LILYPILLY FLORIST & GIFTS
TERMS & CONDITIONS
These Terms & Conditions apply to all purchases made through our website, by email, over the phone or in person.
By placing an order with Lilypilly Florist & Gifts, you agree to the following Terms & Conditions. Please read them carefully before placing your order.
These terms explain our ordering, payment, product, cancellation and delivery processes. Nothing in these terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
1. Business Information
Lilypilly Florist & Gifts is an independently owned florist located at:
Lilypilly Florist & Gifts
88 Angelo Street
South Perth WA Ph: 08 9474 2340
Website: www.lilypillyflowers.com
Email: lilypillyflowers@gmail.com
We proudly provide fresh flowers, floral arrangements, silk and dried flowers, gifts, hampers and floral services for everyday occasions and special events.
2. Placing an Order
Orders can be placed through our website or directly with Lilypilly Florist & Gifts.
When placing an order, customers are responsible for providing accurate and complete information, including:
Customer name and contact details.
Recipient's full name and delivery address.
Recipient's contact telephone number Australian number only we do not accept what’s app or international numbers.
Delivery or collection date.
Any relevant delivery instructions.
Correct product selection, colours and quantities.
We do not have timed deliveries, any request must be presented in person or via phone for consideration if possible, in line with our delivery services ability.
Please check all order details carefully before completing your purchase.
If information is missing or incorrect, we may need to contact you to clarify the details. Incorrect delivery information may result in delays, additional delivery costs or the need to arrange collection or redelivery.
An order is considered accepted once payment has been successfully processed and the order has been confirmed by Lilypilly Florist & Gifts.
3. Payment Terms
Payment must be made in full at the time of ordering unless alternative arrangements have been agreed with Lilypilly Florist & Gifts.
We accept the payment methods displayed at checkout or otherwise advised when placing an order.
For some custom, corporate, wedding or event orders, payment may be arranged by invoice Payment terms will be provided with the relevant quotation or invoice.
Orders will not be prepared or dispatched until the required payment has been received.
Payment Information and Redelivery Charges
Lilypilly Florist & Gifts does not retain customers' payment card details or banking payment information for future transactions once a payment has been processed.
Any additional charges, including return-to-store or redelivery fees, must therefore be paid separately before another delivery attempt can be arranged.
Payment for a redelivery must be received and confirmed before the order is released for delivery again.
4. Fresh Flower Availability and Substitutions
Fresh flowers are seasonal products and availability can change due to growing conditions, weather, transport delays, supplier availability and market conditions.
While we make every effort to supply the flowers shown or requested, we cannot always guarantee the availability of particular flower varieties, colours or quantities.
Where a flower or foliage variety is unavailable, Lilypilly Florist & Gifts may substitute it with flowers or foliage of a comparable style, colour palette and value, while maintaining the overall design and presentation of the arrangement.
We take care to ensure that substitutions complement the original design and provide a product of comparable value.
If a significant change to the overall appearance, colour scheme or value of an arrangement is necessary, we will endeavour to contact the customer before proceeding.
Flower photographs are representative of the style and design. As flowers are natural products, individual arrangements will vary.
5. Product Photography and Handmade Designs
All floral arrangements and product photographs are created or photographed by Lilypilly Florist & Gifts.
Some product photographs may have their backgrounds digitally edited or replaced, including with the assistance of artificial intelligence (AI), to create a studio-style or alternative background.
This editing relates to the background only. The flowers, arrangements and floral designs shown are our own work and are representative of the products we create.
As each arrangement is individually handcrafted using natural materials, the finished product may vary slightly from the photograph.
We do not produce arrangements as an exact production-line copy. Each design is individually prepared with care, using the freshest suitable flowers and materials available.
6. Dried, Preserved, Silk and Real-Touch Flowers
Dried, preserved, silk and real-touch flowers are decorative products and are not the same as fresh flowers.
Colours, textures, sizes and finishes may vary between individual products and batches.
Silk and real-touch arrangements are often made to order. Please allow sufficient preparation time, particularly for custom designs, special events and larger orders.
These products should be handled with care and kept away from excessive moisture, direct sunlight and other conditions that may cause fading, deterioration or damage.
7. Returns, Refunds and Australian Consumer Guarantees
Lilypilly Florist & Gifts wants customers to be happy with their purchases. We take care when selecting flowers, preparing arrangements and packing gifts.
However, flowers and other products are subject to natural variation, and the appearance of a finished arrangement may differ from its photograph.
Change-of-mind returns
We do not offer refunds or exchanges for change of mind where goods have been supplied as described and meet the consumer guarantees under Australian Consumer Law.
This includes fresh flowers, dried flowers, preserved flowers, silk and real-touch arrangements, gifts and hampers.
