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Customer Service

 

alflorist queries:- please call our central 1300 number:-

1300 55 99 10 

 

Shipping & Delivery

ALL ONLINE ORDERS:-

As soon as successful payment is made to ALFLORIST via PAYPAL,
customers should immediately recieve an email notice from us.
(example - below)

Alflorist <http://www.alflorist.com.au/>

*Hello*,
Thank you for your order from AL FLORIST. Once your package ships we
will send an email with a link to track your order. You can check the
status of your order by logging into your account
<
http://www.alflorist.com.au/customer/account/>. If you have any
questions about your order please contact us at
info@alflorist.com.au
<mailto:
info@alflorist.com.au> or call us at 1300 55 99 10.

Your order confirmation is below. Thank you again for shopping with
alflorist.


     Your Order #100000131 (placed on 11 January 2011)

Billing Information:            Payment Method:
John Doe
1336 The Horsley Drive.
Bossley Park, NSW 2176
Australia
T: +61 2 9610 7726             


Shipping Information:           Shipping Method:
Jane Doe
9/39 Alvisio Close
Edensor Park, New South Wales, 2176
Australia
T: 0416 107 729            Free Shipping - Australia (Nationally)



Item    Sku     Qty     Subtotal
*Flirt - 2 RED ROSES - (vase)*  739-AU  1       $ 51.00
Subtotal        $ 51.00
Shipping & Handling     $ 0.00
*Grand Total*   *$ 51.00*

Card Message : On this special day, I love you with all of my heart.
Delivery Date : 11/01/2011

Thank you again,

*AL FLORIST*

(end of example)

 

DELIVERY POLICY 

Standard Same Day Delivery - Australia Only 
ALFLORIST offers a Standard Same Day Delivery service Monday to Friday, Australia wide.

All orders pending for Same Day Delivery must be placed before 10:30am. Any orders placed after 10:30am will be processed and generated the following business day. Conditions may apply for this service as it largely depends on the distance of your desired delivery location and availability of flower delivery couriers. According to Country of destination (including distance of delivery location) delivery charges will be structured as follows:-

FREE DELIVERY:- for all AUSTRALIAN destinations Nationally, and for all OVERSEAS destinations, delivery will be calculated and added to total cost. 

(For all orders placed online for Same Day Service after 10:30am, please call our central number:- 1300 559 910 to verify if we are able to generate the order for Same Day Delivery.)

 

 

Weekends and Holidays - National and International
Please note that we offer a Monday to Friday Delivery service, which includes selected Saturdays and Sundays to limited areas.
If you are looking to place a delivery order for weekend and holiday dates, please call our central number:- 1300 559 910 to check if the requested dates are suitable for delivery from ALFLORIST. We will try our very best to deliver according to your date and time request on Saturdays and Sundays, but we cannot guarantee any specific dates or timed deliveries including weekends or Holidays. Saturday and Sunday deliveries are available in limited areas for orders placed by 10.30am in the recipient's time zone. In case delivery cannot be made on a particular weekend, then your order will be delivered on the following Monday.


 

International Deliveries

International orders can be placed online and delivered to a number of worldwide destinations. 

Generally, we can process orders bound for international destinations on the same day they are placed. However, we strongly advise that customers allow 24-36 hours notice, as there is no guarantee for same day delivery for international orders.

For all international deliveries, ALFLORIST wishes to advise that the 10:30am cut off for Same Day Delivery for Australia also applies to all international orders for Same Day Delivery.

(Please note: ALFLORIST cannot guarantee Same Day Delivery for all international flower orders, so we strongly advise that you allow 24-36 hours notice before the desired delivery date.)
International flower orders may be placed online, however not all items in the ALFLORIST or INTERFLORA online store menu's are available for international orders.

ALFLORIST may have to substitute product choices with some orders. 

