Shop ByPrivacy Policy - Lily's Florist
Lily's Florist (trading name of United Florists Pty Ltd)
ABN: 1783 0858 659
Number: 1300 360 469
Effective Date: 17.9.2025
Our Commitment to Your Privacy
At Lily's Florist, we're a family-run Australian owned and operated business that's been connecting people through flowers since 2009. We understand that trust is earned, and protecting your personal information is a big part of that trust. This Privacy Policy explains how we collect, use, protect, and share your information when you use our flower delivery service.
1. Information We Collect
Information You Provide to Us
- Contact Details: Name, email address, phone number, delivery and billing addresses
- Order Information: Products ordered, delivery instructions, card messages, special requests
- Account Information: Username, password (encrypted), order history, saved addresses
- Payment Information: Credit/debit card details (processed securely through our payment partners - we don't store full card numbers in our admin, this is handled by Braintree & PayPal)
- Communications: Emails, chat messages, phone call notes when you contact our Australian-based customer service team
Information Collected Automatically
- Device Information: IP address, browser type, operating system, device identifiers
- Usage Data: Pages visited, time spent on site, click patterns, search queries on our site
- Cookies and Similar Technologies: See Section 8 for details
Information from Third Parties
- Delivery Confirmations: Updates from our partner florists about order status
- Reviews: Feedback provided through Feefo or other review platforms
- Social Media: Information when you interact with us on social platforms
2. How We Use Your Information
To Fulfill Your Orders
- Process and deliver your flower orders through our network of 800+ partner florists
- Send order confirmations and delivery updates
- Handle customer service inquiries
- Process payments and prevent fraud
To Improve Our Services
- Understand which products and services are popular
- Personalise your experience on our website
- Develop new features and offerings
- Ensure our website works properly across all devices
To Communicate with You
- Send transactional emails about your orders
- With your consent, send marketing communications about special occasions (Mother's Day, Valentine's Day, etc.)
- Respond to your questions and requests
- Send important updates about our services and your order
For Legal and Business Purposes
- Comply with Australian legal requirements
- Protect against fraud and unauthorised transactions
- Enforce our Terms and Conditions
- Protect the rights, property, and safety of Lily's Florist, our customers, and partner florists
3. Information Sharing and Disclosure
We don't sell or rent your personal information. Full stop. Here's who we do share information with:
Partner Florists
When you place an order, we share necessary details with the local florist fulfilling your order:
- Recipients name and delivery address
- Delivery instructions and card message
- Your first name (for order reference) and your contact number
- Phone number of recipient (only if needed for delivery)
Service Providers
We work with trusted companies that help us run our business:
- Payment processors (for secure transactions) - Braintree & PayPal
- Email service providers (for order confirmations)
- Website hosting and security services, all Australian based
- Analytics providers (to understand website usage)
- Review platforms (Feefo, ProductReview & Trustpilot for authentic customer feedback)
Legal Requirements
We may disclose information if required by Australian law, court order, or to protect:
- Our legal rights and property
- The safety of our customers and staff
- Against fraud or security threats
4. Your Rights and Choices
Access and Update
You have the right to:
- Access the personal information we hold about you
- Correct inaccurate or incomplete information
- Request a copy of your data in a portable format
Delete Your Information
You can request deletion of your personal information, though we may need to retain certain records for legal or business purposes (e.g., transaction records for tax purposes).
Marketing Communications
- Opt-Out: Unsubscribe from marketing emails via the link in any marketing message
- SMS: Reply STOP to opt out of SMS marketing
- Account Preferences: Update your communication preferences in your account settings
Cookies
You can control cookies through your browser settings. Note that disabling certain cookies may affect website functionality.
How to Exercise Your Rights
Contact our Privacy Team:
- Email: [email protected]
- Phone: [Your Phone Number]
- Mail: Lily's Florist, [Your Business Address]
We'll respond to your request within 30 days, but usually in less that 24 hours.
5. Data Security
We take the security of your information seriously:
- Encryption: SSL certificates for all data transmission
- Payment Security: PCI DSS compliant payment processing
- Access Controls: Limited access to personal information on a need-to-know basis
- Regular Updates: Security patches and system updates
- Partner Standards: Contractual requirements for our service providers to protect your data
While we implement strong security measures, no internet transmission is 100% secure. We encourage you to use strong passwords and keep your account credentials confidential.
6. Data Retention
We keep your information for as long as necessary to:
- Fulfill orders and provide customer service
- Comply with legal obligations (7 years for financial records under Australian law)
- Resolve disputes and enforce agreements
- Support your account functionality
Marketing contact information is retained until you opt out, after which we'll only keep what's necessary for suppression lists.
7. Children's Privacy
Our services are not directed to children under 18. We don't knowingly collect information from children under 16 without parental consent. If you're under 18, please use our services with adult supervision.
8. Cookies and Tracking Technologies
Types of Cookies We Use
- Essential Cookies: Required for website functionality (shopping cart, account login)
- Analytics Cookies: Help us understand how visitors use our site like Google Analytics
- Marketing Cookies: Used to show relevant ads and measure campaign effectiveness
- Preference Cookies: Remember your settings and choices
Managing Cookies
Most browsers allow you to:
- View, delete, and block cookies
- Set preferences for certain websites
- Choose to be notified when cookies are set
Visit your browser's help section for instructions.
9. Third-Party Links
Our website may contain links to other sites like when sourcing other websites in blog articles. We're not responsible for the privacy practices of other websites. We encourage you to read their privacy policies before providing personal information.
10. International Transfers
While we're an Australian company serving primarily Australian customers, some of our service providers may process data overseas. We ensure appropriate safeguards are in place to protect your information in accordance with Australian privacy laws.
11. Compliance
This Privacy Policy complies with:
- Australian Privacy Act 1988 and Australian Privacy Principles
- Spam Act 2003 (for electronic marketing)
- Do Not Call Register Act 2006
- Applicable state and territory privacy laws
For EU residents: We comply with GDPR requirements for any EU customer data we process.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We'll notify you of significant changes by:
- Posting a notice on our website
- Sending an email to registered users
- Updating the "Last Updated" date
Continued use of our services after changes constitutes acceptance of the updated policy.
13. Contact Us
We're real people running a real Australian business. If you have questions, concerns, or complaints about this Privacy Policy or our privacy practices:
Privacy Officer Lily's Florist [Your Business Address] Email: [email protected] Phone: [Your Phone Number] Business Hours: Monday-Friday, 7 AM - 6 PM AEST
Privacy Complaints
If you're not satisfied with our response to your privacy concern, you can contact:
- Office of the Australian Information Commissioner (OAIC)
- Phone: 1300 363 992
- Website: www.oaic.gov.au
14. Acknowledgment
By using Lily's Florist services, you acknowledge that you've read and understood this Privacy Policy.
