Refund & Returns Policy

FLOWERS
Ivy & Rose guarantee to deliver high quality, market fresh flowers direct to your door. In the event you are not delighted with any perishable item, we will gladly discuss with you any queries you may have. Please call us on (02) 8065 7793.

GIFTS
Ivy & Rose is happy to offer a 30 day money back guarantee on all of our gift items should they be damaged in transit or arrive faulty. Simply return them for a replacement, store credit or refund. 

Please choose your items carefully as we do not automatically accept refunds or exchanges if you simply change your mind or for an incorrect choice. Please contact our customer service team to see whether you are eligible.

If the customer service team accepts your request for a return or an exchange, we will gladly issue you with a credit note for the purchase price of the item only, or allow an exchange to the equal value of the original item. A shipping charge will need to be paid on all replacement items.



Damaged or Faulty Items


If your item(s) have arrived damaged, are faulty, not as described on our website or if it does not do what it is supposed to, you must contact our customer service department within 14 days of receiving the item(s) to notify us and arrange for a replacement to be shipped. The damaged/faulty item must be received by Ivy & Rose in no later than 30 days from the date of delivery in order to take advantage of our Returns Policy. 
 
You may choose between an exchange, refund or store credit. For items that cannot be replaced, a full refund or credit will be offered.
 


How to Return Items
 


1. Contact the Ivy & Rose Customer Service team by phone T: (02) 8065 7793  or email hello@ivyandrose.com.au A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Merchandise Number (RMA).
 


2. Send your item to the return address provided, in its original packaging, with a note included stating your RMA and order number.
 3. As soon as the return has been received, a replacement product will be shipped and you will be notified of the new shipping details via email, or we will contact you to confirm your store credit or refund.
 


IMPORTANT:

  • You must contact our customer service team within 14 days of receiving your item(s) to notify us of any problems.
  • The return must be received by Ivy & Roses within thirty (30) days of the item(s) being delivered to the recipient.
  • Replacement product will only be shipped after the faulty item has been received by Ivy & Rose.
  • If you feel that your return falls outside of our policy, then please contact us on (02) 8065 7793 to discuss your requirements with one of our customer service team members.
Delivery
We can deliver anywhere in Australia as well as most places in the world using our florist network, please contact us for a delivery price.

Stay in Touch

Call Us

We'd love to here from you. Call us on (02) 8065 7793 and we'll be happy to answer any questions you have.