Our Customer Promise & Policies

Welcome to From You Flowers. Our goal is to make sending beautiful, fresh flowers a simple and joyful experience. We are committed to getting your order right every time. This page outlines our promise to you and provides clear guidelines for our services.

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Our Quality & Substitution Promise

We stand by the freshness and beauty of our flowers. Because we work with natural, seasonal products, we sometimes need to make careful substitutions to ensure your arrangement is delivered on time and looks stunning. Our promise is to always maintain the full value, style, and sentiment of the bouquet you have chosen.

• For Mixed Bouquets: We will always maintain the colour palette and style. If a specific flower is unavailable, we will substitute it with a bloom of equal or greater value.
• For Single-Variety Bouquets: For arrangements like all roses or all lilies, we will always use that specific flower type. If needed, we may substitute with the closest available colour.
• For Plants: We will always match the specific plant type (e.g., an orchid), but may substitute with a different colour.

If you ever have a concern about the quality of your flowers, please email us at wecare@fromyouflowers.au with your order number and a photo of the arrangement within 3 days of delivery. We will work with you to find a fair resolution.

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Delivery Policy

Standard delivery is always FREE, Australia-wide.

Delivery Procedure

• For Residential Addresses: If no one is home to receive the gift, our courier will leave it in a safe, sheltered location. Please provide any specific instructions (e.g., "leave at the back door") at checkout.
• For Business Addresses: If the recipient is unavailable and the business cannot accept the delivery, we will attempt to redeliver on the next possible day. A redelivery fee will apply.

Incorrect Address Information

We are not responsible for orders that cannot be delivered due to incorrect address information provided by the customer. If an order must be redelivered to a new address, a redelivery fee of $15.99 will be charged. Due to the perishable nature of flowers, if a new arrangement is required for the redelivery, you will also be responsible for the cost of the new product.

Circumstances Beyond Our Control

We are not responsible for late deliveries caused by unforeseen circumstances such as extreme weather, natural disasters, or major traffic incidents. In these cases, your order will be delivered on the next possible day. No refunds will be issued for such delays.

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Order Changes & Cancellations

Need to Change Your Order?

Please double-check all information before purchasing. If you need to make a change, you must contact us within 1 hour of placing the order. A $10.00 administration fee will apply for any changes requested after this 1-hour period.

Need to Cancel Your Order?

Cancellations are possible but are subject to fees based on how far in advance the request is made.

• Within 1 hour of ordering: No charge.
• More than 36 hours before delivery: A $25.00 cancellation fee applies.
• Less than 36 hours before delivery: The full cost of the product will be charged as a cancellation fee.

We are unable to cancel any order that has already been prepared by our florists or is with a courier for delivery. All sales during peak holidays (Valentine's Day, Mother's Day, Christmas) are final.