ALFLORIST will endeavor to do it's best with converting all orders placed for international destinations, based on $AUD currency as well as the relevant occasion. Product choices for all overseas destinations will be chosen from the current ALFLORIST or INTERFLORA  - OVERSEAS ORDERS menu.

 

All Overseas destinations may require a minimum of 24 to 36 hours lead time, from the time of ordering to desired delivery date. 

 

 

International Destinations

Algeria Angola Antigua Antilles Argentina Armenia Aruba Australia Austria Azerbaijan Bahama Islands Bahrain Barbados Belarus Belgium Belize Benin Bermuda Bolivia Bosnia-Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Cambodia Canada Cayman Islands Channel Isles Chile China Colombia Cook Islands Costa Rica Croatia Cuba Cyprus Czech Republic Denmark Dominican Republic Ecuador Egypt El Salvador England Eritrea Estonia Ethiopia Fiji Finland-Suomi France French Guyana French Polynesia Germany Gibraltar Greece Greenland Guadeloupe Guam M.I. Guatemala Guyana Haiti Honduras Hongkong-Kowloon Hungary Iceland India Indonesia Ireland Isle of Man Israel Italy Jamaica Japan Jordan Kazakstan Kenya Korea (South) Kuwait Kyrgizstan Latvia Lebanon Liechtenstein Lithuania Luxembourg Madeira Island Malawi Malaysia Malta Martinique Mauritius Mexico Moldova Morocco Mozambique Namibia Netherlands New Caledonia New Zealand Nicaragua Northern Cyprus Northern Ireland Norway Oman Pakistan Palau Panama Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Reunion Island Romania Russia Saint Lucia Saint Pierre Saint Vincent Saudi Arabia Scotland Seychelles Singapore Slovakia Slovenia South Africa Spain Sri Lanka Suriname Swaziland Sweden Switzerland Syria Taiwan Thailand Tonga Trinidad Tunisia Turkey Turkmenistan Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Venezuela Vietnam Virgin Islands US Wales Western Samoa Zambia Zimbabwe


 

Delivery Times

 

Standard Delivery

ALFLORIST can not guarantee specific delivery times, but we do our very best to accommodate orders to desired destinations. 

We deliver Fresh Flowers & Tributes to every destination including funeral homes. We also do our best to make sure that your order is delivered during business hours or on request of timing. Domestic locations should be delivered before 6.30pm.

If the recipient is not at the location of delivery then we may leave the package in a safe location by the door or alternatively with a neighbour. We will continue to try phoning the recipient or our customers who placed the order based on specific instructions given, this will be at the delivery person's discretion. 


Weekend Delivery

Saturday and Sunday deliveries are available in limited areas for orders placed by 10.30am in the recipient's time zone. In case delivery cannot be made on a particular weekend, then your order will be delivered on the following Monday. 

Kindly provide us with an alternative address and telephone number for Monday delivery in the "special instructions box / field" while completing the PayPal payment information. We will do our very best to deliver your order on the weekend.

Once again, we do not guarantee delivery on weekends and any orders needed for weekend delivery,

please call our central number:- 1300 559 910 to verify if your desired weekend is available for delivery. 


Hospital Deliveries

The florists in our ALFLORIST network are experienced with deliveries to hospitals. When placing your order, please be sure to include the hospital name and telephone number, name of the recipient and room number or ward of the recipient.
ALFLORIST will send your gift, flower arrangement or fruit / gourmet hamper in accordance with facility procedures, as some hospitals do not allow florists to personally deliver to individual rooms. 

Please note that many ICU (Intensive Care Unit) patients are not permitted to receive flowers. Please check with the hospital before placing your order with ALFLORIST.


Public Holiday Deliveries

Customers are also advised to take into account any Public Holidays both here in Australia, as well as all international Public Holidays. Orders placed for delivery on weekend dates and Public Holidays may subjected to delivery for the next available business day.

Please be advised that delivery restrictions within our ALFLORIST delivery network may vary between States on public holidays.

