Terms of service

Last updated: 21 August 2026

Who owns what. This page is the contract: who we are, the Australian Consumer Law, change-of-mind cancels, the Triple Guarantee, flower care, and unattended leave. How to claim, and the quality / non-perishable process, sit in the Refund Policy. Cut-offs, fees, delivery windows, leave-if-out, public holidays and StarTrack sit in the Shipping Policy. Personal information sits in the Privacy Policy.

1. Who we are

These terms are between you and Fig & Bloom Pty Ltd (ABN 79 622 519 135).

We design and deliver made-to-order flowers and gifts from our own studios:

  • Melbourne: Ground Floor, 274 Wingrove Street, Fairfield VIC 3078
  • Sydney: 62-64 Australia Street, Camperdown NSW 2050
  • Brisbane: 31 Jeays Street, Bowen Hills QLD 4006

Contact: service@figandbloom.com or 1300 447 934.

When you place an order on figandbloom.com you contract with us on these terms, plus the product, date, method and fee shown at checkout. If anything on this site (including Help Centre copy or a box you tick at checkout) is weaker than a consumer guarantee, the guarantee wins.

2. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Goods must be of acceptable quality, match the description we sold you, and be fit for the purpose we said they would meet.

Delivery and other services must be provided with due care and skill, and within a reasonable time if no time was agreed.

Major failure. You may choose a refund or a replacement. A major failure includes goods that are substantially unfit, substantially different from the description, or that you would not have bought if you had known the problem.

Minor failure. We will fix it in a reasonable time, usually by replacing or re-delivering. If we cannot do that promptly, you may treat it as a refund case.

Repair is rarely useful for cut flowers. The real remedies are replace, re-deliver or refund.

These remedies cannot be excluded by this website, a Help Centre article, or anything you tick at checkout. Store credit is only if you choose it. We will not use store credit instead of a refund you are entitled to.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel the service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure is not a major failure, you are entitled to have problems with the service put right in a reasonable time and, if that is not done, to cancel and obtain a refund for the unused portion.

Quality, description, late and due-care claims are not cut off by 24 hours or 48 hours. Contact us as soon as you reasonably can. How to claim is in the Refund Policy.

3. Change of mind (not a quality claim)

Flowers are perishable and made to order. We may limit a change-of-mind cancel or return.

  • If you cancel more than 48 hours before the delivery time we sold you, and we have not yet made the order, we may charge a 50% administration fee. We will tell you the amount before we process the cancel.
  • If you cancel inside 48 hours of delivery, or after delivery, and there is no quality, description, timing or care problem, we do not have to refund. Any credit is at our discretion.

This 48-hour / 50% rule is a change-of-mind rule only. It is not a bar on a claim that the flowers were late, not as described, not of acceptable quality, or that delivery was not done with due care and skill.

Eligible change-of-mind refunds go back to the original payment method.

4. Triple Guarantee (metro and local firm dates)

For metro and local deliveries sold on a firm date, we make this express promise on top of the Australian Consumer Law:

  1. On time. We deliver on the date we sold you. If we miss that firm local date, that delivery is free. We refund the delivery fee, or the order if the occasion has passed and a late replace would be pointless. On-time or it is free applies to firm local dates only. It does not apply to a StarTrack or regional window that checkout described as a day either side. That window is in the Shipping Policy.
  2. As pictured. The arrangement will match the style, size and look of the product we sold. Checkout says images show size, scale and aesthetic, and that stems are seasonal. Like-for-like seasonal stem substitution is not, by itself, a failure. The wrong product, the wrong size, a missing add-on, or a bunch that is nothing like the style sold, is a failure.
  3. Fresh for seven days. With reasonable care (the steps in section 5), the flowers should last seven days. If they were reasonably cared for and fail inside seven days, that is a failure.

If we miss any limb we will replace, re-deliver or refund. For a major failure, you choose refund or replacement.

We will not require spent flowers to be in original condition. We will not make pickup of spent flowers a condition of a remedy. If a pickup is practical we may offer it. It is not required.

5. How to care for the flowers

You can generally expect flowers to last seven days if they are cared for. These steps help:

  1. Cut stems on an angle as soon as you receive them (in or under running water if you can).
  2. Use a clean vase and fresh water.
  3. Check the water and change it completely every two days.
  4. Keep them out of direct sunlight.
  5. Keep them away from drafts and air-conditioning.

6. Unattended leave

If you, or the order notes, authorise us to leave the flowers if no one is home, we will leave them in a reasonable place and, where we can, take a scan or photo.

We do not say we have no liability after leave.

  • Left without authority, or left in a place that was not reasonable (for example in hot sun, in rain, or in public view when the gift needed a person): that is a due-care issue. We will replace or re-deliver.
  • Left as authorised, in a reasonable place, and later heat, theft or delay ruined them: that is usually not a quality failure at delivery.

Saturday metro deliveries may be left without a signature if no one is home, still in a reasonable place. If we leave them with a neighbour we will leave a card.

If a concierge or security desk must take the flowers, that is delivery to the building. It does not cancel the consumer guarantees if the flowers were already poor.

7. Recipient not home

If we attempted delivery as agreed and no one was home, we will re-attempt or arrange another delivery. That is not an automatic refund, unless we failed to offer a reasonable next step, or we were already late against the sale date.

If a redelivery is needed because you gave us the wrong address, or there was no safe place and no one was home, a redelivery fee for that area may apply. We will contact you first. If the redelivery is our fault, there is no fee.

If you choose to collect, pickup is from the studio that made the order (Fairfield, Camperdown or Bowen Hills). We do not offer pickup from Kew.

If we cannot reach you, we may call the recipient. We keep your details confidential.

8. Coupons

Unless we say otherwise, coupon and discount codes are non-transferable, one per order, and not stackable. If a code was not issued to you, we may charge the value of any discount wrongly obtained.

9. Alcohol add-ons

Alcohol add-ons are only available where we can lawfully supply them and will show at checkout.

10. Flower Club

Price, frequency and pause or cancel rules for Flower Club are on the product page and at checkout. They are not set out here.

11. Related pages