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FAQs


Customer Service Availability

We’re here to help you have a great shopping experience in-store or online.

 

Check out our list of Frequently Asked Questions (FAQs); if you still can’t find what you’re looking for, email us at help@bloomsthechemist.com.au

 

We aim to respond to emails during Support Office hours: 8.30am – 5pm, Monday through Friday AEST.

 

How do I know it is safe to shop with you?

 

Privacy

Your privacy is important to us and we work to ensure that your details are secured. Learn how we keep your details safe by viewing our Privacy Policy.

 

Is using my Credit Card details on your site safe?

Every credit card transaction on our site occurs within a secure environment. Blooms The Chemist’s payment system is protected by a SHA-256 bit with RSA encryption certificate awarded by a Certified Authority (CA).

 

When you see a key lock on your web browser in the address bar, you’ll know that everything your transaction is secured. We do not hold your credit card information after your order is complete. It is submitted directly to our bank. Your browser may pre-fill credit card information. This is information stored locally on your computer and not held by our website.

 

What are cookies? Do I need to enable cookies in my browser?

 

Cookies are small packets of information sent from a website to your browser and which are stored on your computer. Your browser will normally have 'cookies enabled' by default. Each website can send its own cookie to your browser. They do not access your personal information but use anonymous unique identifiers.

 

Cookies needed to be working on your browser for you to add products to your cart and access your account information.

 

If you share your computer with others or access the site from a public computer, please sign out before leaving the computer unattended. For more information on how we use cookies, please see our Privacy Policy.

 

What is your ABN?

 

Blooms The Chemist Management Services Ltd.

ABN 64 003 584 718
ACN 003 584 718

 

I have a question about pricing.

All prices on our website are in Australian Dollars. We do not currently ship overseas.

 

Price Match

Blooms The Chemist offers a price match guarantee on discount prescriptions; if you find a cheaper price on an identical stocked item, let us know and we’ll match it*. Download the Prescription List to view products and prices. View all terms and conditions.

 

Is there somewhere I can go to view the product before purchasing?

 

We have over 100 stores across Australia that you can visit to view any of our in-store products. Please use the store finder to locate a Blooms The Chemist near you; we recommend calling your store to confirm they have stock of the item you’re interested in.

 

How do I know if you carry a certain brand?

 

Having trouble finding something? Try using our search function.

 

How do I create a new online account?

 

To create an account, click the Create Account link in the menu. You will need to provide your name, email and set a password. We will then send you an email to confirm your email address. Click the link in the email and you will be prompted to provide a few extra details to become a My HeathRewards member and earn points on your purchases.

 

You can also check out as a guest if you do not wish to create an account.

 

How do I sign into my account?

 

Sign-in to your account by clicking on the user icon in the menu or using the sign-in button at the bottom of each page of our site. Use the email associated with your account along with your password. If you’ve forgotten your password use the Reset Password link.

 

How do I check if I have an account?

 

Try signing-in with your email and password. If you cannot sign-in try to reset your password. If we do not have an account registered with your email address then you will need to create a new account.

 

How do I update my details on my account?

 

Simply sign-in and edit your details. You can manage your personal information such as addresses and payment details.

 

If you are a Blooms The Chemist online account holder you can save up to two delivery addresses for a faster checkout experience. To update these simply sign-in to your account and locate the ‘Shipping Addresses’ section in the ‘Manage Account’ menu. Make any changes and click the ‘Save’ button.

 

How do I know my order was successful?

 

You will automatically be directed to the order confirmation page when your order is complete. You will also receive an email with order information. If you do not receive either of these please contact us at help@bloomsthechemist.com.au so that we can investigate if your order was successful.

 

I’m having trouble placing an order.

 

We’re here to help; send us an email via help@bloomsthechemist.com.au and we’ll do our best to assist.

 

I need help with my promo code, what do I do?

 

To redeem a promo code you will need to enter the code during the checkout stage.

Look for a field called ‘Promo Code'.

