Our Policies
Refunds
If you are unhappy with your order in any way, please don’t hesitate to reach out! We will do whatever we can to make things right on our part.
Flowers are organic materials - so it’s important to report any issues you may discover with your flowers ASAP. If there is an issue with the quality/condition of the flowers & it’s reported within 48 hours, you’ll be asked to provide photo evidence so we can diagnose the issue. If the flowers are deemed to be of poor quality or were incorrectly delivered, a replacement will be sent out as soon as possible. If replacement is not a viable option, we will assess case-by-case if a partial or full refund can be applied. Flowers must have been cared for correctly in order for you to receive a refund, see the flower care section of our policy for more information. We will not accept any responsibility for heat damage to flowers delivered to an unanswered door when the whether is 24°C or hotter.
If you’ve ordered something accidentally - please contact us ASAP, we can offer you a full refund up to the day before your delivery date, on the day we can offer you 50% as long as your order isn’t already out for delivery, in which case we unfortunately will not be able to provide any refund.
Flower Varieties
At Flowers for the Moon, we want to give you the best & freshest flowers available, this means the flower varieties that you receive will likely change every time you order with us, even if you order the same arrangement. We choose our product based on what’s in season and what local flower farms & markets have on offer. We will always adhere to the theme and colour scheme of the arrangement you choose, but it won’t necessarily be using the exact same flowers as the picture.
Flower Care
Proper care for flowers is the key to lengthening their lifespan, they need to be in water at all times and the water they’re sitting in should be changed every 2 days. A sharp angled cut across the bottom of the flower stems allows them to take in more water. Flowers should be kept out of the heat where possible and away from air conditioners, heaters & direct sunlight. If any of these steps weren’t followed after delivery, we will not be able to offer you a refund.
Delivery
If you need your flowers delivered by a certain time of day - we will always do our very best but we can never guarantee that we’ll make it within a certain window, as this gets difficult on days when we have a high volume of orders.
Flowers are delivered to the recipient’s door where possible, it is your responsibility to ensure that we can get to the front door (provide gate code or recipient phone number and any other relevant delivery information), if we cannot contact the recipient we will leave the flowers in a safe place on their property and retain photo evidence as to where we left it. If we knock on the door and no one answers, we will leave the flowers in a safe space and retain photo evidence, but we are not responsible for any damage to the flowers once they have left our hands.
You will receive an email notification when the order has been fulfilled & you or the recipient will receive a text notification if the flowers were not accepted at the door.
Privacy Policy
Any information you provide to Flowers for the Moon is not stored or shared without your permission.
What we ask for & why:
Your Full name: We use this to keep track of orders and differentiate
Your Phone Number: We will only use this if we need to contact you regarding your order
Recipient Phone Number: We will contact this number if we encounter any issues in delivery or if the flowers were left at the property without being directly received
Delivery Address: We use this to deliver the flowers to the correct location
Email Address: Used to send order fulfilment confirmation, we will not send marketing emails without your permission