Refund Policy

Here at The Lost Flower Shed, our goal is to provide the best customer service experience we can. In order to provide our customers with a complete understanding of our refund process, we have provided the following policy.

Situations where we will offer a refund

As well as upholding our end of the Consumer Guarantees Act, The Lost Flower Shed commits to the following:

  • In the event that an order never arrives, we ask that the customer please contact us immediately. The Lost Flower Shed reserves the right to investigate the claim, and to attempt a re-delivery before offering a refund. If the re-delivery attempt fails, we will then offer a full refund.
  • If a customer is unhappy with the quality of their floral arrangement, The Lost Flower Shed should be contacted immediately. In almost every case, we will gladly replace the arrangement. In order to request a replacement, the customer must contact The Lost Flower Shed within 24 hours of delivery.
  • If a customer wishes to cancel their order, they must contact The Lost Flower Shed as soon as possible. Please note that cancellations will not be accepted after the flowers have been sent for delivery

Situations where we will not offer a refund

Please be aware that there are certain situations where we are under no obligation to offer a refund. This includes the following:

  • Where the customer has changed their mind about a purchase and wishes to return the product for a refund;
  • The customer has changed their mind about a purchase and wishes to exchange one product for another;
  • Where the recipient of an order refuses delivery;
  • The customer misused or altered the product in a way that has caused the problem – e.g. not following care instructions;
  • The product was lost, damaged or disposed of after delivery;
  • The customer requested that an arrangement be prepared a certain way, against our advice; or,
  • Where the customer has taken an unreasonable amount of time to notify us of any issues with their purchase.

Gift Card Policy

By purchasing a gift card from The Lost Flower Shed, you agree to the following terms;

Gift cards can be used as payment towards purchases from The Lost Flower Shed. Purchases will be deducted from the card value until the balance reaches zero. Gift cards are redeemable both in store and online; but cannot be refunded or redeemed for cash. Gift cards will not be replaced if lost or stolen, and will not be accepted once expired.

You do not have to spend your gift card all in one go, and you can use your gift card to purchase almost any item in store – with the exception of using it to pay for another gift card.

For balance enquiries, call us on 0800 700 987, and be sure to have your unique card number handy. 

Delivery Terms & Conditions

By ordering flowers or gifts for delivery through our website, you agree to be bound by the following Terms and Conditions;

  • If the recipient is not home at the time of delivery, our courier will leave the flowers in what they deem to be a safe location, as well as a calling card detailing when and where the flowers were left.
  • Should our delivery person deem that there is no safe place to leave the flowers, (e.g. no dry space in winter or no shady place in summer) the flowers will be returned to our store to await re-delivery. We will contact you if this occur.
  • If our courier cannot gain access to a property (e.g. locked gate, dog, apartment building, etc.) then they will either leave the delivery in a safe location as above, or return the flowers to our store. We will contact you if this occurs.

Should the flowers need to be redirected or redelivered, all additional costs will be passed on to the customer. For this reason, please ensure that you provide us with a correct and complete delivery address at checkout.

Lost or Damaged Orders

Any claims for damages to deliveries or non-delivered items must be brought to us within two days of the delivery date, so that we can take things up with our courier company. Unfortunately we cannot accept claims made any later than above. To lodge a claim, please contact us. The Lost Flower Shed reserves the right to investigate the claim, and to attempt a re-delivery before offering a refund. If the re-delivery attempt fails, we will then offer a full refund.


Should you wish to cancel an order, you must do so before the order has left with our courier for delivery. To cancel an order, please call us on 0800 700 987. More information about order cancellations can be found in our Refund Policy.

More Information

If you have any further questions about deliveries, more information can be found on our Flower Delivery page.

Website Terms of Use

This website is owned and operated by The Lost Flower Shed Limited. By visiting our website you agree to be bound to the following terms of use. This includes any additional terms, conditions or policies referenced herein or available via hyperlink. These terms of use apply to all users of our website, without limitation.

General Terms

The Lost Flower Shed is a New Zealand owned company, and as such, these terms shall be governed in accordance with New Zealand law.

You may not, in the use of this website, violate any laws or regulations – this includes copyright laws. You agree not to reproduce, duplicate, copy, sell, or exploit any portion of this website. This includes, but is not limited to, all logos, photos and artworks found on the site.

A breach or violation of any of these terms will result in an immediate termination of your services.

Online Store Terms

We have made every effort to display as accurately as possible the products available in our online store. However, due to the perishable/seasonal nature of flowers, some pictures on the site may vary from the actual product. You can read more about this in our Substitution Policy. All descriptions of products or product pricing are subject to change at any time without notice.

We reserve the right to restrict or refuse any orders you place with us. This will be executed on a case-by-case basis. These restrictions may include:

  • Any orders placed by or under the same customer account
  • Orders placed using the same credit card
  • Orders that use the same billing and/or shipping address
  • Orders that, at our sole discretion, appear to be placed by competitors, re-sellers or distributors.

All products made available through this website for delivery are subject to our Delivery Policy.

All products available through this website are subject to refund or exchange in accordance with our Refund Policy. If we must change or cancel an order, we will notify you using the contact information you provided at checkout. You agree to provide current, complete and accurate purchase and contact information for all purchases made in our online store.  Your submission of personal information through our online store is governed by our Privacy Policy.

Errors, Inaccuracies, and Omissions

Occasionally the information on our website may contain errors or inaccuracies that could relate to any of the following:

  • Product pricing or descriptions
  • Offers, specials, or promotions
  • Delivery charges and/or transit times; and
  • The availability of certain products

In most cases, the cause of any of the above issues will likely be minor typography errors. We reserve the right to correct any errors and/or update information on the site without notice. In some situations, where certain information on the site is found to be inaccurate, some orders may be cancelled. In these circumstances, the customer will be contacted to arrange a refund.

User Sumbissions

By sending us reviews, comments or other submissions through our website, you agree that we may publish, distribute, or otherwise use these submissions without restriction. You further agree that we shall be under no obligation to maintain any submissions in confidence, respond to submissions, or pay compensation for any submissions.

Any comments or reviews that are found to be abusive or offensive will be removed from our website. If you wish to report an offensive comment, please email us at

Third-Party Services

Certain links on this site will direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy of any third-party websites. We are not liable for any damages related to any transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

Prohibited Uses

In addition to other prohibitions set forth in these Terms, you are prohibited from using this site to:

  • Engage in any unlawful activity;
  • Solicit others to perform or participate in any unlawful acts;
  • Violate any international, federal, provincial or state regulations, rules, laws, or local ordinances;
  • Infringe upon or violate our intellectual property rights or the intellectual property rights of others;
  • Harass, abuse, or discriminate against people of any gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability;
  • Submit false or misleading information;
  • Upload or transmit viruses or any other type of malicious code or malware
  • Collect or track the personal information of others;
  • Spam, phish, pharm, pretext, spider, crawl, or scrape;
  • Engage in any obscene or immoral activity; or
  • Interfere with or circumvent the security features of this site, other websites, or the Internet.

Termination, Updates, and Severability

If we suspect that you have failed to comply with any of these terms, we may terminate this agreement. Termination may occur at any time without notice, and your access to this website (or any part thereof) may be removed.

If any provision of these Terms is determined to be void, the remainder shall remain enforceable to the fullest extent. The failure of us to enforce any provision of these terms shall not constitute a waiver of such provision.

We reserve the right to update or replace any part of these terms at any given time. This means it is your responsibility to check our website for changes. Your continued use of our website following the posting of any changes acts as your agreement to those changes. The most recent version of these Terms of Use will always be available here on this page.

Scroll to Top