Information

Quality & Flower Maintenance

At The Lone Hydrangea 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. The Lone Hydrangea 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 The Lone Hydrangea to guarantee the flower quality in every case.

 

Three Day Return 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, The Lone Hydrangea will be happy to resend new set of flowers. The Lone Hydrangea reserves the right to request photos or images of the original flowers. The Lone Hydrangea requires that any dissatisfaction with the freshness of the flowers be communicated to The Lone Hydrangea 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 03 9824 4841  to discuss any queries or concerns you may have in relation to your flowers sent or received. A number of resolutions may be available to you and are subject to your particular situation.

Note: All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased or to the paypal account, if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher to the same amount paid will be issued for all cash purchases.

 

Cancellation Policy

Should you need to cancel your order, money will be refunded less a $50 administrative fee, ONLY IF notice is received by The Lone Hydrangea at min. 24 hours prior to the scheduled delivery date. We are unable to cancel orders that are already prepared and are with our courier for delivery. Cancellations received after the applicable period stated above (ea. if delivery is on the same day) are void. You may opt for the full refund value to be issued in a form of a gift voucher to avoid administrative fee. Call us on 03 9824 4841 to discuss your options.