• JW FLOWER - Terms & Conditions

    Effective Date: 28 January 2025
    Location: Epping, NSW, Australia

    By placing an order with JW FLOWER, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

    1. GENERAL INFORMATION

    All JW FLOWER arrangements are custom-made to order using fresh, seasonal flowers. Product photos displayed on our website and social media are examples only and may vary depending on market availability.

    We reserve the right to substitute flowers or materials of equal or greater value to ensure the freshness and quality of your arrangement.

    2. ORDERING REQUIREMENTS

    2.1 Advance Notice

    All orders (delivery and pick-up) require a minimum of 3 days advance notice from your desired date.

    Example: For Friday delivery or pick-up, orders must be placed by Tuesday.

    Days are counted excluding weekends only (Saturdays and Sundays). Public holidays are counted as regular days for ordering purposes.

    2.2 Peak Periods

    During peak periods including but not limited to:

    • Valentine's Day (February 10-14)

    • Mother's Day (May weekend)

    • Christmas period (December 20-25)

    Additional advance notice may be required. We will announce extended notice requirements on our website and Instagram in advance of peak periods.

    Please check our social media or contact us to confirm ordering deadlines during these busy times.

    2.3 Order Customisation

    Customers can customise their arrangements through our order form by selecting:

    • Arrangement size

    • Colour preferences

    • Flower types (subject to availability)

    • Delivery/pick-up date and time

    Once submitted, your selections form part of this agreement.

    3. PRICING & PAYMENT

    3.1 Pricing

    All prices are in Australian Dollars (AUD) and include GST.

    Prices are subject to change without notice, but orders already confirmed will honor the price at the time of booking.

    3.2 Payment

    Payment must be made in full at the time of ordering via our accepted payment methods.

    We use secure payment processing to protect your financial information.

    4. DELIVERY POLICY

    4.1 Third-Party Delivery Service

    Deliveries are handled by external courier services and are NOT performed by JW FLOWER directly.

    We work with multiple third-party courier services and will arrange delivery through whichever courier has availability on your chosen date. The courier assigned will depend on their schedule and your delivery location.

    The courier is responsible for the safe and timely delivery of your arrangement.

    4.2 Delivery Areas

    We can arrange delivery to most Sydney metropolitan areas, subject to courier availability.

    Delivery availability and fees depend on:

    • Your delivery location

    • Courier availability on your chosen date

    • Distance from our location

    4.3 Delivery Fees

    Delivery fees vary by location and are confirmed at the time of booking based on the courier's rates.

    The delivery fee will be clearly displayed before you complete your order.

    4.4 Delivery Times

    Exact delivery times cannot be guaranteed as delivery schedules depend on the courier's route and availability.

    We will provide an estimated delivery timeframe, but this is approximate only.

    4.5 Time-Specific Deliveries

    If you require delivery at a specific time (e.g., for an event or surprise), we strongly recommend using on-demand courier services such as:

    • Uber Package Delivery

    • Didi Delivery

    • Other same-day courier services

    You can arrange these services directly and collect the arrangement from us at a scheduled pick-up time.

    4.6 Delivery Acceptance & Recipient Availability

    ⚠️ IMPORTANT: Recipient must be available to accept delivery.

    The courier will contact the recipient upon arrival. If the recipient does not answer or is unavailable, the courier cannot wait indefinitely.

    For House Deliveries:

    • If no one is home, arrangements may be left at the front door in a safe location (weather permitting)

    • We recommend providing instructions such as "leave at front porch" or "leave with neighbour at [address]"

    For Apartments/Units:

    Couriers cannot access building interiors without the recipient.

    • You MUST provide a timeframe when the recipient will be home

    • The recipient must answer their phone/intercom when the courier arrives

    • If the recipient is unavailable and the courier cannot access the building, delivery will be considered unsuccessful

    If delivery cannot be completed due to recipient unavailability:

    • The courier will return the arrangement to us or their depot

    • Additional fees will apply for re-delivery attempts

    • In some cases, the arrangement may not be suitable for re-delivery due to perishability

    • No refund will be issued if the recipient was unavailable at the time of delivery

    Delivery Instructions

    At the time of booking, please provide:

    • ✓ Recipient's mobile number (mandatory)

    • ✓ Best time for delivery (especially for apartments/units)

    • ✓ Building access instructions (intercom code, unit number, etc.)