Copy and paste your code into this field and click the 'Apply’ button.

 

My promo code isn't applying on my order; what's wrong?

Please check that your purchase meets the Terms & Conditions listed on the promotion. This may include:

  1. Minimum spend amount
  2. Expiry date
  3. Brand, product or sale exclusions

Promo codes are case sensitive so please enter the exact code at checkout - copying and pasting may help.

 

What payment methods do you offer?

 

Blooms The Chemist Online offers multiple payment options to make checkout easy. We accept payment by credit card, debit card and PayPal.

 

How do I earn Rewards points?

 

When you shop online or in-store with Blooms The Chemist you earn Rewards points for every eligible purchase. $1 = 1 point. 100 points earns you a $5 voucher to spend on your next purchase. View our full terms and conditions here.

 

How do I use my points on purchases?

 

You can redeem your My HealthRewards points on purchases when you shop in-store or online. Sign-in to your Blooms The Chemist online account and choose the Redeem Points option from the menu. Choose the amount you wish to redeem as a store credit.

 

Look for your store credit when you checkout and use this as part or full payment for your purchase.

 

You can also redeem points in-store. Just let your team member know that you wish to redeem points on your purchase and they will assist you.

 

How long do my points last?

 

To keep your My HealthRewards points active you need to accrue or redeem points at least once every 24 months. This keeps your membership active and will mean your points remain redeemable. View our full terms and conditions here.

 

How do I see how many points I have?

 

To view your point balance sign-in to your Blooms The Chemist online account. The balance will show on the dashboard of your account and under the point balances tab.

 

How can I donate points to Make-A-Wish Australia?

 

You can use your My HealthRewards to make a donation to our charity partner Make-A-Wish Australia. For every 100 points you donate Blooms The Chemist will donate $5 to help make wishes come true.

 

To donate your points, sign-in to your Blooms The Chemist online account and choose the Donate Points option from the menu. Choose the amount you wish to donate to Make-A-Wish and select Donate. We will send you a confirmation email and a thank you from Blooms The Chemist for your generous donation.

 

Do you ship internationally?

 

We are only able to deliver goods within Australia at this stage.

 

What is your shipping policy?

 

View our shipping policy here.

 

Where do you deliver orders to?

 

In the checkout, you can choose whether you want your order delivered to a home or work address. You can also choose if you would like it left or taken to a post office if you won’t be available to receive your parcel. Additionally, you may leave us a note when you checkout to include any special delivery instructions.

 

How long will it take to receive my order?

 

Your delivery time will depend on your delivery location and where your order is being shipped from. Our shipping partners operate independently of Blooms The Chemist. Therefore, we cannot guarantee delivery times and there may be unexpected delays for a variety of reasons.

 

How can I track my order?

 

We’ll send you confirmation emails 1) when your order has been placed and 2) is ready for pick up by the courier. When your order has been shipped, you’ll receive another email with updated shipping information. This will include a link to tracking information. If you cannot locate this email you can also track your order here.

 

You can also track your order from your Blooms The Chemist Online Account; just head to Your orders to find the tracking details.

For some delivery services, tracking can take up to 7 hours to reflect the status of the delivery.

 

Which Blooms The Chemist stores offer Click & Collect?

 

We are rolling out Click & Collect across our store network. Please see here (Click & Collect landing page) for a list of stores for which Click & Collect is now available.

 

How long will it take for my Click & Collect order to be ready for collection?

 

If you place your order before 2pm your order will be fulfilled with in 3 hours, Monday - Sunday and including Public Holidays, unless your pick up store is not open on a weekend day or a Public Holiday.

If your order was placed after 2pm, it will be fulfilled by 10am the next day.

If there is a reason we are unable to fulfill your order within these timeframes, the team will be in touch with you as soon as possible.

You can check store hours here.

 

How do I pick up my Click & Collect order?

 

You will be notified via email when your order is ready to be collected in store. Visit the store at your convenience and see one of the team members at the front desk to collect your order.

Store opening hours can be found here.

