Terms & Conditions

United Florists Pty Ltd (trading as Lily's Florist™ ABN: 17 830 858 659 Effective Date: 17.9.25. Version: 1.1.

1. Acceptance of Terms

Customers of Lily's Florist™ that order flowers from https://lilysflorist.com.au/, or any other subsidiary website, agree to the following terms and conditions. By using our website and services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions and our Privacy Policy. Lily's Florist™ is entitled to change these terms and conditions at their own discretion.

2. Eligibility and Account Responsibilities

• You must be at least 18 years old to make purchases on our website
• Persons under 18 may use our services only with adult supervision
• You are responsible for maintaining the confidentiality of your account credentials
• You agree to provide accurate, current, and complete information
• You are responsible for all activities that occur under your account
• Alcohol cannot be ordered without ordering flowers, flowers that have had alcohol ordered with them will not be left with anyone who is under 18 years old

3. Our Services

Flower Delivery - Snapshot

Lily's Florist™ represents a hand selected network of skilled Florists Australia wide. Lily's Florist implement a strict membership criteria for our florists. In coming up with strict standards as with the florists we welcome on our team, we can give our clients the guarantee that they get only the best flower products from our store. Our proud florists are equipped with superior skills and experience to deliver the best every time.

Service Availability

We strive to maintain website availability 24/7, however, we do not guarantee uninterrupted access. We reserve the right to modify, suspend, or discontinue any aspect of our services without notice.

4. Ordering and Payment

Order Acceptance

Your order constitutes an offer to purchase. We reserve the right to refuse or cancel any order for any reason, including:

• Product availability
• Errors in product or pricing information
• Suspected fraudulent activity
• Delivery location restrictions

Payment Processing

• Payment is processed at the time of order placement
• All prices are in Australian Dollars (AUD) and include GST where applicable
• We reserve the right to correct pricing errors

Payment Options

We accept payment by Visa, Mastercard, American Express & PayPal

Lily's Florist™ requires that customers pay a reasonable surcharge for paying with credit cards and PayPal. These surcharges are as follows:

• Visa 1%
• Mastercard 1%
• American Express 3%
• PayPal 1.5%

These surcharges are also viewable during the purchase process.

5. Delivery Terms

Standard Delivery

Lily's Florist™ offers a same day flower delivery service throughout Australia (except Sunday's apart from Mother's Day), our standard delivery fee is $16.95. However, this fee may go up dependent on where you want the flowers delivered in relation to where our member florists are located. If extra delivery is required, Lily's Florist™ will normally cover up to a certain amount, you will be contacted to discuss the extra delivery cost.

Delivery Times - Metropolitan & Large Regional Areas

Lily's Florist™ offers a same day delivery flower service Monday to Saturday. If you order flowers before 2pm, Monday to Friday, the day you want them delivered (except Saturday), Lily's Florist™ will do its best to have your flowers delivered before 5pm to a business address, and 6pm to a private residence. If you order flowers for same day delivery, for a Saturday, your order must be in before 10am on the Saturday you want them delivered. Any flower ordered after this time will be delivered as soon as possible the following Monday.

Country - Mainly Rural Areas

Lily's Florist™ cannot guarantee orders will be delivered, same day, to rural areas. Those flower orders that cannot be delivered same day, will be delivered the following day.

General Delivery Information

• Whilst we do not guarantee times for delivery we do attempt to get flowers delivered within a reasonable timeframe
• Flowers order the day before the delivery date will usually be delivered on the morning of the following day
• Flowers that have businesses as the delivery address will usually be delivered within business hours, up until 5pm
• Flowers going to private home addresses may be delivered up until 7pm
• These times may vary if your order falls outside of a regular delivery area, or special occasions like Valentine's Day, Mother's Day, or Christmas
• When the product has been delivered by our trusted courier network, it is then the responsibility of the recipient to care for their products
• Lily's Florist™ does not guarantee delivery times

