{"id":1169,"date":"2026-03-20T13:59:33","date_gmt":"2026-03-20T00:59:33","guid":{"rendered":"https:\/\/www.interflora.co.nz\/blog\/?p=1169"},"modified":"2026-05-05T14:15:16","modified_gmt":"2026-05-05T02:15:16","slug":"our-quality-promise","status":"publish","type":"post","link":"https:\/\/www.interflora.co.nz\/blog\/our-quality-promise\/","title":{"rendered":"Inside Our Quality Promise: What Happens if Something Goes Wrong"},"content":{"rendered":"\n<div style=\"height:33px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When you send flowers, you are sending a message. It might be \u201cI love you\u201d, \u201cI\u2019m thinking of you\u201d, \u201ccongratulations\u201d or \u201cI\u2019m so sorry for your loss\u201d. Whatever the words, you trust that your flowers will arrive fresh, beautiful and on time, and that they will reflect how much you care.<\/p>\n\n\n\n<p>At Interflora, we take that trust seriously. Our <a href=\"https:\/\/www.interflora.co.nz\/terms\">Quality Promise<\/a> is our commitment to you and the person you are sending flowers to. But even with the best systems and the most experienced florists, things can occasionally go wrong.<\/p>\n\n\n\n<p>This blog takes you behind the scenes to show exactly what happens if they do, and how we work to put things right quickly and fairly.<\/p>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">What Our Quality Promise Actually Means<\/h5>\n\n\n\n<p>Our Quality Promise is simple: when you order flower delivery in New Zealand from Interflora, you can expect fresh, florist-crafted arrangements, designed and delivered by a professional local florist, on the agreed delivery date.<\/p>\n\n\n\n<p>Behind that promise are a few key principles:<\/p>\n\n\n\n<p><strong>Freshness:<\/strong> Flowers are conditioned and arranged by trained florists, not packed in boxes and left in transit for days.<\/p>\n\n\n\n<p><strong>Craftsmanship:<\/strong> Each bouquet is individually designed and hand-crafted, rather than produced on a factory line.<\/p>\n\n\n\n<p><strong>Reliability:<\/strong> We use our <a href=\"https:\/\/www.interflora.co.nz\/terms\">network of trusted local florists<\/a> across New Zealand to deliver your order as close as possible to your chosen time and date.<\/p>\n\n\n\n<p><strong>Care:<\/strong> We treat every order as if it were our own, especially for sensitive occasions like sympathy, funerals and hospital deliveries.<\/p>\n\n\n\n<p>If something about your order doesn\u2019t meet these standards, our Quality Promise is there to protect you.<\/p>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">When Things Don\u2019t Go to Plan<\/h5>\n\n\n\n<p>Although most Interflora flower deliveries across NZ arrive exactly as expected, there are times when things don\u2019t go perfectly. Common issues include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color has-inter-font-family wp-elements-4bd9348a35a1bde0a5dbae61b575dc53\" style=\"font-style:normal;font-weight:400\">Flowers arriving not as fresh as they should be<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color has-inter-font-family wp-elements-51f1a501991ecb3b1780e682347e3d65\" style=\"font-style:normal;font-weight:400\">A bouquet not matching the overall style or value you expected<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color has-inter-font-family wp-elements-73e77df764d9285326611d1e0b4325dc\" style=\"font-style:normal;font-weight:400\">Delivery delays due to weather, access issues or courier problems<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color has-inter-font-family wp-elements-f2e85ec4667618d6c5c98fc30abb4c2c\" style=\"font-style:normal;font-weight:400\">A mix-up with the card message or recipient details<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color has-inter-font-family wp-elements-44246667518e725599877cfc2f087265\" style=\"font-style:normal;font-weight:400\">The wrong product or size being delivered<\/li>\n<\/ul>\n\n\n\n<p>We know that when flowers are attached to important moments, any issue feels bigger. That\u2019s why we encourage you to <a href=\"https:\/\/www.interflora.co.nz\/contact-us\">get in touch<\/a> as soon as you notice something isn\u2019t right, so we can act quickly.<\/p>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Step 1: You Let Us Know<\/h5>\n\n\n\n<p>If you have a concern about your order, the first and most important step is to tell us.<\/p>\n\n\n\n<p>We typically ask for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-bb78f185ac8e3457c8ea5f87a30fbfe1\">Your order number and the name of the sender<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-d45227e21d79f1de9829150de50f89a1\">The delivery address and date<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-b00281e9a0c9e607d94b4a54cd488e64\">A brief description of the issue<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-4bd0e73cbdf1ad7376b567674c49271f\">Clear photos taken as soon as possible after delivery, if the concern is about freshness, quality or design<\/li>\n<\/ul>\n\n\n\n<p>Those details and images help us understand what has happened and how best to fix it. The more information you can give us, the faster we can resolve things.