Melbourne Lockdown Update: We are still open for Click and Collect and Flower Delivery

Terms and Conditions

Terms and Conditions of Service and Use

Last Updated:  March 2021

Welcome to our website and thank you for choosing Camberwell Florist.

You can contact us at (03) 9813 1916.  Email at info@camberwellflorist.com

Below sets out our Terms of Service and your use of this website, visiting the store which includes communications via telephone, email and in person at the store.

Please read these terms carefully before using Camberwell Florist website, visiting the store or communicating by phone or email.  In doing so, you are agreeing to the terms and conditions contained herein.  You also acknowledge that you have read, understand and accept the terms in this Agreement.

Delivery Times

Delivery is available Monday to Saturday.  Delivery is not available on Public holidays.  If you place your order for delivery on a public holiday it will be delivered the next working day.

Ordering

Same day delivery is available if the order is placed by 1pm.  Orders placed after 1pm will be delivered the following business day.

You are able to order a product on the site’s “shop” page.  Alternatively, you may contact us should you wish to discuss with a florist and place your order after the discussion.

We are always keen to help you with your floral requirements.  However, we do have the right to accept or reject the offer you make us for any reason, including but not limited to if the product is not available, payment not being processed successfully, we suspect there is a possibility of fraud, or there is an error in the price or description of the gift you want to purchase.  We may impose a limit on maximum orders.  Please contact us if you have any special requests and we will do our best to fulfill your requirements.

For us to complete the order you place with us either on the site, in person, via email or in a telephone conversation, we will require some information from you.  This includes your name, contact details, billing address, delivery address, recipient’s contact number, payment details, and safe and secure location for delivery of gift.  If you are ordering flowers using the website, you will receive a message your order has been received and payment has been processed successfully.  If you don’t there may have been a problem with processing your order and you should contact us immediately

Substitution

We will do our best to complete orders as displayed and described on the site.  However, If the flowers are out of season, or unavailable for any reason, we reserve the right to use our expertise to choose a substitute flower or foliage, however we will do our utmost to ensure the product we create will be similar in quality and design.  If there is a major change in the design, we will contact you to discuss options.

We stock a wide variety of seasonal flowers and foliage of the highest quality available.

Returns, Replacement and Refunds

Camberwell Florist is passionate about providing the best quality flowers available.  We believe that if the flowers are not good enough for us to take home and enjoy, then that standard should apply to you too!

Furthermore, we adhere to the Australian Consumer Protection Legislation.

You should be made aware that flowers are a perishable good, a product of Nature, that can be affected by various circumstances. Some flowers are more robust and others are fragile, hence you may experience some will that last longer and others for less.  To some extent, we have no control on how long flowers last.  We do offer advice on how to take care of your flowers.  See below.

Some flowers are available all year round, some are grown according to seasons and all are affected by the weather.  As a result, sometimes there will be discrepancies between images on the site and the items produced in order to provide the best alternative available to achieve a high standard of quality result.

Care instructions are supplied for each flower arrangement and should be implemented to ensure flowers stay fresh.  Contact us if you require extra information, or if your flowers are not responding to your care and attention.

Please send us an image of the flowers as proof of purchase.  Replacement flowers will not be provided if the original goods have been disposed of, or if images have not been supplied.

Unfortunately, we can’t replace or issue refunds for the flowers if you change your mind and/or you don’t like the design.

If the instructions have been followed, or if we produced the incorrect goods, we will provide a gift certificate.  The value of the gift certificate or replacement is at our discretion.

Delivery of Items Purchased

Same day delivery is available if you place your order by 1pm. We deliver across metro areas in Melbourne.  The cost of delivery is dependent on the suburb.  This is subject to change and will be updated on our site if this occurs.  Delivery service is available from 8am to 6pm. 

Camberwell Florist tries to deliver flowers in a timely and safe manner.  We use a reputable third-party delivery service business. By using our delivery service, you agree to let the drivers use their best professional judgment as to whether or not the flowers can be left safely at the delivery address provided by you, should no one be there to receive them.  We hold no liability for the flowers from this point on.

As we rely on third party courier services, we cannot be held responsible for delays during transit.  Whilst every care is taken to ensure accurate, efficient and safe delivery, we cannot be held responsible for unforeseen circumstances, such as damage and delay, that results in a gift not arriving at a certain place or time. 

The fees stated on the site, or quoted during a conversation with you, are for an all-day delivery service.  We cannot guarantee specific delivery time based on standard all-day delivery fees.  If you require urgent delivery of your flowers, please contact (03) 9813 1916 and we will provide you with a customised delivery service fee quote, which includes a 4-hour delivery service and 2-hour delivery service.  Of course, the faster service you choose the more the delivery fee will cost.  Nevertheless, this service is available to you should you wish to use it.

If we are delivering in the area that requires us to leave the shop, a walk-over fee of $5 applies.

