GENERAL TERMS & CONDITIONS – ONLINE & IN-STORE SHOPPING
Stalks and stems does not adhere to a strict minimum spend policy. Should you wish to make a purchase outside the set price options listed in our online store, please feel free to call us on 07 3391 5544 to place your order over the phone. All prices listed are in AUD and include local taxes (GST 10%).
DELIVERY DATE – AVAILABILITY
Same day delivery to businesses and residential addresses are only guaranteed when orders are received by 11.30am Monday – Friday, and received by 9am Saturdays.
WHEN YOUR ORDER WILL ARRIVE – Stalks & Stems takes all reasonable action to ensure residential addresses are delivered no later than 6:00pm, and business addresses delivered no later than 5:00pm (these times may only change if previously arranged for special circumstances). The responsibility remains on the customer, to inform us of the recipients finish time if prior to times outlined above (an additional ‘Timed/VIP’ delivery surcharge may apply (fees are calculated per individual delivery circumstance)).
TIMED DELIVERIES – Delivery times CANNOT be guaranteed, if you have any requests (such as they leave work by 4pm for example) please leave a comment in “notes” at check out and we will do our best to facilitate your request.
If you require your order to be delivered by a specific time, please contact our staff PRIOR to completing your order. Stalks and Stems will not accept responsibility for deliveries arriving after a specified time if no contact has been made. A VIP surcharge may apply to facilitate any timed requirements.
MULTIPLE DELIVERIES – For orders with multiple items, an increased delivery fee may occur.
SUNDAY DELIVERIES – Unfortunately Stalks & Stems are currently not able to facilitate deliveries on Sundays or Public Holidays.
RECIPIENT NOT HOME – In the event of a recipient not being home, the driver will leave the flowers in a location that is shaded and safe, yet visible to the recipient. If there is no information provided regarding a safe place to leave the flowers or the driver deems it unsafe/inaccessible eg. locked gates, aggressive dogs etc., the driver will attempt to contact the recipient for further instructions. Failing this, if your order is returned to the store, contact to the customer will be attempted and a redelivery fee will be charged. It is the customer/recipients responsibility to retrieve the flowers and follow care instructions listed on the rear of the flower card.
Orders received after ‘same day’ cut-off – If your order is placed for same day delivery, but received by Stalks & Stems after the cut off times (listed above), our team retains the right to send your order on the next available delivery day without notice to the customer (cutoff times are listed on each items description and listed above).
ADDRESSES AND CONTACT INFORMATION
DELIVERY DETAILS – It is the customers responsibility to give correct and complete contact details incl. phone numbers and e-mail addresses for themselves and the recipient. Stalks & Stems accepts no liability for issues generated by unsuccessful attempts to make contact with a customer or recipient, where details provided are invalid or incorrect. In the case of a customer providing incorrect address details for the recipient, they will be charged a re-delivery fee to the new/correct address. In some cases there may also be a fee charged to have the delivery returned to our store.
SCHOOL, OFFICE, HOSPITAL etc RECEPTIONS – Stalks and Stems accepts no responsibility for delivered items that are accepted by the front desk, reception, concierge or security personnel.
Stalks & Stems does not accept responsibility for flowers that have been received by a third party recipient that results in the flowers not being delivered directly to the intended recipient.
UNATTENDED DELIVERIES -If permission has been left for your delivery to be unattended, Stalks and Stems accepts no responsibility if the flowers are damaged by extreme weather conditions, suffered from third party interference (via dogs, children or theft)
In the case of a customer giving permission for flowers to be left unattended (eg: around the back) and it becomes apparent that the recipient is not returning to their home within a respectable time frame (eg. on holidays), it is not Stalks and Stems responsibility to re-collect, send a replacement or provide a refund due to the situation.
REFUNDS – A minimum 24 hours notice prior to the requested delivery date is required for cancelling an order. Please note: Your refund will be provided, less $20 to cover incurred administration costs.
DATE CHANGES – You may request to have your order date moved at no extra charge when notified with at least 24 hours notice (charges may apply when changes are requested within 24hrs of original delivery date).
ORDERS IN TRANSIT – Orders that have already been made or are in transit, are not eligible for cancelation/refunds (in cases of extreme circumstances, we may be able to redirect your delivery to a different address, fees may apply (fees are calculated per individual delivery circumstance).
FLOWER AVAILABILITY AND SUBSTITUTION LIABILITY
Stalks & Stems will endeavour to deliver a floral arrangement similar to the arrangement pictured. However, photos are for inspiration only and no two arrangements will ever look the same. Please trust our talented designers! They do this every day and take great pride in their individuality and creativity when designing your order.
No flower types or varieties are ever guaranteed. Owing to natural growing requirements, quarantine restrictions and seasonal availability. Please be assured, every effort will be made to complete the
order as listed.
Flower substitutions – Suitable substitutes will be utilised at our discretion should any of the pictured flower varieties not be available.
Vessels – Stalks and Stems retains the right to alter the vessel as required to suit any design, to complete the order professionally and to Brand standard.
Hampers – Should any substitutions need to be made in hampers, we will make every effort to make contact regarding the substitutions needing to be made.
Flower care – It is the recipients responsibility to follow the care instructions listed on the card they receive, in the case of care instructions not being sent our flower care tips can also be found on our website.
RETURNS AND REFUNDS
Stalks & Stems handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.
Products sold on our website and in our store front are a perishable, natural item and flower life spans are dependent on species, resulting in some flower varieties living longer than others. Flowers are a product of nature, availability is dependent on season and market availability. As a result, not all goods produced are 100% as pictured on www.stalksandstems.com.au, by accepting these terms and conditions you are acknowledging there may be discrepancies between our original item pictures and produced/delivered goods.
Stalks and Stems must be notified within two (2) days of purchase for all refunds or returns. Stalks and Stems will not accept returns based on change of mind or design choice. In cases of flowers perishing within three (3) days of purchase and all care instructions have been followed or if Stalks & Stems provided the incorrect goods, Stalks & Stems may provide a replacement or gift certificate. The value of the gift certificate or replacement is at the discretion of Stalks & Stems.
Stalks & Stems reserves the right to request images of original goods for our records. Replacement flowers will not be sent if the original goods have been disposed of or images have not been produced.
DELIVERY OF ALCOHOL
Liquor licensing states: In order to send alcohol it must accompany flowers, plants or gifts.
Orders including alcohol, will NOT be left unattended when being delivered, a recipient MUST be on location to receive the order.
It is the customers responsibility to be sure that a person of 18 years or more will be present to receive the order. Stalks & Stems will not deliver an order with alcohol to anyone under 18 years (if redelivery is required due to this, redelivery fees will apply).
DISCLOSURE OF CUSTOMER/CLIENT INFORMATION
Stalks & Stems may be required, in certain circumstances, to disclose information in good faith, for example: by law or by any court; to enforce the terms of any of our customer agreements; or to protect the rights, property or safety of our customers, third parties or Stalks & Stems.
COMPETITION AND CONSUMER ACT
For the purposes of Schedule 2 of the Australian Consumer Law, in particular Sections 51 to 53, 64 and 64A of Part 3-2, Division 1, Subdivision A of the Competition and Consumer Act 2010 (Cth), Stalks & Stems liability for any breach of a term of this agreement is limited to: the supplying of the goods or services to you again; the replacement of the goods; or the payment of the cost of having the goods or services supplied to you again.
You must be over 18 years of age to use this website to purchase any alcohol products.
Stalks & Stems retains the right to amend Terms and Conditions when required, these amendments become effective immediately.