Delivery, Shipping and Click & Collect Policy

At My Florist Launceston Tasmania & Metaphysical Launceston, we take care when preparing, packing and delivering every order.

This policy explains the delivery, parcel shipping and click-and-collect options available through our website.

Available options and charges depend on the products ordered and the customer’s location. The delivery or shipping options shown at checkout will apply to your order.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

Local Flower Delivery

We offer local delivery of fresh flowers, plants and eligible gifts throughout Launceston and selected surrounding areas.

Our current local delivery charges are:

• $16.50 for Launceston and listed local suburbs

• $25 for eligible country and regional delivery areas

The applicable delivery charge will be displayed at checkout after the delivery address has been entered.

Some locations may be outside our usual delivery area. Please contact us before ordering if you are unsure whether we can deliver to a particular address.

Same-Day Flower Delivery

Same-day delivery is available for eligible orders placed before 2 pm Monday to Saturday.

Orders placed after the same-day cut-off will generally be delivered on the next available delivery day unless another date has been selected or agreed.

Same-day delivery is subject to:

• flower and product availability;

• delivery location;

• courier availability;

• correct and complete delivery information;

• hospital or care-facility restrictions;

• weather, traffic and road conditions; and

• unusually high order volumes.

During busy periods, including Valentine’s Day, Mother’s Day and Christmas, earlier order cut-offs or limited delivery availability may apply.

Sunday delivery may be available by prior arrangement. Please contact us before placing the order to confirm availability.

Requested Delivery Dates and Times

Customers may select or request a preferred delivery date where that option is available.

We will make reasonable efforts to deliver on the requested date, but delivery dates and times cannot always be guaranteed where circumstances are outside our reasonable control.

Unless a specific timed-delivery service has been agreed, orders may be delivered at any reasonable time during the delivery day.

Requests such as morning, afternoon, before lunch or before a particular time will be treated as preferences rather than guaranteed delivery times unless we have expressly confirmed otherwise.

Please contact us before ordering if delivery by a particular time is essential.

Delivery Information Required

Customers are responsible for providing complete and accurate delivery information, including:

• the recipient’s full name;

• the complete delivery address;

• the correct suburb and postcode;

• the recipient’s telephone number;

• any business name;

• hospital, ward or room details where relevant; and

• gate, unit, access or delivery instructions.

We may contact the customer or recipient if further information is needed to complete the delivery.

We are not responsible for delays or failed delivery caused by incorrect, incomplete or outdated information supplied with the order.

When No One Is Available

Where no one is available to receive an order, the delivery may be:

• left in a reasonably safe and sheltered location;

• left with reception;

• left with a neighbour where appropriate;

• taken to another location approved by the customer or recipient; or

• returned to our store.

The most suitable option will depend on:

• the delivery location;

• weather conditions;

• the type of product;

• access to the property;

• any instructions supplied; and

• the courier’s reasonable judgement.

Where an order is left safely at the address supplied, the delivery may be considered completed.

Fresh flowers, plants and temperature-sensitive products should be collected promptly after delivery.

Unsafe or Unsuitable Delivery Locations

We may decide not to leave an order unattended if the location is unsafe, exposed to extreme weather, accessible to animals or unsuitable for the products being delivered.

Where delivery cannot be safely completed, we will attempt to contact the customer or recipient.

The order may be returned to our store if no suitable arrangement can be made.

Incorrect Addresses and Redelivery

Please check all delivery details carefully before submitting an order.

If delivery cannot be completed because:

• an incorrect address was supplied;

• the address is incomplete;

• access to the property is unavailable;

• the recipient cannot be located;

• the recipient has moved or been discharged;

• the business or facility is closed; or

• essential delivery information was not supplied,

the order may be returned to our store.

An additional delivery fee may apply if redelivery is required.

Where fresh flowers or other perishable products must be remade because of an incorrect address or delayed redelivery, additional product costs may also apply.

Hospital Deliveries

We deliver to eligible Launceston hospitals and healthcare facilities.