However ALFLORIST will endeavor to process and deliver all orders for the desired date as instructed by the customer.

 

 

Privacy & Security

PRIVACY POLICY


ALFLORIST / SYDNEY FLOWER SUPPLIES complies with IPP (Information Privacy Principals) as is required by the Australian Government's Privacy Act.

Information Privacy Principles (IPP) - The IPPs regulate how Australian and ACT government agencies manage personal information.  They cover how and when personal information can be collected, how it should be used and disclosed, and storage including security.  They also allow individuals to access that information and have it corrected if it is wrong.

If you want more detail, see the full text of the IPPs and the Guidelines for IPPs 1-3, 4-7, 8-11.

  •  Purpose of collection of information

The information must be necessary for the agency's work, and collected fairly and lawfully.

ALFLORIST customers have the right to remain anonymous except in circumstances where personal information is required to complete a credit card or account transaction. ALFLORIST will not disclose the sender information to the recipient unless specifically requested to do so by the customer.

 

  • Collecting information directly from individuals

An agency must take steps to tell individuals why they are collecting personal information, what laws give them authority to collect it, and to whom they usually disclose it. This is often done by what is called an IPP 2 notice.

 

ALFLORIST collects personal data for the purpose of fulfilling a specific product or service requested by the customer. Certain information may be required in order to provide this product or service, such as full name of customer and recipient, authorised users, e-mail address, billing address, contact phone numbers and credit card numbers (*NEVER for online orders - ONLY FOR AMEX, or CREDIT CARD offline purchases via telephone)

*ALFLORIST do not store credit card numbers or payment information online - All online payments data is captured and processed by PAYPAL AUSTRALIA.

 

  • General collection of information

An agency must take steps to ensure the personal information it collects is relevant, up-to-date and complete and not collected in an unreasonably intrusive way.

 
ALFLORIST uses COOKIES www.alflorist.com.au/enable-cookies:- A 'cookie' keeps track of the information you provide such as the products in your shopping cart.  ALFLORIST use cookies to let us know that you are a prior customer and to provide certain features such as member options.  We do not store any personal or financial information about you using cookies.  

The majority of web browsers automatically accept cookies, but most allow you to instruct your browser to prevent the use of cookies. You will need to modify your current settings for 'cookies' in the Options menu of your browser, in order to view this site. (You may need to contact your system administrator if you are on a network).

 

ALFLORIST will not disclose any personal information such as your name, address, email, telephone number to any person outside of the company, unless the customer has authorised us to do so or unless required by law to disclose such information. Furthermore, under no circumstances will ALFLORIST sell or receive payments or services for disclosing customer's personal information to any partner or external company.

 

  • Storage & Security

Personal information must be stored securely to prevent its loss or misuse.

 

ALFLORIST uses a secure network and a powerful accounting software package to manage all databases. All Printed orders, Telephone and Fax orders are stored for ALFLORIST internal use in a secure document managed environment.

Online Orders - Currently ALFLORIST does not store customer Credit Card details as all online orders are directed to PayPal - SECURE ONLINE PAYMENT. (With exception to PHONE or FAX orders - RE: secure document management)

 

  • Access & Amendment of information
 
This requires agencies to take steps to record the type of personal information that they hold and to give individuals access to personal information about them.  Personal information can be amended or corrected if it is wrong. 

ALFLORIST collects personal data for the purpose of providing a specific product or service requested by the customer. Certain information may be required in order to provide this product or service, such as full name of customer and recipient, authorised users, e-mail address, billing address and contact phone numbers.

All information recorded can be accessed and amended by ALFLORIST customers accordingly.

 

  • Information Use and Accuracy

This outlines the rules about keeping accurate, complete and up-to-date personal information; using information for a relevant purpose; and only using the information for another purpose in special circumstances, such as with the individual's consent or for some health and safety or law enforcement reasons.


