FAQ

If you haven’t received an order confirmation and are simply wanting to know that your order has been received by Bourkles Florist, please contact our friendly Customer Service Team on 1300 970 379. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.

At Bourkes Florist, we understand your eagerness to know when your flowers have been delivered. However, we kindly inform our patrons that we do not possess real-time tracking for orders. Thus, we cannot provide immediate delivery confirmations or specific delivery times. Typically, recipients tend to reach out directly to express their gratitude for your thoughtful gesture, either via phone, email, or SMS. For those sending condolences, please note that flowers dispatched for funerals or shortly after might take a few days to be acknowledged. This delay can often be attributed to the large volume of floral tributes received during such times. We appreciate your understanding and patience.

If you have concerns that your floral arrangement hasn’t arrived on the specified date, please begin by reviewing your order confirmation to verify the provided delivery address. Next, kindly reach out to your recipient to ascertain if they’ve received their flowers. It’s also a good idea to have them check less-frequented entryways, such as rarely used front or back doors, in case the delivery was placed there. We recognize that making such an inquiry might feel awkward at times, but there are occasions when recipients may have reasons for not immediately notifying you upon receiving their gift. If the address details are accurate and your recipient confirms they haven’t received their flowers, please get in touch with Bourkes Florist’s Customer Service Team using the number listed above. We’re here to help and will gladly look into the issue for you.

At Bourkes Florist, we pride ourselves on delivering fresh, high-quality flowers and gifts. If for any reason you’re not satisfied with your purchase, please reach out to our dedicated Quality Team within 72 hours. To assist us in addressing your concerns swiftly, we’d appreciate a photograph of the flowers or gift. This not only helps us understand the issue but also guides our team to continually improve. Rest assured, our team typically responds to any quality concerns within 24 hours upon receiving the necessary details.

Should you experience a non-delivery, we kindly request that you inform us within 1 month of your order dispatch date. Each concern is unique, and we promise to address each one individually. Depending on the circumstances, we may offer a redelivery or refund. If you face any delivery issues, do not hesitate to get in touch.

In instances where a refund is approved, the process is initiated within 3 – 5 business days. The refund will be credited back to your original payment method, be it a credit card or PayPal. We want your experience with Bourkes Florist to be seamless; thus, there will be no cancellation fees if a refund is requested.

Your satisfaction is our utmost priority at Bourkes Florist. Thank you for choosing us for your floral and gifting needs.

Same Day Delivery – Monday to Friday:
To guarantee same-day delivery, please ensure your order is placed before 2:00 p.m. in the recipient’s time zone. For orders received after this cutoff, delivery will be scheduled for the next day. Our typical delivery windows are from 9:00am to 7:00pm for residential addresses and 9:00am to 5:00pm for workplace addresses. Be aware, during peak floral occasions like Mother’s Day, Valentine’s Day, and Christmas, these delivery windows may extend.

In cases where an address is in a more remote location, same-day delivery might not be possible. Should this arise, Bourkes Florist will promptly reach out to discuss alternate delivery arrangements with you. On rare occasions, the recipient might need to pick up their flowers from the nearest town or depot. If such a situation occurs, our florist might need to contact the recipient directly. If you prefer the recipient not be contacted, kindly provide your contact details as the primary point of communication.

At Bourkes Florist, we always strive to meet your delivery preferences, be it AM, PM, or ASAP. However, we want to set the right expectations and let you know that exact delivery times can’t always be guaranteed. Leveraging a vast network of local florists throughout Australia, we ensure you receive the freshest flowers possible. But, sometimes local constraints, like courier schedules, might influence delivery times.

For occasions that are time-sensitive, like funerals or business functions, we put in extra effort to accommodate your needs. Still, we recommend providing an alternative delivery address, just in case it’s needed. At Bourkes Florist, our commitment is always to serve you the best way we can.

Same Day Delivery – Saturday:
At Bourkes Florist, we’re dedicated to ensuring your flowers arrive fresh and on time. To guarantee same-day delivery, please place your order before 10:00 a.m. in the recipient’s time zone. Orders placed after this time will be delivered on the next business day. For residential addresses, our deliveries typically occur between 9:00am and 3:00pm, while deliveries to work addresses are usually between 9:00am and 5:00pm.

During peak floral occasions such as Mother’s Day, Valentine’s Day, and Christmas, please expect potential delays in delivery times.

For some remote locations, same-day delivery might not be feasible. If that’s the case for your order, our Bourkes Florist team will reach out to discuss alternative delivery arrangements. Occasionally, the best option might be for the recipient to collect the flowers from the nearest town or depot. In such scenarios, our florist might contact the recipient to make arrangements. If you’d prefer that we don’t reach out to the recipient directly, please specify yourself as the primary contact when placing your order.

