Terms of Use

1. Who is Urban Flower?
   
   UrbanFlower.com is the Trading name of Nite Florists Pty Ltd. The Australian Business Number for Nite Florists Pty Ltd is 43 074 928 215. Our registered place of business is 1 Burwood Road, Concord NSW 2137. The UrbanFlower.com.au website wholly owned and operated by Nite Florists Pty Ltd. For more information about our company please read the FAQ section of this website.
   
   By placing an order with Urban Flower either directly online at the http://www.urbanflowers.com.au website, or by placing an order over the phone with our customer service team, you are agreeing to our store’s Terms and Conditions.
   
   
2. Changes to your order
   
   If you wish to make any changes to your order, please do so either by phone on 1800 825 368, or email us on sales@urbanflower.com.au . Please note that any changes to your order (delivery address, card message, or additional items) must be made by 11pm the day before delivery, or by 7pm on Sunday for a Monday delivery. This ensures that we have enough time to amend your order before delivery. Please note that, once your order has been processed, cancellation of your order is possible only in special circumstances and at our discretion.

Cancellations

1. If you wish to cancel your order more than 24 hours prior to the scheduled delivery date, a AUD$15.00 cancellation fee will apply. If you wish to cancel your order less than 24 hours from the scheduled delivery date, your order will attract a 50% cancellation fee. Unfortunately orders that have already been prepared and/or scheduled for delivery cannot be cancelled.
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3. Conditions of Delivery
   
   Addresses – We will always make our best efforts to deliver your order to the address you provide. It is very important that you provide correct delivery details. Please also provide additional instructions for difficult to find addresses. In some cases, the courier will need to call the recipient to confirm details and co-ordinate delivery to ensure the goods are received on the date intended.
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5. If  incorrect information has been provided, or due to problems our couriers encounter when attempting to deliver your order, we may not be able to complete the delivery.
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Delivery Times - Free delivery only applies to orders which do not have specific delivery time requests. On our standard free delivery service, we will make every effort to deliver to schools before 3pm,  businesses before 5pm, and residential addresses before 7pm.

Please be aware that due to factors outside of our control (such as considerable traffic delays), our couriers may need to contact the recipient to get a forwarding address to ensure delivery on the intended day.

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2. Our Substitution Policy - Sometimes substitution is necessary to guarentee top quality
   
   

   On occasion it may be necessary to substitute some or all of the flowers used in your arrangement or bouquet. This may be due to a number of factors that are not possible to predict, like local flower or colour availability. Seasonal availability can also mean some flower types may vary from those displayed in some of the images on our website. We will always go out of our way to try and source the flowers that you want, but this is not always possible.

   If a substitution is required we will make every effort to contact you and inform you before delivery. However, in the course of arranging delivery of your special message, this may not always be possible and we may go ahead with the substitution without notifying you in order to prevent delays.

   In the case of a substitution we guarantee to always substitute flowers of equal or higher value, and will keep with the theme of the flowers originally chosen, ensuring your message to the recipient is not lost.

   Interstate Orders - Orders that are not for delivery in the Sydney Metropolitan area are sent through our network of florists (Petals Network). We will endeavour to ensure our relay service sends out flowers that match the products on our website as closely as possible. However, due to seasonsal and regional differences in product availability, we cannot guarentee orders placed for delivery outside the Sydney Metro area will appear as pictured on our website. As above, we do guarentee that our network of florists will substitute flowers of equal or higher value, and will keep with the theme of the flowers originally chosen, ensuring your message to the recipient is not lost.