TERMS OF SERVICE

Please see below to our terms of service. While we will do everything possible to ensure your order ends up in the loving care of the intended recipient, on the rare occasion, some things can go wrong. We are always very reasonable and will take each order on a case by case basis.

Time Requests

While we'll always do our best to meet requests, it is not always possible. Once all orders come in for the day our delivery route is structured so we can work out the most efficient delivery route for our drivers. 
You’re welcome to request a delivery time and we’ll do our best to accommodate this, however, can never guarantee any requests,

Incorrect Addresses

It is the buyer's responsibility to ensure that the correct delivery details for the order have been provided. If the wrong address has been provided and the order has been delivered, we can re-deliver, but at an additional cost.

Recipient is not home

If no one is home or there is no answer at time of delivery, we will leave the order in some water by the door. If the recipient is not home at the time of delivery and there is no where safe to leave the order, the sender or recipient will be contacted and we will try to re-deliver the same day elsewhere, if possible. If not possible, the order will be re deliver in the following day between 11am and 6pm (Monday to Saturday) the sender will be charge $14.90 delivery fee.

No longer at the given address

If the recipient is no longer at the given address, such as work, at time of delivery, we with leave the order with their colleagues.

If the recipient has been discharged from hospital, the buyer or recipient will be contacted. We will always do our best to redirect the order to an alternate address, however, may not be possible due to delivery time constraints. If not possible, the order will be re deliver in the following day between 11am and 6pm (Monday to Saturday) the buyer will be charge $14.90 delivery fee.

Refunds

Given the nature of floral products, we expect our flowers to last at least three to five days. Refunds for flowers will be assessed on a case-by-case basis, taking into account factors such as flower variety, external conditions (heat, airflow, sunlight), and care provided. We strive to be reasonable and approachable during this process, but we kindly remind our customers that flowers are perishable. If you are unsatisfied with the lifespan or quality of your blooms, please contact us at us within 24 hours to discuss. We may ask for photos as proof so that we can pass these on to our suppliers. We will not replace any florals if contacted after 24 hours. Please note- No responsibility is taken for flowers left out in extreme weather. It is the buyer's responsibility to make sure the recipient will be home or deliver to a workplace. We are unable to offer a replacement if incorrect delivery information is given to us. It is the buyer's responsibility to make sure they provide us with detailed and accurate delivery instructions. 

If the wrong delivery address is given, we can re-deliver, but at an additional cost.

In the event a refund is provided a $15 administration fee will be charged.

Please note that for "No Fault" refunds, such as changes of mind, the refund will not include credit card transaction fees. These fees are incurred by the banks and are not redeemable by Cool Bloom during refunds. We are unable to refund flowers once they have been dispatched for delivery as each arrangement is made to order. 

Missing Items in Order

If you discover that an item is missing from your order, we kindly request that you notify us within three (3) working days from the scheduled delivery date. Claims submitted beyond this timeframe will not be accepted. To report a missing item, please contact us via phone or email.

To investigate the claim's validity, Cool Bloom will collaborate with our courier company and review photos of products on the date of delivery to determine if the missing item was dispatched with the order. If the claim is deemed valid, we will take appropriate action to promptly resolve the issue, which may involve delivering the missing item, providing a refund, or offering a suitable replacement.

It is important for customers to cooperate with Cool Bloom throughout the investigation process, providing accurate information and any requested supporting evidence. Failure to comply with this policy may result in the denial of the claim. Cool Bloom reserves the right to modify or amend this policy with appropriate notice provided to customers.

Overview

By placing an order and paying for delivery, you acknowledge that all deliveries are handled by a third-party courier service. Our flat-rate delivery fee is $14.95.

Once your order leaves our premises, it’s in the hands of the courier — which means we don’t have control over their delivery timeframes, handling, or service. Cool Bloom cannot be held responsible for any delays, damages, or loss that occur once the courier has collected your order.

Please note, we don’t offer refunds or exchanges for change of mind.

All prices include GST, and your delivery fee is calculated at checkout.

If you don’t agree with any of the terms listed above, please do not proceed with your order or enquiry.

For any questions or concerns about delivery or these terms, you’re always welcome to get in touch with us here. We’re happy to help however we can. 💛