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Teleflora Terms and Conditions Policy


By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. Our Network and its subsidiaries may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by these Terms and Conditions, as amended.

Terms and Conditions

Same Day Delivery

Same delivery is guaranteed throughout New Zealand on orders placed before 2pm in the recipient's time zone, Monday - Friday and 10am Saturday. Same day delivery can be available on orders placed after these times, but it is not guaranteed. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm.

Same Day Delivery Exclusions:
There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case, Teleflora will notify you with alternative delivery options. Most same day deliveries require a 3 hour turn around. While we will try our best, we cannot guarantee delivery to hospitals, businesses and funeral services without a minimum 3 hours notice.

Weekend and Public Holiday Delivery

Flowers - Saturday Same Day Delivery
Delivery of flowers by a Florist can be arranged throughout most of New Zealand if the order is received before 10am in the recipient's time zone. Rural, restricted and remote deliveries may not have Saturday deliveries. If you are concerned please contact us to confirm delivery details.

Flowers - Sunday Delivery
Delivery is not guaranteed for Sunday and generally not available. If Sunday delivery is preferred, it is advised that you make prior arrangements for this delivery with Teleflora.

*Same day cut off and delivery times do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day, Easter and Christmas. Please check the website for the order cut off times for these days.

Flowers - Public Holidays
As most couriers do not work on public holidays delivery of flowers is generally not available on public holidays. Orders received on public holidays will be delivered on the next working day without notice to the customer.

Delivery Confirmation

If you haven’t received an order confirmation and are simply wanting to know that your order has been received by Teleflora, please contact our friendly Customer Service Team on 0800 909 090. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.

Should you be seeking confirmation that your intended recipient has taken delivery already or to get an updated delivery time, please be aware that we don’t have the ability to track your order and so therefore are unable to provide you with a delivery confirmation or expected time of delivery. In our experience, recipients generally contact you shortly after delivery to thank you for their gift either by phone, email or SMS. Bereavement orders can be a little different. We find that flowers sent to funerals or soon after a funeral service can take a couple of days to be acknowledged simply because of the sheer number of flowers received at the one time.

Should you have reason to be concerned that your order hasn’t been delivered on the nominated day please firstly check your order confirmation to ensure the correct address was provided and then please confirm with your intended recipient that they aren’t in receipt of their gift. Be sure to have them check that it hasn’t been left at a front or back door that may not get used. Whilst we understand that this can be an uncomfortable call to make, we often find that there are reasons why the recipient hasn’t phoned you immediately upon receipt. Should the address be correct and you’ve spoken to the recipient who has confirmed they are not in receipt of your gift, please contact our Customer Service Team on the number provided above and they will be more than happy to investigate the matter further.

Designer's Choice

In selecting something from our Deal of the Day or Designer's Choice range you are accepting that our florist will create a stunning unique bouquet or arrangement using the freshest seasonal flowers available. We advise that requests for specific flowers cannot be met. Complaints relating to either a Deal of the Day or Designer's Choice selections must be received within 2 weeks of delivery with an accompanying photo. Petals Network will consider whether the value is correct, if the flowers are of good quality and if any specific requests were not fulfilled in terms of colour palette only. Discussion relating to styling/taste not meeting the customer's or the recipient's expectations will not be entered into.

Privacy Policy

Our Network and its subsidiaries is committed to the protection of personal information in compliance with National and International Privacy laws and in particular the Australian Privacy Amendment Act 2001. Teleflora and it's subsidaries will maintain the integrity of data collection, use and disclosure, accuracy, security, openness and access as outlined in the following document. Please click here for more information on our Privacy Policy

Credit Card Security

This website is secured using McAfee Secure. This ensures that all information sent to Teleflora via the World Wide Web will be encrypted. If any other Internet user intercepts the communication, he/she will only be able to see it in an encrypted (garbled) form. Certificate technology allows us to decrypt the information and view it in plain text form. You can view a web site's digital certificate directly - click on the secure icon for details of the SSL certificate.

For additional security, you will be diverted to a bank's website where you enter your payment details.

Teleflora does not see your credit card number and does not have access to that information.

Substitution Policy

Images found on this site are used as guides only and may not be exactly the same as the final product. The stem count and contents for each product will vary due to regional availability and prices.

Our Members reserve the right to make fair and reasonable substitutions according to the practical availability of flowers, items and containers.

Please read our Subsitution Policy here for more information.

Translation Policy

Our policy is to leave the card message in the language that the order was received in. However, if you require the message to be translated into another language, please specify in the 'special instructions/comments' field on the order form and we will do our utmost to translate the card message. However, we cannot guarantee that a translation will be possible and cannot guarantee the accuracy of the translation.

Recipient "Not at Home"

Teleflora and Network Members are not responsible for deliveries if the recipient is not at the location at the time of delivery or if incorrect or incomplete information is provided. If you are the customer, you must make sure that the recipient will be at the location on the date given on the order form for delivery or provide alternate instructions.

