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Returns Policy

Returns Policy

We are a family-owned and operated business and we understand the importance of customer satisfaction, word of mouth and repeat business is our lifeblood. We always aim for 100% customer satisfaction, we always use the freshest available seasonal blooms and quality product in all our bouquets and flower arrangements. We understand this is a very personal purchase, our qualified team can also provide expert floral advice upon request. If you are unhappy with your flowers, we urge you to contact us within 48 hours of receipt of flowers for a full replacement of your order. Please refer to `Refunds & Returns` further below. We would like to stress we will take every effort to exceed your expectations, however, selling a natural product that is fragile and perishable makes it very difficult to give an exact number of days the flowers will remain fresh, we source our flowers fresh from the markets sometimes daily, this helps to maximise the numbers of days the cuttings will remain fresh. Flowers will react to their immediate indoor environment and weather conditions, and unfortunately, once our product is dispatched for delivery, several changes in their surrounding condition may result in their longevity being reduced which is out of our control.  

Two Day Return Policy

Should your flowers perish within 48 hours of the delivery date and we are satisfied that all care instructions have been followed, we will be happy to resend replacement flowers at our expense, on a day/time you request. To assist us in assessing the product quality, we reserve the right to request photos or images of the original flowers (sent by text or email) within 24 hours of the delivery date. This is a standard request that all florists will ask for in the event of customer complaints. We also request that any dissatisfaction with the freshness of the flowers are communicated to us within 24 hours phone: 0404874750 or email: florals@nakedfern.com.au Note: To assist our quality control, we will need to collect the original flowers so that we can show our suppliers. As we are sure you can understand, we cannot arrange to resend fresh flowers if the original flowers have already been disposed of, or we see no images within Two days of delivery.  

Refunds

As each flower is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call us on 0404874750 within Two (2) days of the delivery date to discuss any queries or concerns you may have in relation to your flowers sent or received. A number of resolutions may be available to you and are subject to your particular situation. Note: All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased or to the PayPal account if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher for the same amount paid will be issued for all cash purchases.  

Product Disclaimer

Due to seasonal availability with certain flowers and arrangements pictured on this website may vary slightly in design or appearance to what is delivered. If a particular flower, product or container is unavailable, an item of similar quality and value will be substituted. Some flowers are affected by delivery and freight schedules, we will endeavour to advise you should this be the case. Flower availability varies between states and sometimes within the state, the florist may use their choice of flowers to ensure your delivery is dispatched on time, for the delivery date requested.

Product Substitution

We endeavour to ensure all arrangements delivered are identical to the images advertised on our website. However flowers, plants, wrapping and containers are seasonal and subject to availability on the day of delivery, our team of florists will do their upmost to substitute the product that is unavailable at the time to compliment the image on the website. This policy applies so that we can ensure that the recipient receives the best possible blooms on the day of delivery This policy applies to all deliveries including regional/interstate and overseas deliveries. We reserve the right to substitute goods of equal or greater value.

How We Are Responding to COVID-19

The safety of our customers, our florists, and our team members are our top priority. This is an unprecedented time, and we want to communicate with you how we are dealing with COVID-19. We have temporarily made some updates to our floral design and delivery process. For further details, please read our COVID-19 policy https://www.nakedfern.com.au/covid-19/  

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at: The Naked Fern Florals Capalaba Central Shopping Centre 38-62 Moreton Bay Rd Capalaba QLD 4157 florals@nakedfern.com.au