Terms and Conditions
For Same Day Deliveries Orders (Monday to Friday)
Same Day delivery by Moss and Maple is available from Monday to Friday on orders placed prior to 1pm. AEDST/AEDST (Observing Daylight Saving where applicable), to major Towns and Cities throughout Australia. Monday to Friday deliveries are generally made during business hours (9am to 5.30pm) to business addresses and occasionally until 7pm to residential addresses and hospitals.
Same Day delivery by Moss and Maple is available on Saturday on orders placed prior to 10am. AEDST/AEDST (Observing Daylight Saving where applicable). to major Towns and Cities throughout Australia. Saturday deliveries are generally between 9am and 4.30pm but may also be later to residential addresses and hospitals.
Delivery Exclusions: rural areas outside of Metropolitan Melbourne
If your delivery is of an urgent nature, then please contact the team at Moss and Maple on 03 95687615 so that we can check up-to-date delivery availability.
For most orders placed you are able to select and request a morning (am) or afternoon (pm) delivery during normal business hours (9:00am to 5:30pm). Please select your preference or notify the Moss and Maple when placing your order.
Please note that whilst Moss and Maple offer the selection requesting your order to be delivered at a selected time preference, and we always do our utmost to accommodate your preference, please note it is not always possible to guarantee that these times can be adhered to, due to third party courier delivery time tables and schedules that are beyond our control.
Timed deliveries during peak trading days such as Valentine’s Day, Mother’s Day and Christmas cannot be guaranteed, due to the a high level of demand upon our resources on these occasions.
We do not guarantee delivery to Hospitals to your recipients room (especially Intensive Care Units)
Deliveries for items requiring additional time for delivery may be delivered earlier than anticipated due to 3rd party courier times and delivery schedules.
Moss and Maple offers a Delivery Fee of $10 for local suburbs up to 10km from Murrumbeena and $20 for for suburbs greater than 10km in the metropolitan area only up to 40km.more will apply.( as determined by the delivering florist) However, regional, rural and remote areas will require an additional delivery fee.
Additional Delivery Charges
In the event you have provided us a wrong address, we are more than willing to re-deliver your order, however an additional delivery charge will apply. You will need to provide us with the correct information for re-delivery.
If the recipient is not at the delivery address that you have provided, unless otherwise instructed by you, we will do our best to leave the flowers in a safe location at the nominated address. If however we are unable to find a safe location, we will bring your order back to the florist actioning your order. We will then attempt to contact you, the sender, to arrange a new delivery time and date. If this situation arises, an additional $20.00 delivery and administration fee will apply.
If an order requires to be redirected for delivery due to the recipient moving from the nominated delivery address at the time of delivery, an additional redirection fee of $20.00 will apply.
If you require any further information on a selected delivery area please contact the team at Moss and Maple on 0395687615.
Moss and Maple will be closed during public Holidays.
Metropolitan Melbourne including CBD.
Product quality complaints relating to flower quality should be notified to our Customer Quality Assurance Team via phone on 03 95687615 or email within 48 hours of delivery, due to the perishable nature of flowers. A photo is strongly recommended so that our Customer Quality Assurance Team can endeavor to resolve your complaint. If the complaint is regarding a non-perishable and if any of these items are received incorrect, faulty or damaged, notification must be within 30 days of the delivery. If any (add-on item) is incorrect, faulty or damaged we will deliver the item at no cost to the sender.
Non-delivery complaints, must be notified to Moss and Maple within 30 days (1 month) of the delivery date.
Missing Items - if you placed a flower order and selected an add-on item such as chocolates, wine, balloons, teddy bear and the add-on item selected was missing from the delivery, we here at Moss and Maple will replace and redeliver such an add-on item at no cost to the sender. If the sender requires a refund for such an add-on item this can be requested and processed once approved by Moss and Maple .
Once you have placed an order and if for any reason an order needs to be cancelled and refunded, please contact Moss and Maple on 03 95687615 so we can assist. If you choose to cancel or alter your order once it has been placed we are more than happy to offer a full refund back to your credit card (less a $10.00 administration charge).
If your order has been made up by the delivering florist, but has not yet been dispatched for delivery, it can be cancelled and a refund will apply, however it will incur a cancellation fee of $15.00.
If your order has already been made up by the delivering florist and has been dispatched for delivery, the order cannot be cancelled and a refund is not applicable.
Orders approved by Moss and Maple for a full or partial refund, will be processed by Moss and Maple within 3-5 business days of Moss and Maple approving the refund. Refunds are processed to the credit card or Paypal account used at the time of purchase by the sender. If you request a refund you will be charged a cancellation fee.
Moss and Maple accepts all major credit cards including: