Customer FAQ - By Lily's Florist Australia

Delivery Information

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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 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 and 4 p.m. we will have the flowers delivered before those times.
 
Do you do flower deliveries on a Sunday?
 
We do not deliver flowers on a Sunday's apart from the second Sunday of every May, which is Mother's Day. In our shopping cart you will not be able to nominate a Sunday delivery unless it's for this day.
 
Do you deliver flowers today - 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 12 p.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 do however you must supply us with the correct mobile phone number of the person the flowers being delivered to. When the courier driver gets to the front gate they will generally call the person to meet them at the front gate. In almost all cases our courier drivers will not be able to enter the building.

Do you deliver flowers to apartment blocks?
 
Yes, we do deliver to apartment blocks however it's critical that the recipient is home when we go to deliver the flowers. If the recipient is not home and we cannot reach them via their mobile phone number we will need to return the flowers to our shop and discuss either the recipient coming to pick them up from the store or charging you another $12 for delivery. We just cannot leave flowers outside an apartment block they will get stolen in a heartbeat.
 
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 you order flowers going to a private home address and there is nobody at home to receive the flowers, the flowers will generally be left in a safe position out of the direct sunlight, out of view from people on the street, but in a position that is visible enough so that when the recipient arrives home they will be able to see the flowers.
 
If none of the above is possible we will first call the recipient to see if they are nearby, if they are not contactable we will return the flowers to the store and organise another delivery time. It's rare that this happens and you may be contacted to discuss another delivery charge.
 
This is why it is critical that you provide us with the correct mobile phone number of the recipient you are sending flowers to. 
 
Do you charge a delivery fee?
 
We do charge a delivery fee of $12 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.

Website Information

How do I order online? 

Go to either https://lilysflorist.com.au/ or https://m.lilysflorist.com.au/ , the latter being our mobile website. You can then search two ways, the first is you can search by flower category and they are as follows 15% off, on sale, freebies, flowers with vase, under $50, birthday, roses, bunches, arrangements, sympathy, baby, get well, and Hampers. Amongst those flower categories you will find a large range of premium flowers to cover almost any occasion. 

The second way to search for flowers is to use our very helpful and intuitive flower finder, using our flower finder you will be able to search more granular occasions such as thank you flowers, I love you flowers and new baby flowers. 
 
Once you have found a product that suits both your budget and the occasion you are sending flowers for click the pink add to cart button, then the green checkout button. You then need to fill out all the delivery details for the reception which includes first and last name, the recipient's mobile phone number, whether or not the flowers are going to a business address, the recipients address if not going to a business, the suburb or city where the flowers are going to, the state, the post code, and by default the delivery country will be Australia so you don't need to select anything there. You then need to nominate the delivery date with our datepicker and lastly, in this section, you need to type out a card message. If you prefer not to have a card message click on the button that says ‘no card message’.
 
The next section relates to you. We will need from you your first name, your last name, your email address, and your home/business phone or mobile phone number.
 
Once this has been filled out you need to click on the payment method that you would prefer to use. You can pay with MasterCard, Visa, American Express, or PayPal. If you choose to order online using any of the above payment methods you will be charged a surcharge for each -  MasterCard we charge 1%, Visa 1%,  American Express we charge 3%, and PayPal we charge a 1.5% surcharge. It is worth noting that if your order totalled $86 that paying with Visa, for example, would add $0.86 to your order. 
 
If you have decided to pay with either MasterCard, Visa or American Express, you will be able to make the payment on our built-in payment page which is protected by a state-of-the-art SSL certificate. If you choose to pay with PayPal you will be directed to the PayPal login page, if you do not have a PayPal account you can still use PayPal for your purchase. PayPal is one of the safest ways to pay for goods and services online.
 
Ordering via our mobile website you would follow a very similar process with the only major difference is that we do not have a flower finder.
 
Once you have placed your order, usually within about 15 minutes, you will receive an email from our website confirming your order. If you do not receive this email, first of all, check your spam folder, if the email isn't in your spam folder please call us soon as possible and we will help you get to the bottom of it.
 
Upon receiving your order confirmation please ensure that you check that all the details for the order are correct, if you find that any of the details are not correct please call us within half an hour of placing your order so that we can make the relevant changes for you. Failing to call us within that time frame may mean that the order has already been made and is out with our courier.
 
If you have any further enquiries or questions about how to water please either call us on 1800 466 534, send us an email, or contact us via live chat.
 
I am pushing the payment buttons but nothing is happening, what am I doing wrong?
 