If the gift was not delivered the same day, we will contact our courier business partner to investigate and will report back to you at our earliest convenience.

We are not able to delivery to PO Boxes.

If the gift has been delivered to a concierge, front desk or reception, we cannot be held responsible for the flowers getting to the recipient.  We will not offer a refund or replacement once the flowers are left at these drop off points.  

It is your responsibility to ensure the recipient’s name, address and contact details are correct.  If the details you have provided are incorrect, we will deliver your order as per your instructions.  This means we cannot accept responsibility for the error in information you have provided when you created and submitted the order.  We can re-deliver, however additional charges will apply.  Same day re-delivery cannot be guaranteed.  We may also require to charge a product replacement fee for flowers that may need to be replaced or replenished.  We will contact you before the arrangement is re-delivered, so you may either pay for the redelivery or you can collect from the store.

We will ask you about any special circumstances which might prevent the timely and safe delivery of the flowers.  However, it is your responsibility to ensure the recipient will be available to receive the flowers and if not, that there will be a safe and protected location to leave the flowers.  Special circumstances include, but is not limited to, security gate, security door, high fence.  If it is not appropriate to leave the items, the driver will return them to the store.  The undeliverable flowers will then incur a return to store delivery charge.  You will be contacted and advised.

Once the flowers have been delivered, we cannot accept responsibility for any deterioration, loss, damage, theft, not accepted or collected by recipient.

Flowers that are unable to be delivered

Flowers may not be able to be delivered successfully if the details you provide us are incomplete or incorrect, if there is no one home to receive them and there is nowhere safe to leave the flowers, or if the recipient refuses to accept the flowers.

Our procedure in response to undeliverable flowers is:  We will try to leave with a neighbor.  If this is not possible, the flowers will be returned to Camberwell Florist, where you will be liable for any extra charges in relation to returning, storing or disposing of the flowers.  Due to perishable nature of flowers, it is strongly advised that the flowers are either re-delivered and collected from the store within a 24-hour time from the original attempted delivery.  You will be contacted to discuss and make suitable arrangements.

Delivering to Units and Apartments

If flowers are being delivered to an apartment or unit, you are responsible for ensuring that the recipient will be available on the day of delivery to receive them.  If the recipient is not at home and courier cannot gain access to building to leave the flowers in a safe place, we consider the flowers undeliverable, where we will then have the flowers either left with a neighbor or returned to the store.  You will be contacted, and asked to pay for any other extra handling and deliveries.

Delivering to Hospitals

If the patient has been discharged or relocated, the flowers may be returned to our store and a return delivery charge will apply.  We do, however, contact the hospital on the day of delivery to locate recipient and the flowers is accepted to try to avoid a further delivery cost to you.

Caring for your Flowers

You can generally expect your flowers to last up to seven (7) days, provided they are cared for correctly.  These seven (7) main steps will help your flowers to last as long as possible.

  1. Wash your vase a water-bleach solution. About 1 part bleach to 10 parts water.  This removes the bacteria which may have accumulated in the vase from a previously displayed vase arrangement.
  2. Fill the vase with fresh clean water.  You may want to add a drop of bleach to the vase water to ensure it does not harbor bacteria, as this will inhibit water uptake by flower stems.
  3. When your vase is ready, with sharp scissors or knife, cut stems on an angle and place directly into the vase water without delay.
  4. Repeat this process every 2-3 days.
  5. Keep vase of flowers away from direct sunlight.
  6. Avoid draughts.  This means, but not limited to, ceiling vent air-conditioning, hallway airflow, and floor venting.
  7. Keep away from ripening fruit.

Some flowers require less water, and some more.  For example, Calla Lily keep the water line low as the stems will become soft and mushy if they sit in deep water.  Hydrangeas, on the other hand, can and should have the vase water high as they enjoy being hydrated.

Please contact us if you require more advice.

If you believe your flowers are not up to standard, even after taking all the care advice, please contact us immediately.

We will ask you to send us an image of the flowers and offer advice on how to revive your flowers.  We may recommend a replacement if we are able to pick up the flowers at the same time we deliver the replacement.

Cancellations

If you decide to cancel your order 48 hours before the scheduled delivery a 50% administration fee will be charged to you.  We do not offer refunds on orders cancelled within 48 hours of the scheduled delivery.  Refunds will be made on the credit card cited at the time of purchase.

Compliance, Prices and Payment

You agree that when you order a product from the site to pay for the product.  Prices included are for products only.  Delivery of product is extra and the delivery charge will be displayed once you have provided the recipient’s address.

We accept payment by Visa, Mastercard, PayPal and electronic funds transfer.  Completing your order will take place once we have received your payment.  We do not charge a processing fee.

