Delivery Policy

Terra and Luna provides complimentary delivery to select inner metro Perth suburbs. 

DELIVERY SUBURBS: 

Perth, Highgate, Northbridge, East Perth,Kings Park,West Perth,North Perth, Leederville, West Leederville, Daglish, Shenton Park, Subiaco, Subiaco East, Nedlands, Crawley, Dalkeith, Claremont, Claremont North, Karrakatta, Mount Claremont, Swanbourne, Cottesloe, Peppermint Grove ,Floreat, Floreat Forum, Jolimont, City Beach, Glendalough,Mount Hawthorn, Herdsman, Osborne Park, Churchlands, Doubleview, Gwelup, Innaloo, Karrinyup, Woodlands, Scarborough, Wembley Downs, Carine, Marmion,North Beach, Sorrento, Balcatta, Stirling, Hamersley, Duncraig, Greenwood, Warwick, Craigie, Hillarys, Padbury, Kingsley, Woodvale, Trigg, Eglinton, Coolbinia, Menora, Mount Lawley, Maylands, Bedford, Inglewood, Bayswater, Ashfield, Bassendean, Eden Hill, Kiara, Lockridge, Caversham, Guildford, Hazelmere, South Guildford, West Swan, Viveash, Woodbridge, Dianella, Dog Swamp, Joondanna, Tuart Hill, Yokine, Balga, Mirrabooka, Nollamara, Westminster, Embleton, Morley, Noranda,B eechboro, Alexander Heights, Girrawheen, Koondoola, Marangaroo, Darch, Gnangara, Hocking, Kingsway, Landsdale, Lexia, Madeley, Pearsall, Wangara, Ballajura, Cullacabardee, Whiteman, Malaga, Burswood, Lathlain, Victoria Park, Carlisle, Carlisle North, Carlisle South, East Victoria Park, Bentley, Bentley South, St James, Rivervale, Ascot, Belmont, Redcliffe, Cloverdale, Kewdale, Perth Airport, Welshpool, Wilson, Kensington, South Perth, Como, Karawara, Manning, Salter Point, Waterford, Applecross, Ardross, Mount Pleasant.

You are welcome to contact us directly if your desired delivery suburb is not on either of our lists, and we will give you a delivery time and cost estimate.

We offer delivery on Thursday and Friday ONLY and at this time do not offer same day delivery. We typically deliver during the afternoon hours with all business deliveries to be made prior to 5pm and all residential deliveries prior to 6pm.

If you require a delivery  before, after or for a certain time of the day, please email us prior to ordering so that we can confirm that this can achieved. We will do our best to accommodate timed deliveries however our drivers will take the most efficient route to deliver all the blooms in a timely manner.

If you have scheduled delivery and you or your recipient are unable to take delivery of the flowers or we aren’t able to deliver them due to any circumstances out of our control, you may then arrange pick up from our Joondanna workshop over the weekend, if we are available. If this is not possible, the flowers will be re-delivered on the next available business day, however the original bunch will be delivered, and no part of it will be replaced with fresh flowers, meaning that the blooms will likely not be in their best condition.

LOCAL PICKUP

We operate out of our home based studio in Joondanna, and we are happy to allow pickups from this location in some circumstances, provided there have been prior arrangements made to do so. If you wish to arrange a pickup of flowers, please contact us directly to organiZe this.

Please arrange your pickup prior to placing your order. We cannot always guarantee that pickup will be available and reserve the right to refuse local pickup after an order has been placed.

HOSPITAL DELIVERIES

Our delivery drivers are given strict instructions not to enter patient’s private rooms, so as to not interfere with any treating doctors or nurses that may be present, or to ensure that they do not disturb their rest. All flowers delivered to hospital patients will be left with a nurse, ward clerk, or other administrative personnel at the reception of the relevant hospital ward.

The delivery driver will take a note of the name of the person who has taken delivery of the flowers. Once delivered to the relevant desk or reception area, the flowers are no longer the responsibility of Terra and Luna Creative and will not be replaced or refunded if they are lost or damaged in transit to the recipient’s room.

SCHOOL DELIVERY

Please ensure you add the school name when and not just the address i.e. Jessica Smith, Perth College, 31 Lawley Cres, Mount Lawley, WA, 6050 would be the correct way to enter the address. This ensures we are made aware it is a school delivery to inform our drivers to arrive prior to 3:30pm.

 

CUSTOMER LIABILITY

If more than one attempt is made to deliver or re-deliver your order, or if we cannot contact you to arrange re-delivery, customers will be liable.

Customers will be liable to lose the full amount of their order, and/or pay additional re-delivery fees in the event that your order is deemed as undeliverable.

Situations where we will deem arrangements as being undeliverable, at customer fault include (but are not limited to):

  • Apartment buildings with restricted access and no one home;
  • Home’s with no sheltered area to leave arrangement and no one home;
  • No one present at a business address and the premises is locked;
  • Patient has already been discharged from hospital;
  • Any other situation where we are unable to safely and securely deliver arrangement.

We are able to change the delivery location of arrangements when they are re-delivered. We will, however, charge additional delivery fees on top of the $10 re-delivery fee if the area falls outside of the original delivery category that you were charged for. (E.g. complimentary shipping was included, and you now wish to have the order delivered to a suburb on our delivery fee list.)

If we have delivered or attempted delivery to an incorrect location or on the wrong date, we will offer to re-deliver the arrangement the next business day, free of charge, or offer a full refund of the original order value, including any relevant delivery fees charged.

We asks that all communications regarding orders, deliveries or otherwise be made via e-mail at: hello@terraandluna.com

This ensures that there is a traceable chain of correspondence and it minimizes the chance for miscommunications with regards to spelling of names or delivery addresses.

More often that not, we are on the road making deliveries, so our phones are usually unattended and e-mail is usually the best way of reaching us.