FAQ

Frequently Asked Questions

Deliveries

How much does delivery cost?
When will my flowers be delivered?
Do you guarantee delivery times?
Can I select a specific time for my delivery?
Can I track my order?
What happens if the recipient isn’t home?
Do you deliver to hospitals, funeral homes, and businesses?
Do you offer same-day delivery?
Do you offer express delivery for time-sensitive occasions?
How can I ensure on-time delivery for a special occasion?
I have received flowers but am not sure who they are from

How much does delivery cost?

Our standard delivery fees start at $15 and are calculated at checkout once you enter the delivery address. Prices vary with distance so we can keep every bouquet pristine in transit. Express delivery is typically twice the standard rate.

When will my flowers be delivered?

We understand that timing matters deeply when you're sending flowers, whether you're celebrating a special day, offering sympathy, or simply wanting to brighten someone's day. Your gesture's impact often depends on perfect timing.

We deliver Monday through Saturday, with same-day delivery available for orders placed before 1pm local time. During checkout, you'll be able to select your preferred delivery date and see all available delivery windows.

For those heart-racing moments when you've suddenly remembered an important anniversary or birthday, our same-day service becomes a relationship-saver. However, for planned occasions, selecting a delivery date gives you peace of mind that your thoughtful gesture will arrive exactly when it matters most.

Do you guarantee delivery times?

We guarantee delivery on the date you select. For specific time windows (morning/afternoon/evening), we make every effort to accommodate your request, but please understand that exact delivery times may vary due to traffic, weather conditions, and delivery volume. For time-sensitive deliveries (such as birthdays or anniversaries), we recommend selecting a delivery date at least one day before the event.

Can I select a specific time for my delivery?

Standard deliveries arrive between 9:00 am – 5:00 pm. Need an exact time? We can book a priority courier (before noon) for an extra fee. Please contact us for a quote.

Can I track my order?

Yes, however we do all the work for you! Once your bouquet is being prepared you’ll receive an email advising your order has been dispatched. Once it is delivered you will receive another email confirming delivery.

What happens if the recipient isn’t home?

We recognise the anxiety that can come with sending flowers: "Will they receive my gift? Will it remain fresh and beautiful until they do?" These concerns reflect how much you care about both the recipient and the sentiment you're expressing.

Our delivery team understands the emotional investment behind each arrangement and takes special care with every delivery. If the recipient isn't home, our delivery specialists will:

Place the flowers in a safe, sheltered location at the recipient's address
Ensure the built-in water vessel is properly filled to maintain freshness
Leave the flowers with a neighbour or building reception if appropriate and secure
Notify you via email about the delivery status and location of the arrangement

This thoughtful approach ensures your gesture of love, celebration, or sympathy reaches its destination intact and beautiful, ready to convey your feelings when the recipient arrives home.

Do you deliver to hospitals, funeral homes, and businesses?

Absolutely! Just add ward/room numbers (for hospitals), the deceased’s name (for funerals), or department/reception details (for businesses) so we can reach the right place smoothly.

Do you offer same-day delivery?

Yes, on orders placed before 1 pm local time. During Valentine’s Day and Mother’s Day, we recommend ordering early as slots fill fast.

Do you offer express delivery for time-sensitive occasions?

We do. Our express service prioritises your order for delivery within a 2 hour window for an extra fee. This is ideal for milestone breakfasts, early meetings, or surprise lunches.

How can I ensure on-time delivery for a special occasion?

Order 1–2 days ahead when possible, select express for 2 hour window arrival, provide full address details and a contact number, and include gate or concierge instructions in the notes.

I have received flowers but don't know who they're from

If you've received flowers without knowing the sender, please contact our customer service team. With the sender's permission, we can share their information with you. However, for privacy reasons, we cannot disclose sender information without permission.

Ordering

How do I place an order on your website?
Can I place an order over the phone?
Can I make changes to my order after it’s placed?
What happens if I need to cancel my order?
What special delivery instructions should I include?
What happens if I provide incorrect delivery instructions?
Can I place an anonymous order?

How do I place an order on your website?

Select an arrangement, choose size/add-ons, fill in delivery details and your card message, then complete payment. Need help? Call us and we’ll happily walk you through.

Can I place an order over the phone?

Yes! Ring (03) 9510 8800 during business hours and our team will gladly assist.

