TERMS & CONDITIONS

OUR CONTRACT

 

By browsing and using this website and our e-shop, you agree to comply and be bound by the following terms and conditions. For the purpose of these terms and conditions, "we", "us", "our" and "ours" refer to Dolce Flowers & Gift and flowersfromdolce.com.au and "you", "your" and "yours" refer to you, our client, a visitor to this website, and any other person(s) who uses or have used this website. A singular term shall be construed to mean the plural term and vice versa. Together with any other policies and disclaimers on this website, our terms and conditions govern the relationship between us and you. 

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Order requests received by us from you are an offer to purchase subject to acceptance by us at our absolute discretion. In the event if we have to decline or reject your order, we will refund or cancel your payment in full via the original payment method used by you. Acceptance only takes place when we confirm your order in writing. By using this website, engaging our service or purchasing a product from us through this website, you expressly consent to entering into a legally binding contract ('our Contract') with us subject to the following terms and conditions, our policies, disclaimers and the general laws.

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AMENDMENTS TO TERMS

 

We reserve the right to change, modify, add or remove any part of these terms and conditions at any time. Please ensure that you carefully read through and understand these terms and conditions every time before using our website. You expressly accept and agree to the latest version of these terms and conditions and agree that these terms and conditions shall govern our rights and obligations to each other.

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LIMITATION OF LIABILITY

 

It is an essential pre-condition to our Contract that you agree and accept that Dolce Flowers & Gifts is not legally responsible for any injury, loss or damage you might suffer in relation to your use of this website, whether from errors or omissions in our records, documents or information, from our goods or services including any defects, or from any other use of this website. We do not warrant or make any representations regarding the use or the result of the use of any information, document, product, service, link or content in this website, or as to their correctness, suitability, accuracy, quality, reliability, or otherwise. Please be aware that your use of our product, service, information and/or materials on this website is entirely at your own risk for which we shall not be liable.

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It is your own responsibility to ensure that any product, service or information available through this website meets your specific needs and requirements, including (but not limited to) any personal health or safety requirements of you and any other third party who you associate with in relation to the use of our website, product or service. For example, you should carefully consider whether the use of our website, product or service may cause or incur risk of any health issues such as allergic reaction, child safety issues, contracting of viruses or otherwise in you or any third party.

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SHIPPING & HANDLING

 

We deliver 6 days a week from Monday to Saturday between the hours of 8am and 7pm Sydney time. For schools we aim to deliver by 3pm, commercial addresses by 5pm and residential addresses by 7pm. Our courier will send a courtesy message to the recipient approximately 30 minutes prior to arrival.

 

We currently deliver to below areas in metropolitan Sydney. We regret we cannot deliver outside of Greater Sydney, interstates or overseas.

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Zone 1 - $9.90 (free delivery on orders above $200)

Chatswood 2067, Chatswood West 2067, Pymble 2073, West Pymble 2073, Macquarie Centre 2113, Macquarie Park 2113

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Zone 2 - $14.90 (free delivery on orders above $300)

Artarmon 2064, Lane Cove 2066, Lane Cove North 2066, Lane Cove West 2066, Willoughby 2068, Willoughby East 2068, Willoughby North 2068, Middle Cove 2068, Castlecrag 2068, Castle Cove 2069, Roseville 2069, Roseville Chase 2069, Lindfield 2070, East Lindfield 2070, Lindfield West 2070, East Killara 2071, Killara 2071, Gordon 2072, Turramurra 2074, Warrawee 2074, South Turramurra 2074, North Ryde 2113, East Ryde 2113

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Zone 3 - $23.90 (free delivery on orders above $300)

Northbridge 2063, Naremburn 2065, St Leonards 2065, Longueville 2066, Riverview 2066, Northwood 2066, Linley Point 2066, St Ives 2075, St Ives Chase 2075, Normanhurst 2076, Wahroonga 2076, Killarney Heights 2087, Forestville 2087, Hunter’s Hill 2110, Woolwich 2110, Gladesville 2111, Henley 2111, Tennyson Point 2111, Denistone East 2112, Putney 2112, Ryde 2112, Denistone 2114, West Ryde 2114, Meadowbank 2114, Epping 2121, North Epping 2121, Marsfield 2122, Eastwood 2122, Beecroft 2119, Pennant Hills 2120, Thornleigh 2120, Carlingford 2118, Cheltenham 2119

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Zone 4 - $26.90 (Free delivery on orders above $400)

Rhodes 2138, Concord West 2138, Concord 2137, Mortlake 2137, Cabrita 2137, Breakfast Point 2137, Canada Bay 2046, Five Dock 2046, Drummoyne 2047, Rozelle 2039, Balmain 2041, Burwood 2134, Croydon 2132, Enfield 2136, Strathfield 2135, Burwood Heights 2136, Mcmahons Point 2060, North Sydney 2060, Wollstonecraft 2065, Cameray 2062, Crows Nest 2065

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Zone 5 - $29.90 (Free delivery on orders above $500)

Barangaroo 2000, Haymarket 2000, Millers Point 2000, Milsons Point 2061, Sydney CBD 2000, The Rocks 2000, Dawes Point 2000

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NEXT DAY DELIVERY

Next day delivery is available on selected products subject to availability. Order must be placed by 1pm Sydney time. An express delivery surcharge of $25 applies in addition to the standard delivery fee. We will contact you to confirm your order. 