If you have failed to fill out the form details correctly, like the delivery date, our system will not let you continue. If you have hit one of the payment icons and nothing happens please have one last check over the information you provided us. Once this is filled out correctly go back to the payment icons and push it again, this should fix the problem.
 
Do I need to create an account to order flowers?
 
No, you do not need an account to order flowers with Lily's Florist. The reason why you don't need an account is simple, and that is people when ordering flowers are generally time poor so we worked really hard on creating a speedy, safe, and easy to use checkout and website for our customers.
 
How do I order extra’s?
 
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?
 
The vast majority of products in our bunches category do not come with vases despite the image showing the flowers in a vase. The vases in this case are for display purposes only, you can order flowers in this category by clicking on the vase extra, our vases are $20 each.
 
If you would like your flowers in a vase you could think about ordering flowers from our flowers with vase category, or keep an eye out for flowers that come with a vase like our bright Bunch with a free vase for $99.
 
Do you store my credit card information?
 
Lily's Florist does not retain any credit card information from any customer. All credit card information is stored by our payment Gateway provider’s which are Eway Australia, and PayPal. The only information we retain is the details about your order, your details and your recipient's details. We obviously need to retain this in case we need to contact you regarding your flower order.
 
I am getting an error message what can I do?
 
If you are getting any type of error message, you shouldn't be, please call us immediately and we will take your order over the phone and investigate the issue. 
 
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 decided to buy flowers from our ‘15% off today’ category you will be buying flowers from a most popular category. To redeem your discount you need to add the product to cart and hit the checkout button, then you need to add the code 15%offtoday to the voucher area which can be found on the right hand side of the page in the ‘order summary section’.
 
Once you have entered the voucher code into the little blank field hit the ‘apply voucher code now’ button and the 15% will be taken off your order automatically.

General Information

Can I call you?

Of course, you can you can call us from Monday to Friday, from 7 a.m. to 6 p.m., and on Saturdays you can call us from 7 a.m. to 12:30 p.m.
 
You can call us to order flowers, to get expert advice about flowers and what flowers to order, you can call us to change or edit an existing flower order that you made either online or that you may have called through to us, you can call us to help you with the writing of a gift card, you can call us to give us feedback, be a good or bad, on a flower order that has been delivered to one of your friends or loved ones, or you can call us to give us general feedback on our website or our products and services. 
 
We would just like to add that from time to time we do get quite a lot of calls and that in this case you may need to wait a few minutes to get in touch with us, please be patient though as we will get to your call just as soon as we possibly can. This is of course exponentially more prevalent at busy times of the year like Valentine's Day, Mother's Day, and the week leading up to Christmas. In these busy holiday times, you may need to wait a little while longer. At these busy times, it may be more efficient time wise to contact us via live chat.
 
Are you the florist?
 
We are not the florist, but we answer calls for florists, and we used to be a florist in Kingscliff NSW until we realised that florists like us needed help with both taking orders and facilitating orders. We decided to contact florists all over Australia to ask them whether or not they would be interested in partnering with us to help them get flower orders. 
 
The response from the florists we contacted was an overwhelming ‘yes please help us’, so we decided to create websites for our partner florists all over Australia to help them with this process.
 
The result obviously means that our partner florists now have far more time to dedicate to creating better flower designs with the result also meaning that the people you send flowers to are ultimately happier.
 
Unlike some of our competitors our partner florists are not charged membership fees, all we ask of them is that they make the flowers as professionally as possible and give you as much value for money as possible.
 
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, our prices do include GST.

Can I get a tax invoice?

If you order online you will receive a tax invoice via email. If you order by phone you must request one after your order, or call us to get one.

Product Issues & Refunding

My flowers didn’t arrive, what can I do?

If you have ordered flowers for delivery and for some reason they haven't arrived there is generally a good reason for this. 

It may mean that the delivery details were incorrect, there was a problem with the courier driver, we didn't receive the order, there was an issue with your order or for some reason there was a communication breakdown between Lily's Florist and one of our partner florists. They are some of the reasons why you may not have received your order but there may be other reasons too of course.
 
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 of my statement, what can I do?

Double charges on credit statements are rare and if they happen are usually either due to an accidental double click of the pay now button, or some type of internet interruption during the pay now process.

If you see one, please contact us with all the details about your order and we will organise a refund for one of the charges for you.
 
Do you deliver internationally?
 
We do have connections in the US, Indonesia, Hong Kong, and New Zealand but at this point in time you will not be able to order flowers going to any of those locations online, you will need to call us to place an order to any of those locations.
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