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.
Are all the blooms pure silk?
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.
Are your flowers real-touch?
We do have some real-touch flowers in our range, but not all our flowers are real-touch. We strive to sell only stems that we feel are botanically correct, and real-touch do not always mean they are realistic versions of their fresh counterparts. In the product description it will say if the product contains real-touch stems.
What is water resin?
Water resin is a clear resin which is added to the vase of your arrangement to give the illusion that the arrangement is sitting in clear fresh water. The stems are permanently set into the resin.
All of our arrangements can be placed into water resin (please contact us for a quote on your particular arrangement). Our arrangements are made to order, so if resin is requested this will add a couple of days onto your delivery, as the resin takes 48 hours to set.
What is your minimum order?
We do not have a minimum order. Delivery is free Australia-wide for all orders over $80.
How do I place an order?
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?
Can I cancel my order prior to delivery?
Can I return goods if not suitable?
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 1-3 business days to prepare your order in the studio. If you have requested your arrangement to be permanently set in artificial water resin the lead time will be a few days longer as it takes 48 hours for the resin to set. If you are requiring an arrangement urgently, please call us and we will try to assist you.
We partner with a network of courier services that meet our high standards for parcel care. You will be sent tracking details of your package once it has left our studio.
What are your freight/delivery costs?
We currently offer free delivery Australia-wide for all orders over $80.
Ensuring your blooms arrive looking as 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.
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?
How can I pay for my order?
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.