Frequently asked questions

We want our FAQs section to be as thorough as possible. If you have a question that is not answered on this page, please e-mail us immediately and we will answer it for you.

 

What currency are your prices displayed in?

All our prices are displayed in Australian Dollars ($AUD)

 

When is the best time to place an order by phone?

We are happy to accept orders by phone during the following hours:

 

Monday to Friday from 6am to 6pm, AWST (GMT+8).

Saturday from 8am to 4pm AWST (GMT+8)

Sunday from 10am to 6pm AWST (GMT+8).

 

Orders can also be placed online 24 hours a day or via e-mail at info@stemsfloraldesign.com.au

 

Where do you get all your flowers from?

We source our beautiful flowers from a variety of local growers in Perth and greater WA. If a locally grown bloom is unavailable, we supplement with premium imports.

 

If you are interested in learning more, please don’t hesitate to ask. We will happily tell you where each piece of your design has been sourced from and why.

 

What kinds of flowers do you use?

We use all sorts of flowers in our designs, see our article on Flower Meanings for a list of some of our most commonly used flowers and their meanings. 

 

Do you use native Australian flowers in your designs?
We love using Australian natives!

Our Australian natives are a mix of fresh, dried and preserved flowers. They are available all year round. 

 

Where do you deliver?

Please check out delivery information for our zones of delivery.

 

We offer free delivery to funeral homes from Mandurah to Joondalup. We also offer free local delivery around the suburb of Thornlie.

 

Do you deliver flowers on hot days?

We do offer and fulfil deliveries on hot days. However, if the temperate is forecast to be above 36 degrees, we reserve the right to call ahead to ensure someone will be home. 

 

What time do you deliver if it’s going to be a hot day?

We like to deliver arrangements later in the day during hot weather. This minimises the amount of time the arrangement may be left outside before collection. If you would like your delivery made at a specific time on a hot day, we ask that you please call or e-mail us at least 2 days prior to your delivery.

 

What if someone is not home to accept the delivery?

We will leave the flowers unless specifically requested not to, or there is no safe place to leave.

 

Can I order a hamper with alcohol to be delivered to a property?

Yes, we can deliver a hamper with alcohol.

 

However, an adult (18+) must be home to accept the delivery.

 

Do you give an estimated time of delivery with your orders?

We like to give an approximate timeframe where possible.

 

Unfortunately, during popular celebrations like Mother’s Day or Valentine’s Day, we cannot give an approximate delivery time.

 

If you would like more information on when to expect your delivery, please do not hesitate to give us a call. 

 

My delivery is late- what do I do?

Please call us ASAP and we will advise you of the status of your delivery.

What if I need to make an order outside of your working hours?

Our hours listed on Google are for pre-order pickup.

 

We welcome orders by phone during these hours:

 

Monday to Friday from 6am to 6pm, AWST (GMT+8).

Saturday from 8am to 4pm AWST (GMT+8)

Sunday from 10am to 6pm AWST (GMT+8).

 

Orders can be placed online 24 hours a day or via e-mail.

 

Do you keep pre-made stock onsite?

All our arrangements are made to order.

 

We have a good turn-around time for fulfilling orders. Please call in advance if you would like an estimated time-frame for your order.

 

Do you accept walk-ins?

Whilst we are happy for you to visit us onsite, we ask that you call beforehand to arrange an appointment. This is so we can make sure we have time set aside for you to answer any of your questions.

 

I have an issue or complaints with my order. What do I do?

For any issues, we need to be advised by phone asap.

 

We ask for you to provide photographs of the issue with your arrangement within 24 hours of the product arrival.

How long will my flowers last?

With proper care, your flowers should last between 7 – 10 days. For more information, please see our flower care section. 

 

I have a budget for my event, are you willing to work within it?

No matter your budget, we’ll have a design that will suit your event. Call or e-mail us to discuss your budget and your ideas with us.

 

What happens to the flowers after my event?

You will need to care for them. Please see our flower care section for more information about how to care for your arrangements after your event has finished. 

 

I am buying flowers as a sympathy gift. Is there a right or wrong type of arrangement?

Flowers are a personalised expression of your condolences and we have many unique arrangements available.

 

Popular flowers to consider for a sympathy arrangement include carnations, chrysanthemums, gladiolus, lilies and roses. But if your loved one had a fondness for a particular flower, we will respectfully accommodate you.

 

All our orders are customisable. Call or e-mail us to find out if we can help you with your arrangement.

 

Is it appropriate to send flowers when a death notice mentions a charity ‘in lieu of flowers’?

Flowers are a respectful way of expressing your sympathy. They also play a functional role of adding warmth to a service and providing visible, emotional support during a difficult time.

 

There is no reason why you can’t both donate to a charity, as well as send a meaningful arrangement of flowers to your friend or relative.

 

I was informed of a death after the funeral had taken place. What can I do?

In the weeks or even months following a funeral, grieving family and friends will welcome a thoughtful gift sent by you. It sends a comforting message that they are not forgotten in their time of mourning.

 

Consider sending them a beautiful sympathy arrangement, or even a hamper. 


A customised note will help express the support you can offer to let them know you care.  

 

I’m not sure what the names of the designs of arrangements are called, can you help me?

Fret not, we are the experts, so you don’t have to be. Simply describe to us in detail over the phone or e-mail the look of the design you want, and we will do our best to accommodate you.

 

We have also placed descriptions and names of the designs on our product page to help you understand the arrangements a little more.

 

I would like to send some flowers on behalf of a group of people. What can you suggest sending?

Arrangements made on behalf of a group can be very special and make for a larger showing. A hamper can also add a very personalised touch when sent on behalf of a group.

We have a variety of hampers and larger display flowers to choose from, please see our product selection in Flowers by Occasion.

 

I don’t know what I want! Can you help me?

Absolutely. We keep an extensive portfolio of all our designs on our Instagram page, feel free to pop over and feel inspired. 

 

If you have a Pinterest board for your wedding or event, please don’t hesitate to share it with us. We would love to see what designs make your heart sing.

 

Can I withhold my details when sending flowers?

We understand the mystery and excitement that an anonymous floral arrangement can bring to the receiver.

 

If you do not wish for your details to be included on the card when we deliver your arrangement, please let us know when you place your order.

 

However, if it important to note that receiver may contact us and asks for the details of the sender. Should this happen, we are obliged to give them your name. We will not share any of your personal contact details.

 

I received flowers from someone that I don’t want to receive from again, can you block them from sending them?

If you have received flowers from an unwanted sender, please call or e-mail us and let us know.

 

We will need information from you including your name, address and order details. We will endeavour to intercept all future orders made to your address from the unwanted sender.

 

Please note that our system is manual, and while we will do our best to not deliver to you again, we cannot make any formal guarantees.

 

I have placed an order with you to send a gift and just received notice that my order was cancelled. Why have you cancelled my order?

If you have placed an order with us that has been cancelled, you may be on our ‘blocked sender’ list.

 

Your name may be on this list due to someone requesting to not receive orders from you anymore.

 

If you are on our blocked list, we reserve the right to cancel your order. We will refund you the balance of your order as soon as reasonably practical.

 

Did we answer all your questions? If not, please call us on 08 9452 2668 or e-mail us at info@stemsfloraldesign.com.au

© 2018 by Stems Floral Design