Dear Valued Customer,
Thank you for choosing Flowers By Helena to create your beautiful florals. Below is outlined a couple of things to remember with our services. This is divided into two parts, first being for general business and local flower deliveries and the second being specific to weddings.
Please read carefully as you are agreeing to these terms and conditions when you engage our services.
Disclaimer & Legals
All customers of Flowers By Helena agree to abide by the following terms and conditions. Flowers By Helena reserves the right to change these at their discretion.
Covid-19 Policies and Procedures
As the global outbreak of Coronavirus (COVID-19) continues to evolve throughout the world, our team at Flowers By Helena are taking steps to minimise the risk of exposure to our homeland, here in Australia.
We have introduced additional health and safety protocols to take care of our team, valued customers and lucky recipients.
These recommendations have been implemented with regard to suggestions made by the World Health Organisation and Australian Government bodies, including but not limited to:
- Delivery drivers have been given 'authority to leave' for all deliveries, and will leave gifts in a safe spot if available
- Delivery drivers will still contact the recipient on delivery by knocking on the door or providing their name at reception
- Delivery drivers are regularly sanitising hands during delivery runs
- Additional workspace cleaning and staff hygiene practices across all of our team - Expanding physical space between all of our team, as well as our floral and office
workstations
- Mandatory self-isolation periods for all staff returning from overseas travel
We are committed to ensuring we can deliver the most beautiful premium flowers to our customers!
Our Commitment
All flower delivery orders are processed within 1 to 5 business hours (excluding weekends and holidays) on the day of delivery after receiving your order confirmation email. You will receive another notification when your order has been shipped/delivered. For busy times such as Mother’s Day & Valentine’s Day there may be a delay in processing and delivery. Please see specific conditions for cut off times etc below.
Mother's Day
We can do same-day delivery by 6pm for all orders to Warwick Qld township placed before 1pm on the Friday before Mother’s Day and 12pm on Saturday before Mother’s Day, subject to flower availability.
Orders for delivery on Sunday (Mother’s Day) must be placed before 4pm on Saturday before and are guaranteed to be delivered by 5pm on Mother’s Day, subject to flower availability.
Delivery of orders to rural route addresses, secured buildings or cemeteries cannot be guaranteed.
Changes / Cancellations
Please make sure all order details are correct at the time of ordering.
As of 5pm (time in local delivery area) Friday before Mother’s Day, we are unable to vary any orders for delivery on the Saturday.
As of 12pm (time in local delivery area) Saturday before, we are unable to vary any orders for delivery on Sunday (Mother’s Day).
As of 5pm (time in local delivery area) Friday before, we are unable to cancel any orders for delivery on the Saturday and Sunday(Mother's Day).
Due to high demand, some colours and variations of flowers may need to be substituted to meet delivery times.
Valentine’s Day - 14th February.
Guaranteed Delivery
We guarantee all deliveries to a residential address by 7pm and to a business address by 5pm on Valentine’s Day 14th February. We are unable to offer or guarantee any other specific timed deliveries on these dates. If an order to a rural address cannot be delivered same day, we will endeavor to deliver the following business day.
Please note: deliveries to some rural areas, cemeteries and secured buildings are not covered by this guarantee.
Orders for delivery on the day 14th February will incur our usual delivery charge for most areas. Delivery fees for regional and remote areas may be higher.
For orders placed after 5pm AEST on 13th February for delivery on 14th February, we will endeavor to deliver by the above times otherwise by the following business day.
Unless otherwise pre-arranged, if no one is home at the address specified, we will leave your delivery at the front door or somewhere safe. We will send a message to the phone number provided, stating where we have left the delivery.
Substitutions & Products
Products that are available on www.flowersbyhelena.com.au may not always be in stock and may be substituted with a product of equal or higher value. This may include, but is not limited to, flowers, containers, chocolates and soft toys.
Order Alterations
Due to the volume of orders for delivery on Valentine’s Day, as of 5pm AEST, 12th February, we are unable to amend any orders that are due for delivery on 14th February. It is the responsibility of the customer to double check during the order process and also their confirmation email provided to ensure the recipient’s name and address are correct and complete.
Order Cancellations
We are unable to cancel an order placed for delivery on 14th February or a 50% administration charge will apply – this charge will be based on the total cost of the order.
Flowers By Helena offer Delivery for town addresses in Warwick Qld 4370.
Additional delivery fees are applicable outside the township. Please phone 0403799185 for other rural areas. Killarney 4373 and Allora 4362 delivery fee of $30 will be charged at checkout. Stanthorpe 4380 delivery fee of $25 will be charged at checkout.
If a delivery was unsuccessful by the fault of the customer (e.g wrong delivery address provided) then the cost of re-delivery will be charged to the customer. It is the customer’s responsibility to contact Flowers By Helena to arrange delivery again.
Deliveries are made from 8am on opening days (Monday – Friday). If you have ordered online, you will receive an email once your flowers have been delivered.
If no one is home when we take your delivery, we will leave products at the address either at the front door or in a safe place. If this occurs, we will send a text message/email or phone the number you provide letting them/you know that it has been delivered and where it has been left.
All our fresh flowers are delivered with a water source to ensure they are as fresh as possible for the recipients.
You can skip the shipping fees with free local pickup at Flowers By Helena, 426 Kingsleigh Road, Rosenthal Heights, 4370. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 5 hours on business days. We will send you an email when your order is ready.
