Customer FAQs

Indeed, we do deliver to all private and 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 in our experience 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.

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.

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 the florist's shop. In such cases, we may discuss options like the recipient picking up the flowers or an additional delivery charge.

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

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 or chocolates. Proceed to the checkout page, enter recipient and payment details, and complete the order. You will receive an order confirmation via email.

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.

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.

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.

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.

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.

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 protected by an SSL certificate.

If you visit a website that does not have an SSL certificate your browser will warn you, usually with an icon in the address bar, and a message saying 'your connection to this website is not secure'.

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

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.

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 very seriously so please get in contact with us and we will get to the bottom of it for you.

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 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.

Once we have both agreed that a refund is the right outcome, we process it straight away. There is no waiting period at our end.

How long it then takes to appear on your statement is up to your bank, and that is generally 24 to 72 hours. PayPal works the same way. If it has not shown up after that, please call us and we will get to the bottom of it for you.

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.

No, we are not a florist, and not 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 and location information, 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.

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 1300 360 469.