By proceeding with your order, you're acknowledging that you have read, understand and agree to the details set out in our Delivery Policy below.
Flower Haul is based at the flower markets in Rocklea (Brisbane, Queensland) and all orders received via our website are despatched and sent from Brisbane, Queensland, Australia.
We ship to an extra large delivery zone that spans over 2000km throughout two states - Queensland and New South Wales. You must select an applicable delivery address within our delivery service area to receive orders from Flower Haul. For more details on our delivery zone, see our DELIVERY INFORMATION page. All delivery areas are subject to change, at our discretion.
Available delivery days
Our available delivery days are Monday to Friday. We don’t deliver our flowers on weekends or public holidays. The earliest delivery day available is dependant on where the flowers are being sent (this is also indicated on each of the flower products on the website.) Orders are only available for delivery on Mondays if the flowers are being delivery to a suburb within our SAME-DAY DELIVERY ZONE and the flowers are ordered from our SAME-DAY COLLECTION. If your delivery address is outside of these areas and you select Monday as your delivery day, it will be shipped and delivered at the next available opportunity (usually Tuesday). Occasionally, both national public holidays and QLD-specific public holidays may affect deliveries and in these cases, your flowers will arrive on the next business day.
Preferred delivery date
During the purchase process, you’ll be asked to select your preferred delivery date. The preferred delivery date you choose is an estimate only. Whilst every effort is made to adhere to the preferred delivery date you choose and ensure your goods arrive on this date, we do not guarantee delivery times, dates or days. By ordering from us, you acknowledge that your chosen preferred delivery date is a non-binding estimate only and that you have no claim against us for any slight delays or slightly early deliveries you may experience.
Third-party courier partners
We use reputable third-party courier partners to deliver flowers across Queensland and New South Wales, including but not limited to Fastway Couriers. All orders are shipped using an external third-party courier. This means, once your order is in the hands of our courier partners, we don't have any control over the delivery process and so we cannot ever guarantee delivery on a specified date, day or at a specific time. Whilst every care is taken to ensure accurate and safe delivery, we cannot guarantee unforeseen circumstances. On rare occasions, shipping may take slightly longer due to external factors or events such as weather or traffic incidents, or due to public holidays or busy holiday periods. Additionally, if your order is being shipped to a remote or regional suburb, it may take slightly longer than usual to arrive. In the circumstance of the flowers not being received by the recipient within one day of your preferred delivery date, we will contact the third-party courier company to launch an investigation. We aim to provide a resolution within 24 hours of this investigation.
Online tracking may be available at our courier’s website. We make no warranties regarding the availability of said online tracking, as it under the control our third-party couriers.
Order cut-off times
To qualify for next-day delivery, your order MUST be processed before midday (12pm AEST) on the day before. For example, if you’d like your flowers delivered on Thursday, you’ll need to order them prior to midday on the Wednesday If your order is received after the midday cut-off for next-day delivery, it will be shipped and delivered at the next available opportunity. To qualify for same-day delivery, your order MUST be processed before midday (12pm AEST), Monday to Friday. Same day delivery is only for selected areas in the Brisbane area and must be placed via The Same-Day Collection. If your order is received after the midday cut-off, it will be shipped and delivered at the next available opportunity. You can also pre-order for delivery on any future date by selecting the date in the dropdown calendar on the product page.
Flowers will be delivered to business addresses prior to 5.00pm and to residential addresses prior to 7.00pm. We are unable to guarantee any specific delivery times or accept timed delivery requests, including on Valentine's Day and Mother's Day. Unfortunately, we don’t allow you to select a specific time for your Flower Haul to be delivered.
Authority to leave
We will deliver the goods to the delivery address specified during the checkout process, using a third-party courier for all deliveries. It is your responsibility to ensure that someone is present to accept delivery. Flowers are a perishable product and can be affected by the weather, particularly in warmer months. We want your order to arrive in the best possible condition, which is why we request that your orders be shipped to an address where someone is present at the time of delivery. We can either deliver to a home or office – just use the most appropriate address during the checkout process. Our couriers are instructed to leave the flowers at the address, whether the recipient or another person is available or not. We cannot be held responsible for products that are damaged or stolen as the result of the recipient not being available and the parcel being left outside or at reception (or similar) upon delivery. We strongly encourage recipients to be at the delivery location to receive their package(s) as flowers that remain outside are more likely to have reduced quality and a shortened life. Once the flowers have been delivered at the address specified, we cannot be held responsible for the flowers getting to the recipient. We take no responsibility if no one is present at the delivery address to accept delivery.
If the delivery address you’ve chosen is within a gated or security-protected building or complex, it is your responsibility to ensure that our couriers will have appropriate access and that the recipient will be available on the day to receive the flowers. If the recipient is not home and the courier cannot gain access to the building to leave the gift in a safe place the gift will be deemed ‘undeliverable’. See below.
If you’re delivering to a hospital, school or aged care facility, please provide all the necessary details, which should include a specific room number, ward/wing number, building name and level. We accept no responsibility for incorrect, insufficient or incomplete address or delivery details, and refunds and replacements will not be given in these cases.
Incorrect delivery address
Please be very careful in providing us with correct, complete and up to date address information. Insufficient, incorrect or incomplete address details can cause considerable delays and non-delivery. Under no circumstances are we are able to accept responsibility when there is insufficient, incorrect or incomplete address details provided with your order. If we are unable to deliver to an incorrect or incomplete address and the order is returned to us, we can redeliver it but the customer will incur an additional delivery charge as well as a product replacement fee for any perishable items.
Flowers are considered to be undeliverable if the recipient’s address is incomplete, incorrect or cannot be located, there is no one at home to receive the gift and there is nowhere safe/secure to leave the flowers, and/or the delivery is refused by the recipient before opening the package. All undeliverable flowers will be returned to the courier's depot. When flowers are returned to a depot, a courier card will be left at the recipient's address to inform them of their local collection point. Due to the perishable nature of some of our flowers, it is strongly advised that recipients collect their gift within 24 hours from the collection point indicated on the courier card. We cannot be held responsible for delays in the collection and pick-up of flowers and is not liable for the quality and condition of perishable goods, such as flowers, that have not been collected within a 24-hour time frame from the date and time of attempted delivery. If flowers are not collected or redelivered, they will be returned to Flower Haul in Brisbane, Queensland where the customer will be liable for all charges and fees incurred with the undeliverable flowers.
Ongoing flower subscriptions
For ongoing flower subscriptions, your flowers will be delivered on this same day throughout your subscription. For example, if the delivery date chosen for your first order is a Thursday, your flowers will arrive on the same day every week (Thursday) for weekly subscriptions. For fortnightly subscriptions, your flowers will arrive on the same day every second week (every second Thursday). For monthly subscriptions, your flowers will arrive on the same day every four weeks (every fourth Thursday). As with all our deliveries, whilst every effort is made to adhere to the preferred delivery date and ensure your goods arrive on this date, we do not guarantee delivery times, dates or days.
You must notify us within 72 hours of the intended delivery date if you believe your Flower Haul order is missing or was not delivered at all.
For more frequently asked questions about our delivery processes, please visit our FAQs.