Fresh Flowers by Tracey

Same day delivery if ordered before 10am

Fresh Flowers Guaranteed

TERMS & CONDITIONS

 

DELIVERY INFORMATION

Delivery is only available Monday - Friday and deliveries must be booked by 10 AM for Same Day Delivery.

Delivering to the following suburbs:

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

 

IMPORTANT: Delivery is available to addresses that are within the above suburbs. No deliveries more than approximately 3 km out of the suburbs listed will be accepted. If the recipient is at an address more than approximately 3 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 executed, 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 can not accept responsibility for any orders which are lost or stolen 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 you will be made. If we cannot contact 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 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. We cannot 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.

No Time Sensitive deliveries for Same Day deliveries (see Time Sensitive Deliveries).

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

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

A delivery to a school address is best ordered in advance to guarantee delivery before 2:30 PM.

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.

Saturday deliveries can at times be accommodated, providing adequate notice (no less than 72 hrs) is given, and only if it is possible for us to complete. To inquire about a delivery on a Saturday, you will need to email us at hello@freshflowersbytracey.com.au We do not deliver on Sundays or Public Holidays.

 

ALCOHOL

Flowers 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 to cover the cost of courier return, redelivery and administration. .

Flowers 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.

 

TIME SENSITIVE DELIVERIES

A specific delivery time can be requested directly with Flowers by Tracey by calling 0429 808 718 or emailing hello@freshflowersbytracey.com.au The order cannot be placed through the website. Please note that although we will do our best to fulfil your request, it unfortunately cannot be guaranteed. Time sensitive deliveries also incur an additional fee of $15.00 to the suburbs listed above. For Time sensitive deliveries outside our delivery zone please contact us for a quote.

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.

 

FLOWER SUBSCRIPTIONS

Flowers are sent out each Monday for 4, 6 or 8 weeks. 

The first delivery fee is added at checkout with the subsequent deliveries' fees included in the subscription price. They will only be delivered to the one recipient's address. 

Each week's flowers are subject to availability, occasionally, the same variety may repeat during the subscription period.

Any additional gifts, such as wine, candles, etc., will only be added to the first delivery.

IMPORTANT: The subscription cannot be cancelled. However, it can be placed on hold, for a period no longer than 3 months. A request to have the subscription placed on hold must be given by 5pm the Friday prior to the Monday delivery. This hold request must be in the form of an email to hello@freshflowersbytracey.com.au 

 

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 or emailing us at hello@freshflowersbytracey.com.au

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.

 

CANCELLATIONS

If a cancellation is made before 5 PM the business day prior to delivery, an amount, minus a 50% fee of the total amount (including the add-on gifts and delivery fee), will be refunded 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.

No cancellations will be accepted for a Flower Subscription. For further details regarding our subscription policy, please refer to the information under Flower Subscriptions.

 

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 or images 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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