Shipping policy

We deliver Monday to Saturday, and on the occasions we open for, such as Mother’s Day and Valentine’s Day. The days available are shown when you choose your delivery date at checkout. The same terms apply on every delivery day.

By placing an order with Kate Hill Flowers, you authorise the delivery driver 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. Flowers may be left without a signature, or with a nearby neighbour if the property is inaccessible or it is not safe to leave them at the address.

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 record proof of delivery, such as a photograph or a delivery confirmation.

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.

If a delivery cannot be completed

If the delivery address is unattended, incorrect or inaccessible, or the order cannot be safely left, we will contact you first to agree what to do. If we cannot reach you, the flowers are returned to our Southbank store. Kate Hill Flowers covers the cost of that return. There is no return fee.

Once the flowers are back at the store, we will contact you again. You can arrange a redelivery, or collect the arrangement from our store during opening hours at no charge. Redelivery is charged at the delivery rate that applies to the new address, which is usually the standard rate, though it can differ if the flowers are going to a different suburb. Where the failed delivery was our error, no charge applies at any stage.

Please make sure 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 the details provided are incorrect or access is not possible.

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 are kept confidential at all times.

Delivery timeframes

We aim to have all same day deliveries completed by 6pm to private addresses, and by 5pm to businesses. These are the times we work to, not a guaranteed delivery time. If you have a time sensitive request, add a note at checkout and we will do our best to accommodate it. You may also choose express delivery.

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 flowers are returned to our store and a redelivery can be arranged.

Quality concerns

Flowers are perishable and sensitive to heat and handling. If there is a quality concern, contact us within 10 days of delivery, with a photograph if possible. You do not need to return anything, and the sooner you let us know, the sooner we can help. Our Refund policy sets out the full detail.

Public holidays

We do not deliver on Sundays or public holidays, apart from the occasions we open for. If the date you want falls on a day we are closed, we deliver on the next delivery day and let you know.