At i.ceé Blooms, we pour care and dedication into every arrangement, striving to deliver fresh, beautiful flowers that bring joy and comfort. We understand that sometimes things don't go exactly as planned, and this policy outlines how we handle refunds and returns, balancing fairness to you with the realities of working with delicate, perishable products.
1. Change of Mind Cancellations (Before Dispatch)
- We understand circumstances can change. If you wish to cancel your order and request a full refund due to a change of mind, you must notify us before your order has been dispatched from our St Albans store.
- Dispatch Cut-Off: Orders are typically prepared and dispatched from 1PM Melbourne time on the scheduled day of delivery. To guarantee a cancellation and full refund, please contact us via email at order@iceeblooms.com.au or phone at 0452 277 277 as early as possible, and definitely before this cut-off time on the delivery date.
- Once we confirm your cancellation request received before the cut-off, a full refund will be processed back to your original payment method within 3-5 business days.
2. Change of Mind Cancellations (After Dispatch)
- Due to the perishable nature of fresh flowers, once an order has been dispatched with our courier (i.e., left our premises for delivery), we cannot offer a refund or accept a return for change of mind. Flowers cannot be restocked or resold once they have left our controlled environment.
3. Incorrect Delivery Information Provided by Customer
- It is your responsibility as the customer to provide accurate and complete delivery details, including the recipient's name, full address (including unit number, business name if applicable), and contact phone number.
- We cannot offer refunds or replacements for orders where delivery issues arise due to incorrect or incomplete information provided by you.
- If our courier is unable to locate the recipient or property due to incorrect information, the order may be returned to our store. Re-delivery may be possible but will incur an additional delivery fee, and the freshness of the flowers cannot be guaranteed after the initial failed attempt.
4. Delivery Issues (Recipient Unavailable / Access Denied)
- If the recipient is not available to accept the delivery at the specified address, our courier will attempt to leave the flowers in a safe, shaded place if deemed appropriate. A notification may be left for the recipient or sent via SMS/email if contact details were provided.
- If no safe place is available, or if access is denied (e.g., locked gates, security buildings without access instructions), the courier will typically return the flowers to our store.
- We cannot offer refunds if a delivery could not be completed because the recipient was unavailable or access was not possible. Re-delivery can be arranged for an additional fee, but freshness cannot be guaranteed. We strongly recommend ensuring someone will be available to receive the flowers or providing clear instructions for safe delivery.
5. Quality Concerns & Damaged Flowers
- We pride ourselves on the freshness and quality of our blooms. If you receive flowers that you believe are not up to standard (e.g., significantly damaged, wilted upon arrival, substantially different from what was ordered), please contact us immediately.
- Reporting Window: Due to the perishable nature of flowers, any quality concerns must be reported to us within 24 hours of delivery. We cannot reasonably assess quality concerns reported after this timeframe.
- Required Evidence: To help us assess the issue fairly and quickly, please email order@iceeblooms.com.au within the 24-hour window with:
- Your Order Number
- A clear description of the issue.
- Clear photographic evidence showing the specific problem and the overall arrangement. Photos are essential for us to understand the concern.
- Assessment & Resolution: Upon receiving your concern and photographic evidence within the required timeframe, we will assess the situation. At our discretion, and depending on the specific circumstances and severity of the issue, we may offer one of the following resolutions:
- A replacement arrangement delivered at the next available opportunity (subject to flower availability).
- A partial or full store credit.
- A partial or full refund to the original payment method.
- The appropriate resolution will be determined by i.ceé Blooms after reviewing the evidence provided.
6. Non-Floral Items (e.g., Vases, Gifts)
- For non-perishable items like vases or add-on gifts sold alongside our flowers, standard Australian Consumer Law applies. If an item is faulty, significantly not as described, or unfit for purpose, please contact us at order@iceeblooms.com.au to arrange a return, replacement, or refund as appropriate under consumer law. Change-of-mind returns for non-floral items may be accepted within 5 days if the item is unused, in its original packaging, and in resaleable condition, however, return shipping costs would be your responsibility.
7. Australian Consumer Law
- Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy is intended to complement, not limit, your rights under the ACL.
How to Contact Us for Refund/Resolution Requests:
- Please email order@iceeblooms.com.au or phone at 0452 277 277 during business hours.
- Include your Order Number, contact details, delivery date, recipient details (if applicable), a description of the issue, and photographic evidence (for quality concerns).
- We aim to respond to all queries within 1-2 business days.
Last Updated: 1/1/2025