Can I make changes to my order after it’s placed?

As long as we haven’t begun designing or dispatching your bouquet, we can adjust addresses, messages, or even flower choices. Contact us ASAP.

What happens if I need to cancel my order?

Cancel at least 24 hours before the delivery date for a full refund. Inside 24 hours we’ll do our best and may issue store credit if the bouquet is already in production.

What special delivery instructions should I include?

The more information you can provide about the delivery location, the better! For business addresses, please provide the name of the business and whether the flowers should be delivered to reception, a loading dock, or building concierge. For residential addresses, please note that our couriers will need to be able to get to the front door, so information about locked gates or secure apartment buildings is very helpful. For hospital addresses, please provide the name of the hospital, ward, and bed number if possible.

What happens if I provide incorrect delivery instructions?

We understand mistakes happen! If you realise you've provided incorrect delivery information, please contact us immediately. We'll work with our delivery team to update the information or reroute the delivery if possible. If the flowers have already been delivered to the wrong address, we'll work with you to find the best solution.

Can I place an anonymous order?

Yes. Please write “Anonymous” in the sender field or notes. We will never reveal your identity without your permission unless legally required.

Is it safe to use my credit card online?

We understand that beyond the flowers themselves, your trust is perhaps the most precious gift you give us. When you choose Kate Hill Flowers to carry your heartfelt sentiments, you deserve complete peace of mind about your personal and financial information.

All your payment information is secured using industry-standard SSL (Secure Socket Layer) encryption technology. This is the same level of protection used by major financial institutions. For added security, we never store your complete credit card information on our servers.

Your privacy is as important to us as the meaning behind your flower selection, and we honour both with the highest level of care and respect.

Which payment methods do you accept?

Visa, Mastercard, Amex, & Afterpay. Need another option? Call us.

What happens if my payment fails?

Double-check card details, expiry, and available limit. Still stuck? Please call us for help.

Flower Care & Maintenance

How should I care for my flowers?
Why are some flowers still in bud form?
Do you provide care instructions with each delivery?
What should I do if my flowers don’t look fresh?

How should I care for my flowers?

We understand that when someone receives flowers from you, they're receiving more than just beautiful blooms—they're receiving a gesture of your care, love, or support. That's why we've designed our signature presentation to preserve both the beauty of your gift and the sentiment behind it.

Each Kate Hill bouquet arrives:

In our distinctive white flower bag with convenient long handles, designed for that special "unwrapping moment" when emotions truly connect
With our innovative built-in water vessel that keeps blooms fresh and vibrant—ensuring your thoughtful gesture remains beautiful from the moment of delivery
Wrapped in our signature white presentation with layers of silky paper, decorative curls, and branded ribbon that turns the act of receiving into a meaningful experience
Ready to be displayed immediately, relieving any pressure or stress for the recipient during what may be a busy or emotional time

This thoughtful presentation is especially meaningful for recipients who are celebrating joyful milestones, navigating difficult times, or simply managing busy days. Your gesture remains pristine and ready to bring comfort or joy exactly when needed.

For ongoing care, we recommend:

Keep the flowers in the provided water vessel until ready to transfer them to a vase
When transferring to a vase, trim the stems at an angle and use the included flower food
Place away from direct sunlight, heat sources, and ripening fruit
Change the water every 2-3 days
Remove any wilting blooms to extend the life of the arrangement

Why are some flowers still in bud form?

We often send certain varieties in bud so they open gradually at home, giving a longer-lasting display that evolves over several days.

Do you provide care instructions with each delivery?

Yes. Every bouquet includes a care card with step-by-step guidance to help keep blooms looking their best.

What should I do if my flowers don’t look fresh upon delivery?

Please email us within 24 hours with a photo. We stand behind our quality and will arrange a prompt replacement or refund if anything falls short.

About Our Flowers

How fresh are your flowers?
Will my arrangement look exactly like the photo?
Do you offer add-on gifts?
Where do you source your flowers?

How fresh are your flowers?

We receive market deliveries daily and ship many stems in bud for longevity. With proper care, our bouquets typically last 5–7 days (often longer due to all our flowers being premium grade).

Will my arrangement look exactly like the website photo?

We recognise that when you select an arrangement online, you're envisioning the perfect expression of your feelings, whether it's celebration, sympathy, or love. Each Kate Hill arrangement is hand-crafted with intention and care by our experienced florists who understand the emotional weight your gift carries.

While every arrangement is unique, as natural flowers vary in subtle ways, we ensure that the emotional impact and overall aesthetic remain true to what captured your heart when making your selection. The style, colour palette, and essence of the arrangement will absolutely reflect the thoughtful choice you've made.

We believe that these subtle variations in nature actually enhance t he personal nature of your gift, making it as individual as your relationship with the recipient.

Do you offer add-on gifts with flower arrangements?

Yes! We offer a variety of complementary gifts that can be added to your flower order, including premium chocolates, cuddly teddy bears, celebratory balloons, and a selection of wines and champagnes. You can add these items during the checkout process to create a more personalised gift experience.

Where do you source your flowers from?

We always prioritise Australian growers and limited trusted international farms that practise sustainable methods, selecting the freshest seasonal blooms every day.

Customisation & Personalisation

Can I include a personal message?
Can I customise an arrangement?
Do you offer flower subscriptions?
Can you create something custom?

Can I include a personal message with my flower delivery?

Definitely. Need more space or a special card? Contact us.

Can I customise an arrangement?

Yes. Just choose size upgrades, request palette preferences in the notes, and add gifts like chocolates or champagne. For larger customisations, please call us for a bespoke quote.

Do you offer flower subscriptions?

We provide weekly, fortnightly, or monthly plans for homes and businesses - with pause or change anytime.

I can't find exactly what I'm looking for - can you create something custom?

Absolutely! If you can't find exactly what you're looking for on our website, please contact our experienced florists. We'd be happy to create a custom arrangement tailored to your specific preferences. Tell us your budget, preferred flowers, colours, and occasion, and we'll design something unique just for you.

Special Occasions & Corporate Services

Do you offer wedding and event flowers?
Do you offer corporate services?
Can I place an anonymous order?

Do you offer wedding and event flowers?

Yes. Please visit our Weddings page or contact our coordinator for a consultation. We recommend booking a few weeks ahead.

Do you offer corporate services?

Yes, we provide corporate services including:

Office arrangements and plants
Client gifts and thank-you arrangements
Event centerpieces and decor
Custom branded arrangements
Employee recognition programs Contact our corporate team for volume discounts and customised service packages.

Can I place an anonymous order?

Yes. Please select “Anonymous” in the sender field or write it in the notes. Your identity remains confidential.

Sustainability & Sourcing

Where do your flowers come from?
What sustainability practices do you follow?
Do you offer plastic-free packaging?

Where do your flowers come from?

A vast majority are from local Australian growers, and then responsible international farms that meet strict ethical and environmental standards.

What sustainability practices do you follow?

We prioritise local seasonal blooms from local farms, donate unused and post event flowers to hospitals, and also follow eco-optimised delivery routes reduce our footprint.

Do you offer plastic-free packaging?

Yes. Please call us to request more “Eco-Friendly Packaging”.

Company & Support

Where are you located?
What are your business hours?
Are you a relay service or call centre?
Why choose Kate Hill Flowers?
How can I contact customer service?
What if I have a problem with my order?

Where are you located?

Our studio and store are at 440 City Rd, Southbank VIC 3006, dispatching every bouquet fresh from Melbourne.

What are your business hours?

Monday–Friday 9 am–5 pm; Saturday 9 am–12 pm. We are closed on Sundays and Public Holidays.

Are you a relay service or a call centre?

No, we are a 100% locally owned and operated Melbourne florist. All of our flower arrangements are handmade to order by our team of professional florists right here in Melbourne. We never relay or send your order to another florist, ensuring the highest quality and consistency for every arrangement we deliver.

Why choose Kate Hill Flowers?

We pride ourselves on premium quality, exceptional service, and beautiful, unique designs. As a local Melbourne florist with years of experience, we understand our local flower market and seasons, allowing us to source the freshest blooms. Our dedicated team of professional florists creates each arrangement with attention to detail and a passion for floral artistry.

How can I contact customer service?

Phone: (03) 9510 8800 (Mon–Fri 9 am–5 pm; Sat 9 am–12 pm)
Email: studio@katehillflowers.com.au
In-store: 440 City Rd, Southbank.

What if I have a problem with my order?

Please contact us right away and include a photo within 24 hours for any quality issues. We’ll resolve with a replacement or refund.