Teleflora.com.au Terms and Conditions
By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers stated herein. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. Teleflora.com.au and its subsidiaries may update these Terms at any time, and continued use of the site constitutes agreement to those changes.
Delivery Policy
Terms and Conditions
- Same Day Delivery
- Weekend and Public Holiday Delivery
- Time-Sensitive Deliveries
- Failed Deliveries
- Non-Delivery Enquiries
- Photographs
- Pricing
- Extra Charges
- Cancellations
- Refund Policy
- Restricted & Difficult Deliveries
- Alcohol
- Boxed Chocolates
- Privacy & Personal Information
- Customer Feedback
- Credit Card Security
- Customer Club
- Quality Assurance & Complaints
- Unable To Reach You
Same Day Delivery
Available:
Australia & NZ: Orders before 2 PM (Mon–Fri), 10 AM (Sat)
Same Day Delivery Exclusions:
There are some locations that cannot be guaranteed for same day delivery due to their remoteness or because of natural disasters (e.g. unexpected flooding). If this is the case, Petals will notify you with alternative delivery options.
Most same day deliveries require a 3-hour turnaround. While we will do our best, we cannot guarantee same day delivery to hospitals, businesses, and funeral services without a minimum 3 hours' notice.
Same day cut-off and delivery times do not apply during peak floral events, including (but not limited to) Mother’s Day, Valentine’s Day, Easter, and Christmas. Please refer to the website for order cut-off times during these periods.
Weekend & Public Holiday Delivery
- Saturday: Possible in most regions if ordered by 10 AM.
- Sunday & Public Holidays: Generally unavailable. Orders default to the next business day.
Time-Sensitive Deliveries
Timed delivery is not guaranteed. We recommend:
Indicating “AM,” “PM,” or “ASAP” for preference.
Providing an alternate address if timing is critical (e.g. hotel checkouts or events)
Failed Deliveries
Deliveries may be deemed complete if:
Recipient refuses delivery
Address is incorrect
No one is home and no instructions were left
Delivery is made to a hospital where a "leave at reception" policy is in place
Couriers may leave a “not at home” card or deliver to a “safe” location if permitted. Additional charges may apply for reattempts.
Non-Delivery Enquiries
All non-delivery enquiries should be referred to Teleflora.com.au within one month of the scheduled delivery date. Complaints received after this time frame will be considered on an individual basis; however, there is no guarantee of compensation after this period.
Please contact our friendly customer service team or email us at quality@petalsnetwork.com, quoting your order number.
Photographs
Teleflora.com.au is unable to provide you with a photograph of your order prior to it leaving the store. For peace of mind, we suggest considering an option outside of our florist choice range, as this enables you to see exactly what will be sent to your chosen recipient, eliminating any uncertainty in the end product. (Please also refer to our substitution guidelines .)
A florist choice design will always be an individually handcrafted bouquet or arrangement. Our florists are experts in design and colour, using only the freshest in-season flowers to create something unique to suit your occasion.
Fees, Charges & Cancellations
Pricing
All prices include delivery and service fees unless otherwise stated.
extra-charges
Remote or restricted areas may incur additional delivery fees.
Cancellations
Orders not yet made: $15 cancellation fee.
Orders made but not dispatched: 30% wastage + handling fee.
Dispatched orders: Cannot be cancelled.
If Petals cancels due to supply issues, a full refund will be provided.
Refund Policy
It is not normal policy to refund the price of the product. However, as every customer and floral gift is individual, we will review requests for refunds — both full and partial — as well as resends on a case-by-case basis.
Please contact us so we can determine the best solution to the problem by emailing quality@petalsnetwork.com.
Restricted & Difficult Deliveries
While we strive to deliver to as many areas as possible, there are certain locations and delivery scenarios where standard service cannot be guaranteed due to access restrictions, limited courier services, or remote geography.
