POLICIES — HORA FLOWERS
Last updated: 4 March 2026
This Policies page applies to all purchases made through horaflowers.au (“Website”) with HORA Flowers (“HORA”, “we”, “us”, “our”). By placing an order, you agree to these policies.
Contact: hello@horaflowers.au
1. DELIVERY POLICY
1.1 Delivery area
HORA provides local delivery across the Perth metropolitan area. Delivery availability is determined by the delivery postcode entered at checkout.
1.2 Delivery days and delivery window
Delivery days: 7 days a week
Delivery window: 9:00am–5:00pm
We do not offer guaranteed delivery times unless agreed in writing prior to purchase.
1.3 Next-day delivery cut-off
Orders placed before 9:00am (Perth time) are eligible for next-day delivery (where available). Orders placed after 9:00am will be delivered on the next available delivery day.
1.4 Address accuracy and access
You are responsible for ensuring delivery details are correct and complete, including unit number, business name, gate codes, and access instructions. If delivery cannot be completed due to incorrect/incomplete information or restricted access, we may contact the recipient/customer to arrange an alternative. Re-delivery may incur an additional fee.
1.5 Recipient not available / authority to leave
If no one is available to receive the delivery, you authorise HORA to leave the flowers at the delivery address in a safe location where appropriate (for example: a shaded and protected area, reception desk, or pre-arranged safe place), unless you tell us otherwise in delivery notes.
If no safe location is available, we may attempt to contact the recipient/customer. Where a re-delivery is required, an additional fee may apply.
1.6 Proof of delivery and delivery photographs
We carefully photograph deliveries at the drop-off location as proof of delivery and for quality assurance.
1.7 Damage in transit
If flowers are damaged during transportation, they will not be delivered. We will arrange a replacement or provide a full refund.
1.8 Weather, heat and “leave at door” requests
Flowers are sensitive to heat and direct sun. Where you request “leave at door” or delivery to an unattended location, you accept responsibility for the condition of the flowers once delivered.
1.9 Delivery fees
Delivery fees are shown at checkout and may vary by destination postcode and service level.
2. SUBSCRIPTION TERMS
2.1 Subscription inclusions
A subscription provides recurring deliveries of florist-choice seasonal flowers in your selected size and frequency (weekly, fortnightly, or monthly), unless otherwise stated on the product page.
2.2 Complimentary standard delivery (Perth metro)
All subscriptions include complimentary standard delivery across the Perth metropolitan area.
Delivery days: 7 days a week
Delivery window: 9:00am–5:00pm
2.3 Scheduling and first delivery date
After purchase, we may contact you to confirm your preferred first delivery date and any delivery notes (access instructions, safe place, recipient details). You may also contact us to nominate your preferred first delivery date. If no date is provided, we will schedule the first delivery for the next available delivery day, subject to production capacity.
2.4 Changes to subscription delivery details
You may request changes to the delivery address, recipient details, or delivery notes before the next scheduled delivery. Changes requested close to the scheduled date may not be possible.
2.5 Pausing, rescheduling and cancellations
You may request to pause, reschedule, or cancel a subscription by contacting us. If flowers are already in production or the delivery has already been scheduled for that cycle, that cycle may not be refundable or changeable.
2.6 Seasonal variation
Subscription designs are florist-choice and seasonal. Flower varieties and tones will vary over time, while maintaining the intended HORA aesthetic and value.
2.7 Payment issues
If a subscription payment fails, the upcoming delivery may be paused until payment is successfully processed.
3. RETURNS & QUALITY POLICY
3.1 Perishable goods
Because our products are made with fresh, perishable flowers, we do not offer returns or exchanges for change of mind.
3.2 Quality issues on arrival
If your order arrives damaged or there is a quality issue on arrival, please contact us within 24 hours of delivery with your order number and clear photos of the arrangement and packaging. We will review the issue and provide an appropriate resolution.
3.3 Remedies
Where appropriate, we may offer a replacement, partial refund, or store credit. Remedies are determined at our discretion and subject to Australian Consumer Law.
3.4 Exclusions (after delivery)
We cannot be responsible for reduced longevity or damage resulting from factors outside our control, including but not limited to: heat exposure after delivery, direct sun, lack of water/care, pets, handling, relocation, or instructions requesting the flowers be left unattended.
4. TERMS & CONDITIONS (GENERAL)
4.1 Products and substitutions
HORA arrangements are florist-designed using seasonal flowers. We aim to reflect the style and palette shown online, however natural variations occur due to seasonal availability and the handmade nature of our work. If a specific flower is unavailable, we may substitute with a similar item of equal or greater value to preserve the overall look and quality.
4.2 Order acceptance
An order is considered accepted once it has been received and scheduled/confirmed by our studio. We may decline or cancel an order prior to confirmation if we cannot reasonably fulfil it. If we cancel an order prior to confirmation, we will provide a refund.
4.3 Changes and cancellations
Requests to change or cancel an order must be made as soon as possible. Once an order is confirmed or in production, cancellations or refunds may not be possible because flowers and labour are allocated specifically to your order.
4.4 Pricing and promotions
All prices are shown in AUD unless stated otherwise. Delivery fees, discounts, and promotional offers apply as shown at checkout and may change without notice.
4.5 Liability
To the maximum extent permitted by law, HORA is not liable for indirect or consequential losses (including missed occasions). Where permitted, our liability is limited to resupplying the goods or paying the cost of resupplying the goods.
4.6 Force majeure
We are not responsible for delays or failure to perform due to events beyond our reasonable control (including extreme weather, road closures, supply disruptions, or emergencies). Where possible, we will contact you and arrange a suitable alternative.
4.7 Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these policies excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
4.8 Governing law
These policies are governed by the laws of Western Australia, Australia.
5. PRIVACY POLICY
5.1 What we collect
We collect personal information you provide when you place an order or contact us, which may include: name, email, phone number, delivery address, recipient details, delivery notes, card message, and order history.
5.2 How we use your information
We use your information to process orders, arrange delivery, provide customer support, communicate about delivery/subscription scheduling, and improve our services and website experience.
5.3 Sharing your information
We do not sell your personal information. We may share necessary information with trusted service providers to operate the business (for example, payment processors and delivery partners).
5.4 Marketing
If you opt in to marketing communications, you can unsubscribe at any time.
5.5 Data security and retention
We take reasonable steps to protect personal information. We retain information only as long as necessary for business and legal purposes.
5.6 Access, correction, and deletion
You may request access to, correction of, or deletion of your personal information by contacting hello@horaflowers.au.