Flowers by Joanne – Frequently Asked Questions

At Flowers by Joanne, we want ordering and sending flowers to be as easy as possible. Below you’ll find answers to our most common questions about deliveries, orders, pricing, refunds, substitutions, and more. If you can’t find what you’re looking for, please call us on 09 426 5287 — our friendly team is here to help.

1. Delivery & Same-Day Service

Do you deliver same-day in Auckland?
Yes! Same-day delivery is available for orders placed by 1:30 PM Mon–Fri (Helensville Township 10:30 AM) or 11:30 AM Sat (No Saturday delivery for Helensville); no deliveries on Sundays or Public Holidays (except Mother’s Day & Valentine’s Day).

Which areas do you deliver to?
We deliver daily across Orewa, Silverdale, Whangaparāoa, Millwater, Red Beach, Dairy Flat, Albany, and throughout the Hibiscus Coast and wider Auckland region.

Can I request a specific delivery time?
You can request AM or PM delivery in your order notes, and we’ll do our best. However, due to courier schedules, traffic, and daily volumes, exact times can’t be guaranteed — especially on peak days like Valentine’s Day and Mother’s Day.

What happens if the recipient isn’t home?

• If the location appears safe (e.g. a sheltered or shaded spot), our driver may leave the flowers and attempt to contact the recipient if a phone number is provided. Once left, the order is considered delivered and complete, and we cannot accept responsibility for weather, theft, or property conditions.

• If it isn’t safe to leave the flowers (e.g. bad weather, gated property, no access), the order will be returned to our store. A redelivery fee will apply for another attempt.

• Flowers must be collected within 24 hours if returned to store. We cannot guarantee freshness if collected later, and no refund or replacement will be provided.

• If the recipient refuses delivery, the order will be considered fulfilled, and no refund will be provided. Redelivery to another address can be arranged (fees apply).

Do you deliver to rural or gated areas?
Yes, but access can be more difficult. If we can’t deliver due to locked gates, missing codes, or unsafe conditions, the order will be returned to our store. A redelivery fee will apply for another attempt. Flowers must be collected within 24 hours if returned to store. After that time, freshness cannot be guaranteed, and no refund or replacement will be provided.

2. Ordering & Cancellations

• Orders can be cancelled or changed if preparation has not yet begun.

• Cancellations made more than 24 hours before delivery will be refunded in full.

• If flowers have already been prepared or are with the courier for delivery, cancellations are not possible, and no refund will be provided.

• Non-perishable items (e.g. candles, hampers, homeware) may be cancelled and refunded if notice is given before dispatch.

• Orders that are already with the courier cannot be redirected or cancelled.

3. Prices

Are prices in New Zealand dollars?
Yes, all prices are in NZD and include GST. Delivery charges also include GST.

Can prices change?
Yes, prices may change without notice. The price shown at checkout is the final price you will pay — even if prices update before your order is accepted.

4. Refunds, Replacements & Satisfaction Guarantee

What if my flowers don’t last?
We guarantee your flowers will last at least 4 days from delivery, provided our care guidelines are followed. Many arrangements last 5–7 days or more, but this varies by flower type and seasonal availability. If your flowers don’t meet the 4-day guarantee, please notify us within that time. We will, at our discretion, provide a replacement.

What if my flowers arrive damaged or I’m not satisfied?
Please contact us within 24 hours of delivery if your flowers arrive damaged, wilted, or not as described. We may request a photo to help us assess the issue. Once confirmed, we’ll arrange a replacement or store credit. Refunds are rare and only offered in exceptional circumstances, at our discretion.

Can I return non-floral gift items?
Yes. Non-perishable gifts such as candles, diffusers, or homeware may be returned within 7 days, provided they are unused, in original packaging, and accompanied by proof of purchase.

Do you guarantee customer satisfaction?
Yes. Your happiness (and the recipient’s) is our priority. If something isn’t right, we’ll work with you to fix it.

Are there exclusions for special-event days?
Yes. On peak days like Mother’s Day and Valentine’s Day, our usual guarantees may not apply. Substitutions are more common, delivery times may vary, and flowers may be in transit longer than usual.

5. Substitutions

Will my bouquet look exactly like the picture?
Our arrangements are handcrafted, and seasonal availability means not every flower or container will always be available. If a substitution is required, we’ll use flowers of equal or greater value while maintaining the style, colour, and theme of your order.

6. Terms & Conditions (Summary)

By placing an order on www.flowersbyjoanne.co.nz, you agree to our Terms & Conditions.

• Flowers are guaranteed to last at least 4 days with proper care.

• Concerns about quality or damage must be raised within 24 hours of delivery (photos may be requested).

• Because flowers are perishable, we cannot accept general returns once delivered.

• Non-floral gifts may be returned within 7 days, provided they are unused and in original packaging.

• Replacements or store credits are our usual remedy. Refunds are only provided in exceptional cases, at our discretion.

• Exclusions apply for peak events (e.g. Mother’s Day, Valentine’s Day), incorrect addresses, safe-drop deliveries, and flowers not cared for according to our guidelines.

👉 For full details, please see our [Terms & Conditions] page.

7. Final Note

Looking for Auckland flower delivery you can trust? Since 1976, Flowers by Joanne has been creating elegant bouquets for every occasion, delivering daily across Orewa, Silverdale, Whangaparāoa, Millwater, Albany, Dairy Flat, and the wider Hibiscus Coast.

Our FAQ covers the most common questions, but if you need help, our friendly team is just a call away: 09 426 5287.