<\/p>\n\n\n\n<p><strong>Need to talk to us about an order?<\/strong><br>You can reach our customer service team via our <a href=\"https:\/\/www.interflora.co.nz\/contact-us\">Contact Us<\/a> page, by emailing <strong><a>orders@interflora.co.nz<\/a><\/strong> or by calling <strong>0800 80 88 80<\/strong> within New Zealand.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Step 2: We Investigate With the Local Florist<\/h5>\n\n\n\n<p>Once we have your information, we contact the florist who created and delivered your order. Because Interflora works with real local florists rather than a central warehouse, your bouquet has been individually made on the day by a florist who can walk us through exactly what they did.<\/p>\n\n\n\n<p>We\u2019ll typically:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-b9f604c9fb7feb68dd02a7413e820bce\">Check the products and recipe that were used for your order<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-4b782ff946c362b16d54a518eaaa83c3\">Confirm any substitutions that were made if a particular flower wasn\u2019t available<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-53d21c3e6802c9b444e8442ad1259850\">Review the condition of stock and the timing of delivery<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-e6694ff1b2ba54ebd2eaa933765cd74d\">Look at photos if the florist took them before the arrangement left the shop<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-e936480b628f2de89ee59c53e2702b2b\">Talk to the delivery driver if the issue relates to delays or access<\/li>\n<\/ul>\n\n\n\n<p>This is not about blaming anyone. It\u2019s about understanding what happened so we can choose the right solution for you and learn from it.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Step 3: We Decide How to Put It Right<\/h5>\n\n\n\n<p>After we understand the situation, we\u2019ll work with you to find a fair resolution. Depending on the issue and what you prefer, this may include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-84a4fed07966dc48e03d345482e2dd38\">A replacement bouquet, delivered as soon as possible to the original recipient<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-b49a51deba9e4d4f22fdfcb8290157d7\">A partial or full refund where the product or service did not meet our standards<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-9e0c1dbce9c4eef59c0d6de84dc26094\">A complimentary upgrade or credit for a future order<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-752623fe9f16df0236bf5ad9f9c2d09a\">A corrected card message or an additional card if there was a wording error<\/li>\n<\/ul>\n\n\n\n<p>Our aim is always that you feel heard, respected and confident to order from Interflora again.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">How We Handle Freshness and Quality Concerns<\/h5>\n\n\n\n<p>Concerns about freshness are time-sensitive, which is why we ask you to contact us quickly and share photos.<\/p>\n\n\n\n<p>In these cases, we look at:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-63fa382528be10c86b898c4076fabda3\">How the flowers appear on arrival, such as wilted blooms, broken stems or browning petals<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-a198e73d17194da1bd3758817bfecc8f\">Whether the flowers are naturally tight buds that will open, or genuinely past their best<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-32116375a34c3b6865b8a7207f6e0c24\">How long after delivery the photos were taken<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-9d59dbeb8fab92504aa0a062e9d31b4c\">The weather conditions on the day and any potential delays in transit<\/li>\n<\/ul>\n\n\n\n<p>If we can see that the flowers were not up to our usual standard at the time of delivery, we will normally arrange a replacement or refund. If the blooms look generally healthy but have deteriorated after several days, we may offer <a href=\"https:\/\/www.interflora.co.nz\/blog\/\">care guidance<\/a> or a goodwill gesture, depending on the situation.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">When Substitutions Are Needed<\/h5>\n\n\n\n<p>Flower availability can vary by region and season in New Zealand, and occasionally a specific variety in the online image may not be available on the day of your order. In these cases, our florists use their expertise to choose the best possible alternatives while keeping:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-a7a66a6d9e598afbfefb9acdad41df08\">The overall style and colour palette similar<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-595ea113040cdef5dcf15fd72fae23e7\">The size and value of the bouquet equal to or greater than what you ordered<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-09fe6007bb258e0d027cdad766bcf164\">The spirit of the design consistent, such as soft pastels, bright and bold, or classic reds<\/li>\n<\/ul>\n\n\n\n<p>Our <a href=\"https:\/\/www.interflora.co.nz\/terms\">substitution guidelines<\/a> are part of our Quality Promise. If you feel that the finished arrangement doesn\u2019t reflect what you ordered in terms of style, size or value, we will review it and act accordingly<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Delivery Issues and Delays<\/h5>\n\n\n\n<p>New Zealand\u2019s weather, rural addresses and access restrictions can sometimes affect delivery. We work with our florists and couriers to minimise delays, but occasionally things happen that are outside everyone\u2019s control.