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FAQ


Payment

Are my details secure when ordering online?

Billsfreshflowers.com.au assures that all transactions conducted online are completely secure. Our website uses a system certified to encrypt all of your personal information.

If you are concerned about your payment please contact our customer care team on 1300 265 373 who will be able to assist you with your payment.

What payment methods do you accept?

Full payment is required at the time of purchase, and we accept major credit cards such Visa, Mastercard, Amex and American Express.

All prices shown on the Bill's Fresh Flowers website are in Australian Dollars (AUD$).

Can I get a GST receipt for my order?

Yes, for a GST receipt please email customercare@billsfreshflowers.com.au with your order number and we will process this for you.

Cancellations

How do I cancel my order?

If you would like to cancel your order you must call customer care on 1300 265 373 a minimum of 48 hours prior to the delivery date. Billsfreshflowers.com.au allows you 100% of your money back, so long as the order has been cancelled 48 hours prior to the delivery date. Orders that are already prepared, dispatched or in transit, cannot be cancelled or refunded.

Product

Can I order flowers that are not available on the Bill's website?

Absolutely, if you have any specific flower requests, please contact the Bill's customer care team on 13 37 37 and the team will do their very best to source the flowers for you.

Do you provide bouquets/mixed flowers?

We provide bunches of single flowers. We are not a traditional florist and do not provide bouquets but we do encourage our customers to challenge their creativity to make unique arrangements for their home. Why not check out our Instagram and Pinterest pages for inspiration and share your creations using #inspirationdelivered. We love seeing what you can create.

How do I care for my flowers?

We provide a detailed flower care instructions and flower food with each order to ensure that you are well prepared to care for your flowers and ensure maximum vase life. You can also find a detailed flower care section here.

Should you require any further assistance, please contact our customer care team on 1300 265 373 or email customercare@billsfreshflowers.com.au

How will my flowers be packaged?

At Bill's we like to keep things simple. Our flowers are cleaned, conditioned and packaged in simple brown kraft paper and tied with brown string. Just as you would purchase them from the flower market. They come with flower care and floral preservative to prolong vase life.

To keep them hydrated while they are on their way to you, we wrap the base of the stems in Arrive Alive® to ensure they look the best when they arrive at your door.

Can I order anything extra with my flowers?

Absolutely. Bill's offer a range of vases that can be delivered with your flowers, which you can view here. We even provide stem length and vase recommendations in our product descriptions to make it even easier for you to select the perfect vase to style your flowers.

How long do the flowers last?

Given that the care instructions have been followed, we would expect the majority of our flowers to last 7 days.

Flowers are a natural product that will respond to the environment they are placed in and care they are given. Therefore, it is important that care instructions are followed to allow you to get the maximum vase life from your flowers. Certain flower varieties will have a shorter vase life than others.

Detailed care instructions, including those for individual flower varieties can be found here.

What is Bill's 100% Satisfaction Guarantee?

We provide 100% satisfaction guarantee if your flowers wilt within 48 hours of delivery and you've followed our Flower Care Tips to look after them, take a photo of your flowers and email us at customercare@billsfreshflowers.com.au and we will supply you with new flowers. That's our 100% satisfaction guarantee.

Do you offer refunds if I am not happy with my flowers?

This entirely depends on the reasons you are not happy with the flowers. If we have delivered a poor service or quality, a resend or refund will be offered. However, we do not refund if you simply don't like your chosen variety or colour choice.

Substitutions?

In the unfortunate event that the flowers you have chosen are not available, we will contact you to discuss the substitution options. If we are unable to contact you before the flowers are due for delivery we will substitute your selected flowers to the closest possible alternative, equal in value.

At Bill's we pride ourselves on delivering only best quality flowers, in the unlikely event that our supply doesn't meet our expectations we would rather substitute than disappoint. If you are unhappy with any substitutions please contact our customer care team on 1300 265 373.

Do you cater for weddings?

Bill's do not provide a flower design or arrangement service for weddings or events. However, if you would like to arrange a bulk delivery of flowers for an event, you can do this through the website or by contacting our customer care team on 1300 265 373 and they will be happy to assist you with your enquiry.

If ordering flowers for an event, we recommend ordering the flowers a few days in advance to ensure that they have time to bloom. We aim to deliver only the best quality freshest flowers which means that certain varieties are delivered in bud and will require a few days to open and look their best.

Subscriptions

What is a flower subscription?

