Terms & Conditions

Table of Contents

1. General Terms

These terms constitute a legally binding agreement made between you (“the customer”), whether personally or on behalf of an entity, and The Lost Flower Shed Limited (“we”, “us”, “our”).

By visiting and/or making purchases from our website you agree to be bound to the following terms and conditions. This includes any additional terms, conditions, or policies referenced herein or available via hyperlink. These terms apply to all users of our website, without limitation. A breach or violation of any of these terms will result in an immediate termination of your services.

The Lost Flower Shed Limited is a New Zealand owned and operated 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.

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. Complaints, claims, concerns, or questions regarding third parties should be directed to the third-party.

By sending us reviews, photos, comments, or other submissions, 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 submissions 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 admin@thelostflowershed.co.nz.

If any provision of the terms on this page 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 this page 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 will always be available here on this page.

2. Data Collection & Privacy

The collection and storage of personal data is handled in accordance with our Privacy Policy.

3. Product Images & Descriptions

We have made every effort to display as accurately as possible the products available in our online store. However, due to the seasonal nature and therefore constantly changing availability of fresh flowers and plants, the pictures on this website will vary from the actual product you receive.

For our themed arrangements, such as the SmegCasper, or Camaro bouquets, the colouring, style, and value of the arrangement you receive will be the same as what is specified in the product description, although the exact flowers and foliage used may differ from what is shown in the picture.

For any product labelled ‘Florist’s Choice’, such as our Hat Box Posies, the flowers you receive will not be the same as what is pictured. All florist’s choice arrangements are custom made to order and could include any flowers or foliage in any colour or style. However, the value of the arrangement will still be the same.

Due to ongoing COVID-19 supply chain issues, the packaging of your order may vary from what is pictured. This might mean a different colour of box, bag, or wrap, or the use of tissue instead of wood wool, etc. Regardless, you can rest assured that your order will be packaged beautifully and securely.

Product descriptions, pricing, and imagery are subject to change at any time without notice. Occasionally, the information on our website may contain errors or inaccuracies that could relate to, but is not limited to, any of the following:

  • Product pricing or descriptions
  • Offers, specials, or promotions
  • Delivery charges and/or transit times
  • Product stock levels and availability

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 this website without notice. In some situations, where certain information on the site is found to be inaccurate, some orders may be cancelled. In these circumstances we will contact you to arrange a refund.

4. Substitution Policy

Items in our online store may become unavailable at any given time. We apologise for any inconvenience this may cause. While we do our best to ensure our website accurately represents our current stock levels, occasionally we may sell out of an item before we get a chance to update the website.

If any part of your order should be out of stock, we will contact you to arrange a substitution or refund. If we are unable to reach you before your order is dispatched, we will use our discretion to replace the item with another similar item of equal or greater value.

If we must change or cancel an order, we will notify you using the contact information provided by you at checkout. Please ensure you provide current, complete, and accurate purchase and contact information for all purchases made in our online store.

5. Refunds, Returns, & Exchanges Policy

The Lost Flower Shed handles all refunds, returns, and exchanges in accordance with the Consumer Guarantees Act; however, in the effort of transparency we have provided the following terms:

All our floral arrangements are made fresh to order and are checked for quality before being dispatched. As flowers and plants are a natural product, some minor imperfections are to be expected.

If you are unhappy with the quality of the item/s you receive, please contact us immediately. It is within our rights to investigate any claims, and we therefore require that you either send us photographic evidence of the fault or return the item to our store for us to look at before we agree to any remedies. In the event of a genuine fault with your order, we will gladly remedy the issue by offering a refund or replacement.

As flowers and plants are perishable, we cannot accept any claims made later than 3 days from the date the item/s were delivered or collected from our store by the customer. For all other items, claims must be made within 28 days of the delivery or collection date.

If your order does not arrive, or arrives incomplete or damaged, please contact us immediately. We reserve the right to investigate the claim before offering any remedy. If The Lost Flower Shed or our delivery provider is found to be at fault, we will then offer either a full refund or replacement. All refunds will be paid to the person who originally ordered/paid for the items (i.e., the customer).

There are certain situations where we are under no obligation to offer a refund or exchange. These situations include, but are not limited to:

  • Where the customer wishes to cancel an order after it has been dispatched for delivery or after the customer has collected the order from our store.
  • The customer has changed their mind about a purchase and wishes to return the item/s for a refund or exchange one item for another.
  • The customer has failed to provide correct and complete address details for delivery.
  • The recipient of an order refuses delivery – (this includes facilities such as hospitals or rest homes not allowing deliveries as a result of COVID-19 restrictions).
  • The customer requested that an arrangement be prepared a certain way against our advice.
  • The customer or recipient stored, misused, or altered the product in a way that has caused the problem, either by not following care instructions or otherwise.
  • The item/s were lost, damaged, or disposed of after delivery has been made, or after the item/s have been removed from our store by the customer.
  • The customer has taken an unreasonable amount of time to notify us of any issues with their purchase.

6. Delivery Policy

Up to date information about our delivery operations under the current COVID-19 alert level can be found here.

In addition to the terms found on our Delivery Information page, the following terms apply when ordering items for delivery from our website.

If the recipient is not present at the time of delivery, our delivery person will leave the item in what they deem to be a safe location, and if necessary, a calling card detailing when and where the item was left. If our delivery person deems that there is no safe place to leave the item, the item will be returned to our store to await further instructions. We will contact you if this occurs.

If our courier cannot gain access to a property, (e.g., locked gates, private building or apartment complex, loose dog, etc.), they will either leave the item in a safe location as above or return the item to our store. We will contact you if this occurs.

It is the responsibility of the customer to check whether a location is open to deliveries (this includes facilities such as hospitals, rest homes, hospice, or aged care facilities, which often do not allow deliveries when COVID-19 restrictions are in place). Please make sure you check whether a facility is allowing deliveries before you place your order with us. You will not be refunded any delivery charges should we not be able to deliver your order.

Any instance requiring redirection or redelivery will automatically incur a full additional delivery charge, payable by the customer. These charges must be paid in full before any redelivery attempt is made. For this reason, please ensure you provide us with a correct and complete delivery address during online checkout, this includes business or building names, unit, apartment, or floor numbers, and any additional instructions for the delivery person.

You can choose your delivery date at checkout. We guarantee that your order will be delivered between 9:00am and 6:00pm on your chosen delivery date. However, you may have noticed that there is no option to choose a delivery time. Whether or not we can commit to an exact delivery time is determined on a case-by-case basis and therefore this option is not available through our website. If you have a time-specific or particularly urgent order, please call our shop on 0800 700 987 so that we can organise this for you. If you write a delivery time in the ‘Special Instructions’ box at checkout without confirming with us first, by proceeding with your order you acknowledge that there is no guarantee that your request will be met.

If your order does not arrive, or arrives damaged or incomplete, please contact us immediately. We reserve the right to investigate the claim before offering any remedy. If The Lost Flower Shed or our delivery provider is found to be at fault, we will then offer either a full refund or replacement. All remedies will be offered in accordance with our Refunds, Returns, and Exchanges policy.

7. Gift Card Policy

Gift cards purchased from The Lost Flower Shed can be used as payment towards future purchases from The Lost Flower Shed. Redeemable both in store and online. Purchases will be deducted from the card value until the balance reaches zero. No change will be given. Gift cards cannot be refunded or redeemed for cash or used to purchase more gift cards. Gift cards will not be replaced if lost or stolen and will not be accepted if altered or once expired.