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 put it right — 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 or container isn’t available, your florist may substitute a similar item of equal or greater value, in a comparable style and colour, so your gift still looks its best.

A materially different gift — cut flowers in place of a potted plant, a different colour theme, a different form of sympathy tribute — is another matter. Where there is time to reach you, we will, so you can approve the change, order something else or cancel for a full refund. Where we can’t reach you, your florist proceeds with an appropriate substitution so the delivery still arrives on the day you chose, and you are told what was changed.

Either way you’re covered: if a gift arrives materially different from what you ordered, tell us and we’ll refund or replace it. Please accept the delivery rather than turning it away at the door — nothing is lost by accepting it and we can fix it faster. 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.