Complaints Handling Policy

Complaints Handling Policy

We want to hear when something goes wrong, so we can put it right and do better. This policy explains how to make a complaint and what happens next. It applies to every order placed on this website.

How to make a complaint

You can email us at wecare@melsflowers.au, call us 24/7 on +61 1800 905 147, or use the contact page or live chat on this website. Making a complaint is free.

Please tell us your order number, what went wrong and what you would like us to do. For a problem with fresh flowers or fresh food, a photo taken within 7 days of delivery helps us check it quickly. If you need help to make a complaint, for example because of a disability or a language barrier, tell us and we will help.

What happens next

  • We aim to acknowledge your complaint within one business day.
  • We aim to resolve most complaints within 5 business days. If it will take longer, we will tell you why and keep you updated at least every 5 business days.
  • We will look at the facts fairly, tell you our decision in writing and explain any remedy, such as a refund or a replacement.

If you are not satisfied with our response

You can ask for your complaint to be reviewed by a senior member of our customer care team who was not involved in the first decision. We aim to reply to a review request within 10 business days.

If you are still not satisfied, you can contact the consumer protection agency in your state or territory, such as NSW Fair Trading. For information about your consumer rights, visit the Australian Competition and Consumer Commission at accc.gov.au.

Your rights

Making a complaint does not affect your rights under the Australian Consumer Law. Our consumer guarantees, and how we refund or replace faulty goods, are set out in our Refund Policy.

How we use complaints

We keep a record of every complaint and what we did about it, and we review them regularly to fix the causes. We handle your personal information in line with our Privacy Policy. We will never treat you differently because you made a complaint.