Terms & Conditions

About these terms

These terms apply to every order placed with Pom Pom Florals, online, by phone, by email or in store. By placing an order, you agree to them.

Pom Pom Florals is a florist based at 212 Heretaunga Street East, Hastings. You can reach us at hello@pompomflorals.co.nz or 06 870 4336.

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you are buying for business purposes, the Consumer Guarantees Act does not apply, to the extent the law allows.

Orders, pricing & payment

  • All prices are in New Zealand dollars and include GST.
  • Payment is due in full when you place your order, unless you have an approved business account.
  • Your order is confirmed once payment is received and you get a confirmation email.
  • If we can't fill an order, we'll contact you to offer an alternative or a full refund.
  • We may correct pricing errors on our website. If an error affects your order, we'll contact you before going ahead.
  • Please check your delivery details carefully. We're not responsible for delays or failed deliveries caused by incorrect details.

Flowers & substitutions

Every arrangement is made by hand with seasonal flowers, so yours won't look exactly like the photo.

  • Flowers vary in colour, size and shape, and availability changes with the season and the weather.
  • If a flower isn't available, we'll swap in one of the same or higher value and keep the overall style and colour palette.
  • Vases, ribbons and wrapping may also differ from the photo.

Delivery

We deliver fresh flowers across Hawke's Bay, Monday to Saturday. We don't deliver on Sundays or public holidays.

Zone Fee Same-day cut-off (Mon–Fri)
Hastings, Havelock North, Flaxmere $15 (free over $200) 1pm
Clive $15 (free over $200) 12pm
Napier, Taradale, Haumoana, Te Awanga $18 (free over $200) 12pm
Bayview, Twyford $20 12pm (Twyford 1pm)
Rural $25 Order a day ahead
  • Delivery is free on orders over $200 in the Hastings & Clive and Napier & Taradale zones. Bayview, Twyford and rural delivery fees still apply.
  • On Saturdays, the same-day cut-off is 10am for all zones. Orders placed after the cut-off are delivered the next delivery day.
  • We can't guarantee a delivery time. We can't take timed requests, except for funerals and events we've agreed to in advance.
  • If no one is home, we'll leave flowers in a safe, sheltered spot or with a neighbour, and leave a card. We're not responsible for flowers after they're left safely.
  • If we can't leave them safely, we'll take them back to the shop. Redelivery costs another delivery fee.
  • Hospitals, schools and businesses may have their own delivery rules. We'll follow their instructions.
  • Busy days like Valentine's Day and Mother's Day may have different cut-offs and delivery windows. We'll post these on our website.

Pick-up

Pick-up from our shop at 212 Heretaunga Street East, Hastings, is free. We'll let you know when your order is ready. Orders not collected by closing time on the pick-up day may not be held, and can't be refunded.

NZ-wide gift shipping

  • Fresh flowers are delivered locally or picked up only. We don't courier them.
  • Non-flower gifts ship anywhere in New Zealand for $15, or free on orders over $200.
  • We don't ship internationally.
  • Once your parcel is with the courier, delivery times are up to them. We'll send you tracking details.

Alcohol

  • You must be 18 or over to buy alcohol. By ordering, you confirm you are.
  • Alcohol can only be delivered to someone aged 18 or over. Our driver may ask for ID.
  • We won't leave alcohol unattended or hand it to anyone who appears intoxicated or under 18. If we can't deliver it, we'll return it to the shop, and you can arrange redelivery or pick-up.
  • You can order alcohol online at any time. It can only be delivered Monday to Friday 9am–4pm and Saturday 9am–12pm.
  • Our licence details are on our Liquor Licence page.

Subscriptions

These terms apply to the Forget-Me-Not Club and the Petal & Pour Society, along with everything above.

  • Subscriptions renew and are charged automatically, every 2 or 4 weeks, until you cancel.
  • Petal & Pour Society deliveries include a seasonal bouquet and a bottle of wine. All alcohol terms apply.
  • Petal & Pour Society deliveries are free anywhere we deliver, including Bayview, Twyford and rural addresses. Pick-up is also available. Other orders from members pay the normal delivery fee, unless the order is over $200 in the Hastings & Clive or Napier & Taradale zones.
  • You can pause, skip, change or cancel your subscription from your account, or by contacting us, at least 3 days before your next delivery. Changes made after that apply from the following delivery.
  • If we can't deliver because no one is home or the address is wrong, that delivery counts as made.

Changes, cancellations & refunds

  • You can change or cancel an order for a full refund up to 24 hours before delivery or pick-up. After that, your flowers may already be made, so we can't offer a refund.
  • Fresh flowers are perishable, so we don't accept returns because you changed your mind.
  • If something is wrong with your order, please contact us within 24 hours of delivery and send a photo. We'll replace the flowers or refund you.
  • Fresh flowers last longer with care. Top up the water daily, trim the stems every couple of days, and keep them away from direct sun, heat and fruit.

Weddings & events

We specialise in small to medium weddings and design with in-season blooms. Each wedding or event also has its own quote and agreement. If that agreement differs from these terms, the agreement applies.

  • A non-refundable 25% deposit secures your date. We can't hold a date until the deposit is paid.
  • The balance is due on the 1st of the month before your wedding month. For example, for a February wedding, it's due on 1 January.
  • Final numbers and changes are due 4 weeks before your date. After that, we can add items if flowers are available, but we can't remove items or reduce the total.
  • If you cancel more than 2 weeks before your date, we'll refund everything you've paid except the deposit. If you cancel within 2 weeks of your date, we'll refund 50% of what you've paid, excluding the deposit.
  • Flowers are seasonal, and we'll choose the best of what's available on the week. We'll keep to your agreed style and palette.
  • Hire items such as vases, stands and arches must be returned cleaned and undamaged by 12pm on the Wednesday after your wedding. Missing or damaged items will be charged at replacement cost.
  • Setup and pack-down times and any venue access fees must be agreed in advance.

Business accounts

  • Approved business customers can order on account. Accounts are approved at our discretion.
  • Invoices are due within 7 days of the invoice date. Business accounts pay standard retail prices.
  • Business accounts can order flowers, flower and liquor bundles, liquor and chocolate.
  • We may pause an account if invoices are overdue.
  • The business is responsible for all orders placed under its account.

Privacy, liability & changes

  • We handle your personal information under the Privacy Act 2020. We use it only to fill your order and contact you, and we never sell it. See our Privacy Policy for details.
  • Some flowers and plants can harm pets or cause allergies. Please keep them out of reach of pets and children. Ask us if you need a pet-safe option.
  • We aren't liable for delays caused by things outside our control, such as weather, road closures or courier delays. Your rights under NZ consumer law still apply.
  • We may update these terms from time to time. The version on our website when you order is the one that applies.
  • These terms are governed by New Zealand law.