Faulty, damaged or incorrectly supplied products
Your rights under the Australian Consumer Law are not affected by these terms.
If a product is faulty, damaged, unsafe, not of acceptable quality or does not match its description, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and the nature of the problem.
We may also ask you to supply us with the product in person
Each matter will be assessed in accordance with the Australian Consumer Law.
Damage or issues identified on delivery
If your flowers, arrangements or gifts arrive damaged or appear to have been damaged during delivery, please contact Lilypilly Florist & Gifts as soon as reasonably possible.
To help us investigate and address delivery-related concerns, we request that customers notify us within 24 hours of receiving their order, where reasonably possible.
Please email lilypillyflowers@gmail.com and include:
Your order number or proof of purchase.
Photographs clearly showing the affected flowers or products.
Photographs of the packaging, where relevant.
A brief description of the damage or concern.
Prompt notification and photographs help us assess the condition of the product on arrival and investigate any concerns with the delivery service.
The 24-hour notification request is intended to assist with investigating delivery issues. It doe We review each matter individually. Where a product has been damaged during delivery or does not meet the applicable consumer guarantees, Lilypilly will provide an appropriate remedy in accordance with the Australian Consumer Law.
We review each matter individually and, where a product has been damaged during delivery or does not meet applicable consumer guarantees, will provide an appropriate remedy in accordance with the Australian Consumer Law. Please be aware that investigating delivery-related matters may take up to seven business days, as the delivery service may need to conduct its own investigation and provide a response before the matter can be finalised. We appreciate your patience while these enquiries are completed. Law.
8. Order Cancellations
We understand that plans can change. If you need to cancel an order, please contact Lilypilly Florist & Gifts as soon as possible.
Flowers and custom-made products often need to be ordered from suppliers, prepared in advance or individually made for a particular customer or occasion.
The cancellation options available will depend on the type of order, the timing of the cancellation and any costs already incurred.
Where an order is cancelled, Lilypilly Florist & Gifts may deduct reasonable costs already incurred or committed specifically for that order. Balance may be provided as store credit.
For orders cancelled on the day of delivery or collection, flowers or products may already have been purchased, prepared or made specifically for the order. This may affect the amount refundable.
We will consider each cancellation individually and explain any applicable costs.
9. Corsages, Buttonholes and Special Event Flowers
Fresh corsages, buttonholes and certain other event flowers are individually prepared using fresh flowers. These products may be wired, taped or arranged without a water source.
Once prepared, these flowers cannot be placed into water to rehydrate them in the same way as flowers supplied in a vase or with their stems in water.
Their freshness and appearance can be affected by the length of time they are kept without water, temperature, storage conditions and handling.
Collection and delivery timing
We strongly recommend that fresh corsages, buttonholes and other wired floral products are collected or delivered on the actual day they are required.
If these products are collected or delivered the day before an event, they will remain without a water source. Although we take care to select fresh flowers and prepare products as close as reasonably possible to the collection date, we cannot guarantee that they will retain exactly the same appearance or condition as products collected on the day of the event.
Customers should follow the storage and handling advice provided by Lilypilly Florist & Gifts.
Storage and handling
Fresh event flowers should be kept in a cool, suitable environment, away from direct sunlight, heat and excessive moisture.
Avoid:
Direct sunlight and hot environments.
Leaving flowers in a parked vehicle.
Placing flowers directly under air-conditioning.
Excessive moisture or condensation.
Rough handling or pressure on wired and taped flowers.
Placing flowers against freezer compartments, cooling elements or the cold back wall of a refrigerator.
An ordinary household refrigerator is not necessarily suitable for storing prepared corsages, buttonholes or other wired floral products.
Do not refrigerate prepared floral products unless Lilypilly Florist & Gifts has specifically advised that refrigeration is suitable for the particular flowers used and has provided appropriate instructions.
A cooler bag may assist with transport for a short period but is not a substitute for suitable storage or same-day collection.
Silk and real-touch event flowers
Silk and real-touch corsages and buttonholes are made to order. Please allow sufficient notice for preparation.
Because these products are individually made, cancellation and change requests may be limited once materials have been ordered or work has commenced.
Event postponements
If an event is postponed, please contact us as soon as possible. We will endeavour to accommodate a new date where practical, subject to flower availability, preparation requirements and existing bookings.
10. Delivery Areas and Fees
Lilypilly Florist & Gifts provides delivery to South Perth, Perth CBD and many surrounding Perth metropolitan suburbs.
Delivery fees vary depending on the suburb or postcode.
Customers must select the correct delivery area and fee when placing an order. If the incorrect delivery fee has been selected, we may need to contact the customer to arrange payment of the difference before dispatch.
