Refund policy

Returns, Refunds & Cancellations

At Flowers on Pollen, every order is thoughtfully prepared using fresh, seasonal flowers and carefully selected goods. Because of the nature of what we create and the wide area we deliver across, the following policies apply.

Perishable Items
Fresh flowers and food items are perishable and cannot be returned.
If you have any concerns about quality or your delivery, please let us know within 48 hours of dispatch — we’ll always do our best to make things right.

Delivery Timing & External Factors
We work with trusted courier partners across the Plains and Peninsula, including rural areas. Delivery times can vary and are influenced by external factors such as courier schedules, weather, and road conditions.

In the instance of major weather events or road closures, we reserve the right to deliver your order as soon as safely possible outside of your selected delivery date. In these situations, refunds are not available — but we will always prioritise getting your flowers to their recipient in the best possible condition.

Order Cancellations
Because we work with fresh product and begin preparing orders in advance:

• Cancellations requested prior to preparation and courier booking:
  You may choose either:
  • Store credit for 100% of your order value (valid for 12 months), or
  • A 90% refund to your original payment method (to cover non-refundable transaction processing fees)
• Cancellations requested after preparation has begun or courier collection has been booked: We are unable to cancel or refund these orders.

Change Requests
If you need to make a change to your order, please contact us as soon as possible. We’ll always try to accommodate where we can, but changes cannot be guaranteed once preparation is underway.