The information collected by ALFLORIST may also be used to inform the customer of additional products and services, which may be of interest to them. All marketing material sent to the customer will include an option for the customer to request removal from mailing or contact lists for any future marketing. As stated above, all information can be amended upon request of the customer and all information is checked for accuracy.

 

  • Limits of disclosure of information

This principle sets out when an agency may disclose personal information to someone else, for example another agency. This can only be done in special circumstances, such as with the individual's consent or for some health and safety or law enforcement reasons.


ALFLORIST will not disclose any personal information such as your name, address, email, telephone number to any person outside of the company, unless the customer has authorised us to do so or unless required by law to disclose such information. Furthermore, under no circumstances will ALFLORIST sell or receive payments or services for disclosing customer's personal information to any partner or external company.

EMAIL PRIVACY
In email communications, there has always been, and always should be, an expectation of privacy between the sender and the intended recipients of a message. ALFLORIST does not share or reveal email content or personal information with third parties. Email messages remain strictly between the sender and intended recipients.

For further information please contact:

Privacy Commissioner GPO Box 5218 Sydney NSW 2001

Privacy Hotline: 1300 363 992 Telephone: (02) 9284 9800 Fax: (02) 9284 9666

Email: privacy@privacy.gov.au

 

Returns & Replacements

Quality and Maintenance

At ALFLORIST, 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 environment and external weather conditions. ALFLORIST ensure only the freshest and highest quality flowers are hand selected and bought each day. Unfortunately once we dispatch our flowers a number of changes in condition may result in their longevity being reduced.

Care instructions must be followed thoroughly in order to increase the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers. Unfortunately, with all the possible variables, it is difficult for us to guarantee the flower quality in every case.


 

Replacement Policy

On average, the flowers should last between 3 and 7 days. Should your flowers perish within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, ALFLORIST will be happy to resend new flowers. ALFLORIST reserves the right to request photos or images of the original flowers.  ALFLORIST requires that any dissatisfaction with the freshness of the flowers be communicated to ALFLORIST Customer Service within 3 days of delivery.

To assist us in quality control, it is our policy to collect the original flowers. 

Regretfully, we cannot arrange a resend of fresh flowers to you if the original flowers are disposed of or images are unavailable.


 

Refunds

As each flower is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call our central number:- 1300 559 910 to discuss any queries or concerns you may have in relation to your flowers being sent or received. A number of resolutions may be available to you and are subject to your particular situation. At ALFLORIST, we aim for complete customer satisfaction and we have a 100% guarantee on our products and delivery. If you are unsatisfied and are not happy with your products, please call our offices and explain your concerns and we will endeavor to solve this problem to the best of our ability.

 

  

Ordering & Substitutions

PRIOR TO ORDERING:- Please refer to PAYMENT PRICING, and PROMOTIONS (see below) as all ONLINE PAYMENT forms will be directed to PAYPAL AUSTRALIA. Any customers wishing to order and pay via AMEX CREDIT CARD can still do so via our OFFLINE / PHONE or FAX ordering system. 


EMAIL ORDERS - Please note:- Due to sophisticated Spyware & Anti Virus screening - there is NO GUARANTEE that we will recieve any orders via personal or third party email hosts. - All customers who by-pass our WEBSITE ONLINE ordering system MUST telephone us to enquire and VERIFY that their email order has been recieved at our Head Office.         Special Note:- For security reasons, if you choose to email us your order, please DO NOT include your AMEX or CREDIT CARD details within your email. All customers wishing to by-pass our WEBSITE ORDERING SYSTEM must telephone our sales team on:- 1300 55 99 10 - to verify that we have recieved your third party EMAIL ORDER. Once this is verified, PAYMENT via CREDIT CARD may be completed over the phone subject to all security criteria being satisfied.

