Terms and Conditions

The customer shall inspect the Goods on delivery and shall within fourteen (14) days of delivery notify MOSS FLORAL DESIGN of any alleged defect, shortage in quantity, damage or failure to comply with the description. The customer shall afford MOSS FLORAL DESIGN an opportunity to inspect the item(s) within a reasonable time following delivery if the customer believes the items are defective in any way. For defective items MOSS FLORAL DESIGN’s liability is limited to replacing the item or repairing the item. Returns will be accepted provided that the MOSS FLORAL DESIGN has agreed to accept the return of the item and the item(s) are returned at the customer’s cost within fourteen (14) days of the delivery date. MOSS FLORAL DESIGN will not be liable for items which have not been stored or used in a proper manner. The items need to be returned in the condition in which they were delivered with all packaging material, brochures and instruction material in as new condition as is reasonably possible in the circumstances. MOSS FLORAL DESIGN may (in its discretion) accept the return of items for credit but this may incur a handling fee of fifteen percent (15%) of the value of the returned Goods plus any freight.

The vast majority of orders at MOSS FLORAL DESIGN are delivered smoothly, but understandably from time-to-time things go wrong and you may need to arrange a return. Please contact us directly at florist@mossfloraldesign.co.nz

The bouquet my receiver received is not the bouquet I ordered

Please contact us directly at florist@mossfloraldesign.co.nz

The bouquet I ordered was damaged in transit

If your item was damaged between leaving the MOSS FLORAL DESIGN warehouse and arriving at your delivery address, you will receive a full refund or replacement. Our designated Courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accept you must retain the original packaging for your item(s), and the original packaging material used to deliver your order.

The bouquet I ordered arrived faulty or didn’t work as intended

Please contact us directly at florist@mossfloraldesign.co.nz

The bouquet I ordered did not arrive

If your item did not arrive the first thing to do is request a “track and trace” on your item from MOSS FLORAL DESIGN, please email florist@mossfloraldesign.co.nz

Regrettably, MOSS FLORAL DESIGN nor our designated Courier are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property. If you are concerned about leaving your items un-attended we recommend using the “signature required” option that is presented in the Checkout.

I’ve changed my mind and no longer want the item I ordered

Change of mind returns can be processed as long as the item is unopened, in mint condition and returned within 7 days. The shipping for the return will be at the cost of the buyer. Once we have the item in hand we will assess the item and if everything checks out OK you will receive an account credit to spend at MOSS FLORAL DESIGN.

I’ve had my item for a while, but it no longer works as described

We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.

MOSS FLORAL DESIGN is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us at florist@mossfloraldesign.co.nz