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  Delivery Policy
 

ORDER & DELIVERY INFORMATION
Designing your perfect arrangement is the first step - ensuring that they are delivered safely and on time completes the Floressence guarantee of quality, service, value.

Preferred reliable courier services and full time drivers guarantees prompt delivery of our flowers, plants and gifts.

In order for your order to be processed and delivered as smoothly as possible the key points to remember are:
     1.100% accuracy with the recipient's name and delivery details.
     2.Include any extra instructions in your order online.
     3.Email or call the shop at any time during business hours with any queries you may have.

WHAT AREAS DOES FLORESSENCE DELIVER TO?
Floressence delivers throughout the Sydney metropolitan area between 9am - 6pm (AEST) Monday through Saturday.
You have the option of having your order delivered directly by our delivery personnel from our North Sydney facility to an address in the Sydney metropolitan area or to be wired to another partnering florist who fulfills the order and delivery. All orders to an address outside of our standard Sydney delivery zone will be relayed.

SAME DAY DELIVERY
Orders should be placed before 12:00pm in the recipient's time zone when requesting same day delivery. For same day service after 12:00pm, call our retail store at +61 2 9460-2010 for special request delivery options if and when possible.

Any order received after 12:00pm will be delivered the following business day (unless a confirmation is received from us that we can still offer same day delivery) or on a day you specify, excluding Sunday.
The cut off time for same day delivery to residential addresses and hospitals on a regular courier service is 12:00pm (AEST), Monday to Friday. The cut off time for same delivery to places of business is 12:00pm (AEST) Monday to Friday and 10:00am AEST Saturdays.
We will do our utmost to accommodate deliveries at specific times of the day, but cannot guarantee it without prior detailed notification. Presently, in most cases we are unable to make deliveries on Sundays (excluding weddings and special agreements with our store). Orders will be delivered the first business day following the weekend. Orders may also be picked up by visiting our store during regular business hours noted at the bottom of this page or click on "Contact Us" for hours of operation.

VIP DELIVERY SERVICE
If your delivery is urgent, please call Floressence on +61 2 9460-2010 for up to the minute advice on delivery availability!

If a delivery is urgent, and falls outside of regular cut off times, we do offer a VIP courier service.
This attracts an additional charge so we request that you call the shop on +61 02 9460-2010, to confirm with one of our friendly staff members

REQUESTING NON-SAME DAY SERVICE
Include which date you would like your recipient to receive the flowers in the delivery date field of the order form. If we cannot accommodate this date, we will contact you by email (or however you specify) generally within 2 hours of placing the order during business hours Monday - Friday.

CAN A REQUEST BE MADE FOR A SPECIFIC TIME FOR A DELIVERY?
A specific time for a delivery can be requested but not guaranteed. We will endeavour to fulfill your request for a specific time for delivery but it is important to note that the more notice we have, the easier it is to fulfill any special requests you may have. Orders for deliveries to work places should be placed as early in the day as possible, or the day before.

DELIVERY CHARGES
All flower arrangements, no matter where the delivery location is in the Sydney metropolitan area, include a standard delivery fee of $18.00 including GST. The only time an additional fee can be incurred is when:
     1.incorrect delivery details have been supplied
     2.an order in transit is canceled (please see cancellation policy)
     3.request for VIP delivery or after hours delivery
     4.holiday delivery
Floressence will never under any circumstance charge extra fees without prior consent, via telephone or in writing, via fax or email, from a customer.
If a delivery is urgent, and falls outside of regular cut off times, we do offer a VIP courier service. This attracts an extra charge, and we request that you call the shop on (+61 02) 9460-2010, to contact one of our friendly staff members regarding any special requests regarding VIP deliveries.

