Fresh Flowers by Tracey

Fresh Flowers Guaranteed

TERMS & CONDITIONS

MOTHER'S DAY ORDERS TERMS & CONDITIONS:

Exclusive Range: Celebrate Mother's Day with our exclusive range! Choose from flowers available for collection or delivery on May 11th & 12th. Limited availability, so please stick to the Mother's Day selection. Any flowers from other categories in your order will be swapped for surprise gifts of equal value and without notice. Let's make her day!

Order Window: Orders close at 12PM for Same Day Delivery Saturday May 11th & Sunday May 12th, or 10AM for Same Day Pickup Sunday May 12th. 

Delivery Suburbs & Fees: See Above Information.

Custom Orders: Due to the high volume of orders, we're unable to accommodate custom requests.

Delivery Times: Your order will be delivered between 9AM - 2PM. We don't offer time-sensitive deliveries; our busy couriers will deliver your order anytime within this window. We aim to complete our deliveries as early as possible, however delivery times can be affected by circumstances out of our control.

Pickup Times: Your order will be ready at the time you selected at checkout for collection at our Point Cook location. Upon arrival, kindly allow us a few minutes to carefully wrap up your beautiful flowers to ensure they're perfect for you.

Delivery Protocol: If no one is home to collect, deliveries will be left at the door, except for orders with alcohol. In such cases, orders will be returned to the studio if no one over 18 is present for collection. We'll contact the recipient on the provided mobile number for re-delivery or pick-up. Note: You must be over 18 to order alcohol, and re-delivery fees may apply.

Inspiration vs. Reality: All images serve as inspirational guides for our talented florists. The final arrangement and gifts may vary slightly from the images, but rest assured, we'll craft something fabulous for you.

Acceptance: Placing an order signifies acceptance of our terms and conditions. Thank you for choosing us!

DELIVERY INFORMATION

Click Here to see Delivery Fees

Our flowers are available for Same-Day Delivery Monday to Friday if ordered online by 8am, unless sold out earlier. 

Saturday and Time-Sensitive Deliveries must be placed over the phone. A delivery surcharge applies to Time-Sensitive deliveries, Valentine's Day, Mother's Day and weekends.

Delivering to the following suburbs:

DELIVERY SUBURBS TEMPORARILY CHANGED: Only Delivering to Altona Meadows, Hoppers Crossing, Laverton, Point Cook, Sanctuary Lakes, Seabrook, Werribee, Werribee South, and Williams Landing. 

Altona, Altona Meadows, Altona North, Derrimut, Hoppers Crossing, Kingsville, South Kingsville, Laverton, Laverton North, Manor Lakes, Newport, Point Cook, Ravenhall, Sanctuary Lakes, Seabrook, Seaholme, Seddon, Tarneit, Truganina, Werribee, Werribee South, Williams Landing, Williamstown, Williamstown North, Wyndham Vale and Yarraville.

Deliveries will be made at anytime from 2 PM - 3PM for schools, 2 PM - 5 PM for businesses, and 2 PM - 7 PM for residential. Deliveries may be completed after these hours due to unforeseen circumstances.

Deliveries on Valentine's Day and Mother's Day will be made at anytime up until 9 PM due to the high volume of orders received. Deliveries may be completed after these hours due to unforeseen circumstances.

Delivery is available to addresses that are within the above suburbs. No deliveries more than approximately 2 km out of the suburbs listed will be accepted. If the recipient is at an address more than approximately 2 km out of our delivery zone, the customer will be contacted. We may still be able to send flowers/gifts to a person that is located in a suburb that is not listed above for a slightly higher delivery fee. You can find out by contacting us on 0429 808 718 or hello@freshflowersbytracey.com.au  In some cases, when an order has not been created, a refund, minus a $10 Administration fee, will be given.

Our delivery zone is spreading wider as we grow, so always ask as we might just be able to deliver it!

The flowers/gifts delivered will be left at a safe place if no one is there to collect. It is the customer's responsibility to make sure that someone is able to accept the flowers on the day of delivery before placing an order. We do not accept responsibility for any orders which are lost, stolen or damaged by natural elements when left unattended.

If the address given is unsafe (ie aggressive dog at property entry), or entry is inaccessible (ie locked gate) an attempt to contact the recipient or you will be made. If we cannot contact the recipient or you the flowers will be returned, and a $30 fee will be charged to cover the cost of courier return, redelivery and administration. The same flowers will be redelivered by the end of the next business day, providing access is available and safe.

If a wrong address is provided by the sender, and we are notified while the flowers are in transit, a $30 fee may be charged to cover the cost of courier return, redelivery and administration. The same flowers will be redelivered by the end of the next business day. We will not accept responsibility if an incorrect or invalid delivery address is given to us and the flowers are left at the incorrect address.

We need clear instructions on where delivery is to be (ie Reception area, offices, contact person). Flowers by Tracey is not responsible for orders not collected by the recipient on the delivery day from reception or office areas at a business.

Any Time-Sensitive deliveries must be phoned through on 0429808718. Requesting a specific delivery time in the "Special Delivery Instructions" section at checkout will not be accepted. Surcharges apply.

A delivery to a school address is best ordered in advance.

