Shipping policy
Terms and Conditions
Disclaimer
These terms and conditions (Terms) contain the terms under which you may access this website and purchase an item advertised on this website. You agree to be bound by these Terms when you place an order. Bloomex may update these Terms from time to time. Changes apply only to orders placed after the updated Terms are published on this page, and the Terms that applied when you placed your order continue to apply to that order.
DELIVERY POLICY
Standard delivery fee is $14.95, free when your order total after any discount is $99.95 or more. Next Day delivery, where available, is $17.95, free when your order total after any discount is $99.95 or more. Same Day delivery, in selected areas, is $19.95, free when your order total after any discount is $148.95 or more. Some regional addresses can receive standard delivery only.
Same Day Delivery: the cut-off is 1:00 pm in the delivery location's local time, Monday to Saturday, in areas where same-day delivery is offered.
Next Day Delivery: there is no separate cut-off. You can order next-day delivery up until midnight in the delivery location on the day before delivery. Next-day orders placed by 1:00 pm are charged the Next Day rate ($17.95, free when your order total after any discount is $99.95 or more). Next-day orders placed after 1:00 pm are charged the Same Day rate ($19.95, free when your order total after any discount is $148.95 or more).
Regional express delivery: $24.95, free when your order total after any discount is $248.95 or more. Our customer care team may offer Regional express on phone orders for some regional addresses and will tell you the delivery date before you pay.
We deliver to most Australian postcodes. Same day and next day delivery are not available everywhere: checkout shows only the delivery services available for the recipient's address.
There are a few remote places we cannot deliver to. Checkout tells you when we cannot deliver to an address. If an order for one of these addresses does go through, we will contact you and refund it in full.
When we deliver
Delivery times will depend on your location. Generally, deliveries occur between 8 am and 5 pm (9 pm for residential addresses), Monday to Friday, and on Saturday where checkout offers a Saturday date for the recipient's address. In areas we reach by courier, deliveries are Monday to Friday only.
We do not deliver on Sundays. Public holidays and seasonal periods, such as Christmas and New Year, can differ from our usual delivery days. The dates shown at checkout for the recipient's address are always the final word.
Sometimes there are delays beyond our control. Flat tyres, traffic jams, or bad weather can cause delays. If you request a specific time of delivery, we will make every effort (but do not guarantee) to deliver at the requested time.
Delivery instructions
Our couriers do not call prior to delivery. Please ensure the recipient is home to receive the items.
Where the intended recipient is not at the delivery address, our couriers will leave the item in accordance with your instructions or otherwise in a secure location if one is available at the delivery address.
If no person is present to accept the flowers at the specified location, our driver would act at his or her discretion based on weather conditions, safety, security, etc.
Where a secure location is not available, our couriers will leave a note advising the recipient to contact Bloomex to arrange for redelivery. We may charge you $14.95 for the cost of redelivery, but will seek your authority prior to charging this fee to you.
If you provide us with an incorrect delivery address, you must pay $14.95 for the redelivery of your order to the correct address. If the original flowers can no longer be delivered in good condition, a new arrangement is needed and we will charge the product price for it. We will confirm this with you before charging.
High volume days
Around Valentine's Day, Mother's Day and Christmas, cut-off times may be earlier and some delivery dates may sell out. Checkout shows only the dates still available, so please order well in advance.
Delivery date
You choose a delivery date at checkout. For some addresses, checkout may also show a later date, for example that we will aim for 4 November but delivery may be as late as 5 November. In that case we aim for the date you chose, and delivery on the date you chose or on any day up to the later date shown is on time. Where checkout shows no later date, we deliver on the date you chose. If you paid for same-day or next-day delivery and your order arrives after the date you chose, we will refund the difference between the delivery charge you paid and the standard delivery charge for your order.
We cannot promise a particular time of day. Events outside our control, such as severe weather, can still cause delays.
