Refund & Return Policy

At En Masse Florals, we take pride in the quality and freshness of our flowers and products. Due to the perishable nature of fresh flowers, all sales are generally considered final. However, customer satisfaction is important to us, and we will work to resolve any issues promptly.

Damaged or Unsatisfactory Products

If your flowers or products arrive damaged, incorrect, or in an unsatisfactory condition, please contact us within 24 hours of delivery. To assist with your claim, we may request photographs and details of the issue.

Where appropriate, we may offer:

• A replacement arrangement;

• Store credit; or

• A full or partial refund.

Order Changes and Cancellations

Orders may be changed or cancelled up to 24 hours before the scheduled delivery date. Requests made within 24 hours of delivery may not be eligible for cancellation or refund, as preparation may have already commenced.

Custom event, wedding, and large-scale orders may be subject to separate cancellation terms outlined in the client agreement.

Delivery Issues

If a delivery cannot be completed due to an incorrect address, recipient unavailability, or other circumstances beyond our control, additional delivery fees may apply. Refunds will not be provided for failed deliveries resulting from incorrect information supplied by the customer.

Non-Refundable Items

The following are not eligible for return or refund:

• Fresh flowers after delivery and acceptance;

• Custom-made floral arrangements;

• Gift items that have been opened or used;

• Any clothing item, soft toy, opened beauty products;

• Orders cancelled after preparation has commenced.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement, refund, or other remedy where required by law.

Contact Us

For any concerns regarding your order, please contact us as soon as possible with your order number and details of the issue.