Delivery & Shipping Terms

By placing an order with Kate Hill Flowers, you authorise our drivers to use their professional judgment to determine whether your flowers can be safely left at the delivery address if no one is available to receive them. If the flowers are left in a safe location, delivery is deemed completed at that time and responsibility for the order transfers.

If the delivery address is unattended, incorrect, inaccessible, or the order cannot be safely left in our judgment, the order may be returned to our store. In these cases, a return fee equal to the delivery fee will apply.

If the flowers are returned to our Southbank store, we will contact you and offer the option to arrange redelivery or collect the order during opening hours. If Kate Hill Flowers is responsible for the failed delivery or return, no return fee or redelivery fee will apply.

Please ensure the recipient name, address, phone number, and any access instructions are accurate and complete, including gate codes, intercom details, and delivery preferences. We cannot be responsible for delays or non delivery where details provided are incorrect or access is not possible.

If a security desk, building manager, concierge, reception team, or similar accepts the flowers on the recipient’s behalf, delivery is deemed completed at the time of handover and responsibility for the order transfers.

In the rare event there is an issue delivering your order and we have been unable to reach you, we reserve the right to contact the recipient unless you have instructed otherwise. Your details will be kept confidential at all times.

If safe delivery requires it, we may place the flowers at a protected entry point, in a shaded location, or as close as possible to the nominated address. Where available, we may record proof of delivery, such as a photo or delivery confirmation.

Alcohol

Orders containing alcohol cannot be left unattended and cannot be left with anyone under 18 years of age. If no eligible recipient is available to sign for the order, the order will be returned to our store and a redelivery fee will apply.

Delivery timeframes

We aim for all flower deliveries to be completed by 5:00 pm to business addresses and by 6:00 pm to private addresses. Delivery times are a delivery window, not a guarantee. If you have a time sensitive request, please add a note at checkout and we will do our best to accommodate it.

Quality concerns

Flowers are perishable and sensitive to heat and handling. If there is a quality concern, please contact us as soon as possible on the day of delivery with a photo so we can help promptly.

Saturday Flower Deliveries

By using our Saturday delivery service, you accept that flowers may be left in a safe location at the recipient’s address without a signature, or with a nearby neighbour if the property is inaccessible or it is not safe to leave the flowers at the address. We will leave a calling card if the flowers are left with a neighbour.

Public Holidays

We do not deliver on public holidays.