We do not guarantee delivery to:
Remote or regional locations where courier access is limited (e.g., Esperance WA, Weipa QLD)
Secure facilities such as military bases, prisons, and mines
Sensitive access areas such as intensive care units in hospitals
Hotels and accommodation facilities where delivery relies on third-party staff or concierge services
PO Boxes and Locked Bags
Teleflora.com.au cannot deliver to the territorial islands of Australia including but not limited to Thursday Island, Horn Island, Stradbroke Island, Herron Island and Fraser Island.
Delivery to difficult and remote areas may incur extra delivery fees, above what is already included in the gift value. The payment of any additional delivery charges is the responsibility of the customer, and orders cannot be delivered without such payment.
Delivery to difficult and remote areas may incur extra delivery fees, above what is already included in the gift value. The payment of any additional delivery charges is the responsibility of the customer, and orders cannot be delivered without such payment.
If delivery cannot be completed due to these constraints, we will contact you to discuss alternatives such as:
- Delivering to a nearby accessible location
- Re-delivery on an alternate date
- Refund or substitution options (subject to service conditions)
If the order is for a timed event, the recipient is leaving work early, or the delivery address is in a difficult-to-access area, we strongly suggest that you provide an alternative delivery address.
Note: If the alternate delivery address falls outside the original delivery area and requires the services of a different supplier, Teleflora.com.au may not be able to complete the redirection without additional charges being applied. This ensures the initial supplier is compensated for any preparation or handling already completed.
Gift Items
Alcohol
Alcohol cannot be sent to or received by anyone under 18. Laws vary by state/country. Substitutions may occur if delivery of alcohol is prohibited.
boxed-chocolates
Available in 3 sizes; selection is based on availability and gram weight, not brand.
Privacy & Personal Information
We collect the recipient’s personal details—such as name, address, and phone number—as provided by the customer when placing an order. This information may be collected directly (online, by phone, email, or fax) or through our trusted delivery partners. We also retain the customers information including name, phone number and email address as provided at the time the order is placed.
How is this information used?
We use the recipient’s information to deliver the order. It may also be used for closely related purposes that the customer or recipient would reasonably expect, such as ensuring delivery accuracy or handling any delivery issues. We use the customer information to generate an order confirmation, and as a point of reference should we need to discuss delivery issues and for opt in marketing purposes.
Customer Feedback
To better understand customer satisfaction, improve our services, and enhance our brand reputation, Teleflora.com.au engages with independent feedback platforms like Birdeye and Feefo.
We may invite customers to share their experience via these platforms after making a purchase. Participation is completely voluntary. Any information shared for the purposes of this feedback—such as name, email address, and purchase details—is securely handled and used solely for collecting and analyzing customer reviews. These platforms operate under strict data protection standards and does not share personal information with third parties. Your data is stored securely and is used only to support feedback and review services.
We remain committed to protecting your privacy in accordance with applicable privacy laws.
Credit Card Security
Your payment is processed securely through third-party banking systems. Teleflora.com.au never stores or views your credit card information. Our site uses SSL encryption for all transactions.
Customer Club
First-time customers are automatically enrolled in our Customer Club, providing access to:
- Order history
- Reminders
- Exclusive offers
You may opt out of promotional emails at any time.
Quality Assurance & Complaints
Every effort is made to deliver flowers and gifts on the day requested and in a condition that reflects the high standards set by our network of suppliers.
Quality issues: Must be reported within 48 hours (with photo depicting the whole arrangement not close-ups). A quality complaint is anything to do with an order that was delivered including but not limited to poor quality, missing items, expired items, wrong items, and value of items and so on. A high-quality photo is mandatory for quick resolution to quality complaints.
Non-delivery: Must be reported within 1 month.
Complaints received outside this window will be considered on a case-by-case basis.
Unable to Reach You
If we cannot contact you for critical order changes, we will:
Notify you by email/SMS
Proceed with changes needed for timely delivery
Cancellation fees may apply if the order has been made or dispatched.