Florist Policy

FLORIST GENERAL TERMS & CONDITIONS

MINIMUM SPEND
White Grove Studio does not adhere to a strict minimum spend policy for in store pickups. Delivery minimum is $50 (excluding delivery fee). Should you wish to make a purchase outside the set price options listed in our online store, please feel free to call us on 07 3161 5267 to place your order over the phone. All prices listed are in AUD and include GST.

DELIVERY DATE – AVAILABILITY
Same day delivery to businesses and residential addresses are only guaranteed when orders are received by 11.00am Monday to Friday and received by 10am Saturdays.
We do not delivery on Sundays.
We aim to have all deliveries completed by 5pm. Please note during peak times this may be extended to 7pm.
If you are ordering to a business address, please let us know so we can ensure it is delivered before close of day. It is the customer’s responsibility to inform us of the recipients finishing time if it differs from a standard 5pm finish. You can leave a message in the notes section of the website. Failing to inform us at time of order may result in extra charges. If you need your order to arrive by a specific time please see our Timed Delivery Guidelines below which outlines fees and availability.

TIMED DELIVERIES
Special delivery times are not automatically guaranteed. If you need your order to arrive by a certain time (eg luncheon at noon or work day ends at 2pm) please contact us prior to placing your order. We will then be able to let you know if we can fulfil your timed request. Please note there may be a delivery surcharge. All orders placed online with timed delivery requests will need to be contacted by our floral team to process payment for the delivery surcharge. If we cannot reach you to process the surcharge amount, we will need to withhold the order until payment has been made.

ORDERING MULTIPLE ITEMS
If your order contains multiple items an increased delivery fee may occur.

If you are ordering multiple items an increased delivery charge may apply. One of our Floral Team will contact with you if this applies to your order.

HOSPITALS
Deliveries to Hospitals attract a $4.00 surcharge. You will be contacted by our Floral Team to make this payment.
Please note with the ever-changing COVID-19 situation, Hospitals may be closed to all visitors. This includes Flower Couriers. Please contact the Hospital to ensure they are accepting deliveries before placing your order.

SUNDAY ORDERS & DELIVERIES
White Grove Studio is closed on Sunday. However, you are welcome to place an order for instore collection by contacting our Floral Team. Your beautiful blooms will be available for collection at our main Homewares store (10am to 3pm).
A small selection of fresh flowers are also available to purchase at our sister store White Grove House on Sundays. We do recommend pre-ordering your flowers as these sell out fast.
We do not offer delivery on Sundays or Public Holidays.

RECIPIENT IS NOT HOME
In the event of a recipient not being home, the Courier will leave the flowers in a location that is shaded and safe, yet visible to the recipient. If there is no information provided regarding a safe place to leave the flowers or the driver deems it unsafe/inaccessible eg. locked gates, aggressive dogs etc… the driver will attempt to contact the recipient for further instructions.
If contact can not be made, the order will be returned to our store. We will contact the Recipient to let them know that their flowers are available to collect from Clayfield site. If they wish to have them redelivered this will incur another delivery charge.
If the order is not collected or redelivered within a 24-48hrs we will not be liable for the quality and freshness of the flowers. Any orders not collected or redelivered after 48hours are deemed to be forfeited and will be disposed of accordingly. No monies will be refunded.

ADDRESSES AND CONTACT INFORMATION
It is the customers responsibility to give correct and complete contact details, including phone numbers, for both themselves and the recipient. White Grove Studio accepts no liability for issues generated by unsuccessful attempts to make contact with a customer or recipient, where details provided are invalid or incorrect. In the case of a customer providing incorrect address details for the recipient, they will be charged a re-delivery fee to the new/correct address.

White Grove Studio accepts no responsibility for delivered items that are accepted by the front desk, reception, concierge, security personnel or other third party that results in the flowers not being delivered directly to the intended recipient.

UNATTENDED DELIVERIES -If you have selected “leave in safe place if not home” White Grove Studio accepts no responsibility if the flowers are damaged by extreme weather conditions, suffered from third party interference (via dogs, children or theft)

CANCELLATION
DATE CHANGES – You may request to have your order date moved at no extra charge if you have notified us 12 hours prior (for large items charges may incur if the order has already been made for delivery).

