COMMONLY ASKED QUESTIONS:

 

COVID-19

NOW INTRODUCING CONTACTLESS DELIVERY!

BouquetNo1 will be reopening for business as of Friday 31st July.

whilst implementing a contactless delivery policy, We're focused on protecting the health and wellbeing of our staff and customers. 

You will receive live tracking via SMS and drivers will knock and safely leave the delivery at the front door.

Please Note! As the demand is high for online orders, we will solely be taking enquires and questions via email ONLY at sales@bouquetno1.com to better manage the influx of inquiries.

We will continue to monitor the situation daily and keep you up to date of all changes.

Stay safe everyone!

 Can I order for Mother's Day 2020?

We will be accepting orders as of 01st MARCH 2020 forMother's Day 2020, Sunday May 10th, 2020 and will be exceptionally busy on this day. Due to the large number of Orders we close once we sell out which happens ahead ofMother's Day every year, so get your orders in early to avoid disappointment!

We do guarantee delivery on Mother's Day but cannot provide an exact delivery time due to high demand for deliveries and as such we are NOT able to accommodate any delivery time requests.  The date you placed your Mother's Day order won`t be relevant to the time it is delivered on the day due to logistical requirements.

  

Mother's Day 2020 - Can I specify a delivery time?

As mentioned above, whilst we do guarantee delivery on Mother's Day, we do not accept any delivery time requests whatsoever due to the extremely high demand for deliveries on the 08th,09th and 10th. We of course guarantee delivery on the day.

Orders going to work addresses are delivered between 8:30am - 5:30pm 

Orders going to Residential addresses are delivered between 7:00am- 9pm

 Please see above about receiving your blooms the day prior if they are needed by a specific time. 

 

All Mother's Dayy Orders are Final.

• What is your refund policy?

  If for any reason there is issue with your order, defective or damaged items, you must notify BouquetNo1 within 24 hours of delivery. ALL concerns must be emailed directly to bouquetNo1 email : sales@bouquetno1.com.

  To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  If the product is faulty or defective on arrival we will offer you, full replacement or full refund including postage.

  Any claims received later than 24 hours after delivery will be rejected.

• Dissatisfied with the Quality of the Flowers?

  Our flowers come fresh daily and always fresh and beautiful. If you received damaged flowers, please send a picture of the received arrangement to sales@bouquetno1.com with the order number in the subject line. Do not simply txt photos and information to our social media pages or phone line, ALL concerns must be emailed directly to bouquetNo1 email: sales@bouquetno1.com

  We will notify you of the approval or rejection of your refund. Further instructions will be emailed to you on how to organise your return, do not simply return your items to sender.

• Can I get a refund?

  As each arrangement is customised to order, refunds are only Available if the items are faulty or defective. No change of mind.

• How long does a refund take?

  If your return claim is approved, Refunds are processed within 7 – 10 business days of the customer being notified that their request for a full or partial refund has been granted. Funds are returned either to their credit card or PayPal account depending on their method of payment.

• Product Received is Not the Product Ordered

  Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfil your order as closely as possible to the product photos and descriptions. Ability to do that is our exceptionality in the floral industry and we are very proud of that. But in some cases, we may not have some items in stock due to production volume variation. Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the product you choose. The fresh flowers used should be similar in style, colour, and most importantly value.

• What if I can't find a product I want online?

  Can I customise my request?

  Please contact us and our experienced representatives will work with you to make sure that we capture your specific needs. BouquetNo1 will make every effort to complete the order as requested.

• What payment methods can I use?

  BouquetNo1 accepts all major credit cards including:

  • American Express
  • Visa
  • MasterCard
  • After Pay
  • PayPal
• What if I put an Incorrect Address on the order?

  It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. BouquetNo1 is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer, no refunds will be provided if any parts of the address are incorrect.

• Late delivery?

  BouquetNo1 will make all reasonable efforts to have the flowers delivered to you on the date they are ordered. However, time is not of the essence under these terms and conditions and BouquetNo1 shall not be liable for any failure to deliver or delay in deliver for any reason.

  Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date.

  Orders placed after cut off time will be delivered the next available delivery day.

• What if my recipient is not at home?

  We highly recommend delivering to a business address or a residential address where you know that someone will be there to accept the delivery.

  If no-one is home, BouquetNo1 standard procedure is to leave the gifts safely at the premises. An exception to this rule is premises where our courier deems that it is not safe to leave the gift unattended, or if you specifically request for the gift not to be left at the premises. In these instances, the gift will either be taken to the nearest post office and a calling card left at the premises, or returned to our store and we will be in contact to arrange a second delivery. These instances will result in an additional redirection/redelivery charge, you will be charged $12 if the couriers must deliver the gift back to our store plus deliver it out again. If you are concerned about potential redelivery of your order, please call 0487-173-104 for more information.

