Customer FAQs

• Can I nominate a delivery time?

  We do not and cannot guarantee delivery times however we will do our best to get the flowers to your friend or loved one just as soon as we can. There are many reasons for this but as examples things like traffic and weather conditions can affect delivery times and are out of our control which is why we tend to not guarantee times.

  In saying that there are some occasions where whilst we do not guarantee the delivery time we do go the extra mile to get the flowers there. The perfect example to illustrate this is a funeral. If we discover that the flowers are for a funeral (you can choose the occasion in the checkout) we generally call the funeral home and organise for the flowers to be there at the time of the funeral service.

  Another example if the flowers are for say a teacher working at a school. As most schools shut down between 3 p.m and 4 p.m. we will have the flowers delivered before those times.

• Do you do flower deliveries on Sundays?

  Except for Mother's Day, we do not deliver flowers on Sundays. You won't be able to select a Sunday delivery date in our shopping cart unless it's for Mother's Day.

• Do you deliver flowers on the same day?

  Yes we do it's course. We deliver same day flowers from Monday to Saturday just about every week of the year unless one of those days falls on a public holiday. 

  To guarantee your same day delivery of flowers it's important that you get your flower order into us either by calling or by ordering online by 2 p.m. the day off delivery.

  If your flower order gets to us after 2 p.m. it will be delivered as soon as possible the next day. If flower order gets to us after 10 a.m. on a Saturday the flowers will be delivered as early as possible Monday morning.

• Do you deliver to air force or army bases?

  Yes, we deliver to air force and army bases. However, we require the correct mobile phone number of the recipient. Our courier driver will contact the recipient upon arrival at the front gate, as they are generally unable to enter the building.

• Do you deliver flowers to apartment blocks?

  Yes, we deliver to apartment blocks, but it's essential that the recipient is home at the time of delivery. If the recipient is not home and we can't reach them via their mobile phone, we will need to return the flowers to our shop. In such cases, we may discuss options like the recipient picking up the flowers or an additional delivery charge.

• Do you deliver to hospitals?

  Indeed, we do deliver to all private & public hospitals, all maternity wards, and all nursing homes.

  When you're ordering flowers for a hospital or any of the above it's important that you understand the following and provide us with the below important information.

  If the recipient has just had any type of surgery and is in ICU the flowers that you order will be delivered to the hospital but the nurses will not deliver them to ICU. Generally speaking the flowers will be left at the nurse’s station until the patient has been moved to the regular hospital bed and room.

  When ordering flowers for a hospital or a maternity ward you must provide us with all your personal details which includes your first and surname, your mobile number, and your email address. For the recipients details we will need their first and surname, the hospital that they are in, the ward they are in, and both their bed number and their mobile phone number. We generally do not call the recipient to spoil the surprise but there are some rare cases where we may need to.

  It's advised that if you are sending flowers to a hospital that you either order from our new baby flower category, get well flower category, or our arrangements flower category. The reason is that all the flower products in these categories are designed and placed into special flower boxes which mean both the flowers won't need a vase and will not need too much care after they're delivered. Therefore, they are the perfect gifts for people in hospitals. 

• Do you offer specific delivery times for funerals?

  Although it's slightly contrary to our above point regarding specific delivery times, if you order flowers for a funeral service we will do our best to get it there by the time of the service. We know all the funeral directors and centres in town therefore when we received your order and we know it's for a funeral we generally call the funeral directors to find out exactly what time and date the funeral is on and we'll get them there soon as possible.

• What happens when there is nobody at home?

  If the recipient is not at home when we deliver to a private address, we will leave the flowers in a safe position, out of direct sunlight and view from the street. If that's not possible, we will call the recipient and attempt to arrange an alternative delivery time. If we cannot reach the recipient, we may need to return the flowers to our shop or discuss another delivery charge.

• Do you charge a delivery fee?

  We do charge a delivery fee of $15.95 for all flowers. But most deliveries are slightly more than that but Lily's Florist subsidies the balance cost in most cases. There may be some instances where your order is going to a location in a remote place that requires additional delivery charges, if this is the case we will call you to discuss the extra delivery costs. 

  Please note that our website will not allow us to show the delivery charge until the payment page of the checkout process.

  If you are paying by PayPal you will see the delivery charge in the payment breakdown just before you pay.

• How do I order flowers online?

  To order flowers online, visit our website and browse our flower categories or use the search bar. Once you find a product, follow the steps to enter the delivery address, choose the delivery date, select the size, and add it to your cart. You can also add extras like teddy bears or vases but you must add a flower product to cart before adding an extra like a teddy bear of chocolates. Proceed to the checkout page, enter recipient and payment details, and complete the order. You will receive an order confirmation via email.

• Do I need to create an account to order flowers?

  No, you do not need to create an account to order flowers. Our checkout process is designed to be quick and easy for time-conscious customers.

• How do I order extras?

