Substitution Policy

Last updated 1 July 2026

Why substitutions happen

Every Bourkes order is made by hand, on the day, by a florist in our network, usually close to the delivery address — not packed in a warehouse or posted in a box. That is what lets us deliver fresh flowers same-day almost anywhere in Australia, and it is also why the exact stems can vary.

Flowers are a seasonal, living product. A bloom that is abundant in Brisbane in October may be unavailable in Hobart in June, and a variety that was in the market yesterday may be gone today. Rather than cancel your order or send something tired, your florist may substitute.

What we may substitute without asking

An individual flower, foliage or filler, replaced with a similar variety in the same colour palette.

A vase, container or wrap, replaced with a comparable one in a similar style.

In every case the replacement is of equal or greater value, and the finished gift matches the style, colour and overall look of what you ordered.

The photograph on each product page is a guide to style and palette, not a promise of identical stems.

Larger changes, and your delivery date

Occasionally a florist cannot keep every detail of what you ordered and the change is bigger than one bloom, such as a different colour mix or a different style of sympathy tribute.

When that happens there is a choice to make: change the gift, or miss the delivery date. Because most orders are tied to a birthday, an anniversary or a funeral, your florist makes the closest suitable substitution so the delivery still arrives on the day you chose. By placing an order you agree to the florist doing this without contacting you first.

If a different kind of product arrives

If you ordered flowers and something of a different kind is delivered, such as a potted plant, tell us and we’ll arrange a replacement or a refund.

Other substitutions made under this policy, including changes to individual flowers, colours, wrapping or container, are not grounds for a refund.

Please accept the delivery rather than turning it away at the door. A refused delivery is treated as delivered.

You never need to return anything. Flowers are perishable, so we do not ask for them back.

Tell us as soon as you can at care@bourkesflorist.com.au or on 1300 970 379 with your order number and, if you can, a photo. Fresh flowers show a problem within a day or two, and the earlier we know, the more we can do with the florist.

Add-ons and gifts

Where an add-on such as a vase, chocolates or a soft toy is unavailable, we will substitute a comparable item of equal or greater value, or refund that item and deliver the flowers as ordered. We will not silently drop an add-on you paid for.

Your consumer rights

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

This policy sits alongside our Returns & Exchanges policy and our Terms & Conditions.