Hidden Florist – Terms, Delivery, Cancellations & Refunds

Ordering & Payment

All orders must be paid in full at the time of booking (online, phone, or in-store).

For large or special orders (e.g. large scale events, unique colours, imported flowers),
 full payment is required before we order from our growers.

Prices include GST.

Cancellations

Once flowers have been purchased,
prepared, or dispatched, cancellations are non-refundable.

Special orders (flowers purchased specifically for you) are non-refundable.

If you cancel more than 48 hours in advance and flowers have not yet been purchased from suppliers or prepared by florists,
 a refund or store credit may be offered at our discretion.

A $15 administration/transaction fee will be deducted from any approved refunds for change of mind cancellations.

Substitutions

We guarantee your order will be of equal or greater value and will reflect the style and colour palette selected,
but the exact flowers or overall look may vary.

Delivery Policy

Deliveries are made between 10am–4.30pm.
School and business deliveries are prioritised earlier.

Specific delivery times cannot be guaranteed.
We’ll do our best to meet requests, but traffic and supplier schedules may affect timing.

If no one is home and “Authority to Leave” is selected, flowers will be left in a safe, shaded spot.
Hidden Florist is not responsible for loss or damage after delivery.

Alcohol cannot be left unattended and will not be given to anyone under 18. ID may be required.

If delivery details are incorrect, or we cannot access the property (e.g. locked gates, unsafe pets),
 the order will be returned to our store and a redelivery fee will apply.

Deliveries to new estates may require clear instructions as GPS mapping may not be accurate.

Same-day delivery is available up to 2pm cut-off for Sunbury/Diggers Rest/Riddells Creek/Gisborne and 12 noon cut-off for other suburbs Monday to Friday
On Saturdays cut off time is 12noon to all suburbs,
During Peak Times (Valentine's Day, Mother's Day, Christmas etc), delivery times will either be extended or reduced

Refunds & Returns

Flowers & Plants

As flowers are perishable, we cannot accept returns for change of mind.

If your flowers arrive damaged, incorrect, or fail to last a reasonable time (3–5 days with proper care),
please contact us within 24 hours with photos. We will replace, refund, or credit in line with Australian Consumer Law.

Event Work (Weddings, Funerals & Installations)

Event flowers are created to look their best on the day of the event. Due to their perishable nature,
they are not intended to last beyond the event date.

Our responsibility is to ensure flowers are fresh and suitable for the agreed event.
Once delivered or installed, flowers are considered accepted.

Refunds or replacements are only provided if the flowers do not arrive in acceptable condition,
are not as described, or fail to meet the agreed purpose.

Gifts & Merchandise
(candles, diffusers, soft toys, hampers, chocolates, alcohol)

Change of mind:
Non-perishable items may be returned within 14 days if
 unused, unopened, in original packaging, and proof of purchase is provided.
Food and alcohol cannot be returned for change of mind.

Consumer guarantees:
If an item is faulty, unsafe, not fit for purpose, or not as described, you are entitled to a repair, replacement, or refund
under Australian Consumer Law.

Major faults = your choice of refund or replacement. Minor faults = we may repair, replace, or refund.

Items marked as “seconds” or “samples” cannot be returned for the identified fault,
but new faults are still covered under law.

All returns must be physically brought back to our store for assessment.
We cannot process returns of used items by phone or email alone.

Copyright

All website images and branding are owned by Hidden Florist and protected by copyright law.

Our Promise

We create and deliver everything with love and care.
 While flowers cannot be treated like a handbag or candle,
we’ll always work with you under Australian Consumer Law to make sure you’re looked after.