1. Prices & Payment

• All prices are in New Zealand Dollars (NZD) and include GST.

• Delivery charges also include GST and are shown at checkout.

• Prices may change without notice; the price at checkout is the final price you pay.

• Payment must be made in full before your order is processed. We accept major credit cards and other payment methods displayed at checkout.

2. Orders & Cancellations

• Orders may be cancelled or changed up until preparation begins.

• Once flowers have been made, cancellation is not possible. Stems are cut, stock is used, and arrangements cannot be taken apart or resold.

• Once an order has been dispatched with the courier, cancellation is also not possible, as delivery costs have already been incurred.

• Cancellations made more than 24 hours before delivery (and before preparation starts) will be refunded in full to the original payment method.

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

• Large or custom orders (including imported flowers or bespoke designs) cannot be cancelled once confirmed.

• Orders already with the courier cannot be redirected or refunded.

3. Delivery

• 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).

• We deliver across Orewa, Silverdale, Whangaparāoa, Millwater, Red Beach, Dairy Flat, Albany, and wider Auckland.

• AM/PM delivery requests are accommodated where possible, but exact times cannot be guaranteed.

• If the recipient is unavailable:

  • Flowers may be left in a safe, sheltered spot or with a neighbour. Once left, this is considered delivered.

  • If no safe option is available, flowers will be returned to our store. A redelivery fee will apply for another attempt.

• Flowers not collected within 24 hours of being returned to store may no longer be guaranteed fresh, and no refund or replacement will be provided.

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

• Rural and gated deliveries require accurate access details. If delivery cannot be completed due to locked gates, missing codes, or unsafe conditions, the order will be returned to store and redelivery fees will apply.

4. Substitutions

• Our arrangements are handcrafted, and seasonal availability may require substitutions.

• Substitutions will always be of equal or greater value, maintaining the style, colour, and theme of your order.

• During peak periods (Mother’s Day, Valentine’s Day, Christmas), substitutions are more likely, and usual guarantees may be limited.

5. Freshness Guarantee & Quality

• We guarantee flowers will last at least 4 days with proper care. Many last 5–7 days or more, depending on variety and season.

• To ensure longevity, please follow our [Flower Care Guide].

• Quality concerns must be raised within 24 hours of delivery. Vase-life issues must be raised within 4 days.

• Photos may be requested. Once confirmed, we will provide a replacement.

• Refunds are rare, offered only in exceptional cases, and will be processed back to the original payment method.

6. Returns & Refunds

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

• Unlike non-perishable products, flowers cannot be taken apart and resold once they are arranged. For this reason, our usual remedy is a replacement or store credit, not a refund.

• Concerns regarding quality or damage must be raised within 24 hours of delivery. Vase-life issues must be raised within 4 days.

• Non-floral gifts (e.g. hampers, candles, homeware) may be returned within 7 days if unused, unopened, in original packaging, and accompanied by proof of purchase.

7. Exclusions – No Refund or Replacement

We do not provide refunds or replacements in the following cases:

• Change of mind or wrongly ordered.

• Custom or special orders once confirmed.

• Incorrect or incomplete delivery details supplied by the customer.

• Deliveries deemed fulfilled (safe drop, neighbour, etc.).

• Recipient refusal of delivery.

• Flowers not cared for according to our care instructions.

• Delivery delays caused by the recipient being unavailable.

• Peak-event deliveries (e.g. Mother’s Day, Valentine’s Day, Christmas).

• Gift cards (non-refundable).

• Any returned flowers — due to their perishable nature, once cut and arranged, flowers cannot be resold or reused, so refunds are not possible.

8. Satisfaction Guarantee

Your satisfaction matters. If something isn’t right, let us know and we’ll work fast to resolve it.

9. Privacy & Website Use

• All site content is protected and can’t be reused without permission.

• Personal information is used only to process orders, stay secure, and deliver goods. See our Privacy Policy for full details.

10. Governing Law

Transactions and disputes are governed by New Zealand law under the exclusive jurisdiction of NZ courts.

11. Contact Us

If you have any concerns or questions about your order:
📞 09 426 5287
📧 info@flowersbyjoanne.co.nz