We reserve the right, at our discretion, to change some or all of our services at any time.  If we introduce a new service, the fees for that service are effective at the time of that service.  Unless stated otherwise, all prices stated are in Australian Dollars.  We shall not be responsible in any way for the fraudulent payment or credit information provided by third parties.

Severability

If any information in this Agreement is held unenforceable will be amended, however all remaining information in this Agreement will remain and be applicable.

Service

We reserve the right to modify, limit, suspend or terminate any or all services offered on or through the site for any reason, without notice, at any time.  You should visit this Terms of Use page to familiarize yourself with any changes.

Disclose Your Information

We may be required, in certain circumstances, to disclose information in good faith, and where we are required to do so in the following circumstances, by Law or by any court, to enforce the terms of any of our customer agreements, or to protect the rights, property or safety of Camberwell Florist, our customers or third parties.

Jurisdiction

This agreement and this site are subject to the Laws of Victoria and Australia.  If there is a dispute between you and Camberwell Florist that results in litigation then you must submit to the jurisdiction of the courts of Victoria.

Relevant Laws

Competition and Consumer Act

For the purposes of schedule 2 of the Australian Consumer Law, in particular Sections 51 to 53, 64 and 64A, Division 1, Subdivision A of the Competition and Consumer Act (2010) Commonwealth any breach of a term of this agreement is limited:

  • to the supplying of goods and services to you again
  • the replacement of the goods
  • the payment of the cost of have the goods and services supplied to you again

In Store Terms and Conditions

Welcome and Thank You for visiting our Store.  Below are terms and conditions for when you are visiting the physical store.  The terms and conditions for your use of the online store also apply when you are visiting the physical store.

In these terms and conditions “Visiting” means physically attending the store, communications by email and phone.

Code of Conduct

We all have the right to work in a safe & happy environment

A happy work environment sparks creativity, and beautiful arrangements are the result.

It is a joy to provide you with the best service and sometimes creating a custom bouquet can take time.

From time to time, we train new shop assistant florists to help us give you the best product and service possible.

We need your help by practising patience & kindness during this time.

You can pre-order & pay for your flowers so they will be ready for you to collect.

Ph: (03) 9813 1916

Email:  info@camberwellflorist.com

Order online www.camberwellflorist.com

We practice kindness and zero tolerance to aggressive speech & behaviour

Flower Sales and Service

Flowers are sold in bunches.  Bunches cannot be split and sold as half bunches.  Prices of bunches of flowers include GST.  There is no extra cost for arranging and gift wrapping.  There is no surcharge for payments made by card.  All cards are accepted.

Returns and Refunds

Flowers are a gift from Nature.  They are a living thing and need to be taken care of for them to last.  Some species are more robust and others are fragile, hence you may experience some flowers that last longer and others for less.  To some extent we have no control on how long flowers last.  We stock the freshest flowers available.  We take every care to ensure the flowers you have purchased are in tip top condition.  We advise you how to take care of the flowers and care instructions are affixed to the bunch at the time of purchase.

When flowers are out of water for some time they dehydrate.  It is your responsibility to care for the flowers and ensure they receive the proper treatment. 

There are many reasons why your flowers have not lasted.  The three main reasons are:

  • The stems have not been freshly cut before placing in vase water
  • The flowers are placed in full sun
  • The flowers are placed where air is blowing on them from air-conditioning or heating, or draughts in hallway.

We do not provide a refund if you come into the store to tell us the flowers did not last.

We will require the flowers to be returned to the store, or an image of the flowers to be sent to us as proof of purchase via email – info@camberwellflorist.com

If there are one or two stems from the bunch that have not lasted, we may replace these one or two stems, and not the whole bunch.

Care Advice for Cut Flowers

You can generally expect your flowers to last up to seven (7) days, provided they are cared for correctly.  These seven (7) main steps will help your flowers to last as long as possible.

  1. Wash your vase a water-bleach solution. About 1 part bleach to 10 parts water.  This removes the bacteria which may have accumulated in the vase from a previously displayed vase arrangement.
  2. Fill the vase with fresh clean water.  You may want to add a drop of bleach to the vase water to ensure it does not harbor bacteria, as this will inhibit water uptake by flower stems.
  3. When your vase is ready, with sharp scissors or knife, cut stems on an angle and place directly into the vase water without delay.
  4. Repeat this process every 2-3 days.
  5. Keep vase of flowers away from direct sunlight.
  6. Avoid draughts.  This means, but not limited to, ceiling vent air-conditioning, hallway airflow, and floor venting.
  7. Keep away from ripening fruit.

Some flowers require less water, and some more.  For example, Calla Lily keep the water line low as the stems will become soft and mushy if they sit in deep water.  Hydrangeas, on the other hand, can and should have the vase water high as they enjoy being hydrated.

Please contact us if you require more advice.

Many thanks and gratitude 😊

Hermina and Joe Bevilacqua Camberwell Florist