Returns Policy

 

Emu Florist Satisfaction Guarantee

As a family owned and operated business we understand the importance of customer satisfaction, word of mouth and repeat business. To ensure 100% customer satisfaction, Emu Florist guarantee to use the freshest available seasonal blooms and quality product in all our bouquets and flower arrangements. And to deliver when we say we will deliver. To further assist in what we recognise is a highly personal purchase, our qualified team can also provide expert floral advice upon request, to ensure the most desired and appropriate end-product is delivered. Furthermore, all our flowers arrive with care instructions attached to help your floral purchase last longer.

If you are unhappy with your flowers after our simple care instructions have been followed, we urge you to contact us within 72 hours of receipt of flowers for a full replacement of your order. Please refer to `Refunds & Returns` further below. It is our expectation to exceed your expectation.


Returns & Refunds: Glenmore Park Florist Policy

Quality & Flower Maintenance

Emu Florist takes great pride in the quality of our products and services. We are in the business of helping people to feel good and/or celebrate through our flowers, and it is at the heart of everything we do. Operating since 1976, Emu Florist aims to purchase the majority of its flowers and foliage directly from local farmers wherever possible, to ensure the best quality, fresh flowers are hand selected every day.

We are, however, selling a natural product that is fragile and perishable, ie. they have a limited life span, and we are unable to give an exact number of days they will remain fresh. Flowers will react to their immediate indoor environment and external weather conditions, and unfortunately once our product is dispatched for delivery, a number of changes in their surrounding condition may result in their longevity being reduced that is out of our control.

To assist, Emu Florist include Flower Care information with all deliveries. Our care instructions must be followed thoroughly in order to maximise the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for Emu Florist to guarantee the flower quality and longevity in every case.

Three Day Return Policy

Should your flowers perish within 3-5 days of the delivery date and we are satisfied that all care instructions provided have been followed, Emu Florist will be happy to resend replacement flowers at our expense, on a day/time you request. To assist us in assessing the product quality, Emu Florist reserves the right to request photos or images of the original flowers (sent by text or email) within three days of the delivery date. This is a standard request that all florists will ask for in the event of customer complaints. Emu Florist also requires that any dissatisfaction with the freshness of the flowers be communicated to the Emu Florist Customer Service within 3 days of delivery by phone: 1800 261 163 FREE or email: sales@emuflorist.com.au

IMPORTANT: To assist us in quality control, it is our policy to collect the original flowers so that we can show our growers/suppliers what has happened. As we are sure you can understand, we cannot arrange to resend fresh flowers if the original flowers have already been disposed of, or images within three days of delivery are unavailable.

Refunds

As each flower is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call our Customer Service Department on 1800 261 163 FREE within three (3) days of delivery date to discuss any queries or concerns you may have in relation to your flowers sent or received. A number of resolutions may be available to you and are subject to your particular situation.

Note: All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased or to the paypal account, if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher to the same amount paid will be issued for all cash purchases.

Product Disclaimer

Attention to Detail - What You Have Ordered 

Due to seasonal availability with certain flowers and arrangements pictured on this website may vary slightly in design or appearance to what is delivered. If a particular flower, product or container is unavailable, an item of similar quality and value will be substituted.

Some flowers are affected by delivery and freight schedules, we will endeavour to advise you should this be the case. Flower availability varies between states and sometimes within the state, the florist may use their choice of flowers to ensure your delivery is dispatched on time, for the delivery date requested.

Product Substitution

We endeavour to ensure all arrangements delivered are identical to the images advertised on our website. However flowers, plants, wrapping and containers are seasonal and subject to availability on the day of delivery, our team of florists will do their upmost to substitute the product that is unavailable at the time to complement the image on the website. This policy applies so that we can ensure that the recipient receives the best possible blooms on the day of delivery This policy applies to all deliveries including regional/interstate and overseas deliveries. We reserve the right to substitute goods of equal or greater value.