Our in-store pickup hours are 9:30am – 2pm on Monday – Friday. Please have your order confirmation email with you when you come. For pick up outside these times, please call 0403 799 185.
When your order is being Processed, Out For Delivery and Delivered, you will receive an email notification from us which will include your order number. You can phone or text us for further updates if required on 0403 799 185.
If you haven’t received your order on the specified delivery day, please contact us at info@flowersbyhelena.com.au or phone 0403 799 185 with your name and order number, and we will look into it for you.
Please be aware that we do not deliver to PO Boxes.
Order Confirmation
Once your order has been placed online, Flowers By Helena will send you a confirmation email summarising your order.
It is the responsibility of the customer to check the details of the order provided on the order confirmation to ensure they are correct.
Varying or Cancelling an Order
As we offer a same day delivery service, we would ask that you advise us of any variations or cancellations to your order as soon as possible.
Any variations or changes to your order once it has been placed may incur an additional fee and payment of fees is required prior to delivery.
You may cancel your order at any time, however, if the order has already been dispatched, delivery and wastage fees may apply.
We do not accept returns after customer has received delivery or after order has been picked up. As most of our products/services are customised orders (wedding bouquets/formal flowers), we cannot accept returns unless in extenuating circumstances.
In the event that your order arrives damaged in any way, please email us as soon as possible at info@flowersbyhelena.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at info@flowersbyhelena.com.au.
Our Policy
As flowers are a natural product and subject to seasonal and practical availability, it may be necessary for Flowers By Helena to make substitutions to flowers, packaging and merchandise in order to deliver orders on time or where flowers or products are temporarily unavailable.
In the case where a specific flower type or colour is unavailable within the given time frame of delivery, substitutions may be made for flowers of a similar shape, size and value. Different flower types and colours may be used if the overall effect of the arrangement is maintained.
All substitutions will be made with appropriate products to the same value or greater than the original order.
Product Freshness
We only use the freshest and best quality product at Flowers By Helena. As such, some stems, including Lilies, iris and alstroemeria, may be closed when
received. Trim stems of cut flowers before placing in water. Arrangements should have water top ups daily.
Website Pricing
All prices on the Flowers By Helena website are shown in Australian Dollars ($AUD) and are inclusive of GST.
After an order is processed for delivery to a regional area, we reserve the right to vary the price and will seek the customer's consent to continue with the increase, or provide a full refund.
Promotion Codes
Only one promotion code may be used per order. This is applicable for orders placed via the website and phoning direct. If you need assistance with an existing promotion code please call us on 0403799185 before placing your order.
Payment
We accept payment by Visa & Mastercard credit cards over the phone and Paypal online.
When providing your credit or debit card details you are agreeing that you are authorised to use that card and it must have sufficient available funds to cover your charges.
o Anypersonalinformationwecollectwillonlyeverbeusedbyus.Wewillnotdisclose any of your personal information to anyone other than Flowers By Helena staff without your prior consent.
o Whilewetakeextracaretoprovideyouwiththebestqualityflowersatthebestprice, we cannot guarantee exact matches of colours and flowers. Flowers are natural beauties and no two are the same!
o Someflowersareseasonal.Wewillbendoverbackwardsandjumpthroughhoopsfor you to get the flowers that you want, but sometimes even we cannot make them grow when we want them! But rest assured that we will use a close substitute if necessary, and they will still look amazing!
o Quotesarevalidfor14days.Afterthistime,pricesmayvary.Oncea20%bookingfeeis paid those prices will not increase more than 10% for your original wedding date. It is rare that we ever need to increase the price once quoted.
o 20%bookingfeeisnon-refundable.
o Intheeventofapostponement,wewillworkwithyouanddoeverythingwecantobe
available for your new date. However, prices may vary.
o Cancellationsmustbereceivedatleast3monthspriortoyourbookedweddingdateto
be eligible for any reimbursement. Due to the nature of our business, we cannot offer
refunds after this time.
o WhenhiringyourdecorationsfromusthroughourFloralHireService,pleasebeas
careful as possible to avoid damages. These babies are expensive! You will be
responsible to pay for any damage or breakages at full retail value.
o Duetothenatureofourbusiness,onceproducthasbeendeliveredorpickedup,we
cannot refund on custom made products. It is the responsibility of the customer to
choose carefully as we do not refund for a change of mind or colours.
o Weencourageallourclientstocometoourshowroomanddiscusstheirneeds,choose
flowers and colours in person to avoid misunderstandings.
o Lastly,wewantnothingmorethantohelpyoucreateyourdreamwedding!Wewilldo
everything to your direction, but sometimes wires get crossed in translation. Again, rest assured that we aim to please! We will listen to your heart’s desires, and will do everything we can to make your dreams come true. Sometimes it may not work out exactly as you wanted, but we will work with you to get it pretty jolly close!
We want you to have the most amazing experience in the lead up and at your wedding. We love going above and beyond for our Brides and Grooms. If you do have any concerns, we are here to help. By engaging our services, you agree to these Terms of Service.
We are so excited to get started making your dreams a reality! Thank you for the privilege of being part of your wonderful wedding! Sincerely, Helena
Your Local Florist
Flowers By Helena / Wedding Flowers By Helena 426 Kingsleigh Road
Rosenthal Heights