A flower subscription is a service that allows you to place one order but have multiple bunches of flowers delivered over a period of time. For example, you may want to receive an order of fresh flowers once a month, for 3 months. This would mean you would get 3 bouquets in total, one delivered every month. Our subscription gives you the option to choose, how often you want your flowers delivered be it weekly, fortnightly or monthly, and will continue until you decide to cancel.

There is no need to feel locked into a subscription and you can cancel it at any time as long as your order is not already with our couriers for delivery.  We also give you the option to skip the delivery for whatever reason, so don't worry if you are off on holiday, you can arrange for a delivery of beautiful fresh flowers to arrive when you get home.

Can I order a flower subscription as a gift?

Yes, we can't think of a lovelier gift to receive than a regular delivery of beautiful fresh flowers. Just order a subscription and select the recipient's address as the delivery address. Simple.  

Remember to write a message in the card so they know who to thank for their delivery of beautiful fresh flowers.

How do I skip a delivery date for my subscription?

You can manage your delivery preferences in the ‘Manage Subscriptions' section of your account. Simply click on 'Delivery Schedule' to see a list of all your upcoming deliveries and select 'Skip' for the date you don't want to receive a delivery.  

How do I cancel my subscription?

If you need to cancel your subscription please log into your account and click on the ‘Manage Subscriptions' section of your account. You will then need to select 'Subscription' from the list on the left, which will open the option to cancel your subscription order.  

If at any point you would like to re-activate your subscription you can do this at any point by following the same process and simply clicking 'Re-activate' on your cancelled order. 

How do I change the delivery address for my subscription?

If you need to change the delivery address your subscription please log into your account and click on the ‘Manage Subscriptions' section of your account. You will then need to select either 'Delivery Schedule' or  'Subscription' from the list on the left, which will then open a list of your orders. To change the address, select the edit icon next to the order you want to change and it will bring up the option to change the delivery address for your subscription order. 

Please note that we require 24 hours notice to change the delivery address. If you change the delivery address on the day your flowers are due to arrive, your order may already be out for delivery to the previous address. For last minute changes, we advise you to call our customer care team on 1300 265 373.

Can I change the preferred delivery day for my subscription order?

If you would like to change your preferred delivery date please contact our customer care team on 1300 265 373  and they will be happy to help. 

Can I change the flower variety in my subscription order? 

Yes, if you need to change the flower variety in your subscription please log into your account and click on the Manage Subscriptions button, this will give you the option to change the flower type you have selected.

Can I order surprise flowers?

Not at the moment...but this service will be launching soon. Watch this space!

Can I make a one off order?

Absolutely. At Bill's we believe that customers should be able to purchase beautiful fresh flowers for their home as little or as often as they want. We also understand that as a first time customer to Bill's you may want to try our flowers before signing up to a subscription, once you have experienced our beautiful flowers we hope that you will want to treat yourself more often.

Can I order multiple flower varieties in one delivery?

Of course. We charge per delivery, not per flower type that you order so feel free to get creative and order a beautiful selection of flowers to be delivered in the same order. We charge a flat $10 per delivery Monday to Saturday.

Delivery Issues

My flowers haven't been delivered, what shall I do?

Please contact our customer care team asap on 1300 265 373 or by emailing customercare@billsfreshflowers.com.au

What happens if I have accidentally supplied the wrong address?

Please contact us as soon as possible by calling our customer care team on 1300 265 373 or by emailing customercare@billsfreshflowers.com.au .  If your order is due to go out the same day we recommend calling us to ensure that your issue is dealt with as quickly as possible.

If an incorrect delivery address is provided, and the flowers have been delivered we take no responsibility. We can re-deliver a returned order but this will incur an additional cost to cover the cost of redelivery and administration. If a product needs to be re-produced for re-delivery, the product will need to be paid in full again before re-delivery can occur.

What if I am not at home for delivery?

If you or the recipient are not a home to receive the delivery our couriers will leave the delivery as long as there is a safe location to do so. If you have left delivery instructions these will be followed.

Our couriers will only return the flowers as a last resort if there really is nowhere safe to leave them. In the case of a non-delivery you will be contacted by our customer care team.

If the flowers cannot be left and are returned to us it is possible to get them re-delivered. This will need to be arranged with our customer care team and may incur an extra charge.

I'm not happy with my flowers, who do I contact?

We always aim to provide 100% satisfaction, but if there is a problem, please contact Bill's customer care team on 1300 265 373 on weekdays between 7.00am-6.00pm and 7.00am-12.00pm Saturdays.

Alternatively, you can email customercare@billsfreshflowers.com.au

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