Refund and Returns Policy

At Lili’s Flowers, we take great pride in the quality and freshness of our floral designs. Because flowers are a natural and perishable product, our return policy is specifically tailored to ensure fairness while maintaining our high standards.

1. Fresh Flowers & Perishable Goods

In accordance with UK Consumer Rights, perishable goods such as fresh flowers are exempt from the standard 14-day or 30-day right to return. * Once an order has been custom-made and dispatched/delivered, it cannot be returned or refunded simply because of a change of mind.

  • We cannot accept returns for floral arrangements after 24 hours of delivery due to the nature of the product.

2. Issues with Quality or Damage

We want you to love your flowers. If there is a genuine issue with the freshness or if the flowers arrived damaged:

  • Notification: Please contact us within 24 hours of delivery.

  • Evidence: To process a replacement or refund, we require a clear photograph of the flowers showing the issue.

  • Resolution: If the fault is ours, we will gladly offer a complimentary replacement or a partial/full refund depending on the situation.

3. Non-Perishable Items (Vases, Candles, etc.)

For non-floral items such as giftware or vases, you have 14 days to notify us of a return.

  • The item must be unused, in its original packaging, and in the same condition that you received it.

  • You will be responsible for the shipping costs for returning non-perishable items.

4. Cancellations

  • Standard Orders: Cancellations are accepted up to 48 hours before the scheduled delivery date for a full refund.

  • Wedding & Event Flowers: Due to the bespoke nature and pre-ordering of specific blooms, cancellations for weddings are subject to the terms agreed upon in your specific booking contract.

5. Refunds

Once your request is inspected and approved:

  • Your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Please allow 5-10 working days for the refund to appear in your account, depending on your bank’s processing time.

6. Late or Missing Refunds

If you haven’t received a refund yet:

  1. First, check your bank account again.

  2. Contact your credit card company or bank; there is often some processing time before a refund is officially posted.

  3. If you’ve done all of this, please contact us at info@lilisflowers.uk

7. Delivery Issues

If a delivery cannot be completed because of an incorrect address provided by the customer or if there is no safe place to leave the flowers, we cannot offer a refund. We will always attempt to contact you or the recipient to find a solution.

Need help?

For any questions related to your order, please contact us at info@lilisflowers.uk