At Urban Flower we pride ourselves on the quality of our products and services. It is important to remember that flowers are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. With over 50 years experience, Urban Flower ensures that only the freshest and highest quality flowers are hand selected and bought each day. We are confident in the beautiful flowers we prepare and send, that is why we send a photo of every order.
Care instructions must be followed thoroughly in order to increase the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers.
If at any time you are not completely happy with our service or our products, please let us know so we can rectify any errors or oversights that may have occurred. We are here to help and have a dedicated team which will go the extra mile to ensure that you are satisfied with Urban Flower.
Flowers arriving in bud - Flowers such as lillies and sunflowers - may arrive in bud or slightly closed so the recipient will get the pleasure of watching your flowers open, the bud protects the delicate bloom while the flowers are in transit, ensuring that your flowers arrive unmarred. They also arrive with much more life ahead of them. Although the product images on our website show flowers in full bloom, we usually deliver flowers in bud or partially in bloom for the reasons listed above. We do understand that first impressions count, but this has to be weighed up with the practicality of delivering fresh flowers in good condition.
Flower substitutions - please refer to our terms & conditions page regarding the substitution of flowers out of season, or not in stock. Sometimes substitution is necessary to guarantee top quality.
On average, the flowers should last between 3 and 7 days. Should your flowers perish within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, Urban Flower will be happy to resend new set of flowers. We reserve the right to request photos or images of the original flowers.
To assist us in quality control, it is our policy to collect the original flowers. Regretfully, we cannot arrange a resend of fresh flowers to you if the original flowers are disposed of or images are unavailable.
If the recipient receives damaged or sub-standard flowers, please contact us immediately so that we can arrange one of the following:
* a re-send on the next available delivery date; or
* a full or partial refund (% refund depends on the specific circumstances of the issue).
Typically we will not offer both a refund and a resend. Where flowers have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from our courier (as appropriate). It is important that we are contacted as soon as possible regarding issues.
Refund Method - Refunds will only be made in the original payment method.
1/ Phone: 61 2 9745 1668
2/ Email: carli@urbanflower.com.au