Delivery Restrictions

• Lily's Florist™ does not deliver to PO Boxes, or Locked Bag addresses
• If you have ordered flowers that are going to lots or rural addresses Lily's Florist™ cannot guarantee that your flowers will get delivered
• Lily's Florist delivers to every MAJOR town and city in Australia. There will be certain areas that our couriers are not able to deliver to due to regional pricing and availability. In this instance, we will contact you and refund your order in full. Usually, these areas are pre-determined in our softwares backend and you typically will not be able to order for them, but these locations for non-delivery are fluid and changing consonantly. We always do our best to maintain our non-delivery list

Non-Delivery Situations

Whilst Lily's Florist™ does offer same day delivery of flowers to most parts of Australia there are some situations or exceptions where this may not be possible. This may include, but not necessarily limited to the following reasons:

• Lily's Florist™ has been provided with an incorrect address
• There is nobody at the address the courier believes that there is a risk of theft or damage to the flowers – for example, no shade to leave flowers in
• The recipients contact number is incorrect
• You have entered an address that falls outside of our delivery network

Extra Delivery Charges

Unfortunately some locations may require extra delivery charges. Whilst we will contribute some additional delivery on your behalf, if the amount goes above our threshold you may be contacted to see if you are happy to proceed and cover the additional delivery charges. At that time, if you don't wish to contribute, you have the option of cancelling the order without penalty.

Extra delivery charges will apply or exceptions to same day delivery when:

• A delivery for flowers falls out of our usual network or delivery area of our partner florists
• Our couriers have attempted to deliver flowers but were not able to leave them, or the wrong address was given by the sender, ending up with a second delivery
• Incomplete or incorrect recipients number was given
• Our courier deems that there is a security risk to leaving flowers, be it animals, no shade, or theft

6. Order Changes and Cancellations

Change Requests/Order Updates

Any requests to amend card messages, products, or delivery addresses must be submitted at least 72 hours before the scheduled delivery date; otherwise, we cannot ensure the requested changes will be applied.

(*Weekend delivery is not offered in all areas.)

Confirmation of Order

Once an order has been placed with Lily's Florist™ it is the responsibility of the customer to ensure the details given are correct, this can be done with the order confirmation email sent, or by logging into your account. This order confirmation also becomes a tax invoice.

Order Cancellations

We recognise that unforeseen circumstances can arise, necessitating the cancellation of an order prior to its delivery. Before proceeding with such cancellation, we encourage you to contemplate if the order might be delivered on a different date or to a substitute address, as we are willing to make these adjustments to ensure the order is successfully delivered. If these alternatives are not feasible, you are permitted to cancel the order on or before your specified delivery date, under the subsequent terms:

1. Orders yet to be prepared by our partner florists are subject to cancellation, with a $15 cancellation fee applied
2. Orders prepared but not dispatched from our partner florists store can be cancelled, subject to a wastage fee (30% of the flower value) plus additional handling fees
3. Orders that have been dispatched with couriers are not eligible for cancellation

Should Lily's Florist find it necessary to cancel the order due to our inability to deliver on your selected date, you will be fully reimbursed for the cost of the order.

7. Product Information and Substitutions

Substitution Policy

Flowers: All our flower bunches, arrangements, sheaths, and wreaths are individually crafted from fresh flowers. While we always strive to ensure that flowers are accurately represented in our photographs, from season to season and subject to availability, we may be required to substitute one or more flowers for a variety of equal or greater quality, appearance and value.

Extras: Extras (for example vase, teddy bear and chocolate) images are for display purposes only. Extras will depend on supply and may not be exactly as the picture.

Extra Value Charges

Some of our florists, due to their location, charge above our minimum prices. Whilst we will contribute some of the additional value required to meet their costs, if the amount required goes above our threshold you may be contacted to see if you are happy to pay any outstanding value. At this time, if you do not wish to contribute any further monies you do have the option of cancelling without penalty. In almost all cases you will be alerted to this fact when you enter the delivery address at the product level. Again, due to having over 800 partner florists, and seasons, this is fluid and can change from time to time, we always do our very best to have the system updated.

Photographs

We or our partner florists don't photograph orders before they leave the partner florist shop. 