 

What do I need to take with me to pick up my Click & Collect order?

 

When you visit your store to pick up your Click & Collect order please show the team your order confirmation email. If you no longer have this email the team will request to see a copy of identification.

 

How will I know my Click & Collect order is ready to pick up?

 

You will receive an email notification when your Click & Collect order is ready to pick up.

If you would like to follow up on your order you can call your store for an update. Store contact details can be found here.

 

Can a split my order between Click & Collect and delivery?

 

All items in your order are required to have the same delivery method, either Click & Collect from one store location, or delivery to an address.

If you are experiencing issues at checkout please contact us at help@bloomsthechemist.com.au

 

How can I return an item I purchased via Click & Collect?

 

If you wish to return to an item due to a fault or for change of mind, visit your Click & Collect store and speak to the team. Please contact help@bloomsthechemist.com.au if you are unable to visit your Click & Collect store. Please note our Returns Policy.

 

How can I pay for my Click & Collect order?

 

We accept payment by credit card, debit card, PayPal, Afterpay and Zip Pay

 

I need to change/cancel items on my order.

 

Changing an order.

Once you've placed an order unfortunately it can't be changed to include or remove items.

There is a small window of time where you can cancel an order and make a new one to include the changes.

Cancelling an order.

If you wish to cancel an order, let us know as soon as possible via help@bloomsthechemist.com.au. Please provide your order number and email address to help us locate your order details faster, and make sure you include your preferred updated delivery address.

If your order has not been shipped yet, we can organise the cancellation. If your order has already shipped it is unlikely it can be cancelled. If we cannot cancel an order you can return the items to us using our returns process. Please check the returns policy here.

You can find the status of your order under the Your Orders section of your Blooms The Chemist online account.

 

What if my delivery address is incorrect?

 

We aim to pick and pack your order as quickly as possible. If you’ve placed an order and the delivery address is incorrect, let us know as soon as possible via help@bloomsthechemist.com.au. Please provide your order number and email address to help us locate your order details faster, and make sure you include your preferred updated delivery address.

 

If your order has not been shipped yet, we can make a change. If your order has already shipped, we may not be able to update these details or redirect your parcel.

 

What do I do if I didn’t receive my order notification?

 

You should receive an order notification via the email you provided during the checkout process. If you did not receive the email, please check the spam folder in your email program. If you have a Blooms The Chemist online account you can log in and confirm your order status. If you cannot see the order in your account or locate your confirmation email, please contact us so we can check if your order was successful. Contact us via help@bloomsthechemist.com.au.

 

What if I have been incorrectly charged? 

 

If a customer believes they have been incorrectly charged they should contact us so that we can assist them. We will need their order number, name and email address. They can reach out via email at help@bloomsthechemist.com.au.

 

What if my order is late?

 

If you believe your item to be faulty, please let us know so we can work with you on a solution.

You can email us at help@bloomsthechemist.com.au. Please provide your order number and email address to help us locate your order details faster.

To view our Returns policy, click here.

 

I received something different than what I ordered.

 

Please follow the returns process for your item and choose "I have received the incorrect product" as the return reason.

Please also email us at help@bloomsthechemist.com.au so we can make sure you get what you ordered and better understand what might have gone wrong.

 

How do I know if my order has been delivered/ my order has not arrived?

 

If you’ve received confirmation that your order has been delivered.

 

If you’ve been notified that your order has been delivered but you can't locate it, please do a thorough search of places the driver might reasonably have left it in order to keep it safe from the weather or theft. If you still can’t locate it, please get in touch and we will contact the courier.

 

If you haven’t received your order.

 

We’ll send you confirmation emails when your order has been placed and when it is ready to be picked up by the courier. When your order has been shipped, you’ll receive another email with updated shipping information. This will include a link to tracking information.

You can also track your order from your Blooms The Chemist Online Account; just head to Your orders to find the tracking details.

You can view our shipping policy here.  

 

For some delivery services, tracking can take up to seven hours to reflect the status of your delivery.

