Fresh Bloom Express
Refunds & Replacements
When things go wrong with an order, here's exactly how we make it right, replacements, refunds, and the 24-hour rule.
The version you'd read at the counter
Flowers are a living product and occasionally something goes sideways. This page explains when we replace, when we refund, and how fast it happens.
24-hour window
Photo of the problem within 24 hours of delivery gets you a replacement or refund, your choice.
No return needed
We never ask you to courier wilted flowers back. A photo is enough.
Wrong address rules
Delivery failures from wrong addresses get redelivery at cost, not a refund, so double-check the suburb.
ACL on top
Australian Consumer Law guarantees apply regardless, this policy adds to your rights, never replaces them.
When you get a replacement or refund
Send a photo within 24 hours of delivery and we'll replace or refund, your choice, when any of these happen:
- The bouquet arrived damaged, crushed or clearly below fresh standard.
- The flowers don't match the approved dispatch photo in a way that matters, different palette, wrong focal flowers, missing elements.
- The delivery missed a confirmed timed window (express and event deliveries).
- The card or wrap is wrong, we remake the whole lot, card included.
Replacements go out on the next available run, usually same or next day. Refunds land back on the original payment method within 3–5 business days.
When the rules are different
If a delivery fails because the address was wrong, the recipient moved, or nobody answered and there was no safe drop, the bouquet was still made and still attempted. In those cases we offer redelivery at courier cost, not a refund. Double-check the suburb when you order; it saves everyone a phone call.
Change-of-mind isn't covered, flowers are perishable and cut to order, so "I decided I don't want them" can't be undone once the stems are on the bench. Up until build starts, orders can be cancelled free.
On this page
- Replace or refund
- Exceptions
- Subscriptions & events
- How to claim
Questions about anything here? Contact the studio — a person answers, not a bot.
Subscriptions
Skip, pause or cancel any drop before 8pm the night before, no questions. A drop that already went out follows the same 24-hour photo rule as any other delivery, bad bunch gets replaced or credited.
Weddings and events
Event work is governed by its written quote: the 30% deposit is refundable until stems are ordered (typically two weeks out), after which it covers committed costs. If we ever failed to deliver contracted florals, the remedy is proportional refund plus our help finding a last-minute fix, thankfully untested in seven years.
How to claim
Email freshbloomexpress@gmail.com or call +61 3 8847 2156 with your order number and a photo. We respond within one business day, usually within the hour during studio time. Refunds are processed to the original payment method; if that's impossible we arrange a bank transfer.
Your statutory rights
Nothing on this page limits your rights under Australian Consumer Law. If the flowers aren't of acceptable quality or don't match their description, the ACL remedies apply regardless of timing or policy details. This page is our promise on top of that floor, and we hold to the friendlier reading whenever the two disagree.
Talk to us
- +61 3 8847 2156
- freshbloomexpress@gmail.com
- Mon–Sat 7am–7pm
Real studio, real people
Every policy on this page is written by the same people who wrap the bouquets.
Refund questions
The bits people actually ask about, answered plainly.
Related policies
The rest of the fine print, in the same plain language.
Rather talk to a human?
Something not right with an order? Call +61 3 8847 2156 or email with a photo, it gets fixed same day.