Delivery Information



DELIVERY

Ivy & Twig delivers across Melbourne including the CBD and Hospitals. Deliveries are available Monday to Saturday, excluding all Public Holidays.

A note for the recipient can be printed on a gift card for the recipient. Required details must be written in the ‘Add a Gift Card Message for the Recipient’ on the product page.

Our in house delivery team takes great care to ensure that your items are delivered in a timely and safe manner. Please ensure that the recipient will be at the specified location on the day of your order. It is imperative that you provide the correct delivery address and include contact details of the recipient. If incorrect delivery details are provided, additional delivery charges will apply and same day re-delivery cannot be guaranteed.

Please advise of any special instructions e.g. security gate. If the recipient is not home when we arrive, the driver will leave the items if they deem it safe to do so. If it is not appropriate to leave the items, the driver will return them to our store until further arrangements are made. This will incur further delivery charges. Same day re-delivery cannot be guaranteed.

Once the items have been delivered, Ivy & Twig will not accept liability for any loss or damage if items are lost, stolen or damaged after delivery has taken place.

SAME DAY DELIVERY

For same day delivery, orders must be received by 11am AEST. Ivy & Twig cannot promise delivery times. If you require flowers to be delivered at a specific time of day please contact Ivy & Twig on  (03) 9455 2116

PICK UP

Flowers and Gift Products can be collected from our store located at 46 Aberdeen Rd, Macleod VIC 3085, during our operating hours.

DELIVERY TIMES / LATE DELIVERIES

We provide our best estimates for delivery times, and we cannot provide or guarantee specific delivery dates and times. Refunds will not be given for deliveries made outside of approximate delivery times. If a delay is a result of our error, we will refund delivery costs immediately and work to resolve the issue asap.

DELIVERIES TO HOSPITALS

Due to the Corona virus, some Hospitals may not accept deliveries - please check with the Hospital before placing your order. We will need precise delivery instructions including Hospital Name, Ward, Recipient Name (and any other name they may be known by). Please consider discharge times as patients may have been discharged before your gift arrives and re-delivery fees will apply if they have left the hospital and delivery was attempted.

GIFTS CONTAINING ALCOHOL

Deliveries containing alcohol must be received at the delivery address by a person who is 18 years or over. When ordering gifts with alcohol from us, you declare that the intended recipient is 18 or over.

SHIPPING & DELIVERY

In the unlikely event that an item arrives damaged or faulty, please notify Ivy & Twig within 5 business days of receipt of goods for a replacement (if available/suitable) or store credit. Please email details of the faulty product request to flowers@ivyandtwig.com.au  for approval and assistance. Failure to claim within this period constitutes full acceptance of the goods.

Returns, credits or refunds apply only if authorised by Ivy & Twig Management. When returning an authorised item it must be in the original packaging in which they were shipped. To expedite claims, please include a detailed description of reason for claim and include image of fault. If upon return to Ivy & Twig it is evident the claim is invalid, a restocking fee may be applied.

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care

Any refund is made back to the payment option you used for your original order. No refunds or credits for incorrect choice or change of mind.