Customer Service

Product Quality

We pride ourselves on the quality of our products and services. It is important to remember that flowers are a perishable, natural product that will react to their immediate indoor and external environment. Unfortunately once we dispatch our flowers a number of changes in condition may result in changes in their longevity.

Flower Care

Care instructions must be followed thoroughly in order to increase the life span and enjoyment of your flowers. In order to prolong the life of your flowers we recommend cutting the stems on a sharp angle approximately 3 – 4 cm from the end and changing the water in the vase every two days.  Flower food sachet is provided by the florist will also help preserve your flowers.

Our Delivery Policy

Delivery for Funeral Orders

Mandurah Florist treat funeral orders with the highest of priority. In  order for the  processed to go as smoothly as possible please supply the following information in the Address Details or Special Instructions:

•    Full name of the deceased
•    Name and address of the funeral home and name and phone number of a relative will be needed.
•    Date and time of the funeral

Delivery to Hospitals/Nursing Homes

For hospital/nursing home deliveries, please supply Mandurah Florist with the recipient’s:
•    Full name
•    Ward name or number
•    Hospital name and address
•    Whether the recipient is a patient/resident or part of the staff.

For hospital and nursing home deliveries,  Mandurah Florist  recommends sending flowers and gifts that are already arranged in a container. Please note:

•    Do not send loose cut flowers as there are usually limited suitable vases available
•    Do not send large arrangements as space is often restricted
•    Most hospitals do not allow plants
•    Some hospitals do not allow flowers in intensive care or other special care units.

Delivery to ships

For deliveries to ships:
•    Please allow 24 hours for the delivery to be processed
•    The following information is needed to process the order smoothly. This information can be included in the Address Details or Special Instructions:

o    Name of shipping line
o    Name of ship
o    Cabin number/deck number
o    Exact time of departure.
o    Whether the recipient is a passenger or crew member
o    Contact Phone Number

Delivery to hotels & holiday resorts

For deliveries to Hotels & Resorts, please supply Mandurah Florist with the recipient’s:
•    Hotel or Resort name
•    Room name or number and address
•    Whether the recipient is a guest or part of the staff.
•    Contact Phone Number

Refund Policy

If you have any concerns surrounding your order we ask that you please call us on (08) 9535 3170  or contact us by email on  info@mandurahflorist.com.au  to discuss and queries you may have in relation to your flowers sent or received.  A number of resolutions may be available to you and are subject to your particular situation.

•    Complaints must be made within 48 hours of delivery. On average your flowers should last between 3 – 7 days. Should your flowers perish within 48 hours of the delivery date and we are satisfied that all care instructions provided have been followed, Mandurah  Florist will be happy to resend new flowers. To assist us in quality control however it is our policy to collect the original flowers upon delivery of your resend.
•    All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was placed.

Cancellation of Orders

Should you need to cancel your order, money will be refunded less a $15 administrative fee, only if notice is received 24 hours prior to the scheduled delivery date.

Mandurah Florist Security Policy

Mandurah Florist uses the eWAY Payment Gateway for its online credit card transactions.

eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.

All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• Your complete credit card number cannot be viewed by Mandurah Florist or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Mandurah Florist.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au