If a delivery does not specify the name of a business or school it will be regarded as a residential address and delivered anytime up until 7 PM.

We do not deliver on Sundays or Public Holidays.

 

ALCOHOL

Flowers/Gifts delivered with alcohol will only be left with an adult over the age of 18 years. ID must be shown upon request. If there is no one over the age of 18 years to collect the delivery, the flowers will be returned to Flowers by Tracey and redelivered by the end of the next business day. A member of Flowers by Tracey will try to contact you and a $30 fee will be charged for courier return and redelivery.

Flowers/Gifts with alcohol will not be left unattended if no one is able to receive them. They will be redelivered by the end of the next business day. A member of Flowers by Tracey will try to contact you and a $30 fee will be charged to cover the cost of courier return, redelivery and administration. 

Alcohol can only be purchased as an additional gift with flowers or other gifts. No more than 2 litres of alcohol is permitted with each delivery of flowers or gifts.

 

TIME SENSITIVE DELIVERIES

A surcharge for time sensitive orders applies. A specific delivery time can be requested directly with Flowers by Tracey by calling 0429 808 718 during business hours, Monday  to Friday, and 10am - 12pm Saturday. Please note that although we will do our best to fulfil your request, it unfortunately cannot be guaranteed due to unforeseen circumstances. 

Please contact us directly as soon as possible for funeral service delivery on 0429 808 718 or email hello@freshflowersbytracey.com.au

It is best to place orders for Time Sensitive Deliveries as early as possible, preferably with 48hrs notice to help us organise a courier.

 

FRESH FLOWERS GUARANTEED

It is important to us here at Flowers by Tracey that our customers are 100% satisfied with the quality of our flowers and products. Flowers by Tracey guarantee to use the freshest available seasonal blooms and quality products in all our flower arrangements. When possible, Victorian flowers are sourced to support our local farmers, as well as further guarantee freshness.

If you have followed our simple care instructions and are unhappy with the quality of your flowers, please contact us within 24 hours of receipt of flowers. For further details regarding our replacement policy, please refer to the information under Returns & Refunds.

 

SUBSTITUTIONS & AVAILABILITY

Please note that all the images on our website and on social media is a guide only, all flowers, foliage, products and gifts used in our arrangements are subject to market/seasonal availability. When not available an alternative will be used of similar appearance and quality of equal or greater value. If the substitution is significant, we will try to contact you to notify you of the change. If we are unable to contact you prior to delivery, we will send the substitute arrangement to guarantee the delivery of your order by the delivery date requested.

 

RETURNS & REFUNDS

Here at Flowers by Tracey we take great pride in the quality and freshness of our blooms. Flowers are fragile, perishable products and they will react to indoor environments as well as external weather conditions. Once dispatched for delivery, a number of changes in their surroundings can result in a reduced life span for our cut flowers that is out of Flowers by Tracey’s control.

Included with all of our deliveries is a “Caring For Your Flowers” Card. These simple care instructions must be followed thoroughly to get the longest life span out of your blooms.

Most flowers on average last between 3 and 5 days. Should your flowers perish within one (1) day of the delivery date and time and we are satisfied that all care instructions provided have been followed, Flowers by Tracey are happy to resend replacement flowers at our expense. Any dissatisfaction with the freshness of the flowers or quality of the products must be communicated to us within 24 hours of delivery by calling us on 0429 808 718.

IMPORTANT: Flowers by Tracey also reserves the right to request photos or images of the original flowers or products (sent by text or email) within 24 hours of the delivery date. This is a standard request by florists in the event of customer complaints. Flowers by Tracey reserve the right to refuse a refund or replacement. All images sent will be compared to the photos taken at our work room / studio before leaving the premises, as well as with the courier's photos at the time of delivery. We also appreciate the images as it helps to inform growers/suppliers what has happened to their products they have provided us with. In some cases, the original flowers/products may need to be returned to Flowers by Tracey within 24 hours of the delivery date. 

 

CLEARANCE & SPECIALS

NO REFUNDS, EXCHANGES, OR STORE CREDITS ARE AVAILABLE FOR SPECIALS AND CLEARANCE ITEMS AND FLOWERS.

 

CANCELLATIONS

If a cancellation is made before 5 PM the business day prior to delivery, a full refund will be paid back to the customer via the same payment option used (through PayPal or on to the same credit card).

No cancellations will be accepted on the day of delivery under any circumstances. All flower arrangements are bespoke with the fresh produce purchased from market/wholesalers early in the morning. The arrangements are then made fresh. The courier is automatically booked at the time the order is placed, and the flowers are most likely already delivered or in transit.

 

DAMAGED FLOWERS/PRODUCTS

On extremely rare occasions, despite our best efforts, flowers and gifts arrive at their destination damaged. If this occurs, please contact us immediately on 0429 808 718. Flowers by Tracey accepts no responsibility for the damages if no contact is made within the first 3 hours of receiving the flowers/gifts.

IMPORTANT: Flowers by Tracey reserves the right to request photos of the damaged flowers/products to compare with the delivery driver’s photo as well as our own photos. If necessary you may also be requested to return the original product at your own expense for further assessment.

 

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