FAQ
What are your trading hours?
Monday to Friday 8:30am – 4pm (CST)
Closed on Saturdays, Sundays and public holidays.
Closed for two weeks over the Christmas / New Year break – actual close dates will be posted online closer to Christmas.
How can I contact customer service?
You can contact us Monday to Friday 8.30am – 4pm (CST)
Ph: 08 8363 0199 | Email: [email protected]
Or visit us in person: 6 Boskenna Avenue, Norwood SA 5067
In order to shop with Floral Craft you will need to register online with us.
How do I open an account?
Select Register from our Login/Register tab on our menu bar and enter your details, including your valid ABN. You will not be able to submit an order without your ABN as we are business to business wholesale supply only.
By creating an account you agree to receive emails for updates on new products, despatch information and statements. If you would like to opt out of receiving product updates you can unsubscribe via the link in the email.
How do I know if my order been successfully placed?
You will receive an automated order confirmation email once you have submitted your cart.
What if I need to change my order?
Please email us at [email protected] or call us on 08 8363 0199. Our usual pick/pack time is 24-48 hours during trading hours so please advise any changes as soon as possible.
Do you have a minimum order?
Yes, the minimum online order amount is $75 ex-GST and excluding freight costs. Minimum order in-store is $30 ex-GST.
What if an item is out of stock?
If an item is out of stock and you would like to be advised when it is back in our warehouse, click the ‘Notify Me When Available’ button on the product page.
If you have purchased a product previously and it no longer shows on our website it has been discontinued.
Whilst we endeavour to maintain up to date stock levels on our website, occasionally we have a large order to be invoiced in which case our system isn’t updated immediately. We will contact you if an item has sold out to offer an alternative or to put an item on back order for you.
Pricing
All prices shown are wholesale prices as we do not supply retail.
The higher unit price shown is for quantities less than a carton quantity. The discounted price applies when purchasing by the carton – per style colour. You are not able to mix the same product over various colours to get the discounted price.
As we are a wholesale trading company prices are shown excluding GST. Your final order will show your order total with GST.
When will my order be despatched?
Our standard pick / pack lead time is 24-48 hours during trading hours, however at seasonally busy times such as Valentine’s Day, Mother’s Day and Christmas the lead time may be slightly longer.
If your order is time sensitive please contact us on 08 8363 0199 and we will endeavour to process your order sooner.
If you are a ‘cash account’ customer your order will be despatched once payment has been received.
We accept payment by Visa, Mastercard, EFTPOS, Cash and Direct Deposit. If you pay by Direct Deposit your order will not leave our warehouse until funds have cleared our account. We do not charge a credit card surcharge if you elect to pay by Visa / Mastercard*.
For peace of mind you have the option to enable two factor authentication for online payments, click here.
*Exceptions apply, see terms below for trading accounts.
Can I open a 30-day Trading Account?
To be considered for a 30-day trading account you will need to have been trading with Floral Craft on a regular basis for a minimum of 6 months on a payment before delivery basis. Once you have traded with us for 6 months you can apply for a credit account – conditions apply. You will need to complete a Credit Application Request, including Personal Guarantee and Indemnity. It will then be reviewed by our Finance Department.
If approved, you will be able to trade on credit. Floral Craft credit account terms of payment are 30 days from date of invoice. Please note that if you elect to pay an overdue account by credit card a 1.5% credit card surcharge will apply.
I have a 30-day account, why can’t I place an online order?
If you are not able to submit your online order your account may be trading outside our agreed trading terms. No orders will be shipped until your account is up to date. You can bring your account back within trading terms by making an EFT payment or over the phone by calling us on 08 8363 0199. Please note that if you elect to pay an overdue account by credit card a 1.5% credit card surcharge will apply.
How will my order be despatched?
If you live in metro Adelaide your order will be shipped via APD Couriers, or you are welcome to come in and collect your order once you have been notified your order has been packed and invoiced. If you have an APD account please advise the account details when you submit your order.
If you live in South Australia we generally use Sprint or Cochranes depending on your location. If you have your own freight company please advise the account details when you submit your order.
For our interstate customers we will determine the most economical option available at the time of packing your order. We currently use Border Express, Aramex and Australia Post, depending on your location.
Do you deliver to a residential address?
Yes, our freight companies will deliver to both commercial and residential addresses. By default orders are despatched as ‘Authority to Leave’. If it is not deemed safe to do so you will be able to collect your order from the transport depot or have it re-delivered, in which case a re-delivery fee applies.
Please note that for shipping purposes selecting ‘commercial address’ is not a valid option if a business is run from a residence. If, on delivery, the freight company determines that it is in fact a residential address any additional charges that may apply will be on-charged to the customer.
How is freight calculated?
Where possible we apply a flat rate freight charge to your order based on your location.
If an item is deemed as ‘bulky’ e.g. Oasis Foam or is classified as Dangerous Goods e.g. Design Master sprays a freight rate will not be visible and we will contact you with a quote.
To see a freight cost without the bulky item please remove it from your cart however you will need to add it back in if you wish to have it quoted.
Do you ship internationally?
Unfortunately, we are not able to ship internationally. We can despatch goods to an Australian based shipping/export agent but please note that GST will apply to your order and the responsibility is on the customer to claim any GST and complete all export documentation.
Returns / Exchanges
Please select your goods carefully as we do not offer refunds if you change your mind. If you do need to return a product a 10% restocking fee applies. Goods must be in their original condition, unused and returned within 7 days with a valid invoice.
We are unable to provide a refund or exchange on sale items or custom made and personalised products except where protected by Australian Consumer Law.
Damaged or Faulty Items
If goods are delivered to you damaged or faulty you are legally entitled to a replacement or refund. Please contact us on 08 8363 0199 or email us at [email protected] advising the issue, your invoice number, the product SKU and quantity. Please note that we require photographs of the damaged item/s to aid us in managing your claim. No claims will be accepted after 7 days.
Floral Craft will not be liable for any damage or defects in the products that have been caused by improper storage, warehousing or transport, or by any neglect, abuse or improper use by the customer.
Incorrect or Missing Items
If your order is missing an item or an incorrect product has been packed please contact us on 08 8363 0199, Monday to Friday 8.30am to 4pm CST or email us at [email protected].