Terms and Conditions

By using this website you agree to be bound by its terms, conditions, disclaimers and limitations of liability. You also acknowledge that you have read and understood these Terms and Conditions. Poppy Rose Flowers Pty Ltd reserves the right to amend or update this information at any time without providing notice.

Visa, Mastercard and American Express are accepted on our website using the Stripe payment gateway. We also accept Paypal, using the Paypal gateway, which will direct you to a third party page for processing. We also offer Afterpay in both our online and and retail store, and ZipPay in our online store.

We only use secure methods of payment on our website and payment information is not stored or collected by Poppy Rose Flowers Pty Ltd unless you have opted to save your payment methods within your online account. We have a current SSL certificate.

Poppy Rose deliveries do not operate on weekends, public holidays or over the Christmas period, so orders cannot be sent on these days. Unavailable delivery dates should not be available to order for on our website. If flowers are ordered for delivery on any of these days, we will contact you to make alternate arrangements. If we do not hear from you, we will automatically deliver your order on our next delivery day. If another delivery day is not suitable, we are happy to cancel and refund your order.

We close for an extended period over Christmas. These dates are at the discretion of the Poppy Rose management team and will be made public one they have been decided. Poppy Rose may choose to close on any normal business day without notice.

We offer a range of gifts and add on items which are available to add to any flower or plant delivery. You can add these items to a product that already includes delivery or create your own Gift Set containing only gifts. If you choose to Build you own Gift set, this product will have a delivery and handling fee built into it which covers simple packaging, a handling fee and delivery within our inclusive delivery zone. Delivery to suburbs outside of our inclusive zone will incur extra delivery fees.

Due to liquor licensing exemption rules, we are permitted to sell alcohol but there are limitations to our allowances.

The quantity of the liquor for each purchase cannot be more than 2L and, if the liquor includes spirits, the quantity of spirits may not be not more than 1L.

The floral arrangement or gift basket must be delivered as a gift to an adult other than the purchaser of the floral arrangement or gift basket. For this reason, we are unable to deliver orders containing alcohol to the person who placed the order, they must go to a separate recipient who is over the age of 18. 

The gift is to be delivered to a place other than the business where the sale was made. If you place an order online that contains alcohol, you are not able to collect it from our store, it must be delivered.

The total value of the liquor and the container in which it is supplied may not be more than 75% of the gift’s sale price.

Recipients of alcohol that appear to be under 25 may be asked for proof of ID before our driver is able to leave the delivery with them. We refuse the right to return the portion of the delivery that contains alcohol to our store if the recipient is not able to provide appropriate proof of age.

For Poppy Rose to process your order, we need some information from you. These details include your full name, address, email address, phone number and payment details. For information on how we obtain, store and use your personal information please see our Privacy Policy. A full and cleared payment will need to be successfully processed before we can deliver your order.

Once your order has been placed, you will receive an order number on the screen. We recommend that you take note of this order number. You should also receive an email to your nominated email address with an order confirmation. If you don’t, there may have been a problem with processing your order. Please let us know if this happens by emailing hi@poppyrose.com.au or calling our team on 07 3395 4273 during office hours.

Please keep your order number somewhere safe so that you can use it as a reference if you do have any queries relating to your order.

The receiver’s full and correct name and full and correct delivery address are minimum requirements needed in order for your delivery to be accepted. If your order is missing information we will contact you and try and get the information that we need before your order is due to leave our store. If we are not able to reach you before the order is due to leave our store, we will hold the order until we have further instruction from you.

By providing your mobile phone number and opting in to receive SMS messages from Poppy Rose Flowers Pty Ltd, you agree to be bound by these SMS Terms of Service (“Terms”) and any additional terms and policies referenced herein. If you do not agree to these Terms, please do not provide your mobile phone number or opt in to receive SMS messages.

By opting in, you consent to receive recurring SMS messages from Poppy Rose. Message frequency may vary. You can opt out of receiving SMS messages at any time by texting “STOP” to the number provided. You will receive an opt-out confirmation message, and you will no longer receive SMS messages from us.

By providing your mobile phone number, you expressly consent to receive SMS messages from us for the purposes described in these Terms. We respect your privacy. Our Privacy Policy describes how we collect, use, and protect your personal information. By providing your mobile phone number, you consent to the practices described in the Privacy Policy.

SMS messages may include promotional messages, alerts, updates, and other information related to our products, services, or promotions. Message and data rates may apply to SMS messages. Check with your mobile carrier for details. We reserve the right to terminate or suspend our SMS services at any time, with or without notice, for any reason or no reason.

