FAQ

  • *How far in advance do I need to order?

    All orders require a minimum of 3 days advance notice (excluding weekends only). For example, if you want flowers on Friday, you must order by Tuesday.

    During peak periods like Valentine's Day, Mother's Day, and Christmas, we may require additional advance notice. Check our Instagram @jwflower.syd or website for updates.

    *How do I place an order?

    You can order through:

    We recommend using our website for the fastest ordering experience!

    *Can I customise my arrangement?

    Absolutely! When ordering, you can choose:

    • Arrangement size

    • Colour preferences

    • Flower types (subject to seasonal availability)

    • Add special requests or messages

    *Will my arrangement look exactly like the photos?

    Our product photos are examples only. Since we use fresh, seasonal flowers, the exact flowers and arrangement may vary depending on market availability. However, we always ensure your arrangement matches your chosen colours and style, using flowers of equal or greater value.

  • *How much do arrangements cost?

    Prices vary based on size and customization. You'll see the exact price when you place your order on our website or we'll quote you via Instagram/email.

    *When do I pay?

    Payment details will be sent after we confirm your order. Full payment is required before we reserve flowers at the market.

    *Are there any additional fees?

    • Delivery: Fees vary by location and courier availability

    • Pick-up: Free!

  • *Do you deliver?

    Yes! We arrange delivery through professional flower delivery courier services to most Sydney metropolitan areas.

    *How much is delivery?

    Delivery fees vary by location and are confirmed when you place your order.

    *Can I choose a specific delivery time?

    We cannot guarantee exact delivery times as our couriers work on a schedule. If you need delivery at a specific time (e.g., for an event), we recommend using on-demand services like Uber Package or Didi Delivery and picking up from us.

    *I live in an apartment. What do I know?

    Very important! For apartments and units:

    • You MUST provide a timeframe when someone will be home

    • The courier will call upon arrival

    • Couriers cannot access buildings without you

    • If no one answers, delivery will be unsuccessful and additional fees will apply for re-delivery

    For houses, arrangements can be left at the door in a safe location if no one is home.

    *What if I'm not home for delivery?

    • Houses: We can leave it at your door with instructions

    • Apartments/Units: Someone must be home to let the courier in

    If delivery cannot be completed due to recipient unavailability, additional fees apply for re-delivery and no refund will be issued.

    *What if there's bad weather on my delivery day?

    In cases of extreme weather or unforeseen circumstances, we'll contact the courier and then reach out to you with options to reschedule or receive a refund.

  • *Where are you located?

    Somerset Street, Epping NSW 2121

    The exact address will be provided in your order confirmation email.

    *What are your opening hours?

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

    • Tuesday: 10:00am - 5:30pm

    • Friday: 10:30am - 6:30pm

    • Sunday: 11:30am - 3:00pm

    *How does pick-up work?

    Pick-up times are scheduled in 15-minute time slots to ensure you don't have to wait. When you order, you'll choose your preferred pick-up date and time slot.

    Please:

    • Arrive within your scheduled 15-minute window

    • Bring your order confirmation (email or SMS)

    *What if I'm running late?

    Contact us immediately via Instagram DM @jwflower.syd (monitored 24/7) or email. We'll accommodate you in the next available time slot, but there may be a wait if other customers are scheduled.

    *What if I can't pick up on my scheduled day?

    Contact us at least 24 hours in advance to reschedule (subject to availability). Arrangements not collected by closing time on your scheduled date cannot be refunded due to flower perishability.

  • *Can I cancel my order?

    No. Once your order is confirmed, we immediately reserve flowers at the market specifically for you. We don't keep stock - every arrangement is custom-made with flowers reserved just for your order. Once reserved, these flowers cannot be cancelled or returned.

    *Can I change my order?

    Changes may be possible if you contact us immediately and flowers have not yet been reserved at the market. Contact us ASAP via Instagram DM or email.

    *Are there any circumstances where I can get a refund?

    Yes, only if:

    • We cannot source your requested flowers - We'll contact you with alternative options of equal or greater value. If you don't approve any alternatives, we'll provide a full refund.

    • Extreme circumstances beyond our control prevent delivery - We'll work with you to reschedule or refund.

  • *How fresh are the flowers?

    Very fresh! We don't pre-purchase or stock flowers. When you place an order, we immediately reserve flowers at the market specifically for your arrangement. Your flowers are sourced fresh for your specific order date.

    *What if my arrangement arrives damaged or wilted?

    If your arrangement doesn't meet quality standards:

    1. Take photos immediately

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

    3. Email photos to jw.flower.syd@gmail.com or DM us on Instagram

    We'll assess and may offer a replacement, partial refund, or store credit.

    *How long will my flowers last?

    With proper care, most arrangements last 5-10 days. You can find flower care tips on our Instagram @jwflower.syd or website.

  • *How can I contact you?

    For urgent enquiries:
    📱 Instagram DM: @jwflower.syd (monitored 24/7 - fastest response!)

    For general enquiries:
    📧 Email: jw.flower.syd@gmail.com (response within 1-2 business days)

    *When will you respond?

    • Instagram DM: Within a few hours

    • Email: Within 1-2 business days

    *Can I visit your location without an appointment?

    We operate by appointment only for pick-ups. Please place an order first and schedule a pick-up time.

  • *Do you do weddings?

    Please contact us directly via Instagram DM or email to discuss wedding florals. We'd love to hear about your special day!

    *Can I order for corporate events?

    Yes! For bulk or corporate orders, please contact us at jw.flower.syd@gmail.com with details about your event.

    *Do you offer same-day or next-day delivery?

    Unfortunately no. We require a minimum of 3 days advance notice to source the freshest flowers for your order.

  • All our photos are copyrighted. Unauthorized use may result in legal action. For licensing inquiries, email jw.flower.syd@gmail.com.

  • DM us on Instagram: @jwflower.syd (24/7 monitoring)

    Email us: jw.flower.syd@gmail.com
    Visit: www.jwflower.com.au

    We're here to help!