Dear Valued Customer,
Thank you for choosing Flowers By Helena to create your beautiful florals. Below is outlined a couple of things to remember with our services. This is divided into two parts, first being for general business and local flower deliveries and the second being specific to weddings.
Please read carefully as you are agreeing to these terms and conditions when you engage our services.
Disclaimer & Legals
All customers of Flowers By Helena agree to abide by the following terms and conditions. Flowers By Helena reserves the right to change these at their discretion.
Covid-19 Policies and Procedures
As the global outbreak of Coronavirus (COVID-19) continues to evolve throughout the world, our team at Flowers By Helena are taking steps to minimise the risk of exposure to our homeland, here in Australia.
We have introduced additional health and safety protocols to take care of our team, valued customers and lucky recipients.
These recommendations have been implemented with regard to suggestions made by the World Health Organisation and Australian Government bodies, including but not limited to:
Delivery drivers have been given 'authority to leave' for all deliveries, and
will leave gifts in a safe spot if available
- Delivery drivers will still contact the recipient on delivery by knocking on the door or providing their name at reception
- Delivery drivers are regularly sanitising hands during delivery runs
- Additional workspace cleaning and staff hygiene practices across all of our team
- Expanding physical space between all of our team, as well as our floral and office workstations
- Mandatory self-isolation periods for all staff returning from overseas travel
We are committed to ensuring we can deliver the most beautiful premium flowers to our customers!
All flower delivery orders are processed within 1 to 5 business hours (excluding weekends and holidays) on the day of delivery after receiving your order confirmation email. You will receive another notification when your order has been shipped/delivered. For busy times such as Mother’s Day & Valentine’s Day there may be a delay in processing and delivery. Please see specific conditions for cut off times etc below.
Mother's Day 2022 - Sunday 8th May 2022.
We can do same-day delivery by 6pm for all orders to Warwick Qld township placed before 1pm on Friday 6th May and 12pm on Saturday 7th May, subject to flower availability.
Orders for delivery on Sunday 8th May must be placed before 4pm on Saturday 7th May and are guaranteed to be delivered by 5pm on Sunday 8th May, subject to flower availability.
Delivery of orders to rural route addresses, secured buildings or cemeteries cannot be guaranteed.
Changes / Cancellations
Please make sure all order details are correct at the time of ordering.
As of 5pm (time in local delivery area) Friday 6th May 2021, we are unable to vary any orders for delivery on Saturday 7th May.
As of 12pm (time in local delivery area) Saturday 7th May 2021, we are unable to vary any orders for delivery on Sunday 8th May.
As of 5pm (time in local delivery area) Friday 6th May 2021, we are unable to cancel any orders for delivery on Saturday 7th May and Mother's Day Sunday 8th May 2021.
Due to high demand, some colours and variations of flowers may need to be substituted to meet delivery times.
Valentine’s Day 2022 - Monday 14th February 2022.
We guarantee all deliveries to a residential address by 7pm and to a business address by 5pm on Monday 14/02/2022. We aren’t able to offer or guarantee any other specific timed deliveries on these dates. If an order to a rural address cannot be delivered same day, we will endeavor to deliver the following business day.
Please note: deliveries to some rural areas, cemeteries and secured buildings are not covered by this guarantee.
Orders for delivery on Monday 14/02/2022 will incur our usual delivery charge for most areas. Delivery fees for regional and remote areas may be higher.
For orders placed after 5pm AEST on Sunday 13/02/2022 for delivery on Monday 14/02/2022, we will endeavor to deliver by the above times otherwise by the following business day.
Unless otherwise pre-arranged, if no one is home at the address specified, we will leave your delivery at the front door or somewhere safe. We will send a message to the phone number provided, stating where we have left the delivery.
Substitutions & Products
Products that are available on www.flowersbyhelena.com.au may not always be in stock and may be substituted with a product of equal or higher value. This may include, but is not limited to, flowers, chocolates and soft toys.
Due to the volume of orders for delivery on Valentine’s Day, as of 5pm AEST, Saturday 12/02/2022, we are unable to amend any orders that are due for delivery on Monday 14/02/2022. It is the responsibility of the customer to double check during the order process and also their invoice provided to ensure the recipient’s name and address are correct and complete.
We are unable to cancel an order placed for delivery on Monday 14/02/2022 or a 50% administration charge will apply – this charge will be based on the total cost of the order.
Flowers By Helena offer Free Delivery for town addresses in Warwick Qld 4370.
Additional delivery fees are applicable outside the township. Please phone 0403799185 for other rural areas. Killarney 4373 and Allora 4362 delivery fee of $15 will be charged at checkout.
If a delivery was unsuccessful by the fault of the customer (e.g wrong delivery address provided) then the cost of re-delivery will be charged to the customer. It is the customer’s responsibility to contact Flowers By Helena to arrange delivery again.
Free local delivery is available for orders over $30 within Warwick township. For orders under $30, we charge $5 for local delivery.
Deliveries are made from 8am on opening days (Monday – Friday). If you have ordered online, you will receive an email once your flowers have been delivered.
If no one is home when we take your delivery, we will leave products at the address either at the front door or in a safe place. If this occurs, we will send a text message/email or phone the number you provide letting them/you know that it has been delivered and where it has been left.