For support or assistance related to our SMS services, please contact us at hi@poppyrose.com.au.

We may modify these SMS Terms at any time. The updated Terms will be posted on our website, and your continued receipt of SMS messages after such modifications constitutes your acceptance of the updated Terms.

These SMS Terms are governed by and construed in accordance with the laws of the State of Queensland, Australia. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Queensland.

Our prices are displayed on multiple pages throughout our website. Prices exclude delivery fees. Our pricing structure may change without notice and any new product prices will be updated on our website. All prices are quoted in Australian dollars and include GST. Prices of all products are subject to change without notice.

Delivery to selected suburbs is added at the checkout. A service fee is also included in the cost of your flowers. This covers the labour and other expenses related to making our products and services available as well as contributing to our business profits. All of our pricing also includes GST. We are a small and independent business and we appreciate your support.

Our flower products are a different style of flowers each day, chosen by our team. The contents of each arrangement change from day to day. A limited number of each style is available each day and once we sell out, you will not be able to order that option for that particular delivery that day. The website will be updated when flowers are no longer available to purchase for the day or at 12pm, whichever happens first. You can place orders for a later date at any time, providing that product is available to order on the website for that date.

We use many different types of flowers on a daily basis and each type is different from the other. Our flower choices are heavily based around seasonal availability and quality. We source our flowers from our local growers markets and interstate wholesalers and farms. We do our best to source quality products, however flowers and plants are a natural product sometimes this is out of our control. While we do try and make sure that all of the flowers that leave our store are of a high standard of quality we are not able to avoid natural markings and discolouration of some petals/leaves. Some flowers may also retain their guard petals but this does not mean the flowers is damaged or of poor quality. Some products may also contain insects, markings from insects. Part of the product may have been affected or eaten by insects.

Any feedback relating to the above may not be included in our re-delivery policy.

View our Refund and Re-Delivery policies.

We have a no refund policy on all flowers purchase from our online or retail store.

If you have any concerns or are not happy with the quality of the flowers within your bunch, we want to hear from you so that we can make it right. Please provide a clear photograph of the flowers that you are concerned about and we will assess the issue from there. It can be difficult to assess an issue with a delivery if the photograph supplied is not clear, does not show the entire bouquet or is taken from an angle that does not reflect the true nature of the arrangement. We require a clear photograph, of the front of the arrangement that shows the true nature of the arrangement in order to assess the quality properly. If we believe that your flowers do not meet our standards, we will send you a replacement bunch at our cost.  This decision is at the discretion of the Poppy Rose management team. We have a no refund policy for all flowers that have been delivered or purchased from our retail store.

Your flowers will always last longer in the cooler months. We are unable to accept responsibility for heat affected flowers. You should expect your flowers to last at least 2-3 days. If for any reason (excluding extreme spikes in temperature) they last less than 3 days please let us know so that we can look into why.

We unable to offer refunds for any flowers that are delivered or purchased from our retail store. If there is an issue with the quality of your order, we will be happy to work with you to rectify the issue.

View our Refund Policy here.

There are times which remain out of our control where the cost of flowers to our business increases without notice or warning. When this happens we will amend our daily purchasing methods and formulas to meet the market value. This means that the stem count in your bunch may vary but the value will always remain the same. This will not be advertised and will be changed at the discretion of our Management team. The size of our bunches will vary from day to day depending on the flowers used, but each bunch contains the same value of flowers required for the chosen size. The size of the bunch and the size/colours of individual flowers delivered will vary from our images on our website and social media. This is due to the fact that flowers are a natural product and we are limited to product availability at the markets. The images on the website are not changed daily and may contain product that is no longer available. We are not able to provide any refunds or re-deliveries regarding the size of the bunch of flowers received or purchased.

View our refund policy here.

We have a no refund policy on all flowers purchase from our online or retail store.

We are unable to offer any refunds if incorrect delivery information is provided or if we are unable to deliver your flowers due to an issue that is outside of our control. It remains the sender’s responsibility to make sure we are provided with detailed and accurate delivery information and that we have adequate instructions on how to manage their delivery to a building that is not accessible. Our courier will only attempt to contact either the sender or the receiver if they have any issues with your delivery. If we are not able to reach either party, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a redelivery as soon as possible. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

We do not offer any refunds for issues relating to the size of our bouquets or for change of mind once flowers have been delivered or taken from our store. If there is any issue with the quality of your order, we will be happy to work with you to rectify the issue.

