Terms & Conditions

Terms & Conditions

Purchasing Conditions

Kate Hill Flowers is pleased offer you the convenience of online shopping. Please review the general conditions of purchase contained in this website. Your use of this site will imply your agreement with these general conditions. If you have any questions, please contact our team on +61 3 9510 8800 or contact@katehillflowers.com.au

Returns and refunds

Kate Hill Flowers goes to great lengths to source the very best product for our customers. Our reputation depends on it. However, we are dealing with an organic product and on rare occassions this product may not meet expectations.

You can generally expect your flowers to last from 4 -7 days provided they are cared for correctly.
5 main steps will help your flowers to last as long as possible:

1. Stems should be cut on an angle (in or under running water if possible) as soon as you receive the flowers
2. Ensure the vase that is used is clean and filled with fresh water
3. Always keep an eye on the water levels and change the water completely every two days
4. Keep the flowers out of direct sunlight
5. Keep the flowers away from drafts and air-conditioning

If you feel the flowers have not lasted for at least three days let us know within this time by calling +61 3 9510 8800. Once we are confident that they have been cared for as recommended, we will happy replace the flowers.

Please note that we may firstly request a photo of the flowers and can only replace them if we are able to pick up the old flowers at the same time as we deliver the replacements.

We are always available on +61 3 9510 8800 to answer any of your concerns or questions regarding the care of your flowers.

Cancellations

Orders cancelled outside of 48 hours of the requested delivery time will incur a 50% administration charge. We do not offer refunds on orders cancelled within 48 hours of the delivery bracket/date. Refunds can only be made back the credit card that was used for the original purchase.

Re-Delivery, Saturday Deliveries & Public Holidays

By using our delivery service, you agree to let our drivers use their best professional judgment as to whether or not the flowers can be safely left at the delivery address should no one be there to receive them. We can hold no liability for the flowers from this point on.

If a delivery has been attempted unsuccessfully and requires a second or subsequent delivery to be made (e.g. You have provided us with an incorrect address or no one is home during your selected delivery time and there is no safe place to leave the order) a redelivery fee will apply to the same value as the original delivery fee. You will be contacted before the arrangement is redelivered and given the option to pick the arrangement up from our store in Prahran. If Kate Hill Flowers is in any way responsible for the redelivery, this redelivery fee will not apply.

In the rare event that there has been an issue with delivering your order and we have been unable to reach you first,  we reserve the right to call the recipient. At all times your details will be kept confidential.

If a security person or concierge is obligated to receive the flowers on the recipients behalf, we cannot accept responsibility for the flowers from this point on.

Orders with alcohol cannot be left unattended. Should no one be at the delivery address to sign for the order, the order will be returned to the studio and a redelivery fee will apply.

Saturday Deliveries

Saturday deliveries must be received by 12:00pm Friday.

By using our service on a Saturday you accept the flowers can be left without signature at the recipients address or with the nearest neighbour should the property be inaccessible or be an unsafe location to leave the flowers. We will leave a calling card if the flowers are left with a neighbour.

Saturday deliveries are dispatched between 9:00am and 12:00pm, for delivery by 5:00pm.

Public Holidays

Please note that we do not deliver on Public Holidays.

Website Pricing

All pricing is in Australian Dollars (AU$) and includes GST.

Substitutions

Flower varieties and colours shown in the online shop are subject to availability. Our staff will always endeavour to match the product as shown, but should the flower not be available, they will substitute these with an equally attractive flower of equal or greater value. The same applies to vases and glassware.

If you have any special requirements, we welcome you to call us on +61 3 9510 8800.

Secure Shopping

The authenticity of this site has been established by www.geotrust.com and you are welcome to view our digital certificate information. This digital certificate ensures that all information that you provide us with is encrypted and transmitted via 128 bit SSL (Secure Socket Layer).

SSL is the industry standard for the transmission of credit card details. Your information is encrypted using a complex mathematical algorithm before being sent over the Internet. It is almost impossible for an unauthorised party to seize the encrypted data.

You will know that your details are being safeguarded by looking for the padlock or unbroken key that will appear at the bottom of your browser whenever you are providing us with personal information.

You can also identify a secure site by looking at the address. For example, when you go to the www.katehillflowers.com.au order page you will notice that the address starts with ‘https://’, while non-secure pages begin with ‘http://’.

Information at katehillflowers.com.au is protected by is sophisticated firewalls and other security systems. We also have strict organisational procedures in place to ensure that the integrity of your data is maintained at all times.

Your bank can also provide you with additional information regarding the security of your credit cards.

If you have any concerns or questions relating to your security while using this website, please call us on +61 3 9510 8800.

Online Privacy Statement

Of utmost importance is the fact that we do not sell, rent or otherwise distribute your information outside of the company. Generally, we use the information we collect about you for two purposes:

1. To facilitate your requirements by ensuring your orders and enquiry’s are forwarded to the correct people and actioned in a timely manner, and

2. To enable us to send you relevant marketing information.

We always provide customers with an opportunity to opt-out of receiving future offers via e-mail. If you don’t wish to receive new information, just e-mail us at privacy@katehillflowers.com.au and we will delete your details from all internal marketing lists and future campaigns.

If you have any concerns or questions relating to your privacy while using this website, please call us on +61 3 9510 8800.

Offering Information to Other Parties

We only use or disclose information about our customers in ways they would expect. This means we only use information to meet your requirements of us or improve our website. This information is not available to any organisations outside of Kate Hill Flowers Pty Ltd.

Please note that this policy only covers the Kate Hill Flowers Pty Ltd website at http://www.katehillflowers.com.au. Links within this website to other web sites are not covered by this policy.

Changes to this Policy

Kate Hill Flowers Pty Ltd reserves the right to change this policy at any time. Please check this page periodically for changes. Your continued use of our site following the posting of changes to these terms will mean you accept those changes. Information collected prior to the time any change is posted will be used according to the rules and laws that applied at the time the information was collected.

Copyright

Kate Hill Flowers Pty Ltd maintains this website for your personal information, education, and communication. All material, graphics, icons, illustrations, images, information, logos, photographs, software, text, on the website (“Content”) are the property of Kate Hill Flowers Pty Ltd, its suppliers and/or licensors unless expressly indicated otherwise on the website. The Content is protected under Australian and international copyright laws. The Content is for your personal, non-commercial use, you are not permitted to modify, copy, reproduce, frame, upload to a third party, post, transmit or distribute the Content or any part of it in any way except as expressly provided for on the website or expressly authorised in writing by Kate Hill Flowers Pty Ltd.

© Copyright Kate Hill Flowers Pty Ltd 2011. All rights reserved.