If we are unable to deliver to the requested address or suburb, we will contact the customer to discuss available options.
Delivery fees cover the delivery service only. They do not represent an additional product or handling charge.
Additional charges may apply if a delivery attempt is unsuccessful due to incorrect customer information, unavailable access or other circumstances outlined in these Terms & Conditions.
11. Same-Day Delivery
Same-day delivery is available on selected days, subject to order cut-off times, flower availability and delivery capacity.
Our usual same-day order cut-off times are:
Monday: 9:30am.
Tuesday to Friday: 11:00am.
Saturday: 9:30am.
Orders placed after the relevant cut-off, on Sundays or on public holidays will generally be processed for the next available business day, subject to availability.
During busy periods, including Valentine's Day, Mother's Day and other major occasions, earlier cut-off times or additional restrictions may apply.
Same-day delivery is not guaranteed until the order has been accepted and confirmed.
12. Delivery Times
Our general delivery service operates between approximately 11:00am and 6:00pm, Monday to Saturday.
Delivery times depend on the delivery route, traffic, weather, order volume and the delivery service's operating conditions.
The delivery service generally requires at least four hours to complete an order. On weekdays, a limited number of shorter service windows of approximately two and a half hours may be available, subject to confirmation.
We cannot guarantee:
A specific delivery time.
Early morning delivery.
Delivery before a particular appointment or event time.
Delivery after 4:00pm at a customer's requested time.
A specific position within the delivery run.
Requests for particular delivery times entered in the checkout notes cannot be guaranteed and may not be able to be accommodated.
Where timing is important, please contact us before placing your order to discuss the available delivery options.
Tracking information may be available through the delivery service.
13. Delivery Address and Access Requirements
Customers are responsible for providing a complete and accurate delivery address.
For apartments, gated communities, hospitals, workplaces, secure buildings and other restricted-access locations, customers must provide any relevant access instructions.
This may include:
Apartment or unit numbers.
Building access
Intercom or access-app instructions.
Relevant reception information.
Instructions for contacting the recipient, including phone number.
Please ensure that any access instructions supplied are correct and that the recipient can be contacted if required.
Where access is restricted, the delivery driver may need to contact the recipient or sender to arrange access or confirm that someone is available to receive the order.
Where a customer requests Lilyilly florist & Gifts to locate, confirm or obtain a recipient’s address or other personal information using a telephone number or other identifying details we reserve the right to decline this request. We are not obliged to seek, verify or obtain information that has not been directly provided by the customer or appropriately authorised by the recipient.
If a card message do not include the customers name, and the recipient has requested us to disclose this information, we will decline his request until we have spoken directly to the customer to authorise us to disclose, this is limited to name only with phone or other identifying information not released.
Lilypilly Florist & Gifts cannot guarantee delivery to a particular room, desk, apartment door or internal location where access is restricted or unavailable to public.
If access cannot be obtained, the delivery may need to be returned to the store or another delivery arrangement made.
Customers must not provide private, confidential or restricted access information in codes unless they have the authority to do so. Lillypilly will only disclosed this information to the delivery service for the purpose of fulfilling the delivery. However, we cannot guarantee how an independent delivery provider handles, stores or uses information once it has been provided to them, so we suggest that you speak to us directly with any concerns.
If adequate delivery information or appropriate authority to use that information cannot be established, Lilypilly Florist & Gifts reserves the right to delay, decline or cancel the delivery.
Unsuccessful deliveries resulting from incorrect or incomplete customer information, incorrect addresses, unavailable access or other circumstances within the customer's responsibility may incur a return-to-store and redelivery fee.
These charges will be in accordance with the applicable delivery service charges.
14. When Nobody Is Home and Unsuccessful Deliveries
If the recipient is not available at the delivery address, the delivery driver may contact the recipient or sender to seek instructions.
Where it is safe and appropriate, flowers may be left in a suitable shaded and protected location.
If a suitable location is not available, the delivery driver may contact the recipient to arrange an alternative.
When a driver considers a delivery unsafe to leave
If the delivery driver determines that an order cannot safely be left at the delivery address, the driver will attempt to contact the recipient for further instructions.
If the recipient does not answer, the driver will contact Lilypilly Florist & Gifts.
Lilypilly will then attempt to contact the customer who placed the order to obtain instructions.
A response must be received within five minutes of Lilypilly contacting the customer.
If the customer does not respond within this five-minute period, the delivery will be considered unsuccessful and the order will be returned to our shop at 88 Angelo Street, South Perth.
This procedure is necessary because delivery drivers operate within allocated delivery routes and cannot be expected to wait indefinitely for instructions.