    • ✓ Safe drop-off location if recipient may not be home (houses only)

    • ✓ Alternative contact person if available

    4.7 JW FLOWER Responsibilities

    We are responsible for:

    • ✓ Creating a high-quality arrangement

    • ✓ Packaging the arrangement securely for transport

    • ✓ Providing the courier with correct delivery details

    • ✓ Arranging courier booking on your behalf

    4.8 Courier Responsibilities

    The courier is responsible for:

    • Transporting the arrangement safely

    • Delivering on the scheduled date

    • Following delivery instructions

    • Handling any delivery issues

    4.9 Damaged in Transit

    If an arrangement arrives damaged due to courier handling:

    1. Recipient should take photos immediately

    2. Contact us within 2 hours of delivery

    3. We will liaise with the courier and assess the situation

    4. Resolution may include remake, partial refund, or claim with courier (at our discretion)

    Note: We work with specialized flower delivery couriers who are trained in handling delicate floral arrangements. We package arrangements with care and our courier partners handle them with extra attention to ensure safe delivery.

    4.10 Weather & Unforeseen Circumstances

    In cases of extreme weather, strikes, natural disasters, or other circumstances beyond our or the courier's control:

    • Delivery may be delayed or cancelled by the courier

    • We will contact the courier to assess the situation and contact you as soon as possible with alternative options

    • This may include rescheduling to another date or processing a refund

    5. PICK-UP POLICY

    5.1 Pick-Up Appointments

    Pick-up times are scheduled in 15-minute time slots to ensure efficient service.

    Pick-up is available during our business hours:

    • Monday, Wednesday, Thursday, Saturday: 10:00am - 6:00pm

    • Tuesday: 10:00am - 5:30pm

    • Friday: 10:30am - 6:30pm

    • Sunday: 11:30am - 3:00pm

    Pick-up location:
    JW FLOWER
    Somerset Street, Epping NSW 2121

    (Exact address will be provided in your order confirmation email or SMS)

    5.2 Pick-Up Requirements

    • Please arrive within your scheduled 15-minute time slot

    • Bring your order confirmation (email or SMS)

    5.3 Late Pick-Up

    If you are running late, please contact us as soon as possible at [phone number].

    Late arrivals may experience delays if other customers are scheduled after your time slot. We will accommodate you in the next available slot.

    5.4 Uncollected Orders

    Arrangements must be collected on your selected date by [closing time].

    We will hold your arrangement until closing time. Arrangements not collected by this time cannot be refunded due to flower perishability.

    If you cannot collect on your scheduled date, please contact us at least 24 hours in advance to reschedule (subject to availability).

    6. CANCELLATION & REFUND POLICY

    6.1 No Cancellations After Confirmation

    All orders are custom-made and non-refundable.

    Once your order is confirmed and flowers have been purchased, cancellations, changes, or refunds are not available.

    This policy exists because:

    • Flowers are reserved at the market immediately upon order confirmation - We do not pre-purchase or stock flowers. Each order triggers a reservation with our flower market suppliers specifically for your arrangement.

    • Once reserved, these flowers cannot be cancelled or returned to the market

    • Arrangements are custom-made to your specifications and cannot be resold

    • Flowers are highly perishable with a short shelf life

    By confirming your order, you are committing to the purchase as we are simultaneously committing to sourcing flowers exclusively for you.

    6.2 Changes Before Flower Purchase

    If you need to make changes to your order, please contact us immediately at [phone/email].

    Changes may be possible if flowers have not yet been purchased, at our sole discretion.

    6.3 Flower Availability Issues

    If unexpected issues arise with flower availability, JW FLOWER will:

    1. Contact you immediately

    2. Offer alternative flower options of equal or greater value

    3. Allow you to approve the substitution or cancel with full refund (only in this circumstance)

    7. QUALITY GUARANTEE & COMPLAINTS

    7.1 Our Commitment

    We are committed to providing fresh, high-quality floral arrangements.

    7.2 Quality Issues

    If you believe your arrangement does not meet acceptable quality standards, you must:

    1. Contact us within 30 minutes of delivery/pick-up

    2. Provide photographic evidence

    3. Explain the specific issue

    We will assess the matter and may offer:

    • Replacement arrangement

    • Partial refund

    • Store credit

    At our discretion, based on the circumstances.

    7.3 What Is Not Covered

    The following are not considered quality issues:

    • Minor variations from product photos (due to seasonal availability)

    • Natural variations in flower size, colour, or shape

    • Subjective preferences about style or arrangement

    • Damage occurring after delivery/pick-up due to improper care

    7.4 Australian Consumer Law

    Nothing in these terms excludes, restricts, or modifies any consumer guarantees under the Australian Consumer Law (ACL).

    If we fail to meet a consumer guarantee, you may be entitled to a remedy under the ACL.

