Terms & Conditions

Prices and Payment

All prices are in New Zealand dollars and are inclusive of GST

Florist Ilene accepts VISA, Mastercard, Direct Debit cards without any surcharges

Payment is processed through a secure payment gateway to ensure payments are transmitted safely.

Photos of your gift

We are happy to send you a photo of your gift if you select this option during the checkout process. We send out our photos near the end of our working day as we are busy making sure all of orders make it onto our couriers for same day delivery.

We may not send photos during busy periods such as Valentines day and Mothers day due to workload.

Privacy

We do not collect personal information via our website unless it is given voluntarily when submitting your order with us. The details provided will only be used for the purpose they are given to us and will be kept private and confidential.

Substitution :

Non floral products:

Florist Ilene reserves the right to substitute a product of equivalent value when a listed product is not available. We will do our best to contact the client before a substitution is made but if this is unable to be done within a timely fashion we will send your order out to full value to reach the targeted delivery date requested.

Fresh floral products:

Due to seasonal conditions that can affect flower supply specific flowers and colours may not always be available. In some cases, substitutions may be required to fulfil your order. We will always select the best in season blooms as close to the colour choice you have made to fulfil your order, In cases of specific flowers being ordered such as all lily’s or roses we will contact our client to discuss options available to them if we are unable to provide their first choice.

Valentines Day and Mothers Day:

We do our best to provide our clients with all relevant information for orders around and on these busy times. We have pop ups that must be read and manually closed before continuing on our website, we also have all relevant information listed on our home page.

If a client chooses to order outside of the relevant information that covers these special periods, we reserve the right to substitute the ordered item to be in line with the rules we have set out.

Cancellations :

Cancellations of orders will be accepted up until 3pm the day before the requested delivery or pick up date. A full refund will be credited to your credit card used online less a $5.00 administration fee.

Queries or concerns :

All queries or concerns regarding your delivered or collected order must be made within 24 hours of receiving your order. We require photographic evidence of the full order to be emailed to admin@floristilene.co.nz for our team to review.

Deliveries :

All deliveries will be carried out on the requested day if ordered before our cut off times. As the purchaser you are responsible to provide us with correct delivery details with a contact number for the recipient. In some cases, if incorrect details are provided an additional delivery fee will be required for us to complete your delivery.

Floral couriers only call once, do not phone or text and do not require a signature and if no one is home, your gift will be left at the front door or in a safe place at the address unless otherwise requested in the comment field at checkout.

What if no one is home?

Our couriers only make one attempt at delivery.
If the recipient is not home, they will leave your gift at the front door or in a safe, cool place and leave a card in the letterbox advising where the gift has been left.
With gated properties, should the courier not be able to gain access, the phone number provided goes unanswered and there is nowhere safe to leave your gift a re-delivery fee will apply.

Other delivery note:

If the incorrect delivery fee is chosen, we will make every effort to contact you to advise of correct delivery charge. If we are unable to contact, you before delivery is required, we will adjust cost of arrangement (if possible) to allow for delivery charge error. We will not dispatch your order until the additional fees have been paid.
We care about your gifts and endeavor to deliver all orders in a timely fashion and use only trusted couriers.
If ordering cupcakes we do advise that you make sure the recipient will be home when we attempt delivery, we are happy for you to choose a courier run (no exact times can be promised) that best suits to make this possible. We take no responsibility for cupcakes and flowers that are left for long periods of time and may be affected by circumstances beyond our control.
For every delivery attempt made for a gift we are charged by our couriers and this charge will need to be passed onto our clients, if an incorrect delivery address is given we will call you to advise and redirect to correct address with all costs being charged back to the client.
We do not deliver on Sundays, with the exception of Valentines or Mothers Day. If you place an order for Sunday we will endeavor to contact you (unless you have ordered on Sunday then we will contact you the next working day) for a alternative delivery day, if we are unable to get a hold of you we will deliver on the next available day.