Frequently Asked Questions
Do you have a showroom I can visit to view your range?
The Secret Blooms Design Studio is not open to the public.
Can I collect my goods in person?
You are more than welcome to arrange collection in person subject to arranging a mutually convenient day and time with the studio. Please call us prior to placing your order so we can assist you in voiding the freight charges on the order and booking a collection time in the diary.
Note that we offer free local delivery in the Roseville, Chatswood, Lindfield and Killara suburbs. We also offer a free pick-up service if you wish to collect your order from one of our regular market locations.
Are all the blooms pure silk?
Fortunately not. Silk, despite its luxurious connotations, is simply not as cost effective or versatile as other materials more commonly used today. Silk flowers were named over one-hundred years ago, when artificial blooms were sewn with silk. While we still refer to them as “silk” flowers, the current manufacturing methods use synthetic fibers and high-tech processes to create botanically accurate and supple to the touch artificial flowers.
There are still some pockets of pure silk flowers but their scarcity and price make them less viable for retail purposes. Polyester has been the main material for manufacturing artificial flowers since the 1970s. Most artificial flowers in the market nowadays are made of polyester fabric.
Why do we call ourselves a Silk Flower Design Studio then? Well, whilst our opportunity to design with pure silk is limited we have deliberately used the word silk in our tagline as a way of addressing common misconceptions including that polyester is the inferior version of fake flowers. In fact polyester is used in some of the most exquisite blooms we range and nothing compares to the fluid movement and natural colour tones the material is able to deliver.
What is your minimum order?
We do not have a minimum order value although custom commissions do start from $300. Delivery charges are included in the price unless otherwise stated.
How do I place an order?
The easiest and most effective way to order from us is through the Blooms Boutique online. We do accept phone and email orders if you’re in a pickle.
Any orders placed through the site are considered subject to there being stock available. All items are subject to availability and the dimensions are approximate.
What happens if I want to make changes to my order?
We will make every effort possible to put in place any changes to your order as long as the order has not commenced design and build.
Can I cancel my order prior to delivery?
As each of our designs are made to order all orders are firm binding and cannot be cancelled. If your order has not commenced design and build we can – in exceptional circumstances – arrange for your order to be cancelled.
Can I return goods if not suitable?
You may return an item within 14 days of receipt for a full refund. Custom orders cannot be returned.
Returned parcels remain the customer’s responsibility until received by us. Please allow 14 days for a refund which will be credited back to you using the same method with which you originally paid. Please ensure you include details of the item code and reason for return.
Returns must be in original packaging, unused, with proof of purchase and in a fully resaleable condition. The company does not pay return freight. Additional parcel insurance is recommended when returning goods. Please refer to the simple instructions that we send with your order.
How long do I have to wait for delivery?
It usually takes us between 2 or 3 days to prepare your order in the studio. However bespoke designs take longer and delivery time will be advised on placement of order. We partner with a network our courier services that meet our high standards for parcel care. Whilst lead times for delivery can vary depending on your location and unplanned events in this great, wide, marvelous natural world of ours …..it would be safe to assume the following ;
What are your freight/delivery costs?
Ensuring your blooms arrive looking at bloomingful as they did when they left our studio is our priority. This is why we spend a lot of time and effort packaging your blooms to ensure a safe delivery that’s as much a pleasure to receive as it is to open.
We charge a competitive $15.00 flat rate for shipping – Australia wide. We reserve the right to quote a surcharge on rural postcodes ordering large, bulky items. Our goal is to avoid this at all costs but if we do have to exercise this option you can rest assured we’ll be completely transparent with our costs and we will always share the cost.
We work closely with our courier partners to ensure we’re getting both the best service and the best price.
You may request that deliveries be left in an accessible, designated spot at your home if you are out. These deliveries are the sole responsibility of the customer and no claims will be accepted for lost, stolen or incorrectly delivered orders to residential addresses.
How long will it take my order to reach me?
This can vary by location but on average orders are received within two business days of despatch. However, this can vary considerably depending on your location. Those of you lucky enough to live far away from the concrete jungles of our big little island …might have to wait a few more days.
I haven’t received my delivery?
Please advise our office so we can check the status of your order with the freight company.
Will I get a refund if my order goes missing?
Once we have investigated the details of your missing parcel any refunds payable will be credited back to your credit or debit card.
How can I pay for my order?
We accept all major credit and debit cards, and offer Paypal through our Blooms Boutique and will also assist with any requirements for direct bank deposits (please get in touch with us directly).
Please note that due to higher than average transaction costs, payments made using American Express will incur 2.5% processing fee.
All transactions are processed in Australian Dollars.
How true are your colours?
While every effort is made to ensure that all colours are accurately reproduced on our website please bear in mind that your own system may cause variations in colour reproduction.
How is your data transmitted?