• Can you deliver to hospitals?

  Our florists are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. Some common policies are:

  • Most flower deliveries cannot be delivered to the recipient's room by the florist and may have to be left at the nursing station/ RECEPTION.
  • Some hospitals do not allow lilies as they are common allergens.
  • Flowers, plants and fruit cannot be delivered to Intensive Care Wards and Units.

  Please check with the hospital, before ordering your flowers for delivery.

• Can I request a specific delivery time (eg. morning or afternoon) for my order?

  Whilst BouquetNo1offers customers the opportunity to nominate a preferred time of delivery (i.e. AM or PM) it is not possible to guarantee that these times will be achieved. We deliver up to 5pm for business addresses and 5:30pm for residences.. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times, traffic conditions OR WEATHER CONDITIONS). If a delivery should not be made after a certain time (for example, if the recipient is leaving hospital or leaves work at a certain time) please provide an alternative delivery address so that the flowers can be delivered elsewhere.

• Can my order be delivered on weekends and/or public holidays?

  BouquetNo1can same-day deliver orders on Saturday if they are placed with BouquetNo1 before 10.00am in the recipient's time zone.

• What is the cut-off time for me to place my order?

  Same Day Delivery - Monday to Friday: Orders must be received before 2:00 p.m. in the recipient's time zone to assure same-day delivery. Orders received after that time will be delivered the following day. Flower deliveries to residential addresses usually occur between 9:00am and 5:30pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.

  There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case BouquetNo1 will contact you to discuss alternate delivery options.

  Whilst BouquetNo1 offers customers the opportunity to nominate a preferred time of delivery (i.e. AM, PM or ASAP) it is not possible to guarantee that these times will be achieved. If the flowers are for a timed event (for example, a funeral or business function), the florists will do their best to assist. However, BouquetNo1 strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.

• Can you confirm if my order has been delivered?

  If you haven’t received an order confirmation and are simply wanting to know that your order has been received by BouquetNo1, please contact our friendly Customer Service Team on 0487-173-104. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.

Info:

• Shipping & Delivery & VALENTINE'S DAY/ MOTHERS DAY

  All sales during peak holidays (Valentine’s Day, Mother’s Day, Christmas) are final.

• PLEASE NOTE: Although we do guarantee delivery on Valentine’s day, due to the high demand in orders, it is likely these times will be extended during this period. Deliveries may extended until 11pm at night to all residential addresses and outer Melbourne suburbs.

• Same Day Delivery - Saturday:

  Orders must be received before 10:00 a.m. in the recipient's time zone to assure same-day delivery. Orders received after that time will be delivered the following day business day. Flower deliveries usually occur between 8:00am and 3:00pm, Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.

  There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case BouquetNo1 will contact you to discuss alternate delivery options.

  Whilst BouquetNo1offers customers the opportunity to nominate a preferred time of delivery (i.e. AM, PM or ASAP) it is not possible to guarantee that these times will be achieved. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times, or weather conditions).

  If the flowers are for a timed event (for example, a funeral or business function), the florists will do their best to assist. However, BouquetNo1 strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.

• Sunday & Remote Locations:

  Deliveries to remote delivery areas may not be same-day guaranteed. We cannot guarantee Sunday deliveries; however, we will always try our very best to get it there as requested.

• Order information change:

  All the changes and updates to the order should be done within 1 hour of placing the order.

• Substitutions:

  Due to our order volume fluctuation, we reserve the right to substitute with similar product of greater value.

  Sometimes it will be necessary for us to substitute flowers, wrapping or containers due to temporary, seasonal or availability issues. If this is the case with the gift you've selected, our experienced florists will ensure that the style, theme and colour scheme of your chosen item is preserved and will only substitute items of equal or higher value. We have strict substitution guidelines in place to ensure the integrity of the item you have chosen is maintained.

  Where significant substitutions need to be made one of our friendly team will be in contact with you to discuss how to proceed. In the event that we can’t reach you by phone, we may at times approve minor substitutions on your behalf in order to avoid disappointment or missing an important event.

• Residential addresses:

  Please advise the recipient to be present at the time of delivery. Please provide us with instructions on how to act if no one is available to receive your gift. If no person is present to accept the flowers at the location specified, we will leave your gift by the door.

  No credit will be issued for stolen/non-received goods.

• Business addresses:

  If the recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day.
  
  Please note that redelivery charge of $12 will apply.

• Errors, Inaccuracies and omissions

  Occasionally there may be information on our site or in the service that contained typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping changes, transit times and availability. We reserve the right to correct any errors inaccuracies or omissions, and to change or update information or cancel orders if any information in the service at any time without prior notice (including after you have submitted your order)

  We undertake no obligation to update amend or clarify information in the service or on any related website including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the service or on any related website, should be taken to indicate that all information in the service has been modified or updated,