Customers are responsible for confirming:

• the recipient’s full name;

• that the recipient is still admitted;

• the correct hospital and campus;

• the ward or room number where available; and

• that the recipient is permitted to receive the products ordered.

Flowers are not permitted in some hospital units.

At Launceston General Hospital, flowers are not permitted in the Intensive Care Unit, Ward 5D or the Acute Medical Unit.

Hospital deliveries may be left with reception, hospital staff or an approved delivery point in accordance with the facility’s procedures.

We cannot guarantee that hospital staff will deliver an order to the recipient immediately after it has been accepted by the facility.

If the recipient has been discharged, transferred or cannot receive the order, we will contact the customer where reasonably possible to discuss:

• delivery to another address;

• collection from our store;

• redelivery; or

• another suitable arrangement.

Additional delivery charges may apply.

Nursing Homes and Care Facilities

When ordering for a nursing home, aged-care facility or supported-living residence, please provide:

• the resident’s full name;

• the facility’s full name and address;

• the resident’s room or unit number where known; and

• a contact telephone number.

Orders may be delivered to reception or an approved delivery point in accordance with the facility’s procedures.

Funeral Deliveries

When ordering flowers for a funeral service, please provide:

• the name of the deceased;

• the name and address of the funeral home or service venue;

• the date and time of the service; and

• any relevant delivery instructions.

Funeral orders should be placed as early as possible.

Please contact us directly where delivery must be completed before a specific service time so that availability can be confirmed.

Business and Workplace Deliveries

For deliveries to workplaces, schools and commercial premises, please include:

• the business or organisation name;

• the recipient’s full name;

• the complete address;

• the recipient’s contact number; and

• any reception, floor, department or access details.

Orders may be left with reception or another authorised staff member.

We cannot guarantee personal hand-delivery directly to the recipient within a workplace.

Click and Collect

Click and collect is available for eligible products from our South Launceston store.

Collection address:

My Florist Launceston Tasmania & Metaphysical Launceston
2/222 Wellington Street
South Launceston TAS 7249

Please wait until you receive confirmation that your order is ready before attending the store.

Customers may be asked to provide:

• their name;

• order number;

• collection confirmation; or

• identification where reasonably required.

If another person will collect the order, please provide their name in advance where possible.

Fresh flowers and other perishable items should be collected on the agreed day.

Please contact us promptly if you are unable to collect your order as arranged.

Oversized and Local-Only Products

Some products are too large, heavy, fragile or unsuitable for parcel shipping.

These items may be available only for:

• click and collect; or

• local delivery where offered.

Where an item cannot be shipped, the available options will be displayed on the product page or at checkout.

An order containing both shippable and non-shippable products may need to be collected, locally delivered or divided into separate fulfilments.

Additional charges may apply where an order must be separated.

Parcel Shipping

Eligible non-perishable products may be available for parcel shipping to Australian addresses where a shipping option appears at checkout.

Products commonly eligible for parcel shipping may include:

• crystals;

• gemstone jewellery;

• tarot and oracle cards;

• books;

• incense;

• selected giftware; and

• other suitable non-perishable products.

Fresh flowers and other perishable or unsuitable products are not sent through standard parcel services.

Shipping availability depends on:

• the products ordered;

• parcel size and weight;

• the delivery postcode;

• carrier coverage; and

• any product-specific restrictions.

Shipping charges will be displayed at checkout before payment is completed.

Order Processing for Shipped Products

Orders are prepared and packed during our normal business operations.

Processing time is separate from the carrier’s estimated delivery time.

Processing may take longer during:

• weekends and public holidays;

• busy promotional periods;

• Christmas;

• stocktake periods;

• severe weather events; or

• unusually high order volumes.

We will contact you if there is a significant issue affecting the fulfilment of your order.

Shipping Timeframes

Any shipping timeframe shown at checkout or provided by a carrier is an estimate unless expressly stated otherwise.

