Re-delivery Policy

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.

If flowers are ordered for delivery on any days the business is closed (weekends, public holidays etc), 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 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 are unable to provide any refunds for failed deliveries.

If there is a problem with your delivery and it is unsuccessful, we will work with you to arrange a redelivery. We offer one redelivery per order, providing the re-delivery address is within our delivery zone. If the complimentary re-delivery is unsuccessful, there will be further redelivery fees applicable for any further attempts.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

We reserve the right to modify this Re-delivery policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website