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Customer Service

Product Care and Enquiries


If you need any advice, if you have any special requests, order related questions, or you just want to place your order with a friendly human being, please call on 1300 15 25 35 or +61 2 9319 3411 if calling from outside Australia. Alternatively, you can email us at customerservice@theflowerman.com.au.  We work very hard to ensure that everything we make is the best possible quality. For this reason, we believe that if you take care of your arrangement, you should be able to enjoy 5 days of freshness from your flowers (if not more!). 

Bouquets - remove the wrapping and trim the flower stems approximately 2cm from the base at a 45 degree angle. Place the flowers into a freshly cleaned vase and change the water every 1-2 days. You may also wish to trim the bottoms of the stems again if they start to feel soft.

Arrangements - simply top up the water in the floral foam every 1-2 days until moist to the touch. That's it!

Please remember that flowers are a live perishable product and temperature extremes, fluctuations in humidity and other climate factors may affect your arrangement. They are also subject to seasonal availability and therefore, flower colours, sizes and types may vary.

If you are concerned about the quality of your arrangement, please don't hesitate to contact us as we love to help however we can. If the flowers deteriorate more quickly than they should, or the presentation of your arrangement isn't up to scratch, please let us know within 30 days of the delivery date. Because flowers are a perishable product, any enquiries received after 2 weeks will be considered on an individual basis.

  

Returns, Refunds and Resolution

If the worst happens and the presentation or quality of your flowers falls short of our high standards, then please give us a call. We would hate for you to leave with a sour taste and would much rather do something to make it up to you. As flowers are our passion, we will always start by offering to send a brand new bunch as everyone deserves to receive beautiful flowers. However, if sending new arrangement is no longer appropriate or possible, we have a few other resolutions that we can explore instead. These include credit vouchers for future orders, upgrades to flowers or attachments or partial/full refunds depending on your specific circumstance. Please contact us on 1300 15 25 35 (+61 2 9319 3411) and we'll get your order fixed up quick smart!

Refunds for all orders, whether placed online or over the phone are credited back to the original credit card or PayPal account that was used to pay for the order.  Please be aware that while your refund will be processed as soon as possible, it may take 2-3 business days for the funds to become available to you.  This will depend on your bank.


"How should I let you know that there is a problem?"

Just get in touch by phone, text or email!  We're really friendly and if there has been an issue with your order, we want to know about it!

"What information do you need from me?"

We'll start by locating your order, so if you can have your order reference, or contact phone number ready, that's a great start.  Additionally, the more information you can give us about what went wrong with your order the faster we can determine the cause of the problem and find a solution!

"I've got a photo of the flowers, will that help?"

We will resolve any concerns or complaints regardless of whether you send us a photograph. However, if you did get a chance to snap one on your smartphone and could send this through to us, it is a BIG help! We take complaints very seriously and do everything we can to make sure there are no repeat occurences and photos allow us to identify how quality issues occur. To send us a photo, simply email us at customerservice@theflowerman.com.au. Alternatively, give us a call at 1300 15 25 35 and we will give you a number to text it to.

"What happens next?"

We will always try to address your concern on the spot and provide you with a resolution that you are happy with.  In the event that we can't resolve your enquiry straight away, we'll do everything we can to make sure it is fixed ASAP!  In the meantime, we'll be sure to keep you updated with any new information as soon as we hear about it, however, please feel free to contact us at any time as we love to help!

 

 

 

Click to call 1300 15 25 35