ORDERS IN TRANSIT – Orders that have already been made or are in transit, are not eligible for cancelation/refunds (in cases of extreme circumstances, we may be able to redirect your delivery to a different address, fees may apply (fees are calculated per individual delivery circumstance).

FLOWER AVAILABILITY AND SUBSTITUTION LIABILITY
White Grove Studio will endeavour to deliver a floral arrangement similar to the arrangement pictured. However, photos are for visual guidance only and no two arrangements will ever look the same. Please trust our talented designers. They do this every day and take great pride in their individuality and creativity when designing your order.
No flower types or varieties are ever guaranteed. Owing to a number of factors beyond our control such as quarantine restrictions, seasonal availability and Mother Nature sometimes specific blooms or colours become unavailable.
Flower substitutions – Suitable substitutes will be utilised at our discretion should any of the pictured flower varieties not be available.

RETURNS AND REFUNDS
White Grove Studio handles returns and processes refunds in accordance with the Australian Competition and Consumer Commission.

Products sold on our website and in our store front are a perishable, natural item. Flower life spans are dependent on both species and environmental factors. Some flower varieties are longer lasting than others. It is expected that some blooms in your bouquet or arrangement will not last as long as others. Please see floral care information below.

Flowers are a product of nature. Availability is dependent on season and markets. As a result, not all goods produced are 100% as pictured online, and by accepting these terms and conditions you are acknowledging there may be discrepancies between our original item pictures and produced/delivered goods.

White Grove Studio must be notified within 24 hours if there are issues with quality. White Grove Studio will not accept returns based on change of mind or design choice. White Grove Studio will judge all return or store credit request on an individual basis.

White Grove Studio reserves the right to request images of original goods for our records. Replacement flowers will not be sent if the original goods have been disposed of or images have not been produced.

DELIVERY OF ALCOHOL
Liquor licensing states: That in order to send alcohol, it must be accompanied by flowers, plants or gifts.

Orders including alcohol, will NOT be left unattended when being delivered, a recipient MUST be on location to receive the order.

It is the customers responsibility to be sure that a person of 18 years or more will be present to receive the order. White Grove Studio will not deliver an order with alcohol to anyone under 18 years (if redelivery is required due to this, redelivery fees will apply). You must be over 18 years of age to use this website to purchase any alcohol products.

DISCLOSURE OF CUSTOMER/CLIENT INFORMATION
White Grove House and White Grove Studio will not sell or release your personal information to any third parties under any circumstances (unless required by law or in cases where unlawful activity, such as fraudulent credit card use, is suspected).

White Grove House and White Grove Studio will share personal customer information only with our representatives and service providers for the limited purpose of fulfilling customer orders.

White Grove Studio holds the right to amend Terms and Conditions when required, these amendments become effective immediately.

FLOWER CARE
Caring for your bouquet

Fill a clean vase with water and add the flower food sachet as per the instructions provided with your flowers.
Cut approximately 2cm off all the stems (diagonally) with sharp scissors and remove any leaves that will fall below the waterline as they will create bacteria and spoil the water very quickly. Place flowers immediately into the prepared vase.
Top up the water regularly and change it completely every 2 to 3 days. Trim 2cm off the stems, removing any spent blooms and foliage during this period.
Place the vase in a cool, draft-free position, away from direct sunlight and fruit, avoiding extreme changes in temperature and do not place the vase on top of heat-generating appliances such as fridges and microwave ovens.

Caring for your boxed arrangement

Leave the flowers in the florist’s foam/container that they arrived in.
Check the water level daily and top up with water mixed with the flower food sachet provided.
Cut off any spent blooms and foliage to keep the arrangement looking fresh.
Do not allow the florist foam dry out.
Place the arrangement in a cool, draft-free position, away from direct sunlight and fruit, avoiding extreme changes in temperature and do not place on top of heat-generating appliances such as fridges and microwave ovens.