 

As we use external delivery companies to fulfill orders, we cannot guarantee delivery timeframes on any orders placed at Blooms The Chemist. Usually, any delays are outside our control. We want you to have a great experience shopping with us, so please get in touch if you have any concerns and we’ll do our best to resolve any issues. If it has been more than two business days since your order was expected to arrive please get in touch with us so we can investigate.

 

Contact us via help@bloomsthechemist.com.au 

 

I missed my order delivery

 

Sometimes the courier cannot safely leave a parcel unattended at the nominated address. Normally, they will redirect it to a pick up location for you and notify you of where you can collect it. It is up to each drivers' discretion to decide if this is the case and is not controlled by Blooms The Chemist.

 

What is your Returns Policy?

 

Here are our basic rules of return:

If you change your mind about an item, Blooms The Chemist will provide you with a refund at the purchase price or an exchange if requested within 30 days of your purchase and if Blooms the Chemist is satisfied that:


- A valid proof of purchase (usually a register receipt or online tax invoice) is provided;

- The item and packaging is in its original condition including all manuals and accessories;

- The product is in a re-saleable condition

- The product has not been used or damaged; and

- The product is not one which a change of mind is not provided for.

 

Blooms The Chemist will accept returns and provide you with a refund at the purchase price or exchange where an item is faulty, is not of acceptable quality, does not match the description provided or is not fit for purpose and does not comply any consumer guarantees.

 

To return an item purchased in a Blooms The Chemist store, please take the item back to any Blooms The Chemist store or call a store to make arrangements for the return. If you need to contact a store you can find contact information here.

 

How do I return an item?

 

To return an item purchased online, please login to the CouriersPlease Boomerang portal to print a shipping label and request for your parcel to be picked up at a time and location of your choice or to find your closest drop off point. Print off the shipping label and affix to the Blooms The Chemist packaging or similar packaging to that which you received your order in. Please ensure packaging is suitably protective to prevent damage during transit.

 

Allow 15 - 20 business days from lodgement and mailing of the parcel, to when it is processed in our Regional Distribution Centre by our team. You should receive your refund or exchange notification 1 – 3 business days after processing. We will keep you up to date throughout the whole process via email.

 

Have you received my return?

 

The entire returns process may take up to 15 business days depending on where you are sending your return from. The majority of our returns are sent back using a service where you can track the parcel. We will keep you updated about your return and provide a link to track it if this is possible.

 

How will I be refunded?

 

Once the process has been completed the refund will be returned to the originating method of payment.

We will let you know once your refund has been processed via email. This will be sent to the email address you have associated with your Blooms The Chemist account or the email you provided at checkout.

 

Are there any items excluded from the returns policy?

 

Occasionally, some items may be excluded from the Blooms The Chemist return policy. We will always let you know when this is the case on the product page.

 

How does Online Store Credit work?

 

Delivery time will depend on the delivery location and where the order is shipped from. Because our shipping partners operate independently of Blooms The Chemist we cannot guarantee delivery times and there may be unexpected delays. This can be for a variety of reasons.

 

How can I provide feedback about a product?

 

We welcome your feedback. If you’d like to let other customers know about a product you’ve purchased you can leave a review. If you’d like to chat with someone at Blooms The Chemist about a product you can email us at any time.

 

When can I expect new products to be listed on your website?

 

We update our product offerings in-store, and online regularly. For online sales we currently stock only sleep health products and carry a large range of pharmacy staples in our stores. We will be offering more products online in the future. Please use our store locator to find your local store and shop our other product lines.

 

An item is out of stock.

 

Unfortunately, sometimes we run out of stock of an item. We aim to restock as quickly as possible, however, we can experience delays for a variety of reasons. If an item is not available to purchase online through Blooms The Chemist please do not hesitate to contact your local Blooms The Chemist store to see if they have availability. Not all items are available for purchase online. You can locate a store here.

 

Do you place items on backorder?

 

We are unable to place items on backorder if we are out of stock.