Terms of service

General Terms & Conditions – Online & In-Store Shopping

Minimum Spend

Stalks & Stems does not have a strict minimum spend. If you would like to order outside the price options listed in our online store, please call us on (07) 3391 5544 to arrange your order over the phone. All prices are listed in AUD and include GST.

Delivery Days and Cut-Off Times

Same-day delivery to residential and business addresses is guaranteed only when orders are received before 11:30am Monday to Friday, or before 9am on Saturday.

We do not deliver on Sundays or public holidays. In-store pickup is available seven days a week from our Woolloongabba boutique during opening hours, including Sundays between 9am and 3pm.

If your order is placed for same-day delivery but reaches us after the relevant cut-off, we reserve the right to send it on the next available delivery day without further notice.

Delivery Areas and Fees

Delivery fees are calculated automatically at checkout based on the delivery postcode. A small number of outer areas are available for next-business-day delivery only, and this will be shown to you at checkout when you enter the address.

We are unable to deliver to some suburbs. If your address falls outside our delivery area, checkout will let you know, and you are welcome to call us on (07) 3391 5544 to discuss options or choose in-store pickup instead.

For orders containing multiple items, an increased delivery fee may apply.

Delivery Times

We deliver throughout the day and cannot guarantee delivery within a specific time window. If the recipient finishes work early or has other timing constraints, please leave a note at checkout and we will do our best to accommodate the request, though it cannot be guaranteed.

If a delivery must arrive by a particular time, please contact our team before completing your order. We cannot accept responsibility for deliveries arriving after an unconfirmed preferred time.

Addresses and Contact Information

It is the customer's responsibility to provide complete and accurate contact details, including phone numbers and email addresses, for both themselves and the recipient. We accept no liability for problems arising from invalid or incorrect details.

Where incorrect address details have been supplied, a re-delivery fee will apply to deliver to the correct address, and in some cases a fee may also apply to return the order to our store.

Recipient Not Home

If the recipient is not home, our driver will leave the flowers in a shaded, safe and visible location. If no safe location has been nominated, or the driver considers the property inaccessible or unsafe due to locked gates, animals or similar, they will attempt to contact the recipient for instructions. If the order is returned to our store, we will attempt to contact the customer and a re-delivery fee will apply. Retrieving the flowers and following the care instructions provided remains the responsibility of the customer or recipient.

Deliveries to Receptions

We accept no responsibility for orders accepted on the recipient's behalf by front desk, reception, concierge or security staff, or for orders received by a third party that are not subsequently passed to the intended recipient.

Unattended Deliveries

Where permission has been given to leave a delivery unattended, we accept no responsibility for damage caused by extreme weather, or interference by animals, children or theft.

If flowers are left as instructed and it becomes apparent the recipient is away for an extended period, we are not obliged to collect the order, send a replacement, or provide a refund.

Cancellations, Refunds and Date Changes

Cancellations require a minimum of 24 hours notice prior to the requested delivery or pickup date. Refunds are processed less $20 to cover administration costs.

Order dates may be changed at no charge with at least 24 hours notice. Charges may apply for changes requested within 24 hours of the original date.

Orders that have already been made up or are in transit are not eligible for cancellation or refund. In exceptional circumstances we may be able to redirect a delivery to a different address, and fees may apply.

Flower Availability and Substitution

We will always aim to deliver an arrangement closely resembling the one pictured, but photographs are for inspiration only and no two arrangements are identical. Our designers take great pride in their individuality and creativity when designing your order.

No flower type or variety can be guaranteed, owing to natural growing conditions, quarantine restrictions and seasonal availability. Suitable substitutes will be used at our discretion where a pictured variety is unavailable, and every effort will be made to complete your order as listed.

We reserve the right to alter the vessel where required to complete a design professionally and to brand standard. Where a substitution is required within a hamper, we will make every effort to contact you first.

Flower Care

It is the recipient's responsibility to follow the care instructions provided with their flowers. Where care instructions have not been included, our flower care guidance is available on our website.

Returns and Refunds

We handle returns and refunds in accordance with Australian Consumer Law.

Flowers are a perishable natural product and lifespan varies by species and season. As a result, goods will not always appear exactly as pictured on our website, and by accepting these terms you acknowledge there may be differences between our photographs and the arrangement delivered.

We must be notified within two days of purchase for all refunds or returns. We do not accept returns based on change of mind or design preference. Where flowers perish within three days of purchase and all care instructions have been followed, or where we have supplied incorrect goods, we may provide a replacement or gift certificate at our discretion.

We reserve the right to request images of the original goods for our records. Replacements will not be sent where the original goods have been disposed of or images cannot be provided.

Delivery of Alcohol

Under liquor licensing requirements, alcohol may only be sent when accompanying flowers, plants or gifts.

Orders containing alcohol will not be left unattended, and a recipient must be present to receive the order. It is the customer's responsibility to ensure a person aged 18 or over will be available. We will not deliver alcohol to anyone under 18, and re-delivery fees will apply if a second attempt is required for this reason.

Disclosure of Customer Information

We may be required to disclose information in good faith in certain circumstances, including where required by law or by a court, to enforce the terms of our customer agreements, or to protect the rights, property or safety of our customers, third parties or Stalks & Stems.

Competition and Consumer Act

For the purposes of Schedule 2 of the Australian Consumer Law, in particular Sections 51 to 53, 64 and 64A of Part 3-2, Division 1, Subdivision A of the Competition and Consumer Act 2010 (Cth), our liability for any breach of a term of this agreement is limited to supplying the goods or services to you again, replacing the goods, or paying the cost of having the goods or services supplied to you again.

You must be over 18 years of age to purchase alcohol products through this website.

Stalks & Stems reserves the right to amend these Terms and Conditions when required, and amendments take effect immediately upon publication.