Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

Yes, we preferably receive all orders on our website but we also have a chat option and a phone number for your convenience. You can inquire about the bouquets from our representatives via chat, and place your order as per convenience. 

At Robina Florist, we have an experienced florist network who directly source fresh flowers from fields. We provide excellent customer support, timely & same day deliveries, custom and creative flower arrangement, supportive & friendly staff, and affordable price range for every budget. Plus, we have a satisfied customer base who love all our posy style, classic and modern arrangements.

We offer FREE same day delivery throughout Robina Florist. For same day delivery, you have to order before 2 pm on weekdays and before 10 am on Saturdays.

Yes, but most flowers are subject to seasonal availability and only available for a specific period of time. According to our substitution policy, if any collection of flower is unavailable or has changed color and appearance, we substitute them with the similar flower shape, style and color.

We have artistic flair of custom floral arrangements, indoor plant collection, and beautiful bouquets and flower arrangements for every occasion and event.

We offer convenient payment option. You can either pay through credit card, debit card, PayPal, or electronic funds transfer.
If you need to swap an item

Returns and Exchanges

If you are dissatisfied with the quality of the flowers or gift received, we kindly ask that you contact our Quality Team for review within 72 hours from the time of purchase. A photograph of the flowers or gift is requested in order for us to review the quality issue and educate our florists. A response to quality issues is usually given within 24 hours of receiving the photo.

In the case of a non-delivery, we require notification within 1 month of the order being sent. We will however always look at things on a case-by-case basis and in that instance a redelivery or refund may be offered. Please contact us about your non-delivery.

Refunds are processed within 3 – 5 business days of the customer being notified that their request for a full or partial refund has been granted. Funds are returned either to their credit card or PayPal account depending on their method of payment. If you have requested a refund you will not be charged any cancellation fees.

If you haven’t received an order confirmation and are simply wanting to know that your order has been received by Robina Florist, please contact our friendly Customer Service Team on 1300 310 498. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.

Should you be seeking confirmation that your intended recipient has taken delivery already or to get an updated delivery time, please be aware that we don’t have the ability to track your order and so therefore are unable to provide you with a delivery confirmation or expected time of delivery. In our experience, recipients generally contact you shortly after delivery to thank you for their gift either by phone, email or SMS. Bereavement orders can be a little different. We find that flowers sent to funerals or soon after a funeral service can take a couple of days to be acknowledged simply because of the sheer number of flowers received at the one time.

Should you have reason to be concerned that your order hasn’t been delivered on the nominated day please firstly check your order confirmation to ensure the correct address was provided and then please confirm with your intended recipient that they aren’t in receipt of their gift. Be sure to have them check that it hasn’t been left at a front or back door that may not get used. Whilst we understand that this can be an uncomfortable call to make, we often find that there are reasons why the recipient hasn’t phoned you immediately upon receipt. Should the address be correct and you’ve spoken to the recipient who has confirmed they are not in receipt of your gift, please contact our Customer Service Team on the number provided above and they will be more than happy to investigate the matter further.

Same Day Delivery – Monday to Friday:

Orders must be received before 2:00 pm in the recipient’s time zone to assure same-day delivery. Orders received after that time will be delivered the following day. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother’s Day, Valentine’s Day and Christmas.

There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case Robina Florist will contact you to discuss alternate delivery options. Some deliveries may also be required to be collected from the nearest town or depot. Should this be the case our team may contact the recipient to arrange. If you don’t want the recipient to be called please nominate yourself as the primary contact.

Whilst we offers customers the opportunity to nominate a preferred time of delivery (i.e. AM, PM or ASAP) it is not possible to guarantee that these times will be achieved. We use a network of local florists around Australia to deliver flowers so customers receive the freshest flowers available. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times).

If the flowers are for a timed event (for example, a funeral or business function), the florists will do their best to assist. However, we strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.

We can same-day deliver orders on Saturday throughout Australia if they are placed with us before 10.00am in the recipient’s time zone. We cannot always deliver orders on Sundays (with the exception of Mother’s Day Sunday). If Sunday delivery is preferred, it is advised that you contact Robina Florist directly to make arrangements for Sunday delivery.

In most cases, we are unable to deliver orders on public holidays. It is advised that you contact us directly to make requests for delivery on public holidays.

Whilst we offers customers the opportunity to nominate a preferred time of delivery (i.e. AM or PM) it is not possible to guarantee that these times will be achieved. We deliver up to 5pm for business addresses and 7pm for residences. We uses a network of local florists around the world to deliver flowers so that customers receive the freshest possible gift. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times). If a delivery should not be made after a certain time (for example, if the recipient is leaving hospital or leaves work at a certain time) please provide an alternative delivery address so that the flowers can be delivered elsewhere.

Charges in addition to handling (already included in the price on our website) and service fees may apply to some orders. If an order has to be re-delivered due to (for example) the recipient not being at delivery address or the wrong delivery details, an additional charge will be incurred. 

Please Note: In the event of additional charges applying, we will contact the purchasing customer to notify them of any changes to their purchase price.

Our florists are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. Some common policies are:

  • Most flower deliveries cannot be delivered to the recipient’s room by us and may have to be left at the nursing station.
  • Some hospitals do not allow lilies and latex balloons as they are common allergens.
  • Flowers, plants and fruit cannot be delivered to Intensive Care Wards and Units.

Please check with the hospital, before ordering your flowers for delivery.

Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.

Fore more information on delivery area restrictions, please read our Delivery Information.