8. Satisfaction Guarantee and Complaints

Satisfaction Guarantee

Lily's Florist is proud of our reputation for freshness and quality. However, sometimes the life of your flowers can be shortened for reasons over which we have no control. These include things like grower production, extremely high weather temperatures, transportation issues and so on. Therefore, if your flowers wilt within 24 hours of delivery, and you've looked after them according to the care instructions please contact us and we will investigate the situation for you immediately. If it is deemed that the flowers did not last as long as reasonably expected or that the incorrect flowers had been sent, then we will arrange for replacement flowers to be sent as soon as possible with our sincere apologies and compliments. By ordering on this website you are accepting these conditions.

Time Frame for Complaints

For any issues related to your flower order, including complaints, inquiries, or concerns, please ensure they are reported within 24 hours of delivery for prompt resolution. Additionally, all complaints should be supported with photographic evidence. This should encompass close-up shots as well as an overall view of the flower arrangement.

Non-Delivery

Non delivery complaints must be received within 1 month of the delivery date.

9. Warranties and Disclaimers

No Warranties

Our services are provided "as is" and "as available" without any warranties of any kind, either express or implied, including but not limited to:

• Implied warranties of merchantability
• Fitness for a particular purpose
• Non-infringement
• Accuracy, reliability, or completeness of content

Third-Party Products and Services

We are not responsible for the quality, safety, or legality of products or services provided by our partner florists beyond our quality standards and guidelines.

10. Limitation of Liability

General Limitations

To the maximum extent permitted by law, Lily's Florist™ and United Florists Pty Ltd shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or use
• Business interruption
• Personal injury or property damage

Maximum Liability

Our total liability for any claim arising from these Terms or our services shall not exceed the amount paid by you for the specific order giving rise to the claim.

Exclusions

Some jurisdictions do not allow certain limitations of liability, so some of the above limitations may not apply to you.

11. Indemnification

You agree to indemnify, defend, and hold harmless Lily's Florist™, United Florists Pty Ltd, and our officers, directors, employees, agents, and partner florists from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of our services
• Your violation of these Terms
• Your violation of any rights of another party
• Any content you submit or share through our services

12. Intellectual Property

Our Property

All content on our website, including but not limited to:

• Text, graphics, logos, images, audio, video
• The Lily's Florist™ name and logo
• Software and code
• Product descriptions and compilations

Are owned by or licensed to United Florists Pty Ltd and are protected by Australian and international copyright, trademark, and other intellectual property laws.

Limited License

We grant you a limited, non-exclusive, non-transferable license to access and use our website for personal, non-commercial purposes.

Prohibited Uses

You may not:

• Copy, modify, distribute, or create derivative works from our content
• Use our content for commercial purposes without permission
• Remove any copyright or proprietary notices
• Use automated systems to access our website without permission

User Content

By submitting reviews, photos, or other content to us, you grant us a non-exclusive, royalty-free, perpetual, worldwide license to use, reproduce, modify, and display such content for business purposes.

13. Privacy and Data Protection

Your use of our services is also governed by our Privacy Policy, which is incorporated by reference into these Terms. Please review our Privacy Policy to understand our practices regarding your personal information.

14. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God, natural disasters, or severe weather
• War, terrorism, or civil unrest
• Government actions or regulations
• Labor disputes or shortages
• Transportation disruptions
• Pandemic or epidemic
• Power or telecommunications failures

15. Dispute Resolution

Informal Resolution

Before initiating formal proceedings, you agree to attempt to resolve any dispute through good faith negotiations.

Governing Law

These Terms are governed by the laws of New South Wales, Australia, without regard to conflict of law principles.

Jurisdiction

Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

16. General Provisions

Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Lily's Florist™.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations without restriction.

Notices

All notices shall be sent to:

• Email: [email protected]
• Mail: United Florists Pty Ltd trading as Lily's Florist, PO Box 2023 Kingscliff, NSW 2487.

Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified Terms.

17. Contact Information

For questions about these Terms & Conditions:

Customer Service Lily's Florist™ Phone: 1300 360 469 Email: [email protected] Hours: Monday-Friday, 7 AM - 6 PM AEST and Saturday 7 AM - 12 PM.

Need to know more? Visit our Customer FAQ page.

Learn more about Lily's Florist.

Last Updated: 17.9.25 Document Version: 1.1.