<\/p>\n\n\n\n<p>If a delivery is delayed or doesn\u2019t arrive when expected, we will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-2debf3e85f9b9c9cf9f70e34806c84b2\">Track the order with the florist and delivery partner<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-7fcfbec642b648afbb63e4462c2ee616\">Confirm if and when the order was delivered, and where it was left<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-6946f3d2d3b187d3a3ca182b756e7810\">Arrange redelivery or replacement where appropriate<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-6560c907ee08a78fd07e7c8c3bc92f2f\">Discuss options with you if the flowers were intended for a time-sensitive event, such as a <a href=\"https:\/\/www.interflora.co.nz\/funeral-sympathy-flowers\/sympathy-flowers\">funeral service<\/a><\/li>\n<\/ul>\n\n\n\n<p>Communication is key here. The sooner we know about an issue, the more options we have to fix it<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\">Learning From Every Complaint<\/h5>\n\n\n\n<p>Every concern, complaint or piece of feedback is logged and reviewed. We use these learnings to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-59cdad383fcdec891f4d88d1f174b714\">Provide coaching and support to our florist partners<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-40e9e77d1f9fb79452792f3be5e81f48\">Refine product descriptions and substitution guidelines<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-ccc84c32fd0f9fbb874be1afec2921c9\">Improve packaging, care instructions and delivery processes<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-98020706e582124c8c46cebcd1bded24\">Update internal training for our customer service team<\/li>\n<\/ul>\n\n\n\n<p>Our goal is not just to fix individual problems, but to reduce the chances of them happening again.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Why It\u2019s Safe to Speak Up<\/h5>\n\n\n\n<p>We know some people feel hesitant about raising a complaint, especially if the recipient is a loved one or if the flowers were for a sensitive occasion. You might worry about \u201cmaking a fuss\u201d.<\/p>\n\n\n\n<p>We genuinely see feedback as a gift. If something has gone wrong, we want the chance to put it right for you, for the recipient, and for the florist who cares about their reputation in your community.<\/p>\n\n\n\n<p>By letting us know, you help us maintain the high standards that sit at the heart of the Interflora name.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Our Promise to You<\/h5>\n\n\n\n<p>When you choose Interflora, you\u2019re not just clicking \u201cbuy\u201d on a product. You\u2019re trusting us with an important moment in someone\u2019s life. Our Quality Promise is there for those rare times when something doesn\u2019t go as planned.<\/p>\n\n\n\n<p>Here\u2019s what you can always expect from us:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-d03ac95d67c8e0e4fd340051dc985735\">We will listen to your concern and take it seriously.<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-7c213b146828edcbed31f8cef4ee2682\">We will investigate what happened with care and fairness.<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-cdbd188a5c003ad85e2d071b5a362796\">We will work with you to find a reasonable, timely solution.<\/li>\n\n\n\n<li class=\"has-cm-text-color has-text-color has-link-color wp-elements-1213a6cddb58c155b17edbf1d99bb30c\">We will use what we learn to keep improving our service.<\/li>\n<\/ul>\n\n\n\n<p>So if something ever feels \u201cnot quite right\u201d with your order, please reach out. We\u2019re here to make sure your message is delivered beautifully, and to stand behind it if anything falls short.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Ready to Order With Confidence? <\/h5>\n\n\n\n<p>Browse our<a href=\"https:\/\/www.interflora.co.nz\/occasions\/all-occasions\"> all occasions flowers<\/a> for everyday gifting, explore <a href=\"https:\/\/www.interflora.co.nz\/occasions\/birthday-flowers\">birthday flower<\/a><a>s<\/a> and Mother\u2019s Day flowers for key moments, or send thoughtful <a href=\"https:\/\/www.interflora.co.nz\/funeral-sympathy-flowers\/sympathy-flowers\">sympathy flowers<\/a> when words aren\u2019t quite enough.<\/p>\n\n\n\n<div style=\"height:87px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Woman receiving flowers at home with pink bouquet<\/p>\n","protected":false},"author":1,"featured_media":1195,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[50],"tags":[],"class_list":["post-1169","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-about-interflora"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Inside Our Quality Promise: What Happens if Something Goes Wrong - FlowerTalk<\/title>\n<meta name=\"description\" content=\"Discover how Interflora New Zealand\u2019s Quality Promise protects every flower delivery NZ wide. 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