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FAQs

Can I order flowers over the phone?

Yes, you can call our store on 03 9510 8800 during business hours 9am-5pm to order flowers. Our team of designers will assist you when ordering over the phone and we love discussing flowers, what’s beautiful and in season, what’s best to send for the occasion and matching other gifts to compliment the flowers being delivered. We pride ourselves on excellent customer service and are here to guide and support you.

Can I order flowers online?

Yes, you can order flowers online really easily. You select the product you would like to purchase, choose the delivery date, complete all the shipping details and your contact details, take your time writing your card message and process payment. Really easy to order online at your convenience.

Do you deliver throughout Melbourne?

Yes, we deliver Flowers,Champagne,Candles and Plants safely throughout Melbourne. We deliver to all Melbourne metropolitan areas. Outside of these areas, please contact our store to gain a delivery cost. Our professional drivers will deliver your Gift with care, excellent customer service and professionalism. 

What happens if I provide the wrong address or wrong details?

If you have provided the wrong address (online or over the phone) the flowers will be delivered to the provided details. If the 

Can I collect my order from you?

Yes, outside of a pandemic (with Stage 3-4 restrictions in place) you can collect your flowers from our Store during business hours. 

Can you take a photo of my Order?

Yes, we can provide a photo of your Order if requested and arranged at the time of ordering. Image request must be noted or requested at the time of ordering not on the day of delivery. If your Order has left the store and is being delivered, we can not take a photo of the Order. If requested at the time of the order is taken, we will text or email the image on the day of the delivery. The image or Order can not be changed or altered unless we have not designed the selected product (and made a human error).

What flowers are best in season?

Flowers are a fresh and seasonal product of nature and we pride ourselves on sourcing only the very best quality flower which is in season. Please view our In Season Flower List which will provide a list of what’s in season and when. Each season brings a flush of beauty and it is best to use what’s in season.

What other Gifts do you sell other than fresh flowers?

We sell fresh and seasonal Plants, cold Champagne, luxurious and Australian made KH Candles and a huge range of Greeting Cards.

Do you deliver interstate?

No, we don’t send flowers interstate. As fresh flowers are a fresh and fragile product, we can not ship flowers from Melbourne to another state. We can post our KH Candles nationally and internationally.

Can my Gift Bouquet be delivered in your Flower Bag?

Yes, all of our Gift Bouquets, Vase Designs, Plants, Candles and Champagne are beautifully gift wrapped with our signature wrapping (that includes layers of white paper, silk paper and Kate Hill signature ribbon) and then placed securely into our custom Flower Bag (which has a water insert inside the bag). The Gift Bouquet will sit safely in fresh cool water to ensure the Bouquet remains fresh and hydrated. And the recipient can easily carry the Gift Bouquet while looking stylish.

Do you charge for Gift Wrapping?

All of our gift wrapping is Complimentary (free) when purchasing from Kate Hill. Our beautiful signature wrapping is part of our brand experience and we pride ourselves on presentation, quality and detail. Many florists charge extra for every extra ribbon, wrapping, bag they use, we don’t. 

Can I change my Card Message?

Yes, we require a minimum of 24 hours notice (via email) to make any changes to your Card Message (or order). If we are able to make the changes requested, we will confirm via email to ensure the changes have been fulfilled. 

When placing a Valentines Day or Mother's Day, we may not be able to change your Card Message due to the high volume of orders we receive for these big Gift days/weeks. If you are ordering flowers for Valentines Day or Mother's Day, we recommend you plan your Card Message carefully to ensure your Order is fulfilled perfectly.

What do you do if the recipient is not home when delivering flowers?

If the recipient is not home when we attempt to deliver the flowers, we will call the provided contact number and discuss the options with the recipient. On most occasions, if we are able to leave the flowers safely (out of the weather and out of street view) we will and our driver will notify the recipient of this (without disclosing what they are and who they are from). If the flowers are unable to be left safely at the delivery address, the flowers will be returned to the store and incur additional delivery charges. We will contact the customer (or recipient if the customer permits) and arrange a suitable time to re-delivery the gift (with additional charges involved).

I am embarrassed or have a long Card Message, what can I do?

If you are feeling shy or you have a long Card Message to be attached with your Gift Bouquet, we will provide you with an email address you can email the Order Number and Card Message to. We are here to support and ensure the process is confidential and smooth.

What if I want to cancel and refund my order?

Orders can be cancelled with at minimum 24 hours notice via email. If your order has been processed, designed and on its way to being delivered, you are unable to cancel your order. And therefore unable to receive a refund.

What if I need to request a delivery time?

If you require the flowers to be delivered at a preferred delivery time, please call the store to arrange a VIP Delivery rate. A VIP Delivery will guarantee your Order will be delivered between a certain time frame and is charged at a higher rate to ensure this is fulfilled (point to point on time). Requesting a particular delivery time in our Notes section, does not guarantee the delivery time. Ordering Online includes a standard delivery shrive and your flowers will be delivered between 10am-5.30pm. We always try our very best to fulfill all requests but if you would like a preferred guarantee time (morning delivery time) its best you call the store and arrange a VIP Delivery to guarantee the delivery time. Call the store with a minimum of 24 hours prior to your preferred delivery date to arrange the special delivery request.

Do you deliver on the weekend or public holidays?

We deliver Monday to Friday and we do not deliver on Public Holidays. We deliver between our business hours of 9am-5pm on a standard delivery service.

What methods of payment are acceptable?

We accept Visa, MasterCard, AMEX and Afterpay as forms of payment. We do not accept Cash, Cheque or any other ways of payment. Once your Order is paid in full (we do not accept part payments, deposits, holds) your Order is processed.

Always Melbourne's First Choice for Flower Delivery

  • Est. 2007

    Unmatched excellence in luxury floral design and innovation for over 15 years.

  • Delivery with Care

    Same day delivery to over 500 suburbs across Melbourne, and always with care.

  • Premium Grade

    Unmatched quality and exceptional beauty in every bloom we meticulously select.

  • Satisfaction Guaranteed

    Shop with confidence and ease, knowing your satisfaction is always our priority.