Shipping & Delivery Policy

At Rosella Florist Canberra, we take care to deliver your flowers and gifts in beautiful condition. Please provide accurate delivery details and ensure that the sender or recipient can be contacted on the delivery day.

Delivery areas and fees

We offer local delivery throughout Canberra, Queanbeyan and selected surrounding suburbs, subject to availability.

Delivery fees are displayed at checkout. For locations outside our standard delivery area, please contact us before ordering to confirm availability and pricing.

Delivery times

Unless a different delivery window has been advertised or expressly agreed with us, our standard delivery window is 2:00 pm–5:00 pm on your selected delivery date, Canberra local time.

Your order may arrive at any time within this window. If it has not arrived earlier in the afternoon, please allow until 5:00 pm before contacting us about a delay.

Delivery routes are planned across multiple orders, so we cannot guarantee an exact arrival time unless we have specifically confirmed it. A time requested in your order notes is not a confirmed delivery arrangement.

For a funeral, event or delivery that must arrive before a particular time, please contact us before placing your order. Special arrangements are subject to availability and may incur an additional fee.

Traffic, severe weather, access restrictions and other unexpected circumstances may cause delays. If a significant delay affects your order, we will make reasonable efforts to contact you and discuss an appropriate solution.

Accurate delivery and contact details

The person placing the order is responsible for providing:

• The recipient’s full name.

• A complete and accurate delivery address, including any apartment or unit number.

• A valid recipient phone number and sender contact number.

• Any necessary building name, business name, access code, intercom instructions or other delivery information.

Please check these details before submitting your order.

The sender and recipient are responsible for being reasonably available to answer delivery-related calls during the delivery window. Our driver may call from an unfamiliar number.

If you notice an error, contact us immediately. We will try to update the details before dispatch, but changes cannot be guaranteed once delivery is underway.

Apartments and buildings with restricted access

For apartments, gated properties and secure buildings, please provide the information needed for entry and ensure that someone can grant access where required.

If the driver cannot enter the building, they will make reasonable attempts to contact the recipient and, where appropriate, the sender. Drivers cannot wait indefinitely or make repeated delivery attempts during the same run.

If no one can be reached, the driver may leave the order in a reasonably safe, sheltered location at the correct address, where consistent with your delivery instructions.

Shared entrances, public footpaths and exposed areas will not automatically be treated as safe places. If the driver cannot identify a suitable location, the order will be returned to our Dickson store.

When no one is available to receive the order

Unless you have arranged otherwise with us before dispatch, we may leave your order in a reasonably safe location at the correct delivery address if no one is available to receive it.

We may photograph the delivery and notify the sender or recipient of its location. Please arrange for the flowers and gifts to be collected promptly.

Where an order has been correctly delivered with reasonable care, in accordance with the agreed delivery arrangements, we are not responsible for subsequent theft, interference or deterioration caused by circumstances outside our control.

This does not exclude responsibility for our own failure to take reasonable care or any rights you have under the Australian Consumer Law.

If you require the order to be handed directly to someone, please contact us before dispatch to confirm whether this can be arranged.

Incorrect addresses and unsuccessful deliveries

If an address is incorrect or incomplete, access cannot be obtained, or no suitable delivery location is available, and we cannot reach the sender or recipient, our driver will return the order to our Dickson store.

We will contact you to arrange one of the following:

• Collection: The sender, recipient or an authorised person may collect the order from our Dickson store during an agreed collection time.

• Redelivery: A further delivery may be arranged, subject to availability and payment of an additional delivery fee.

Where the unsuccessful delivery results from incorrect information, missing access details or recipient unavailability, the original delivery fee covers the delivery attempt and is not normally refundable.

We will confirm any redelivery fee before proceeding. Same-day redelivery is not guaranteed.

Additional delivery charges will not apply where another delivery is required because of an error on our part.