    8. PRIVACY & DATA PROTECTION

    8.1 Information Collection

    We collect only the personal information necessary to:

    • Process your order

    • Contact you regarding your booking

    • Arrange delivery or pick-up

    This may include: name, phone number, email address, delivery/billing address, and payment information.

    8.2 Information Use

    Your personal information will be used solely for order fulfillment and customer service purposes.

    8.3 Third-Party Sharing

    Your details will never be shared with third parties except:

    • Courier services involved in delivering your arrangement

    • Payment processors for transaction purposes

    These parties are bound by confidentiality obligations.

    8.4 Data Security

    We implement reasonable security measures to protect your personal information from unauthorized access, disclosure, or misuse.

    8.5 Your Rights

    You have the right to:

    • Access your personal information

    • Request correction of inaccurate information

    • Request deletion of your information (subject to record-keeping obligations)

    For privacy inquiries, contact us at [email address].

    For more information, see our full Privacy Policy at [link].

    9. LIMITATION OF LIABILITY

    To the maximum extent permitted by law:

    9.1 Indirect Damages

    JW FLOWER is not liable for any indirect, incidental, special, or consequential damages arising from:

    • Use of our products or services

    • Delivery delays or failures

    • Flower substitutions

    • Any other matter relating to your order

    9.2 Maximum Liability

    Our total liability for any claim relating to your order is limited to the amount you paid for that order.

    10. INTELLECTUAL PROPERTY

    All content on our website, social media, and marketing materials including:

    • Photographs

    • Designs

    • Text

    • Logos

    Are the intellectual property of JW FLOWER and are protected by copyright laws.

    You may not reproduce, distribute, or use our content without written permission.

    Unauthorized use may result in:

    • Legal action for copyright infringement

    • Claims for damages and compensation

    • Immediate removal and cease and desist demands

    For permission requests, please contact: jw.flower.syd@gmail.com

    11. GENERAL TERMS

    11.1 Entire Agreement

    These Terms & Conditions constitute the entire agreement between you and JW FLOWER regarding your order.

    11.2 Amendments

    We reserve the right to update these terms at any time. Changes will be posted on our website with an updated effective date.

    Orders placed before changes take effect will be governed by the terms in force at the time of ordering.

    11.3 Severability

    If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

    11.4 Governing Law

    These terms are governed by the laws of New South Wales, Australia.

    Any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales.

    11.5 Contact Information

    For questions about these Terms & Conditions or your order, please contact us:

    JW FLOWER
    📍 Address: Somerset Street, Epping NSW 2121
    📧 Email: jw.flower.syd@gmail.com
    📱 Instagram: @jwflower.syd
    🌐 Website: www.jwflower.com.au

    How to Contact Us:

    • For order enquiries: DM us on Instagram or email

    • For urgent matters: Instagram DM is preferred for fastest response (monitored 24/7)

    • For general questions: Check our Instagram highlights or website FAQ

    Business Hours:

    • Monday, Wednesday, Saturday: 10:00am - 6:00pm

    • Tuesday, Thursday: 10:00am - 5:30pm

    • Friday: 10:30am - 6:30pm

    • Sunday: 11:30am - 3:00pm

    We aim to respond to Instagram DMs within a few hours and emails within 24 hours during business days.

    12. ACKNOWLEDGMENT

    By placing an order with JW FLOWER, you acknowledge that:

    ✓ You have read and understood these Terms & Conditions
    ✓ You agree to be bound by these terms
    ✓ You understand that all arrangements are custom-made and non-refundable after order confirmation
    ✓ You understand that product photos are examples and flowers may vary
    ✓ You have provided accurate delivery/pick-up information
    ✓ You agree to our privacy practices

    Thank you for choosing JW FLOWER!

    We look forward to creating a beautiful arrangement for you.

  • Privacy Policy

    Effective Date: 28 January 2025
    JW FLOWER
    Epping, NSW, Australia

    Our Commitment to Your Privacy

    At JW FLOWER, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect your information when you use our services.

    1. Information We Collect

    Personal Information

    When you place an order with us, we collect:

    For all orders:

    • Full name

    • Email address

    • Phone number (mobile)

    For delivery orders:

    • Delivery address

    • Recipient name and phone number

    • Special delivery instructions

    For payment:

    • Payment information (processed securely through our payment provider)

    • Billing address

    Optional information:

    • Special requests or messages for arrangements

    • Communication preferences

    Information Collected Automatically

    When you visit our website, we may automatically collect:

    • IP address

    • Browser type and version

    • Device information

    • Pages visited and time spent on our website

    2. How We Use Your Information

    We use your personal information solely for the following purposes:

    Order Fulfillment

    • Processing and confirming your order

    • Creating your custom floral arrangement

    • Arranging delivery or scheduling pick-up

    • Communicating order updates and confirmations

    Customer Service

    • Responding to your inquiries and questions

    • Providing support for your order

    • Handling complaints or issues

    • Sending order reminders (e.g., pick-up reminders)

    Business Operations

    • Maintaining records for accounting and tax purposes

    • Improving our services and customer experience

    • Complying with legal obligations

    Marketing (with your consent)

    • We may occasionally send promotional emails about new products, special offers, or updates

    • You can opt out of marketing emails at any time

    3. How We Share Your Information

    We respect your privacy and do not sell, trade, or rent your personal information to third parties.