View our refund policy here.

Our order cut off time for same day delivery is 12pm Brisbane time (unless sold out earlier). If you have been holding a product in your shopping cart and the order is processed after 12pm, your order will automatically be delivered on our next business day. If another day is not suitable, we are happy to cancel and refund your order. All orders have a 15 minute cart cut off time.

We currently operate in Brisbane only. Please see the Where we Deliver page on our website for a full list of suburbs that we service. This includes suburbs that fall within our inclusive zone as well as suburbs that incur extra delivery fees. The information on this page, including our deliver areas, inclusive delivery fees and additional delivery fees are subject to change without notice. Any changes will be updated on our website as they occur.

If the suburb you are delivering to does not appear on this list, it does mean that we do not service this suburb yet. Please contact us at hi@poppyrose.com.au before placing your order. Poppy Rose Flowers reserves the right to refuse and refund any order placed for delivery to any suburb that does not appear on our suburb list and is outside our delivery area.

We are unable to offer any refunds for orders being delivered outside of our delivery hours. The hours are between approximately 12:30pm and 6pm. While we aim to have all of our deliveries completed by 5pm daily, some times there are situations that are beyond our control that might delay our delivery schedule. In these rare cases we will do everything we can to deliver your order within these time frames.

If we are unable to complete your delivery on the allocated day, our customer service team will be in touch to make alternate arrangements.

Due to the nature of the business we are not able to guarantee delivery at a certain time or before a specific time of any day. If you require your flowers before a certain time, please contact us at hi@poppyrose.com.au so that we can provide you with a quote for a third party courier to deliver your flowers. If you place an order to be delivered by a certain time and we are unable to meet these requests, we are unable to offer a refund on this order. Our customer service team will contact you to make alternate arrangements.

We currently use a delivery tracking program called DeTrack. You should receive an email notification from DeTrack once your order is ready to leave our store, another once your driver is on their way to your complete your delivery and a final notification once your delivery has been completed. For any deliveries accepted by a person, there may be no photograph taken by our courier at the time of delivery. For any deliveries not accepted by a person there should be a photograph of where your delivery has been left. For any unsuccessful deliveries, you will receive an automated failed order email notification which contains an explanation from our courier about why they weren’t able to deliver your order. Our customer service team will be in touch ASAP to discuss the next steps with you, if we don’t hear from you first.

We are unable to provide any refunds for failed deliveries. The reason may be listed below, but this condition applies to all reasons that falls out of our scope of control, even if they are not listed below. If there is a problem with your delivery and it is unsuccessful, we will work with you to arrange a redelivery. We offer one free re-delivery per order.

If the re-delivery is unsuccessful, there will be further redelivery fees applicable for any further attempts.

View our Re-delivery policy here.

We will leave the order at or near the front door if no clear delivery instructions have been left and we feel that it is safe to do so. This is providing that we are able to safely access the property. If we need to leave the delivery somewhere hidden in order for them to be deemed safe by our couriers, we will include a photograph on our automated proof of delivery email notification.

View our Re-delivery policy here.

The safety of our team is very important to us. If there are dogs on the property and our courier does not feel comfortable or safe enough to enter the property they will not enter. If this happens, we will be in touch with the sender or receiver of the order to make alternate plans.

View our Re-delivery policy here.

If we are not able to access a property for any given reason we may not be able to leave the order at the property. Due to recent circumstances where flowers have been left in communal areas (ie, the lobby) and have been stolen, we will not leave any flowers in these areas without written consent from the sender or receiver permitting us to do so. Once this has been confirmed by either party Poppy Rose takes no responsibility for any flowers that are removed from the location they were left.

View our Re-delivery policy here.

We will do our best to contact the sender or receiver (by phone, text or email), if we have sufficient contact details. If we are not able to reach either party the flowers will be returned to our store and our customer service team will be in touch to organise a re-delivery. Our drivers are not able to wait for long periods of time for their calls to be responded to, so if they do not hear back within a certain time frame, they will need to continue with the rest of their deliveries.

View our Re-delivery policy here.

If we are unable to complete a delivery because the Recipient has been discharged from hospital, the order will be returned to the store. We will attempt to contact the sender to organise a redelivery. A re-delivery may not be possible on the same day. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

View our Re-delivery policy here.

If an incorrect name is provided and the hospital staff are not able to locate the recipient, we may not be able to deliver your order. In this case, we will attempt to contact the sender for clarification. If we are not able to reach you, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a redelivery. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

View our Re-delivery policy here.

