Order and Return Policy

Bloomex is different from traditional neighbourhood retail florists.

We operate a “direct-to-consumer” business model. We accept orders over the Internet and by telephone at our head office. Flowers are designed by our professionally trained floral designers at our own production facilities, located in major cities areas of New Zealand (Auckland, Wellington and Christchurch). This is how we ensure order accuracy, with our own florists making the designs. Due to the high volume of orders processed daily and with direct buying from the growers, our flowers are fresher. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price.

Phone orders are taken by people. Floral Arrangements are made by people. Deliveries are done by people.

Unfortunately, people sometimes make mistakes. We are honest about our mistakes, and we want to ensure our customers are satisfied.

Bloomex wants your product to be delivered on time, in the best shape with no damages, always. However, if you are not satisfied there are policies in place to accommodate you.**Due to the perishable nature of our products, we only consider complaints regarding quality up to 7 days following the delivery date.

The following are guidelines to accommodate you:

Dissatisfied with the Quality of the Flowers: Our flowers come fresh from the growers and are always fresh and beautiful. If you received damaged flowers, please send a picture of the received arrangement to wecare@bloomex.co.nz with the order number in the subject line. We will review and, if necessary, resend a new product free of charge.

Product Received is Not the Product Ordered: Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfill your order as closely as possible to the product photos and descriptions. The ability to do that is our uniqueness in the floral industry, and we are very proud of that. But in some cases, we may not have some items in stock due to production volume variation. Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the product you choose. In the case the product you selected is unavailable, we will contact you directly and wait for approval to substitute with a similar product of greater value. Please note, your order will be placed on hold until we have confirmation of your approval. The fresh flowers used should be similar in style, colour, and most importantly value.

Incorrect Address: We are not responsible for any incorrect addresses' information. In the case where an incorrect delivery address is provided, we will charge an additional delivery fee of $14.95 for re-delivery. Due to the perishable nature of flowers, failure to provide the correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or an additional charge for the cost of flowers if you wish to proceed with delivery.

Note: Please verify the information you provide, as it allows us to better serve you.

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order.

Please double-check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1-hour period.

Late delivery: Orders late for morning delivery will be refunded the difference between morning delivery and regular delivery.

Orders placed after cut off time will be delivered the next available delivery day.

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earthquakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date.

Cancellation:

It may be possible to cancel your order, depending on the time of cancellation request. Cancellation fees may apply.

• For cancellations requested within one (1) hour of placing the order, cancellation is at no charge.
• For cancellations requested from one (1) hour after the order is placed, up to thirty-six (36) hours prior to the delivery date, a $25 cancellation fee will apply.
• For cancellations requested with less than thirty-six (36) hours to the delivery date, a cancellation fee equal to the total cost of the product will apply.

Unfortunately, we are unable to process cancellations for any order that has already been prepared or is already out with the courier for delivery.

All sales during peak holidays (Valentine’s Day, Mother’s Day, Christmas) are final.

Substitutions: Due to our order volume fluctuation, we reserve the right to substitute with a similar product of greater value.

It is very unlikely since the vast majority of our orders are produced at our own production facility. For the year 2010, our substitution rate was 1.5%. In the case the product you selected is unavailable, we will contact you directly and wait for approval to substitute with a similar product of greater value. Please note, your order will be placed on hold until we have confirmation of your approval.

The following rules for substitution will apply:

• * Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.
• * For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another colour.
• * For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another colour.

Delivery Procedure:

Residential addresses:

Please advise the recipient to be present at the time of delivery. Please provide us with instructions on how to act if no one is available to receive your gift. If no person is present to accept the flowers at the location specified, we will leave your gift by the door.

No credit will be issued for stolen/non-received goods.

Business addresses:

• If the recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery the next possible day.
• Please note that a redelivery charge of $14.95 will apply.
• Please note that due to the perishable nature of flowers, an additional surcharge may be required to redeliver your order on a later day.

Request for a Refund:

We understand the importance of on-time delivery, fresh flowers and the happiness that they will bring. We know that each product we deliver is a special message from you to someone.

We stand by our products. If the delivered product is damaged, then Bloomex will replace those flowers at our expense.

Bloomex has a 98.7% customer satisfaction rate, and we are continually working to improve this rate. We welcome and appreciate your feedback to help with this process.