flowers are no longer available to purchase for the day, stating that we have sold out. You will then be able to order for a later date. Our order cut off time for same day delivery is 12pm (unless sold out earlier). If you have been holding a product in your shopping cart and the order is processed after 12pm, your flowers will be delivered on our next business day.


Sending flowers on a later date

If you choose to ‘send later’ you accept that you may not see the style of flowers until the day of delivery. We purchase our flowers fresh every morning so we won’t be able to tell you exactly what the daily flowers are until the day of delivery.


Cancellations and changes to your order

We require 24 hours notice for any order cancellations. If your order is cancelled within 24 hours of your delivery date, there will be a 100% cancellation fee applicable.

We understand that things happen and sometimes you might need to make changes to your order. Any changes must be made before your flowers leave our studio. Once your flowers have left our studio, we are not able to make any changes to your order.


Refunds

We are unable to offer any refunds if incorrect delivery information is provided or if we are unable to deliver your flowers due to an issue that is outside of our control.

It remains the sender’s responsibility to make sure we are provided with detailed and accurate delivery information and that we have adequate instructions on how to manage their delivery to a building that is not accessible.

Our courier will try to contact you (via text or phone) if they have any problems with your delivery. If we are not able to reach you, the flowers will be returned to our studio. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There will be an additional re-delivery fee applicable. The minimum re-delivery fee is $15 if the suburb falls within our set delivery zone. If the suburb falls outside of this area, the re-delivery fee will be calculated based on the third party couriers rates.

In most circumstances, we are not able to re-deliver your flowers on the same day. Our customer service team will be in touch to arrange a re-delivery with you.

If you are not happy with the quality of  your flowers please email us with an explanation and a photograph of the flowers in questions. Without a photograph of the flowers we are not able to properly assess your claim. If we agree that the flowers did not meet our standards we will organise for a replacement bunch to be delivered to the same address as your original delivery. Due to the fact that flowers are a natural product we have a no refund policy on these products.


Flowers used

We use many different types of flowers on a daily basis and each type is different from the other. Our flower choices are heavily based around seasonal availability and quality. We source our flowers from our local growers markets and interstate wholesalers. We do our best to source quality products but flowers and plants being a natural product sometimes this is out of our control. While we do try and make sure that all of the flowers that leave our studio are of a high standard of quality we are not able to avoid natural markings and discolouration of some petals/leaves.

Your flowers will always last longer in the cooler months. We are unable to provide any refunds due to heat affected flowers.

You should expect your flowers to last at least 2-3 days. If for any reason (excluding extreme spikes in temperature) they last less than 3 days please let us know so that we can look into why.

It is the responsibility of the receiver to follow correct procedures when caring for their flowers.


Size standards

Small: This is the smallest option available. Our small bunches are $44 including delivery. Our small bunches contain approximately 5 stems of flowers and some foliage.

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Medium: Our Medium bunches are $70 including delivery. Our Medium bunches contain approximately double the amount of flowers to our Small bunches.

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Mega: Our Mega bunches are $125 including delivery. Our Mega bunches contain approximately four times the amount of flowers to our Small bunches.

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We are not able to provide any refunds or re-deliveries regarding the size of the bunch of flowers received.

Every day the size of our bunches will vary depending on the flowers used but each bunch contains the same value of flowers. The size of the bunch and the size and colours of individual flowers recevied may vary slightly from our images on our website and social media. This is due to the fact that flowers are a natural product.

Delivery is included in the price of your flowers. A service fee is also included in the cost of your flowers – this covers the labour and expenses related to making this service available. All of our pricing also includes GST.

Every bunch that leaves our studio is photographed and advertised prior to being delivered so that customers have the opportunity to see what they are ordering/have ordered. Our photographs are a clear and true representation to what is being ordered. Sizes, flowers and colours may vary slightly due to being a natural product, but changes should only be minor.


If you have any concerns or are not happy with the quality of the flowers within your bunch, we want to hear from you.

Please provide a clear photograph of the flowers that you are concerned about and we will assess the issue from there. It can be difficult to assess an issue with a delivery if the photograph supplied is not clear or does not show the entire bouquet. We do require a clear photograph in order to assess the quality properly. If we believe that your flowers do not meet our standards, we will send you a replacement bunch at our cost.  This decision is at the discretion of the Poppy Rose management team.


If you have any further questions, please contact us at hi@poppyrose.com.au or on 07 3395 4273.

All copyright, trademarks and other intellectual property is owned by Poppy Rose Flowers Pty Ltd.