At Bourkes Florist, we provide our valued customers the option to specify their desired delivery time slot, be it AM, PM, or ASAP. However, we’d like to emphasize that while we always strive to meet these preferences, we cannot always guarantee them. Due to this collaborative approach and regional logistics, there might be instances when deliveries can’t be made within the preferred time slot, such as unique courier schedules.

If your floral arrangement is for a specific timed event like a funeral or business function, rest assured that our partner florists will put forth their utmost effort to meet your requirements. That said, we at Bourkes Florist highly advise providing an alternative delivery address to ensure that your flowers reach their destination even if there are unforeseen delays.

Sunday & Remote Locations:
While we strive to fulfill every delivery request, please note that same-day deliveries to distant locations might not always be guaranteed. Additionally, while Sunday deliveries are not assured, our partner florist will make sure we’ll make every effort to deliver your floral arrangements as requested.

*These cut off times do not apply to busy floral events including (but not limited to) Mother’s Day, Valentine’s Day and Christmas.

At Bourkes Florist, we proudly offer same-day delivery on Saturdays throughout Australia for orders placed with us before 10:00am in the recipient’s time zone. While we typically don’t deliver on Sundays, we do make exceptions for Mother’s Day. If you’re hoping for a Sunday delivery, please reach out to us directly to coordinate.      

Please note that we generally can’t deliver on public holidays. For special requests concerning public holiday deliveries, we recommend contacting us directly to discuss possibilities.

At Bourkes Florist, your moments matter to us. We appreciate your trust in allowing us to deliver your sentiments on time. While we do provide an option to choose between a morning or afternoon delivery, we’d like to highlight that exact timings may vary. For our esteemed clients at business addresses, we strive to ensure deliveries by 5pm, and for those cozy homes, we aim for 7pm.

With our expansive association of dedicated local florists worldwide, we promise the freshness of every petal that reaches you. However, given our widespread network and the unpredictable local factors, like courier timings, there could be instances when the delivery might slightly deviate from your selected slot. Rest assured, your blooms will be delivered with all the care and love they deserve.

At Bourkes Florist, we understand the uniqueness of every delivery moment. If there are specific timing concerns – maybe your loved one is being discharged from a hospital or wrapping up work at a particular time – we kindly request that you provide an alternative address. This ensures that our exquisite bouquet reaches them, wherever they might be.

Our partner florists are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. However, we always adhere to hospital policies to ensure the safety and well-being of all patients and staff. When considering sending flowers through us to a hospital, please note:

• Often, we are unable to deliver flowers directly to a patient’s room and they may need to be collected from the nursing station.
• Be aware that many hospitals restrict the delivery of lilies and latex balloons due to allergy concerns.
• We regret to inform you that flowers, plants, and fruit baskets cannot be delivered to Intensive Care Wards and Units.
• We recommend contacting the hospital prior to placing your order with us to confirm their specific delivery guidelines.

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.

Fore more information on delivery area restrictions, please read our Delivery Information.

Charges in addition to handling (already included in the price on our website) and service fees may apply to some orders. If an order has to be re-delivered due to (for example) the recipient not being at delivery address or the wrong delivery details, an additional charge will be incurred.

Please Note: In the event of additional charges applying, Bourkles Florist will contact the purchasing customer to notify them of any changes to their purchase price.

Yes, at Bourkes Florist, we strive to fulfill every order as requested. However, please note that the delivery of alcohol selections isn’t always guaranteed. There might be circumstances beyond our control that could impact the delivery of alcohol. Rest assured, we always do our best to meet your expectations.

Restrictions include (but are not limited to):

• Age restrictions
• Religious beliefs
• Country and/or State Laws
• Country and/or State Regulations   

At Bourkes Florist, if you place an order that includes alcohol and we are unable to deliver it due to certain reasons, our dedicated team will thoughtfully replace the alcohol (of equivalent value) with beautiful flowers or suitable gift items that complement your order. Please note that we might not inform you separately about this substitution.

At Bourkes Florist, we offer a diverse range of products that come with gourmet food and other delightful gift items. We strive to fulfill each order to match your expectations. However, please understand that while we do our best, we can’t always guarantee the inclusion of certain items. The images you see on our website are just illustrative, and actual gourmet and food products may vary depending on the region and their availability. Rest assured, when needed, Bourkes Florist will provide thoughtful substitutions. For further details, please consult our Returns and Exchanges policy.

Please reach out to us at Bourkes Florist. Our dedicated team is here to understand and cater to your unique floral requirements. We’ll go the extra mile to ensure your order is crafted exactly as you envisioned.

