Terms of service

New Terms of Service and Shipping Policy - Effective from 20 October 2023 2pm.

Terms of Service

1. GENERAL TERMS AND CONDITIONS

I. This website is owned and operated by Nataliia Bezverkha as Floral Atelier Australia. ABN: 81102010708.

II. By accessing, browsing, or using this website, you agree to all the terms, conditions, and disclaimers.

III. Floral Atelier Australia may amend these terms and conditions from time to time. Any amendment is effective immediately.

2. DELIVERY SERVICE

Welcome to Floral Atelier Australia (FAA), where we are committed to providing you with a seamless and reliable delivery experience. Below, you'll find comprehensive details about our delivery service, including the suburbs we serve:

Delivery Suburbs and Postcodes:

We proudly serve the following areas with our flower delivery services:

  • Adelaide CBD: 5000 - Adelaide
  • Eastern Suburbs: 5063, 5064
  • North Adelaide: 5006
  • Inner West: 5007, 5031, 5032, 5033
  • Western Suburbs: 5009, 5010, 5012, 5013, 5014
  • Southern Suburbs: 5038, 5045
  • Eastern Suburbs: 5061, 5062, 5065
  • South East: 5066, 5067
  • Eastern Suburbs: 5068, 5069
  • North East: 5081, 5082, 5083

Delivery Days and Hours:

We proudly offer delivery services seven days a week, ensuring your floral needs are met every day. Our delivery hours are as follows:

  • Mon-Sat: 8 am - 10 am
  • Mon-Fri: 10 am - 5 pm
  • Mon-Fri: 5 pm - 7 pm
  • Sat: 10 am - 2 pm
  • Sun: 10 am - 5 pm

For funeral orders, we kindly request customers to leave a comment at the checkout indicating the service's start time. We take pride in our 0% missed delivery record and will ensure on-time delivery for all funeral orders.

Special Holiday Deliveries:

We offer delivery services on special occasions like Valentine's Day, Mother's Day, and Christmas. Rest assured, we operate as usual on these days to make your celebrations even more memorable.

Hot Weather Policy:

To ensure the freshness of your flowers and gifts, we reserve the right not to leave them at a delivery address when the weather is forecasted to be over 25 degrees Celsius (77 degrees Fahrenheit). Orders unable to be left will be returned to Floral Atelier Australia for re-delivery, with applicable fees.

Delivery Notification:

We provide delivery notifications via SMS to the mobile number provided, keeping you informed about your delivery status. In case you have any doubts about your delivery, you can track your order online through our website or contact us. We send email and phone notifications for delivery status; however, we are not responsible for undelivered SMS or email notifications.

Safety Considerations and Customer Responsibilities:

I. For residential addresses, if our courier deems a delivery location unsafe, the order will be returned to the dispatch address, and redelivery fees will apply. Unsafe conditions may include locked premises, the presence of dogs, or an inability to leave flowers in a safe place away from public view.

II. It is the responsibility of the customer to ensure they check their invoice/order confirmation and confirm the name and address details of the recipient are complete and correct.

III. It is the responsibility of the customer to ensure that someone will be in attendance at the address at the time of delivery.

IV. By agreeing to "Leave at front door," you grant us permission to leave your entire purchased gift at the recipient's front door or in the requested area. Please note that deliveries including alcohol cannot be left at the front door.

At Floral Atelier Australia (FAA), we prioritize customer satisfaction and convenience. For inquiries or specific requests regarding our delivery service, please feel free to reach out to our dedicated customer support team. We appreciate your trust in us for all your floral needs!

3. CHANGES/CANCELLATIONS

Please ensure all order details are correct at the time of ordering. Due to high demand, substitutions of flower colours and varieties may be necessary to meet delivery times.

4. CUSTOMER OBLIGATIONS

Contact Details:

I. Customers must provide Floral Atelier with a valid phone number and contact email.

II. Floral Atelier Australia accepts no liability arising from the failure to contact a customer when contact details were not supplied, were invalid, or incorrect.

Delivery Address:

I. It is the obligation of the customer to ensure the recipient's delivery address is correct.

II. Failure to provide the correct delivery details may result in incorrectly delivered goods, undelivered goods, and additional redirect or re-delivery fees.

III. Floral Atelier Australia accepts no liability for incorrectly delivered or undelivered goods, where the customer made no reasonable attempt to correct the address within a reasonable period and/or Floral Atelier Australia acted in good faith when delivering the goods.

IV. Once delivered according to your instructions, the product condition becomes the responsibility of the receiver.

Recipient Details and Personalized Messages:

I. Customers must ensure recipient details, including their name and address, are correct and spelled accurately. Floral Atelier Australia accepts no responsibility for incorrect information resulting from reliance on customer-provided information.

II. For online orders, customers should ensure their personalized message is written to their satisfaction. We will make every effort to ensure correct spelling, grammar, and message card and envelope details.

5. ALTERATIONS AND AMENDMENTS TO ORDERS

I. We are unable to provide alterations or amendments (including cancellations) for orders that have already been prepared, dispatched, and/or are in transit.

II. Floral Atelier Australia reserves the right to refuse alterations and amendments.

6. CANCELLATION OF ORDERS

I. Cancellation requests received less than 24 hours before the scheduled delivery date may incur a cancellation fee. Customers may opt to receive a gift voucher for the full order value to avoid cancellation fees. Please contact us at 0444501983 to discuss your options.

II. Cancellations received more than 24 hours before the delivery date can be refunded.

III. Refunds for authorized cancellations will be processed within 3 - 5 working days or at the discretion of the customer's bank/financial institution.

IV. We regret that we are unable to cancel orders that have already been prepared and/or are with a courier for delivery.

7. COMPLAINT POLICIES

Floral Atelier Australia Two-Day Complaint Policy:

I. Any dissatisfaction with the product(s) must be communicated to Floral Atelier Australia at 0444501983 within two (2) days of delivery.

II. Floral Atelier Australia reserves the right to request photos of the original product(s). To assist us in quality control, it is our policy to collect the original flowers if replacements are required.


8. Refunds
Please note that we do not offer refunds for flowers that have already been sent and are in good condition. We take great pride in the quality of our blooms and ensure they are of the highest standard when dispatched. If you have any concerns about your order, please contact us by email for assistance floralatelier.sa@gmail.com and we will be happy to offer you a second delivery for a better result to satisfy you, our customer.

 

9. PURCHASE AND SALE OF ALCOHOL

I. Floral Atelier Australia supports the Responsible Service of Alcohol.

II. Under the Liquor Control Reform Act 1998, it is an offence to supply liquor to a person under the age of 18 years.