ALCOHOL POLICY
You must be 18 years or older to purchase any alcoholic products from us. If you are purchasing an alcoholic product, you warrant to Bloomex that you are 18 years or older and that the recipient of the product is 18 years or older. Bloomex will not be liable if an underage person buys an alcoholic product by giving false information about their age or the recipient's age. You indemnify Bloomex for any loss or damage suffered by Bloomex for a breach by you of this warranty.
Orders that include alcohol are handed only to a person aged 18 or over, who will be asked to show photo ID (a driver licence, passport or proof-of-age card). We never leave alcohol unattended, even if you have asked us to leave the order at the door or in a safe place, and we will not hand it to anyone who is under 18 or appears intoxicated.
ORDER AND CANCELLATION POLICY
Our customer care team is available 24/7, by phone, email and live chat.
Order Information Changes
Please double-check all the information in your order to ensure it is correct.
All changes and updates to the order must be done within 1 hour of placing the order.
A $10 administration fee will apply for any changes and updates requested after this 1-hour period.
Order Cancellations
It may be possible to cancel your order, depending on the time of cancellation request. Cancellation fees may apply.
- For cancellations requested within one (1) hour of placing the order, cancellation is at no charge.
- For cancellations requested from one (1) hour after the order is placed, up to thirty-six (36) hours prior to the delivery date, a $25 cancellation fee will apply.
- For cancellations requested with less than thirty-six (36) hours to the delivery date, a cancellation fee equal to the total cost of the product will apply.
Orders for delivery on Valentine's Day (14 February) or Mother's Day, or in the three delivery days before either, or from 21 to 24 December, cannot be cancelled or refunded for a change of plans once the free one-hour cancellation period has passed, even with a cancellation fee. This does not affect your rights under the Australian Consumer Law if your order is faulty, late or not delivered.
Unfortunately, we are unable to cancel or change orders that are already prepared or are with our courier for delivery.
REFUND POLICY
We understand the importance of on-time delivery, fresh flowers, and the happiness that they will bring.
If you are unhappy with an experience that you have with us, please email [email protected] with your order number, a photo of the products as delivered, and the nature of your concern. Fresh flowers and fresh food are perishable, so please tell us about a quality problem with them within 7 days of delivery, with a photo, so we can check it. For plants, vases, teddy bears, chocolates, wine and other gifts, please contact us as soon as you notice a problem. Our customer care team aims to acknowledge your message within one business day. Our Complaints Handling Policy explains what happens next.
We stand by our products. For approved quality issues, we will resend a new product free of charge, or give you a full refund where you are entitled to choose one. Your rights under the Australian Consumer Law are set out in our Refund Policy and Terms of Service. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This promise is given by Bloomex Pty Ltd, Level 9, 550 Bourke Street, Melbourne VIC 3000, +61 1800 905 147, [email protected]. Making a claim costs you nothing: we pay for any replacement and its delivery. The benefits of this promise are in addition to your other rights and remedies under the Australian Consumer Law and other laws.
Dissatisfied with the Quality of the Flowers
Our flowers come fresh from our growers. If you received damaged flowers, please send a picture of the received arrangement to [email protected] with the order number in the subject line within 7 days of arrival. We will be happy to resend a new product free of charge, or, if the damage is a major failure, give you a full refund if you prefer. We may arrange to collect the flowers or other items from the delivery address, at our cost. This will not delay your resend or refund.
Our promise to resend, and your rights under the Australian Consumer Law, are set out under Refund Policy above.
CORPORATE ORDERS - INVOICING:
For Corporate Partners who have agreed to receive monthly invoicing from Bloomex by clicking "Submit Order," you agree to pay the total amount invoiced upon receipt. Failure to remit payment or abuse of Corporate discounts will result in the termination of account(s); you will still be responsible for the total payment invoiced by Bloomex at that time should account termination occur.
This website is operated by Bloomex Pty Ltd (ABN 27 147 609 443), with its business address at Level 9, 550 Bourke Street, Melbourne VIC 3000. All products and services purchased through this site are supplied by Bloomex Pty Ltd. By placing an order on this site, you are entering into a contract with Bloomex Pty Ltd.