 

PHONE ORDERS:- Please call our experienced sales team from within Australia on 1300 55 99 10 or internationally on +61 2 9610 7726 to arrange delivery. Alternatively you can fax your order, together with payment details, to +61 2 9823 1383.

 

SUBSTITUTIONS - With regard to all orders placed online with ALFLORIST, customers PLEASE NOTE:- Substitutions may be necessary to ensure your fresh flowers, roses, hamper, arrangement or specialty gift is delivered in a timely manner. The utmost care and attention is given to your order to ensure that it is as similar as possible to the requested item.

FLOWERS - In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value. For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color. If the floral container shown online is not available, a similar container will be used. Please check on these substitutions by calling our central number: 1300 559 910 before ordering, if you are in need of a specific colour and flower.

PLANTS - For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color. If the plant container shown online is not available, a similar container will be used.

FRUIT HAMPERS / GOURMET HAMPERS & SPECIALTY GIFTS - All Hampers & Specialty gifts may be substituted with another hamper or specialty gift of equal or greater value and of similar theme and category.

ORDER CONFIRMATION - May be verified to the customer via email or a follow up phone call to the customer after sucessful payment through PAYPAL.

  

Payment, Pricing & Promotions

Payment for all online purchases with ALFLORIST are directed to PayPal Australia:- the secure online payment gateway.

 

 

Don't have a PayPal account?

Use your credit card or bank account (where available). 
eCheque

 

 
AMEX:- All customers wishing to pay via AMEX can still do so via our OFFLINE PAYMENT SYSTEM.
For all AMEX Credit Card purchases, a 3% service fee will be applicable to all orders.
 
OFFLINE PAYMENT - PHONE ORDERS
If you are still uncomfortable purchasing online at ALFLORIST, that's fine! You can call our experienced sales team from within Australia on 1300 55 99 10 or internationally on +61 2 9610 7726 to arrange delivery. Alternatively you can fax your order, together with payment details, to +61 2 9823 1383.

AMEX and OFFLINE PAYMENTS:- For security reasons, if you choose to email us your order, please DO NOT include your AMEX or CREDIT CARD details within your email. We ask that you please telephone our sales team on 1300 55 99 10 - to verify that we have recieved your third party EMAIL ORDER. We can then process your CREDIT CARD payment over the phone. If the CREDIT CARD floor limit is reached, you may be asked to FAX your ORDER, together with CREDIT CARD DETAILS and SIGNATURE to complete the transaction. 

EMAIL ORDERS - Please Note:- Due to sophisticated Spyware & Anti Virus screening - there is NO GUARANTEE that we will recieve any email orders via personal or third party email hosts. - All customers who by pass our WEBSITE ONLINE ordering system MUST telephone us to enquire and VERIFY that their third party email order has been recieved at our Head Office. Once verified, our sales team will then be in a position to process your payment over the phone.

 

PRICING - All prices are subject to change without notice. - Pricing may fluctuate due to season or availability.

 

 

PROMOTIONS - From time to time, ALFLORIST may offer special pricing on all or selected product lines.

ROSES & FRESH FLOWERS - 10% Off list price*

FOR A LIMITED TIME, INCLUDES ALL PRODUCTS ALREADY DISCOUNTED*

Eligible customers must join our LIMITED FREE MEMBERSHIP to receive the 10% DISCOUNT offer.

Simply become a new alflorist member or log in and enter your SPECIAL CODE when purchasing your Fresh Flowers & Gifts to receive your SPECIAL DISCOUNT pricing structure.

Shop online at your leisure, proceed to the view cart / checkout screen. 

(or at any time through shopping, you may click on the MY CART link at the TOP of the screen)

Enter the SPECIAL DISCOUNT CODE

 

Your SPECIAL DISCOUNT CODE is :-

alvie10

 

10% MEMBER DISCOUNT OFFER is currently valid.

ALL MEMBERS using the special PUBLIC CODE will continue to receive various discounts for all future purchases.

 ____________________________________________________________

 

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