WHAT HAPPENS WHEN A DELIVERY ADDRESS IS OUTSIDE OF THE GREATER SYDNEY AREA OR IN ANOTHER STATE IN AUSTRALIA?
Floressence has a network of preferred affiliate florists that we use for our Statewide and Interstate Floral Delivery Orders. They are familiar with our style of flower design and are committed to the same high standard of flower quality and design whilst our partners are amongst the best in the business, Floressence cannot always guarantee the precise or exact presentation of the arrangement of flowers used. This is because other florists may stock different varieties of flowers and glassware and have slightly different designer styles. Therefore, when possible, we recommend that you choose the "direct delivery" option so that you can be assured of the Floressence quality, variety and overall look of each order. We relay your order to them to be fulfilled the same day when ordered before 2pm (AEST)

CAN I SEND FLOWERS OVERSEAS, INTERNATIONALLY ON THE FLORESSENCE WEB SITE?
Yes, your order for an international delivery can be placed online with us. It is important to note that a minimum time of 48 hours is required to ensure delivery. It is of the utmost importance that all details are supplied correctly - although we check over every order before we send it we need your attention to ensure there are no problems in the country of placement. As well, you may be contacted by one of our staff members for any queries.

Alternately, when there are details or concerns about ordering flowers for overseas destinations, please call us or email us and we will gladly assist you.

HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?
Every customer is automatically sent a confirmation email once we have received their order. It is very important to make sure that we have received your correct email details.

WHAT HAPPENS IF THE DELIVERY DETAILS SUPPLIED ARE INCORRECT?
It is the responsibility and obligation of the customer to provide correct delivery details. If we identify an error, Floressence will contact you to rectify but cannot be held accountable in the case of a wrong delivery if an incorrect address is supplied. If your order has been delivered to a wrong address, because of incorrect details supplied by the customer, and the order is not recovered, Floressence will not accept any responsibility for the loss.

If the order is recoverable and can be promptly picked up from the incorrect address and re-directed to the correct address there may be a re-delivery fee charged of up to $20.00. We will contact you immediately to let you know what has happened and will re-deliver at your request.

WHAT IF THE RECEIVER IS NOT HOME WHEN FLOWERS AND GIFTS ARE DELIVERED?
It is always best to either specify a time when you know the person receiving flowers is likely to be home or allow us to call the recipient to determine the best time for delivery. If the delivery is to an address with a unit number or to a hospital we always call first to ensure that the recipient will be at the requested address, at the time of delivery. If the recipient is not home and our courier believes that the flowers can be left in a relatively safe place, he will and will then advise us. We will call the recipient later on in the day to make sure they have received their flowers. If it is not safe to leave we may instruct the courier to try later or to bring the flowers back to shop. There may be an extra fee charged for re-delivery. In any case, if there are any problems that we cannot rectify, we will call you immediately to agree on further action.

CAN I CHANGE MY ORDER INFORMATION ONCE IT HAS BEEN SENT THROUGH ON THE WEBSITE?
If there are any changes that must be made, please contact us by Email: flowers@floressence.com.au  or Phone: +61 02 9460-2010

WHAT IF I WANT TO CANCEL MY ORDER?
You can cancel an order provided it is not already in transit for delivery. If flowers or gifts are in transit, there will be a $30.00 charge.

SUBSTITUTIONS
Occasionally, substitutions may be necessary to create your bouquet due to the availability of certain flowers in various parts of the country. Care is taken to maintain the style, theme and colour scheme of the arrangement, using flowers of equal value. Additionally, the substitution of certain keepsake items or glassware may be necessary due to increased demand, especially during major holidays. In single-flower arrangements, such as an all rose bouquet, or orchids, we will make every attempt to match the flower type, but may substitute with another colour. It is advised to provide a second or even third choice in flower colours and this can be noted under the "Comments" section on your Online Order form.

CUSTOMER CHANGES
Email us at flowers@floressence.com.au if you'd like to include another special note or change anything about your order. During business hours we will generally respond to you within 60 minutes of your request. Otherwise call us directly at +61 2 9460-2010 for more information.

RETURNS AND REFUNDS POLICY
We want our online customers to be as happy and satisfied with our work as if you had come to our retail shop personally. Should you have any queries or concerns please call us during normal business hours at +61 2 9460-2010.

FLORESSENCE
CORNER OF MOUNT AND WALKER STREETS
NORTH SYDNEY, NSW, 2060
PH: +61 2 9460-2010
EMAIL: flowers@floressence.com.au
Hours: Monday-Friday 8am-6pm, Saturday 10am-4pm AEST

 
 
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