Melissa's Florist and Gifts Frequently Asked Questions

Do you offer same day delivery?

Yes, we provide same day delivery if you order before our cut-off time.

What is the cut-off time for same day delivery? 

For same day delivery, make an order before 12 PM EST. Orders received after 12pm will be delivered the following day or on your selected day.

What do you do if there’s no one home when you deliver?

If no one is home to receive the flower delivery, our delivery drivers will leave them in a suitable place in front of the door if appropriate and safe. Don’t hesitate to let us know in the delivery instructions at checkout if you prefer otherwise. Keep in mind that extra delivery fees will apply for re-delivery. 

Can you guarantee delivery on a specific date?

Yes, we 100% guarantee delivery on your selected delivery date on your order! Provided that there are no delivery issues, like incorrect delivery address or the place is closed, your order will definitely be delivered on that exact day. To check your delivery date, review your ‘Order # [order number] confirmed’ email or ask our live chat or call us. 

Can I request delivery at a specific time? 

We will see on the day. We get busy and we can’t guarantee requests for specific delivery times, but we will try our best. You can provide an estimate time frame in the Delivery instructions section on the checkout page (eg. 10am - 2pm), but we can’t guarantee our delivery drivers will make it. We recommend contacting us before placing your order and we will let you know if the delivery time is possible. 

On special occasions like Valentine’s Day, we only guarantee delivery on the selected date and we cannot guarantee delivery at a specific time.

We understand that certain addresses may have opening hours. That’s okay and with enough notice, we will deliver before the address closes. However, when this order comes last minute right before the cut-off time, on the same day for same day delivery, we recommend calling us to confirm delivery. 

Can you schedule a delivery at a specific time for a funeral flowers order? 

Absolutely! We take care of specific delivery times for funerals. We guarantee your funeral flowers arrives at the provided address and before the funeral service start. Make sure the funeral room and funeral time is right. Always contact us if you are feeling unsure. 

What time will my order be delivered?

We deliver from anytime between 8am to 7pm, our business hours. If you want to track the status of your delivery, ask our live chat or contact us. Rest assured that your order will be delivered on the day you chose no matter what. We provide email updates that notify you when your order is prepared, ready for delivery and delivered.

Can you notify me when the flowers have been delivered? 

Once your flowers have been delivered, you will receive an ‘Order # [order number] delivered’ email. For phone confirmation, you can request that in the note section at checkout or call us at anytime. We are here to help! Track the status of your order with our tracking emails or our live chat. On super busy days, we might not send a flowers delivered email until later that day, but always feel free to call and double check if you’re worried! 

Where do you deliver? 

We deliver in Melbourne only. We deliver to all local suburbs. To find out if we deliver to your suburb, enter your address at checkout or contact us. 

Can you deliver to Businesses, Schools or Hospitals? 

Yes, we 100% deliver to businesses, schools and hospitals. Please provide all necessary information, like the business opening hours, hospital ward, bed number and recipient name. If we must leave the flowers at reception, please let us know at checkout. Please keep in mind that hospitals do not accept any deliveries in the ICU unit. Make sure to double check that the business or school is open on that particular day. Make sure to double check that the patient is still in the hospital and not discharged. A failed delivery because of wrong information will incur, in the case you choose re-delivery, re-delivery fees. 

Can you deliver to apartments or flats?

Yes, we deliver to apartments and flats. For a successful delivery, please provide detailed delivery instructions - the apartment number and recipient’s contact details. Keep in mind that complexes, apartments and flats may have additional address details. 

Do you deliver outside of Melbourne?

No, currently we operate exclusively in the city of Melbourne and not to regional suburbs. 

If you’re overseas, you can certainly place an order for a loved one in Melbourne with our hassle-free 24/7 online shop.

Do you deliver on public holidays?

Usually we are open on public holidays and deliver on public holidays too. Always here for you! Please contact us to confirm. Thanks.

How can I track my order?

To track your flower delivery, look up ‘Order # [order number]’ from Melissa’s Florist & Gifts in your email. Alternatively, contact us and our staff will help you. 

My order was not delivered.

Our live chat, phone and email are all available for your enquiries during our business hours. Contact us to investigate the reason behind the undelivered order. We are here to listen and will work to resolve the matter quickly and fairly. 

What if I don’t have the exact delivery address?