It is recommended that a contact phone number for the recipient be provided on the order form so that should the courier have difficulty locating the address or is having difficulties accessing a building, the courier can contact the recipient to check if they are at the location before they attempt to deliver the gift. If you do not wish the recipient to be contacted you need to provide alternative contact details. If a phone number has not been provided on the order form and the recipient is either not at the location when the delivery is made or the courier has difficulty locating the delivery address completely they may do one of the following:

  • Leave a "not at home" card at the recipient's location and return the order to the florist. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if the supplying florist has to deliver the gift more than once. Alternatively, the recipient may arrange to collect the order from the florist.
  • If the courier deems the location to be a "safe" location the item will be left at the address provided. In these cases, delivery will be deemed to have been made successfully. If you do not want the order left at the address please ensure this information has been provided in the special instructions field on the order form.

Fees and Charges

Teleflora prices include a delivery and service fee in the total price shown at the checkout.


Teleflora and Network Members will try their best to deliver any gift, but we do not guarantee the delivery of any product if one of the following occurs.

  • Recipient refuses to accept delivery of the gift.
  • Address provided is incorrect.
  • Occupants are not at the location and do not respond to the "not at home" card left by our courier.

If one of these instances occurs, we may judge that the delivery has been made.


Teleflora cannot cancel any order that has already been made up by the supplier, even if the order has not been delivered.


It is not normally policy to refund the price of the product. However, as every customer and gift is individual, (and therefore may require a decision on a case-by-case basis), please contact us so we can determine the best solution to the problem.

Teleflora is also able to provide other solutions, such as resending the gift, or resending a different gift of the same value.

Time Sensitive / Difficult Deliveries / Hospital Deliveries

Due to the difficult nature of delivering for the following events/places, Teleflora and its suppliers cannot guarantee delivery to certain locations and times.

While we will try our best to make sure that your gift is received at the event/place, we do advise you to include a secondary address for delivery. The recipient of the gift must be available at this address after the end of the event.

Delivery to difficult and remote areas may incur extra delivery, above that already allowed in the gift value. The payment of extra delivery is the responsibility of the customer and orders can not be delivered without such payment.

Note: That if the alternate delivery address is in a different area, and therefore requiring the services of a different supplier, Teleflora may not be able to assist with the redirection without wastage and delivery charges being paid to the initial supplier.

At Teleflora we try our best to ensure your flowers are delivered on time to the right location. Unfortunately, Teleflora cannot offer same day delivery or deliver to some locations due to their remoteness. Some deliveries may be required to be collected from the nearest town or depot, if this is the case the recipient will be notified.

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.

We do not guarantee delivery to the following timed events:

  • Funerals
  • Wedding Receptions
  • Parties
  • Functions

We do not guarantee delivery to the following places:

  • Hospitals (especially Intensive Care Units)
  • Army, Airforce and Naval Bases
  • Ships
  • Jails
  • Secure Buildings
  • Hotels
  • Mines

Timed Deliveries

Teleflora cannot guarantee specific delivery times for any orders, due to the dynamic nature of couriers and traffic.

While we offer customers the opportunity to nominate a preferred time of delivery, including "as soon as possible" (ASAP), it is not possible to guarantee that these times will be achieved. Teleflora uses a network of local florists around the world to deliver flowers so that you get the freshest possible gift. Consequently, there are often local reasons why an order can not be delivered within your preferred time frame.

We suggest you restrict your requests to AM or PM delivery or ASAP if that is important to you. Such deliveries can only be made during local business hours.

Also, it is usually possible though not guaranteed to deliver on a Saturday up to noon. It is not usually possible to deliver on Saturday afternoon or Sunday or on national public holidays.

If the flowers are for a timed event like a funeral, the florists will do their best to assist. However, we strongly recommend that you give an alternative address so the flowers can be delivered there if too late for the timed event.

Note that if the alternative delivery address is in a different area, and therefore requiring the services of a different florist, Teleflora may not be able to assist with the redirection.


Teleflora does not guarantee the delivery of alcohol with all purchases in New Zealand.

Why Teleflora does not guarantee the delivery of alcohol with all purchases:

  1. Teleflora is unable to guarantee the recipient of the gift is over the legal age in that state or country.
  2. The recipient of the gift may have certain religious beliefs
  3. Certain countries or States have laws that prohibit the sending of alcohol
  4. Certain countries or States require florists to possess a licence to send alcohol with flower orders

Personal Information

Please refer to our Privacy Policy here.

Quality Assurance

Our Network comprised of florists and relay organisations around the world. Every effort is made to deliver flowers and gifts on the day requested and in a condition that reflects the high standards set by our network of suppliers.

Quality complaints must be received within 2 weeks of delivery. A quality complaint is anything to do with an order that was delivered including but not limited to poor quality, missing items, expired items, wrong items, and value of items and so on. A photo is highly recommended for quick resolution to quality complaints.

Non delivery complaints must be received within 1 month of the delivery date.

Complaints received after this time frame will be considered on an individual basis, however after this time there is no guarantee of compensation.


By accessing, browsing or using this website, you agree to the terms, conditions and disclaimers. By purchasing an item advertised on this website, you agree to be bound by these Terms and Conditions. Teleflora may amend these Terms and Conditions from time to time and any amendment will become effective immediately. Your continued use of this website after amendment constitutes an agreement to abide by and be bound by those Terms and Conditions, as amended. To view our Terms of Use, please click here.

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