Delivery times may be affected by:

• the destination;

• weekends and public holidays;

• carrier delays;

• weather;

• natural disasters;

• road or transport disruptions;

• incorrect address details; and

• other circumstances outside our reasonable control.

If we become aware that an order cannot be supplied within the agreed timeframe or within a reasonable time, we will contact the customer and provide an appropriate solution.

Tracking

Tracking may be provided for eligible parcel shipments.

Where tracking is available, the tracking information will generally be sent to the email address or telephone number supplied with the order.

Tracking updates are provided by the carrier and may not always appear immediately after the parcel has been lodged.

Customers are responsible for checking that their contact information is correct.

Authority to Leave

Where a parcel is left without a signature, it may be placed in a location the carrier considers reasonably safe.

We are not responsible for loss occurring after confirmed delivery where the parcel was correctly delivered in accordance with the carrier’s service and the instructions provided, except where responsibility cannot legally be excluded.

Customers who have concerns about parcels being left unattended should provide suitable delivery instructions or use an address where someone is available to receive the parcel.

Parcel Lockers and PO Boxes

Delivery to parcel lockers or post office boxes may be available only where supported by the selected carrier and the products ordered.

Customers should use a street address where the selected shipping service does not accept parcel-locker or post-office-box addresses.

Returned Parcels

A parcel may be returned to us where:

• the delivery address is incorrect or incomplete;

• the parcel is not collected from the carrier;

• delivery has been refused;

• the address is inaccessible; or

• the carrier is unable to complete delivery.

We will contact the customer after the parcel is returned.

Additional shipping charges may apply if the customer requests that the order be sent again.

Original shipping charges may not be refundable where the parcel was correctly sent using the information supplied by the customer.

Missing or Delayed Parcels

Please check the tracking information and contact us if a parcel appears significantly delayed or has not arrived within a reasonable period.

We may need to lodge an enquiry with the carrier before determining the appropriate solution.

Carrier investigations can take time, and we appreciate your patience while the location or delivery status of the parcel is confirmed.

Nothing in this section limits your rights where an order has not been supplied within the agreed time or within a reasonable time.

Damaged Parcels

Please contact us promptly if a parcel arrives damaged.

Where reasonably possible, please retain:

• the product;

• the parcel packaging;

• any internal protective packaging;

• the shipping label; and

• photographs showing the damage.

Please provide:

• your order number;

• a description of the problem; and

• clear photographs of the product and packaging.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a replacement, refund or another appropriate remedy.

International Shipping

International shipping is available only where an international shipping option is displayed at checkout.

Where no international option appears, the order cannot currently be shipped to that destination.

Customers are responsible for checking any import restrictions that apply in the destination country.

International orders may be subject to customs duties, taxes, inspections or delays outside our control.

Combining Local Delivery and Parcel Shipping

Some orders may contain products requiring different fulfilment methods.

For example, fresh flowers may require local delivery while another product may be suitable for parcel shipping.

Where products cannot be delivered together, we may:

• contact the customer to discuss the available options;

• divide the order into separate deliveries;

• charge an additional delivery or shipping fee; or

• cancel and refund an item that cannot reasonably be supplied using the selected method.

Delays Outside Our Control

We are not responsible for delays caused solely by circumstances outside our reasonable control, including:

• severe weather;

• road closures;

• natural disasters;

• transport disruptions;

• carrier service interruptions;

• hospital or facility restrictions;

• government restrictions; or

• emergencies.

We will take reasonable steps to communicate significant delays and offer an appropriate solution where an order cannot be supplied within the agreed timeframe or within a reasonable time.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law or any other law that cannot legally be excluded.

For information about returns, faults, refunds and cancellations, please refer to our Refund, Returns and Cancellations Policy.

Contact Us

For delivery, shipping or collection enquiries, please contact:

My Florist Launceston Tasmania & Metaphysical Launceston
2/222 Wellington Street
South Launceston TAS 7249
Australia

Email: myfloristlaunceston@outlook.com
Phone: 0407 141 091
ABN: 24 576 806 506