Frequently Asked Questions

WHAT AREAS DO WE DELIVER TO?
BySahana delivers throughout the greater Sydney area. Please visit our delivery areas page. We can arrange delivery outside our delivery areas for an additional courier fee, call us to find out more.

WHEN ARE WE OPEN?
We are always open online and orders can be placed 24/7. We accept orders daily until our delivery capacity is reached for each day.
You can contact us Monday to Sunday, as follows:
M-S: 7 am – 5 pm
Call us or message us through Instagram or WhatsApp (+61 492995540). We regularly monitor our phones, WhatsApp and Instagram accounts.

WHAT HOURS DO WE DELIVER?
Our Standard Delivery window is 11 am to 6pm, Monday to Sundays. We cannot guarantee a specific delivery time window. If you need your flowers or gifts to be delivered at a particular time (2- hour window), please call us before you place your order.
We can organise a VIP Delivery for an extra charge. Call us or message us through Instagram or WhatsApp (+61 492995540).

WHAT IS THE DELIVERY FEE?
BySahana is currently offering a flat $19 delivery fee (Limited time only) throughout Sydney or 25KM from Sydney Olympic Park our design studio. Please visit our delivery areas page.
We are using external delivery partners, we may need to contact you if the delivery fee is more than $19 and if the delivery address is out of our area.

Please note- on Sundays and on days you have missed our daily cutoff, BySahana offers same day deliveries for an additional $19 per order (this is on top of the standard $19). This is to cover VIP courier rates for Sundays and post daily courier cutoff timings. There are also additional surcharges for Special Events such as Valentine’s Day and Mother’s Day.

WHAT IS THE DEADLINE FOR PLACING AN ORDER?
We are accepting Same Day Deliveries for Fresh, Silk and Dried Flowers. Please note, each design is unique and we will choose the best available flowers for same day delivery orders in the event your selected colours are not available. We guarantee same day delivery until capacity of delivery is reached or until our products are sold out.

For all cakes and cupcakes, orders will need to be placed well in advance and at the latest 10am for next day deliveries. Cake and cupcake orders are subject to availability, BySahana reserve the right to cancel/ amend these orders if our bakery is unable to meet your order requirements within the timeframe provided. If we are unable to make the cake/ cupcakes we will provide you alternative options or a refund for the cake/ cupcake option.

If you have missed the cut-off time, please call us, we may still be able to help with your order.

CAN YOU GUARANTEE A SPECIFIC TIME FOR A FLOWER OR GIFT DELIVERY?
BySahana cannot guarantee a specific delivery time. We will make every attempt to fulfil your request but cannot guarantee it. If you need your flowers or gifts to be delivered at a particular time, please call us before you place your order.
We can organise a VIP Delivery for an extra charge. Call us or message us through Instagram or WhatsApp (+61492995540).

HOW DO I PLACE AN ORDER IF I AM PLACING AN ORDER FROM OVERSEAS AND MY COUNTRY IS NOT LISTED IN THE BILLING INFORMATION?
If you are from overseas, please use the local Australian delivery address as your billing address and input your name, email and international number in the phone and email fields. We will not send any bill or billing information to the recipient. Our website is currently not enabled to list other countries, we are currently working on this feature.

WHAT WILL HAPPEN IF I WANT TO CANCEL THE ORDER?
Please read our Terms and Conditions page. Please let us know 72 hours prior to our dispatch. If the product is already prepared (such as personalisations, cakes and custom flower requests) we will refund the remaining order value. Please note all orders will incur a credit card processing fee and this will be deducted from your order value.

WHAT HAPPENS IF THE RECIPIENT IS NOT AT HOME?
If the recipient is not home when the delivery is made, we will try and contact the recipient on the mobile provided. The gift will be placed in the most secure location available to the courier.
If the gift cannot be left safely, we will contact you to work out a solution. If we deem it is unsafe to leave the flowers and we cannot contact the customer or recipient on numbers provided it will be returned to our design studio and additional charges may apply for return, and any reattempt of delivery.

WHAT HAPPENS IF THE DELIVERY ADDRESS SUPPLIED IS INCORRECT?
If the delivery details are incorrect and the order has already been dispatched, additional charges will apply to remake the flowers and arrange a re-delivery. If you wish to resend the order, then it will be at the customer’s full expense. Please make sure the address is correct when you order, and check the order confirmation email when it is received.
BySahana uses external, reputable couriers to deliver our flowers. It is the client’s obligation to submit the correct delivery address details at the time of ordering.

WHAT HAPPENS IF I WANT TO MAKE CHANGES TO MY ORDER?
We will make every effort possible. This is not possible if the order is already with our driver for delivery or at times if the product is already prepared (such as personalisations, cakes and custom flower requests).

CAN BySahana LET ME KNOW WHEN THE FLOWERS HAVE BEEN DELIVERED?
You will receive a text or an email to confirm your order has been delivered. Please refer our standard delivery window.

WILL MY ORDER LOOK EXACTLY THE SAME AS WHAT I ORDERED?
Every Design is Unique. BySahana do not create identical arrangements, we create every design on the day based on our broad colour palette and available flower selection on any given day. We will do our utmost to match the flowers and colour palettes using a mix of what is available from the Sydney flower markets. The presentation may vary due to availability. Please note, flowers are subject to availability (due to COVID-19 and seasonal availability). BySahana reserves the right to substitute the best possible colour for your arrangement given we cannot fulfil your request.

WHAT CURRENCY ARE THE PRICES DISPLAYED IN?
All prices are displayed in Australian Dollars ($AUD).

WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards; VISA, Mastercard & American Express. We process payments quickly, easily, and securely using Square Payments and PayPal.
We also accept direct bank transfers.

If you need afterpay options, please visit our NEW website- www.bysahana.com.au

DO YOU HAVE ANY DISCOUNT CODES?
We don’t have any discount codes at this moment.

ANY OTHER QUESTIONS?
Should you have any queries, please don’t hesitate to contact us through the contact form or call us on +61 492995540 and we will gladly assist you.