  Lily's Florist stocks a number of exciting extras that you can add to your order like chocolates, teddy bears, bottles of sparkling wine, red and white wine, and glass vases. You can only order these extras if you have first ordered a product. If you choose an extra without first adding a flower product to your shopping cart essentially nothing will happen and you will get an error message. 

  Although this is covered in the above paragraph to an extent you cannot order alcohol without ordering flowers, we must be very clear about this, alcohol can only be a gift it cannot be purchased otherwise. Further, you must be over the age of 18 to order any gifts that contain alcohol. If you do order alcohol as a part of the gift for a loved one or a friend upon delivery you may be required to show identification to our courier driver.

• Do your bunches come with vases?

  Most products in our bunches category do not come with vases. The vases shown in the images are for display purposes only. However, we have a separate category called "flowers with vase" where you can find arrangements that come with a vase. Alternatively, look out for specific arrangements that include a free vase.

• Do you store my credit card information?

  No, we do not retain any credit card information. All credit card details are stored securely by our payment gateway providers, Braintree and PayPal. We only retain order details and contact information for communication purposes.

• Is it safe to order online?

  Yes, it is completely safe to order online, we have invested significantly in security that protects both you as a customer and us as the business.

  The easiest way for us to explain what security measures we have taken, at least simply, is to look at the URL bar. You will see here that there is a padlock and a word that says ‘Secure’, you will also notice that our URL contains the letters https which means that this website is extremely secure and protected by an SSL certificate.

  If you visit a website that does not have an SSL certificate, and you are using Google Chrome for example, you will see a grey circle with the letter ‘i’ in it, when you click on this grey circle you will see a message saying ‘your connection to this website is not secure’.

• How do I use live chat?

  We recognised some time ago that time poor people would prefer to use live chat so we had it built and installed it on our website. The really cool thing about live chat is that you can get answers extremely quickly to everything from minor to major questions.

  Live chat is simple to use, just click on the icon and ask the question and one of our experts will answer you as soon as possible.

  Fun fact about live chat -  after many years of using by chat the most common question is -  you deliver ‘here’? The answer to that is yes, we do, we deliver to every town and city in Australia, and all flowers are available for same day delivery.

• How do I use my voucher code?

  If you have a voucher code, add the desired product to your cart and proceed to checkout. On the checkout page, you will find a field to enter your voucher code. After entering the code, click on "apply voucher code now" to apply the discount to your order.

• Can I call you?

  Yes, you can call us during our operating hours from Monday to Friday, 7 a.m. to 6 p.m., and on Saturdays from 7 a.m. to 12 p.m. Our contact information can be found on our contact us page or you can call 1800 466 534.

• Are you the florist?

  No, we are not a or the florist. We answer calls and take online orders on behalf of our partner florists. We are an Australia-wide network online florist. If you would like more information about the Lily's Florist story please go to the footer of our website, or our home page, to find out more information about us - you can also click here. 

  It is also worth noting that we are a fully owned and fully operated Australian business, and all our employees are based in Australia. 

• Do your prices include GST?

  Yes, all our prices include GST (Goods and Services Tax).

• Can I get a tax invoice?

  If you order online, you will receive a tax invoice via email. If you order by phone, you can request a tax invoice after placing your order.

• My flowers didn't arrive, what can I do?

  If for any reason the flowers were not delivered please call us just as soon as you find out. We will work with you on finding the best possible solution which may be a new delivery time or a full refund for the flowers.

  Of course, it's very rare for flowers to not be delivered and we take non-deliveries is very seriously so please get in contact with us and we will get to the bottom of it for you.

• In my opinion, the flowers were not to value, what can I do?

  We must receive any value complaints within 24 hours of the flowers being delivered. If for any reason that you feel the flowers that were delivered didn’t meet your expectations we require you to email us a picture of the flowers that were to delivered.
  
  We need a picture of both sides of the flowers so that we can get a better idea and a better perspective of the flowers. Upon receiving the picture of the flowers we will take the issue up with the delivering florist, we will then get back to you with information regarding your query. At this point we will work with you on the best possible solution.
  
  We must emphasise though the importance of receiving the photographs of the flowers within a 24-hour time-frame. Failing to get the photographs to us within that time-frame will mean that we cannot do anything more about your flower order. The main reason for this is that obviously as the days go on the flowers start to deteriorate therefore making the decision on what to do about the flowers far more difficult.

• When can I get a refund?

  If you have ordered flowers and we've both decided that the best possible solution is to refund you, you will normally receive your refund within 24 hours of this time. If for some reason you have not received your refund please call us and we will get to the bottom of it for you.
  
  If you have paid via PayPal the same process will apply and that is that the refund will generally take around 24 hours to process.

• I noticed a double charge on my statement, what can I do?

  If you notice a double charge on your credit statement, please contact us with all the details of your order. We will arrange a refund for one of the charges.

• Do you deliver internationally?

  Yes, but for the USA only and through our partners there. If you would like to send flowers to the USA click here