    Limited Sharing

    Your information is only shared with:

    Courier Services

    • We share delivery details (recipient name, address, phone number) with courier services to complete your delivery

    • Our couriers are professional flower delivery specialists bound by their own privacy policies

    Payment Processors

    • Payment information is processed securely through trusted third-party payment processors

    • We do not store complete credit card information on our systems

    Legal Requirements

    • We may disclose information if required by law or to protect our rights and safety

    4. Data Storage and Security

    How We Store Your Information

    • Personal information is stored securely on our systems

    • Payment information is handled by secure, PCI-compliant payment processors

    • We use reasonable security measures to protect against unauthorised access, alteration, or disclosure

    How Long We Keep Your Information

    • Order information: Retained for 7 years for accounting and tax purposes (as required by Australian law)

    • Marketing communications: Until you opt out or we determine it's no longer necessary

    • Website analytics: Typically stored for 2 years

    Data Security

    While we implement reasonable security measures, please understand that no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security of your information.

    5. Your Rights

    Under Australian privacy law, you have the right to:

    Access Your Information

    You can request a copy of the personal information we hold about you.

    Correct Your Information

    If your personal information is inaccurate or outdated, you can request corrections.

    Request Deletion

    You can request deletion of your personal information, subject to our legal obligations to retain certain records (e.g., for tax purposes).

    Opt Out of Marketing

    You can unsubscribe from marketing emails at any time by:

    Make a Complaint

    If you believe we have mishandled your personal information, you can:

    1. Contact us directly at jw.flower.syd@gmail.com

    2. Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au

    6. Cookies and Website Tracking

    What Are Cookies?

    Cookies are small text files stored on your device when you visit our website.

    How We Use Cookies

    • Essential cookies: Required for website functionality (e.g., shopping cart, order forms)

    • Analytics cookies: Help us understand how visitors use our website to improve user experience

    • Marketing cookies: May be used if you consent to receive targeted advertising

    Managing Cookies

    You can control cookies through your browser settings. Note that disabling certain cookies may affect website functionality.

    7. Third-Party Links

    Our website or social media may contain links to third-party websites (e.g., payment processors, courier tracking). We are not responsible for the privacy practices of these external sites. Please review their privacy policies separately.

    8. Children's Privacy

    Our services are not directed to children under 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.

    9. Changes to This Privacy Policy

    We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements.

    Updates will be posted on our website with a new "Effective Date."

    We encourage you to review this policy periodically. Continued use of our services after changes constitutes acceptance of the updated policy.

    10. International Data Transfers

    Your information is primarily stored and processed in Australia. If we transfer information internationally, we will ensure appropriate safeguards are in place.

    11. Contact Us About Privacy

    If you have questions or concerns about this Privacy Policy or how we handle your personal information:

    📧 Email: jw.flower.syd@gmail.com
    📱 Instagram: @jwflower.syd
    📍 Address: Somerset Street, Epping NSW 2121
    🌐 Website: www.jwflower.com.au

    For privacy complaints or concerns, we will:

    • Acknowledge your enquiry within 7 days

    • Investigate thoroughly

    • Respond with our findings and proposed resolution within 30 days

    12. Australian Privacy Principles (APP)

    JW FLOWER is committed to complying with the Australian Privacy Principles under the Privacy Act 1988 (Cth). This Privacy Policy is designed to meet our obligations under the Privacy Act.

    For more information about privacy in Australia, visit the Office of the Australian Information Commissioner: www.oaic.gov.au

    Last Updated: 28 January 2025

    JW FLOWER
    Somerset Street, Epping NSW 2121
    ABN: 48289418699

    Quick Summary

    What we collect: Name, email, phone, address (for orders)
    Why we collect it: To fulfill your order and provide customer service
    Who we share with: Only delivery couriers and payment processors (never sold!)
    Your rights: Access, correct, delete your info; opt out of marketing anytime
    Questions? Email jw.flower.syd@gmail.com or DM @jwflower.syd

    Thank you for trusting JW FLOWER with your personal information.