Please refrain from placing your order. We require an exact address in order to sucessfully complete delivery. Contact the recipient and confirm the delivery address before ordering. A wrong address is not a nice surprise.

Can I add delivery instructions to my order?

Definitely! There’s a special notes section at cart and a delivery instructions section at checkout. Although we can’t guarantee specific delivery times, we try out best to meet your requests. For funeral flowers, we guarantee on-time delivery. 

What happens if I provide the wrong address and delivery cannot be made?

If the flowers have not been delivered yet, and you inform us before it’s too late, we can update the delivery address, but the delivery fee may fluctuate depending on the new delivery cost. If the new delivery fee exceeds the original delivery cost, you are expected to pay for the excess. For example, if your original address was eligible for free delivery, and you decide to change the address and the new address is not eligible for free delivery, you will have to pay the correct and appropriate delivery fee. 

If the delivery has already taken place, changing the delivery address will incur a new delivery fee. $10.00 re-delivery fee is a point of reference. If we are unable to take the flowers back from the wrong address, you will also need to pay for the flowers again. To action repayment, open the link emailed by Melissa’s Florist & Gifts and pay at checkout.

To arrange a re-delivery, please contact us immediately. If the delivery driver is off duty and we are unable to re-deliver on the same day, you must arrange a new delivery date with us.

How much does delivery cost?

To find out the cost of delivery, place an order and proceed to checkout. At checkout, type in the address and allow the delivery cost to calculate. We provide free delivery to select suburbs. 

Can I pick up my flowers from Melissa’s Florist & Gifts?

Yes, you can pick up orders from our store. Select a delivery date and specify a pick up time. Then select pick up at checkout. Don’t worry about the estimitaed pick up time provided to you. We will call you to pick up if you forget. 

Can I add a card and message with my order?

100%. On the product page, write your message. We hand-write your message on a high-quality card, embellished with the right design for your occasion. You can also choose a premium Australian-design card in order to write a longer message. We understand that your message is just as important as your flowers, so we ensure your message is carried over word for word. A gentle reminder to jot down the sender’s name if you want the recipient to know who sent the flowers. 

Can I make changes to my order?

Sure, we can take on changes to your order - address updates, card messages, delivery instructions or changes in products - on the condition that we have not yet delivered your order, and you contact us as soon as possible! If we have already delivered your order, changes are not possible. 

What happens if I need to cancel my order? Will I be charged? 

If your flower arrangement has not been made or delivered, you can cancel your order and receive a full refund. However, once your order is in transit or has completed delivery, cancellations are no longer possible. 

On busy occasions, like Valentine’s Day or Mother’s Day, we recommend calling as soon as possible to cancel because we may take longer to respond. 

This policy only applies to good faith bona fide cancellations. We do not tolerate misuse of our Cancellation Policy. 

Will I receive an invoice?

Should you need an invoice, please contact our friendly staff and we can arrange an order invoice for you.

Can I place multiple orders for multiple delivery addresses?

You can only select one delivery address per order. If you need to send flowers to different delivery addresses, make separate orders for each address. 

Can I order over the phone?

Yes, we gladly accept phone orders. Our staff will help you place an order over the phone.

What can I do if I made a mistake in my order?

If you made a mistake in your order, please contact us as early as possible so we can resolve the mistake. Once your flowers have been delivered, we can no longer change your order. 

How do I place an order on your website? 

To place an order on our website, select a product, fill in the delivery information form, proceed to checkout, enter your delivery address and enter your payment details.

Will the flowers you send look exactly the same as the pictures on the website? 

You can expect your flowers to look as similar or close as possible to the picture. Flowers are an artistic, organic product.  The florist’s style and seasonal availability of certain flowers might affect the end product. As the seasons change, so do our blooms. We try our best to match what you see and only substitute with a similar flower of equal or greater value. We always ensure we send something similar and just as pretty!

Will there be substitutions in my product? 

As the seasons change, so do our blooms. We try our best to match what you see and only substitute with a similar flower of equal or greater value. We always ensure we send something similar and just as pretty!

Can I request a custom flower arrangement?

Of course! Please contact us to arrange your bespoke and custom flower arrangement. Our florists are here to help!

What can I do if I am not happy with the flowers I received?

Our live chat, phone and email are all available for your feedback during our business hours. Please contact us and we can work out a solution together. We are here to listen and will work to resolve the matter quickly and fairly.