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Terms of service

Disclaimer

These Terms and Conditions (Terms) contain the terms under which you may access this website and purchase an item listed 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:

A delivery fee of $14.95 will be added to your order unless 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. Some regional addresses can receive standard delivery only.

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.

Same Day Delivery:

A delivery fee of $19.95 applies to Same Day Delivery unless your order total after any discount is $148.95 or more.

The order cut-off time for Same Day Delivery is 1:00 pm in the delivery location. If you attempt to place your order after 1:00 pm in the delivery location, you will not be able to select Same Day Delivery as an option.

Please note: Same Day Delivery is available in selected areas only, mainly in major metropolitan areas, and is not available for certain products. Checkout shows whether it is available for the recipient's address.

Delivery Times

Regular Delivery:

Delivery charges and the 1pm cut-off are set out under Delivery Policy above.

Same Day Delivery:

See Same Day Delivery under Delivery Policy above.

Delivery Times:

Business Addresses: Deliveries will occur between 8:00 AM and 5:00 PM.

Residential Addresses: Deliveries will occur between 8:00 AM and 9:00 PM.

We deliver 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.

Note: We strive to deliver as early as possible within these timeframes. For specific time requests, please contact our customer service team (using the number displayed at the top of the website, or via live chat) to place your order directly. Our team will guide you to the best delivery option available.

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.

Please note: Unexpected delays due to factors such as traffic conditions or weather may occur. While we make every effort to deliver at requested times, specific time deliveries cannot be guaranteed.

Free Shipping Specials:

Free delivery promotions do not apply to same day delivery unless the offer says so. Same day delivery is still free when your order total after any discount is $148.95 or more.

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.

Delivery Instructions:

Our couriers do not call prior to delivery. Please ensure the recipient is available to receive the items.

If the recipient is unavailable at the time of delivery, our couriers will follow your provided instructions or leave the item in a secure location if available. If no secure location is available, a note will be left advising the recipient to contact Bloomex to arrange for re-delivery. A re-delivery fee of $14.95 may apply.

SUBSTITUTION POLICY

Flowers are natural and seasonal, so colours and bloom sizes can vary a little from the photos, and fruit and gourmet items may vary with supply and season. Where a product comes in more than one size, the photo may show a larger size; smaller sizes have fewer flowers.

Sometimes a flower, colour, container or gift item is unavailable. When that happens, we make careful substitutions of equal or greater value that keep the style, colour palette and occasion of the product you chose. These substitutions do not need your approval.

If the product you chose is unavailable altogether and we cannot make it in the same style, we will contact you before delivery and wait for your approval to substitute a similar product of greater value. Your order will be on hold until we hear from you, and you can choose another product or a full refund instead. If we cannot reach you in time for your delivery date, we will not send a substitute and will give you a full refund.

Substitution Details

Where a specific flower type or colour is unavailable within the given time frame of delivery, Bloomex will use types or colours that achieve the same overall shape, style and effect.

  • In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.
  • For one-of-a-kind flower arrangements, such as all roses, we will make every attempt to match the flower type, but may substitute with another colour.
  • For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another colour.
  • Gourmet Gifts & Specialty Items (including, but not limited to, Fruit and Gift Baskets, Cookies, Cakes, Chocolates, Teddy Bears, Balloons, and Vases): These items may be substituted with another specialty item of equal or greater value and of similar theme and category. Images of gift baskets represent the number of products included; type and actual product variety will vary.

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

Incomplete order: orders placed with incomplete delivery information will be held until delivery information has been inputted. In the event that the delivery date selected is no longer available your order will be moved to the next available delivery date at the time that order was completed. Incomplete orders cannot be refunded. We will fulfil the order on the next available delivery date or issue a store credit for a future purchase. This does not affect your rights under the Australian Consumer Law.

Our customer care team is available 24/7, by phone, email and live chat.

Amendments are allowed without charge within 1 hour of placing your order. Cancellations are covered under Cancellation below.

ORDER INFORMATION CHANGES

Please double check all information in your order to ensure it is correct.

All the 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.

CANCELLATION

It may be possible to cancel your order, depending on the time of the 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 order is placed, up to thirty-six (36) hours prior to delivery date, a $25 cancellation fee will apply.
  • For cancellations requested with less than thirty-six (36) hours to delivery date, a cancellation fee equal to the total cost of the product will apply.

Unfortunately, we are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery.

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.

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, cyclones, earthquakes and the like). In these cases the delivery will occur on the next possible delivery date. This does not affect your rights under the Australian Consumer Law.

REFUND POLICY

We understand the importance of on-time delivery, fresh flowers and the happiness that they will bring.

If any product ordered by you arrives late, or is damaged or is not of acceptable quality, you may have (1) legal rights and remedies in Australia under the Australian Consumer Law and other rights under other consumer laws applying in each Australian state and territory; and/or (2) to have the product replaced or to receive a refund of the price paid by you for the product.

If the defect in the product is a major failure within the meaning of the Australian Consumer Law, you are entitled to choose between a full refund or a replacement product. Any replacement product will be of the same type and value as the product purchased, subject to availability. If a replacement product is not available, we will give you a full refund.

If the defect in the product is a minor failure within the meaning of the Australian Consumer Law, we will fix it within a reasonable time by giving you a replacement product or a full refund, at our choice. If we do not, you can reject the product and choose a full refund or a replacement.

Refunds are made to the payment method you used to place the order.

Please choose carefully, as we will generally not provide a refund or exchange simply because you change your mind.

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. 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.

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

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.

Terms of Service for SMS Communications and Consent for SMS Communication

By providing my phone number to Bloomex, you agree and acknowledge that Bloomex, may send Customer Care and Marketing text messages to your wireless phone number for updates related to floral products and services, delivery notifications, delivery updates, promotions, marketing, discounts, and customer care. No mobile opt-in or text message consent will be shared with third parties or affiliates for marketing purposes. Information obtained as part of the SMS consent process will not be shared with third parties or affiliates for marketing purposes.

If you have consented to receive Customer Care and Marketing text messages from Bloomex, you may receive text messages related to floral products and services. Below is an example:

Customer Care Example:

  • Good morning Sarah, this is Bloomex. We wanted to give you a courtesy reminder of your scheduled flower delivery tomorrow, please give us a call back at +61 1800 905 147 or reply to this message with any questions or concerns. Reply STOP to opt-out of SMS messaging.

Marketing Example:

  • Hello Sarah, this is Bloomex. We are now offering a 20% discount on all deliveries placed before 2 June. Please visit our website https://bloomex.com.au for more details. Reply STOP to opt-out of SMS messaging.

Standard Messaging Disclosures

Message and data rates may apply

Message Frequency: SMS frequency will be between 5-1000 messages daily company wide. Message frequency may vary depending on the type of communication.

You can opt-out at any time by texting "STOP". Reply "START" to opt in to receive text messages again.

For assistance text "HELP" or visit our Privacy Policy and SMS terms and conditions. For more information please visit our Privacy Policy page and Terms of Use page

CORPORATE ORDERS - INVOICING:

For Corporate Partners who are approved 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 termination of account(s); you will still be responsible for 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.