Returns & Exchanges

Last updated 1 July 2026

Freshness and quality

Every arrangement is hand-arranged fresh to order by an expert florist, using the freshest seasonal stems. If your flowers arrive damaged or are not fresh, we’ll arrange a replacement or a refund. See how to make a claim below.

Substitutions

Flowers are a natural product and availability changes with the season and the location we’re delivering to. Where a particular bloom, foliage, wrapping or container isn’t available, your florist keeps the style, theme and colour of your gift and only substitutes items of equal or greater value.

Occasionally a bigger change is needed so your gift still arrives on the day you chose. When that happens your florist goes ahead with the closest suitable alternative rather than miss the date. Substitutions like these are not grounds for a refund.

If you ordered flowers and something of a different kind arrives, such as a potted plant, tell us and we’ll arrange a replacement or a refund. Please accept the delivery rather than turning it away at the door, as a refused delivery is treated as delivered. Full details on our substitution policy page. This doesn’t affect your rights under the Australian Consumer Law.

How to make a claim

Contact us at care@bourkesflorist.com.au or on 1300 970 379 with your order number, and a photo of the arrangement if you can take one. A photo helps us take it up with the florist, but we will never insist on one.

Please tell us as soon as you reasonably can. That is not a deadline on your rights — it is simply that fresh flowers show a problem within a day or two, and the sooner we know, the more we can do about it with the florist who made it. Nothing in this policy limits your rights under the Australian Consumer Law, and those rights are not time-barred by us.

Replacements and refunds

Depending on the situation we will arrange a replacement delivery or a refund. Because flowers are perishable and made to order, we handle each case individually rather than accepting physical returns.

Approved refunds are made to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.

Cancellations

If you need to cancel, contact us as early as possible. Cancel before your order is dispatched to a florist and we’ll refund you in full, with no cancellation fee; orders already dispatched for same-day delivery generally can’t be cancelled. See our Terms & Conditions for full details.

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law.