Bourkles Florist accepts all major credit cards including:

• American Express
• Visa
• Stripe
• Discover
• Mastercard
• Paypal

At Bourkes Florist, we prioritize the security of our valued customers’ credit card details. All our online platforms are safeguarded using Thawte Digital Certificate or McAfee Secure, ensuring that every piece of information you share with us online remains encrypted. With our certificate technology, we can safely decrypt and view your information in its original, unaltered form.

How do I place my order?

1. Making your Selection:
   Ordering from Bourkles Florist is easy! Simply browse our selection of flowers and gifts either via the homepage of our website or any occasion categories.
2. Purchasing:
   Once you have made your selection, select which size you wish to order and add any special extras (like a balloon or teddy) to your shopping cart. Then proceed to the checkout.
3. Processing Your Payment:
   Follow the steps to complete the ‘Secure Order Form’, ensuring that you complete the * required fields. If you need to make any changes you can click on your ‘back’ button and edit your order before final submission. After reviewing your order and checking that everything is correct, click the ‘submit’ button to send your order to Bourkles Florist for processing and delivery.

1. To redeem your Bourkles Florist voucher or promotion, select your products and proceed to the checkout
2. You can enter your voucher or your promotional code in the ‘Coupon Code’ field on the shopping cart or;
3. Proceed to the checkout
4. Enter the recipients delivery information and continue to billing
5. Enter your billing information
6. At the bottom of the order review section, you will find a section called “Coupon Code”
7. Enter your coupon or voucher code in here and enter “Apply” button
8. The discount will now be applied to your order and you can continue to the order confirmation page

When you place an order online, Bourkes Florist will promptly send you an email confirmation of your purchase. If you’re ordering over the phone, feel free to request an email confirmation for your order as well. We’re dedicated to ensuring you’re always in the loop!

If your credit card cannot be processed, Bourkes Florist will alert you, typically through the email you provided to us. Please reach out to your bank or financial institution for clarification. Alternatively, you can also contact Bourkes Florist to offer an alternate payment method.

Please Note: 

Your order will remain on hold until Bourkes Florist successfully charges the full amount to your credit card. We will notify you regarding any updates or changes to the status of your order.

Absolutely, you have the flexibility to modify or cancel your order with Bourkes Florist, provided it’s done within an ample period before delivery. Kindly reach out to us promptly for any adjustments.

Please Note: When sending an email to Bourkes Florist regarding changes to your order, please ensure you include your order receipt or order number in the email’s subject line.

Occasionally, delivery hiccups happen. Often, they’re due to the gift recipient not being present at the specified address or inaccuracies in the contact details provided to Bourkes Florist. Rest assured, Bourkes Florist is committed to assisting our valued customers with any concerns or feedback. Please note, depending on the specific delivery situation, additional charges for redelivery and potential wastage might be incurred.

We strive to ensure that flowers and gifts are delivered on the desired day and meet the impeccable standards established by our partner florists. For more details, please consult our Terms and Conditions as well as our Returns and Exchanges policy.

Due to occasional constraints in flower availability, our associate florists might need to make substitutions in flowers, plants, gifts, or containers/baskets. At Bourkes Florist, we strive to maintain the essence and color palette of your chosen arrangement. Rest assured, any replaced items will be of equal or greater value. For further clarity on substitutions, please consult our Returns and Exchanges section.

Bourkes Florist and our associates cannot be held accountable for missed deliveries if the recipient is unavailable at the specified location during the delivery window, or if the provided details are inaccurate or incomplete. As our valued customer, it’s crucial that you ensure the recipient will be present at the specified location on the delivery date or offer alternative delivery instructions.

For a smooth delivery process, we suggest including a contact phone number for the recipient on the order form. This helps the courier reach out to the recipient if there’s any issue finding the address or accessing the building. If you prefer the recipient not to be contacted, please provide an alternate contact number. Without a contact number, and in cases where the recipient isn’t available or the address is challenging to locate, the courier might take one of the following actions:

• Place a “not at home” card at the recipient’s address and bring the order back to Bourkes Florist. This card provides details about the missed delivery and prompts the recipient to get in touch with Bourkes Florist to schedule a redelivery. Please note that extra delivery fees might be incurred if Bourkes Florist needs to attempt delivery multiple times. Alternatively, the recipient can opt to pick up the order directly from our store.

• If the courier determines that the destination is a “secure” spot, the item will be left at the specified address. Under such circumstances, the delivery will be considered successfully completed. If you prefer not to have the order left at the given address, please make a note of it in the ‘special instructions’ section of the order form.

Please refer to our Privacy Policy for more information.