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THIRD DAY DELIVERY

Third-day delivery is available on all items and standard cut-off is 7pm Sydney time. For example, if you place an order online at 9pm on Monday, you can expect to receive your order on Thursday.

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CLICK & COLLECT

All online orders can be collected from our partner store, Japan Home Centre Chatswood at Shop 46, Chatswood Interchange, ground level, 436 Victoria Avenue, Chatswood NSW 2067. They are adjacent to Australia Post next to Chatswood Train Station and opens 7 days from 10am to 6pm (including some public holidays).

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For delivery to commercial complexes, nursing homes, hotels, apartments or other multi-unit building, we will need the recipient's full address including any suite or room or floor/unit number. If we are unable to access the premise, we may request the recipient to collect the order from the reception, lobby or at the entrance of the building.

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If the recipient is not present or unavailable to sign for delivery, we will place your order at a safe place. If there is no safe place or if our courier cannot access the recipient's premise, the courier will contact the phone number included in your order. If our courier is unable to reach you or the recipient, your order will be returned to us. Any paid delivery fee is non-refundable in this circumstance.

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If your order is returned to us, please contact us as soon as possible to arrange pick-up or re-delivery. You will be required to pay the applicable delivery fee plus handling fee of $25 per item in your order. If we cannot reach you or do not receive payment of said fees from you within 3 days of non-delivery, your order will be treated as abandoned and no replacement, exchange or refund will be available to you.

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GIFTS CONTAINING ALCOHOL

 

We sell hampers and flower arrangements that may be delivered with alcohol as gifts. This alcohol cannot be sold separately and is required by law to be part of a genuine gift only. The maximum volume of alcohol cannot exceed 2 litres. In accordance with the Liquor Control Act 1998, we do not sell nor supply alcohol to or on behalf of any person under the age of 18 years.

 

Gifts which include alcohol or liquor:

• is unavailable for Click & Collect orders; and

• cannot be delivered to the orderer or purchaser; and

• cannot be left at a non-attended premise or at a premise in which only minor under 18 years is present; and

• must be delivered between 7am and 7pm; and

• ​the recipient must be an adult over the age of 18 years with a valid photo ID as proof of age and must provide his/her signature on delivery. Our courier will request to sight, and in some circumstances, request to photograph the recipient's ID for record-keeping purpose.

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By placing a gift order containing alcohol or liquor, you agree and accept that if any of the above requirements cannot be fully satisfied, we will, at our discretion, complete the delivery without releasing the alcoholic item to the recipient and no separate notice will be given to you.

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The alcoholic item will be withheld and returned to us by our courier. A partial refund of your payment to the equivalent value of the undelivered alcoholic item less a return handling fee of $40 per item withheld will be processed via the original payment method within 10 business days.

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SUBSTITUTION POLICY

 

A central part of our work is to source the freshest flowers and plants in the market to ensure you can enjoy them for as long as possible. We ask for your understanding that flowers and plants are fragile and perishable items. Their life span is highly dependent on variety, weather, season, environment and care.

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To ensure quality in our flowers and plants, we reserve the discretion to make adjustments and changes in the choice of flowers and plants in our product due to seasonality and market availability. The brands, colour, texture and style of any gift items (including alcohol), wrappings, ribbons and other packaging features may also differ from time to time due to supply constraints. While we will make every possible effort to ensure any substitute is of the same or higher value, we cannot guarantee that the product you receive will be exactly the same as pictured on this website. 

 

By purchasing our product or engaging our service, you acknowledge and accept that there will be material difference between products shown in the images on this website and the product or flower arrangements you receive. If you have any questions or concerns, please do not hesitate to contact us.

 

MODIFICATION OR CANCELLATION

 

If you believe you have made a mistake in your order, please contact us as soon as possible.

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If you need to modify your order or wish to cancel you order entirely, the following terms apply:

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• For modifications received by us less than 48 hours from the scheduled delivery/pick-up date, we will charge an administration fee of $25 per order plus 30% of the order total value.

• For cancellation received by us less than 48 hours from the scheduled delivery/pick-up date, we will charge 80% of the total order value.

• For modification or cancellation received by us more than 48 hours prior to the scheduled delivery/pick-up time, we will charge an administration fee of $30 per product being modified or cancelled in addition to any additional charges which may be incurred by the modification request.

 

We regret that we cannot modify or cancel your order if we have already commenced preparing the flowers or plants, or if your order is already sent to our partner store for pickup or collected by our courier for delivery.

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For bespoke and customised items (such as orchid plant pot arrangements, terrariums, cactus pots, etc), we regret that we cannot accept cancellation requests. Any request for modification must be communicated to us at least 48 hours prior to the date of delivery or pickup. The above terms regarding modifications apply.