All Intensive Care Wards and some Children’s Hospitals are flower free zones and our delivery drivers are often unable to delivery successfully to these locations. If your order is rejected, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a redelivery. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

View our Re-delivery policy here.

If the person living at the delivery address provided does not go by the name that the order is addressed to, we will attempt to contact either the Sender or Receiver of the order for more information. If we are not able to reach anyone, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

If there is no one home to accept the delivery and we leave the order at the front door, we may be unable to retrieve the order. If the person living at the address does not come forward to return the flowers, you will need to place a new order at your expense. Our couriers do not call every recipient upon delivering their flowers unless they suspect there is an issue with the information they have been provided. We will only contact the recipient if we are having trouble delivering their order or there is a known issue with the delivery address.

View our Re-delivery policy here.

Our delivery hours are between approximately 12:30pm and 5pm. If the business you are delivering too closes before 5pm, we can not guarantee that we will be able to arrive any earlier. Please advise our customer service team if the business closes earlier than 5pm so that we can make our drivers aware. Some days we are able to alter our delivery schedules to meet these requirements, but only if it does not affect the entire outcome of the delivery run. These decisions are made at the discretion of the Poppy Rose customer service and delivery team. If we arrive before 5pm and the business is closed, we will attempt to contact the sender or receiver of the order. If we are not able to reach either party, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a re-delivery. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

If the business has moved and is no longer at this address, we will attempt to contact the sender or receiver of the order. If we are not able to reach anyone, the order will be returned to our store. You will receive an automated failed delivery email notification and one of our customer service team members will be in touch with you to organise a redelivery. There may be an additional redelivery fee applicable if the new address falls outside our inclusive delivery area. If this is the case, the redelivery fee will be calculated based on the location of the new address provided.

Sometimes we run into unforeseen problems on the roads which cause delays in our delivery schedule. If we arrive at a business address after 5pm and the business has closed, we will make contact with the sender or receiver to arrange an alternative delivery time.

View our Re-delivery policy here.

If the receiver has left work early we will leave the order with a colleague, to be passed onto the recipient when they return to work. We are not able to re-direct the flowers to a different address once they have left our store if the recipient is no longer expected to be at the delivery address provided.

View our Re-delivery policy here.

It remains the responsibility of the sender to ensure that the address they are delivering too is accessible and that all of the delivery information is correct. If we are unable to deliver your order due incorrect or incomplete information, the order will be returned to our store and a redelivery fee may apply.  We may not be able to redeliver your order on the same day and our customer service team will be in touch to arrange the redelivery with you.

View our Re-delivery policy here.

If you choose to send our Daily flowers on a later date you accept that you may not see the style of flowers until the day of delivery. We purchase our flowers each morning so we may not be able to tell you exactly what the daily flowers are until the day of delivery. All other ‘non daily’ flower products on our website are subject to change and will look different from the example image provided on the website.

We require a minimum of 24 hours notice for any order cancellations. This excludes any special orders or event florals, in which a different set of terms apply. If your order is cancelled within 24 hours of your delivery date, there may be a 100% cancellation fee applicable. This is at the discretion of the Customer Service and Management team. To cancel same day online orders, please contact our Customer Service team directly on 07 3395 4273.

We understand that things happen and sometimes you might need to make changes to your order. Any changes or cancellations must be made before your order leaves our store. Once your order has left our store, we may not be able to make any changes or cancellations.

View our refund policy here.

Got a Poppy Rose gift card?
If it was purchased online, feel free to use it on your favourite gifts and blooms, either in our lovely shop or on our website. Gift cards purchased in store may only be redeemed in store. There’s no minimum spending requirement when you use your gift card.

Physical gift cards are treated like cash if lost or stolen and can not be replaced if already redeemed. All gift cards are held in our recording system, so reach out to our admin team, and we’ll help you track it down. 

Gift cards are non-refundable and can’t be turned into cash. Changed your mind on a purchase made with a gift card? No problem! If it fits within our return policy, we’ll set you up with a shiny new gift card for your next Poppy Rose adventure. 

Your gift card plays well with other offers! Combine it with promotions or discounts to make your floral experience even sweeter. While your love for Poppy Rose knows no bounds, we can only accept one gift card per transaction.

Your gift card is designed to bring joy for at least three years, meeting all the legal requirements.

We reserve the right to modify these Terms and Conditions at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.