All our fresh flowers are delivered with a water source to ensure they are as fresh as possible for the recipients.
You can skip the shipping fees with free local pickup at Flowers By Helena, 426 Kingsleigh Road, Rosenthal Heights, 4370. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 5 hours on business days. We will send you an email when your order is ready.
Our in-store pickup hours are 9:30am – 2pm on Monday – Friday. Please have your order confirmation email with you when you come. For pick up outside these times, please call 0403 799 185.
When your order is being Processed, Out For Delivery and Delivered, you will receive an email notification from us which will include your order number. You can phone or text us for further updates if required on 0403 799 185.
If you haven’t received your order on the specified delivery day, please contact us at firstname.lastname@example.org or phone 0403 799 185 with your name and order number, and we will look into it for you.
Please be aware that we do not deliver to PO Boxes.
Once your order has been placed online, Flowers By Helena will send you a confirmation email summarising your order.
It is the responsibility of the customer to check the details of the order provided on the order confirmation to ensure they are correct.
Varying or Cancelling an Order
As we offer a same day delivery service, we would ask that you advise us of any variations or cancellations to your order as soon as possible.
Any variations or changes to your order once it has been placed may incur an additional fee and payment of fees is required prior to delivery.
You may cancel your order at any time, however, if the order has already been dispatched, delivery and wastage fees may apply.
We do not accept returns after customer has received delivery or after order has been picked up. As most of our products/services are customised orders (wedding bouquets/formal flowers), we cannot accept returns unless in extenuating circumstances.
In the event that your order arrives damaged in any way, please email us as soon as possible at email@example.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at firstname.lastname@example.org.
As flowers are a natural product and subject to seasonal and practical availability, it may be necessary for Flowers By Helena to make substitutions to flowers, packaging and merchandise in order to deliver orders on time or where flowers or products are temporarily unavailable.
In the case where a specific flower type or colour is unavailable within the given time frame of delivery, substitutions may be made for flowers of a similar shape, size and value. Different flower types and colours may be used if the overall effect of the arrangement is maintained.
All substitutions will be made with appropriate products to the same value or greater than the original order.
We only use the freshest and best quality product at Flowers By Helena. As such, some stems, including Lilies, iris and alstroemeria, may be closed when received. Trim stems of cut flowers before placing in water. Arrangements should have water top ups daily.
All prices on the Flowers By Helena website are shown in Australian Dollars ($AUD) and are inclusive of GST.
After an order is processed for delivery to a regional area, we reserve the right to vary the price and will seek the customer's consent to continue with the increase, or provide a full refund.
Only one promotion code may be used per order. This is applicable for orders placed via the website and phoning direct. If you need assistance with an existing promotion code please call us on 0403799185 before placing your order.
We accept payment by Visa & Mastercard credit cards over the phone and Paypal online.
When providing your credit or debit card details you are agreeing that you are authorised to use that card and it must have sufficient available funds to cover your charges.
Terms of Service – Weddings/Formals/Events
o Any personal information we collect will only ever be used by us. We will not disclose any of your personal information to anyone other than Flowers By Helena staff without your prior consent.
o While we take extra care to provide you with the best quality flowers at the best price, we cannot guarantee exact matches of colours and flowers. Flowers are natural beauties and no two are the same!
o Some flowers are seasonal. We will bend over backwards and jump through hoops for you to get the flowers that you want, but sometimes even we cannot make them grow when we want them! But rest assured that we will use a close substitute if necessary, and they will still look amazing!
o Quotes are valid for 14 days. After this time, prices may vary. Once a 20% booking fee is paid those prices are fixed then for your original wedding date.
o 20% booking fee is non-refundable.
o In the event of a postponement, we will work with you and do everything we can to be available for your new date. However, prices may vary.
o Cancellations must be received at least 3 months prior to your booked wedding date to be eligible for any reimbursement. Due to the nature of our business, we cannot offer refunds after this time.
o When hiring your decorations from us through our Floral Hire Service, please be as careful as possible to avoid damages. These babies are expensive! You will be responsible to pay for any damage or breakages at full retail value.
o Due to the nature of our business, once product has been delivered or picked up, we cannot refund on custom made products. It is the responsibility of the customer to choose carefully as we do not refund for a change of mind or colours.
o We encourage all our clients to come to our showroom and discuss their needs, choose flowers and colours in person to avoid misunderstandings.
o Lastly, we want nothing more than to help you create your dream wedding! We will do everything to your direction, but sometimes wires get crossed in translation. Again, rest assured that we aim to please! We will listen to your heart’s desires, (read your mind if we have to!) and will do everything we can to make your dreams come true. Sometimes it may not work out exactly as you wanted, but we will work with you to get it pretty jolly close!
We want you to have the most amazing experience in the lead up and at your wedding. We love going above and beyond for our Brides and Grooms. If you do have any concerns, we are here to help. By engaging our services, you agree to these Terms of Service.
We are so excited to get started making your dreams a reality! Thank you for the privilege of being part of your wonderful wedding! Sincerely, Helena
Your Local Florist
Flowers By Helena
426 Kingsleigh Road
Warwick, QLD, 4370, Australia
0403 799 185