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EXCHANGE, RETURN & REFUND

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Given proper care has been taken, fresh cut flowers can last for 3-5 days and some native varieties can last up to 10 days depending on weather, season, variety and care.

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Some care tips for cut flowers are as follows:

1. Ensure your vase or flower container is thoroughly cleaned before use.

2. Using a pair of clean, sharp scissors, make an angled cut about 2cm from the bottom of the stems (in or under running water if possible), place the flowers into the cleaned vase filled with fresh water.

3. Refill the vase with fresh water if water level starts to drop. Keep in mind that water evaporates faster in warmer temperature.

4. Wash the vase and replace all water once every 1-2 days to prevent growth of bacteria in the water (e.g. when water turns cloudy).

5. Keep flowers away from heat, direct sunlight, draft, air-conditioning or any drastic temperature changes.

6. If the flower petals appear dehydrated, spray a light mist of water on them to help them rehydrate.

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Potted plants (including orchid plants) typically have longer life span under the appropriate care. To help maintain the health and growth of your plant, please refer to 'Care Tips' on the product page.

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Delivered Items

 

If you believe your order was damaged during transit, please do not accept or sign for delivery and contact us as soon as you can. If you have followed our care instructions but your flowers or plants have not lasted for at least 48 hours, please contact us within 48 hours after delivery.

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We reserve the right to request photos of the original product and may ask for the product to be returned us in its original state and packaging for quality control purpose. We regret that we cannot arrange repair, replacement or refund if the original product has been disposed of or if images are unavailable.

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In-store Purchase or Pick-Up

 

For in-store purchases and pick-ups, please carefully check and examine the product to ensure there are no issues, defects, damages, or any other problems with your order before leaving the store. Due to the fragile and perishable nature of our flowers and plants, no return or exchange is available for items purchased or collected from our partner stores once they have left the premises. If you are using click & collect and discover an issue with your order, please ask our partner store's staff for assistance or contact us before completing the collection.

 

Exceptions

 

Notwithstanding any other provisions of this Policy and in accordance with the Australian Consumer Law, we may refuse to repair, replace or refund a product in the following circumstances:

• You have misused or mistreated the product which caused the issue or problem.

• You have change your mind or found a cheaper substitute elsewhere.

• You were made aware of the damage, defect or imperfection, or possibility of a problem or issue arising before purchasing the product or engaging our services.

• You have requested to customise, alter or modify a product or service against our advice.

• You have not provided us with clear instructions regarding a specific aspect of a product or service in which case we have full discretion to make decisions regarding that aspect in accordance with our policies and procedures.

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For bespoke or customised items (including but not limited to orchid plant pot arrangements, terrariums, cactus pots, etc), we regret that we cannot provide any exchange, refund or return. Any request for modification must be communicated to us at least 48 hours prior to the date of delivery or pickup. See above terms regarding modifications.

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Refund of Payment

Any refund will attract an administration fee of $15 per transaction and will be processed within 10 business days via the original payment method used in the order.

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LIMITATION OF LIABILITY

 

It is an essential pre-condition to our Contract that you agree and accept that Dolce Flowers & Gifts is not legally responsible for any injury, loss or damage you or a third party who you associate with might suffer in relation to your use of this website, whether from errors or omissions in our records, documents or information, from our goods or services including any defects, or from any other use of this website. We do not warrant or make any representations regarding the use or the result of the use of any information, document, product, service, link or content in this website, or as to their correctness, suitability, accuracy, quality, reliability, or otherwise. Please be aware that your use of our product, service, information and/or materials on this website is entirely at your own risk for which we shall not be liable.

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It is your own responsibility to ensure that any product, service or information available through this website meets your specific needs and requirements, including (but not limited to) any personal health or safety requirements of you and any other third party who you associate with in relation to the use of our website, product or service. For example, you should carefully consider whether the use of our website, product or service may cause or incur risk of any health issues (such as allergic reaction), child safety issues, contracting of viruses or otherwise in you or any third party who you associate with.

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FORCE MAJEURE

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Dolce Flowers & Gifts and flowersfromdolce.com.au shall not be held liable for any failure or delay in performing an obligation under these Terms and Conditions where it is due to any of these causes (referred to as “Force Majeure Event”) to the extent beyond reasonable control: acts of God, accident, riots, war, terrorist act, epidemic, pandemic (including the Covid-19 pandemic), quarantine, civil commotion, breakdown of communication facilities, breakdown of web host, breakdown of internet service provider, natural catastrophes, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion, or generalized lack of availability of raw materials or energy.

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In the event our performance of services or fulfilment of an order is affected by a Force Majeure Event, we shall provide written notice to the affected party after the occurrence of the event, and request an extension of a reasonable period of time to perform the services or fulfil the order. If after the agreed resonable time has lapsed and we remain unable to perform the service or fulfil the order due to the Force Majeure Event, we will refund the total paid value of the order or service to the customer less 20% of the total amount payable under the order or service agreement.

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