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Frequently Asked Questions

Teleflora.com.au understands that purchasing fresh flowers and gifts for friends and loved ones is a very important decision and the process should be as easy and as enjoyable as possible! Below are the most frequently asked questions by our customers. If your question isn’t answered here, please contact us on 1800 888 668.

Can you confirm if my order has been delivered?

If you haven’t received an order confirmation (please note this is a tax invoice) and are simply wanting to know that your order has been received by Petals, please contact our friendly Customer Service Team on 1800 888 668. We can easily email you confirmation if there was a system glitch.

For updates on actual delivery, please note that we do not have the ability to track deliveries. In most cases, recipients will contact you shortly after receiving their gift. For bereavement orders, it may take a couple of days to hear back due to volume of flowers received.

If you're concerned your order hasn't arrived, first confirm the correct address was provided and check with the recipient. If confirmed not received, call our Customer Service Team who will gladly assist further.

What is the difference between Classic, Deluxe and Premium?

We offer customers the option to upgrade from the classic size (as pictured) to Deluxe or Premium. These upgrades allow our florist to add more beautiful blooms to your order, increasing the overall value and visual impact.

What is your refund policy?

Please report any quality concerns within 72 hours, along with a photo. In case of non-delivery, notify us within 1 month. We review refund and redelivery requests on a case-by-case basis. Approved refunds are processed in 3–5 business days to the original payment method. No cancellation fee is charged for approved refunds.

What is the cut-off time for me to place my order?

**Monday to Friday**: Orders must be placed before 2:00 p.m. (recipient’s time zone) for same-day delivery.
**Saturday**: Cut-off is 10:00 a.m. (recipient’s time zone).

Please note that during peak floral events (Mother’s Day, Valentine’s Day, Christmas), cut-off times may vary.

Same-day delivery is not guaranteed for some remote areas. We’ll contact you with options if this is the case. Preferred delivery times (e.g., AM/PM) can be nominated but are not guaranteed. For timed events, we recommend supplying an alternate delivery address.

Can my order be delivered on weekends and/or public holidays?

Saturday deliveries are available for most areas if ordered with Teleflora.com.au before 10:00 a.m. (recipient’s time zone). Sunday delivery is not generally available, except for Mother's Day. Public holiday delivery is usually not possible. For exceptions, please contact usdirectly.

Can I request a specific delivery time (eg. morning or afternoon) for my order?

While Petals Network allows you to nominate a preferred delivery time (AM, PM, or ASAP), we cannot guarantee exact delivery windows due to varying local florist and courier schedules. Business deliveries are typically made by 5:00 PM and residential deliveries by 7:00 PM. If your delivery must occur before a specific time (e.g., the recipient leaves work or hospital), please provide an alternative delivery address to ensure successful delivery.

Can you deliver to hospitals?

Yes, though hospital deliveries are subject to each facility’s policy. Florists may not be allowed to deliver directly to rooms, and items like lilies or latex balloons may be restricted. ICU wards generally do not accept flowers. Please confirm with the hospital prior to placing your order.

Are there any areas you cannot deliver to?

We do not deliver to PO Boxes or Locked Bag addresses. For full details on restricted delivery areas, please refer to our Delivery Information page.

Fore more information on delivery areas, please read our Delivery Information.

Will additional charges ever apply to my order?

Additional fees may apply if a delivery must be re-attempted due to incorrect details or absence of the recipient. You will be contacted before any charge is applied.

Can I have alcohol sent with my order?

Yes, but delivery is subject to local laws and restrictions including age verification, religious sensitivities, and state regulations. If alcohol cannot be delivered, we will replace it with a product of equal value without notice.

Can I have food or other gift items sent with my order?

Yes. Teleflora.com.au offer the ability to purchase add-ons to your flower order. However, due to regional availability, substitutions may be made. Please refer to the Teleflora.com.au substitution policy for details.

How large is your delivery area around the world?

Teleflora.com.au delivers to over 100 countries worldwide with either same-day or next-day options. Visit our International ordering page for more.

What if I can't find a product I want online? Can I customise my request?

Yes, Contact Us and we’ll work with you to meet your specific needs.

What payment methods can I use?

Teleflora.com.au accept major credit cards including American Express, Visa, MasterCard, and Diners Club.

Can I be sure that my credit card details are secure when purchasing online through Teleflora.com.au?

Yes. Teleflora.com.au website is secured with digital SSL certificates, ensuring encryption and safety of your payment information.

How do I place my order?

Browse our website, choose your item and size, add extras, and follow the checkout steps to place your order.

How do I redeem my Teleflora.com.au voucher or promotion?

Enter your promotion code in the 'Promotion Code' field at checkout. The discount will apply before final confirmation.

How can I be sure that Teleflora.com.au has received my order?

You’ll see a confirmation page and receive an email. Keep your receipt number for reference.

What do I do if my credit card is declined?

Contact your financial institution or use an alternative payment method. Your order will be on hold until full payment is confirmed.

How do I make changes to my order or cancel my order after I have already placed it?

Contact us as soon as possible. If emailing, include your order number in the subject line.

What happens if there are delivery issues or other problems with my order?

Teleflora.com.au will work to resolve any concerns. Additional charges may apply in case of redelivery or incorrect details. Please see our Terms and Conditions for more.

Why do you need to substitute sometimes?

Flower availability varies. Substitutions are made with equal or greater value items, while preserving the original style and colour. Please refer to our Substitution Policy for more details on substitution.

What happens if the recipient of my gift is not there to receive the order I placed?

If the recipient is unavailable, the courier may leave a card or attempt redelivery. If safe, the gift may be left at the address. Please provide specific instructions to avoid issues.

Does Teleflora.com.au store any personal information about me or the recipient of my gift?

Please refer to our Privacy Policy for full details on how we collect, use, and store personal information..