Return-to-store and redelivery charges
Where a delivery is unsuccessful due to circumstances attributable to the customer or recipient, including:
An incorrect or incomplete delivery address.
An incorrect apartment or unit number.
Missing or incorrect access instructions.
No access to a gated property or secure building.
The recipient being unavailable or unable to receive the order.
The recipient or customer not responding to contact within the required five-minute period.
No suitable or safe location being available to leave the order.
The customer will be responsible for the applicable return-to-store and redelivery charges.
These charges are based on the applicable delivery service fees.
As the order has already been prepared and dispatched from Lilypilly Florist & Gifts, a failed delivery resulting from the circumstances outlined above does not automatically entitle the customer to a refund or cancellation.
The customer may alternatively arrange to collect the order from our South Perth shop.
Redelivery payment must be received and confirmed before the order can be sent out again.
Lilypilly Florist & Gifts does not retain customers' original payment details for future transactions. Any additional delivery charges must be paid separately.
15. Delivery Service, Drivers and Delivery Incidents
Lilypilly Florist & Gifts arranges deliveries through third-party delivery services.
While we take reasonable care when preparing, packing and dispatching orders, Lilypilly Florist & Gifts does not directly control the delivery service, its drivers, their vehicles, their delivery routes or their actions once an order has been collected.
Delivery services operate independently and are responsible for their own drivers and delivery operations.
Delivery concerns, damage or incidents
If an issue arises during delivery involving accidental or unintended damage, harm or injury caused by a delivery driver, or damage to a person's property or vehicle, the customer or recipient must notify Lilypilly Florist & Gifts as soon as possible so that an investigation can be initiated.
This includes incidents involving:
Damage to property.
Damage to vehicles.
Damage to the delivery location or surrounding property.
Accidental damage caused during the delivery process.
Any other incident involving harm or damage associated with the delivery.
Lilypilly Florist & Gifts will then contact the relevant delivery service provider to report the matter and request that an investigation be undertaken.
Please provide photographs and any relevant details to assist with the investigation.
All delivery concerns and supporting photographs should be emailed to:
Subject: ATT: Delivery Concern
Please include:
Your order number, where applicable.
The delivery address.
The date and approximate time of the incident.
A description of what occurred.
Photographs of any damage, where available.
Relevant contact details.
Photographs should be provided as soon as reasonably possible to help establish what occurred.
Lilypilly Florist & Gifts will communicate the reported incident to the relevant delivery service provider and follow up as appropriate.
Any claims involving personal injury, property damage or vehicle damage may also need to be addressed directly with the relevant delivery service provider and its insurer.
16. Hot Weather and Flowers
Flowers and certain gift products are natural or perishable items and can be affected by high temperatures.
Customers who are concerned about delivering flowers or gifts during periods of particularly hot weather should consider choosing a more suitable delivery day or arranging collection from our South Perth shop.
Please take seasonal weather conditions into consideration when selecting your delivery date, particularly where flowers or chocolates may be required for an important occasion or event.
We take reasonable care when preparing and dispatching orders; however, environmental conditions during transport and after delivery may affect the condition and longevity of flowers.
17. Alcohol Deliveries
Where alcohol is included in a gift hamper or order, the following conditions apply:
Alcohol must not exceed 40% of the total order value, excluding the delivery fee.
Alcohol may only be supplied in accordance with applicable Western Australian liquor laws.
The recipient must be aged 18 years or over.
An adult aged 18 years or over must receive and sign for the delivery where required.
We cannot leave alcohol unattended at the delivery address.
We may request identification or refuse delivery if the age or identity of the recipient cannot be appropriately verified.
If the recipient is unavailable or cannot legally accept the alcohol, the order may be returned to the store and alternative collection or delivery arrangements discussed.
18. Gift Hampers and Custom Orders
Gift hampers and custom gift arrangements are individually assembled using products selected from our website or agreed with the customer.
Product availability can change, and occasionally an item may become unavailable after an order has been placed.
Where a component is unavailable, we may contact the customer to discuss an alternative of comparable quality and value.
We take care to maintain the overall presentation, theme and value of the hamper.
Photographs are representative of the style and presentation. The actual products, packaging and arrangement may vary depending on availability.
For large, corporate or custom orders, please allow additional preparation time. Specific product selections and quantities should be confirmed in writing before the order is finalised.
19. Flower and Product Care
Fresh flowers are natural products and require appropriate care to help maintain their condition and longevity.
Customers should follow any flower-care instructions supplied with their order.
As a general guide:
Keep fresh flowers in a cool location.
Avoid direct sunlight, excessive heat and draughts.
Do not place flowers directly under air-conditioning.
Follow the supplied instructions for water and flower food.
Handle arrangements and wired products carefully.
Keep flowers away from unsuitable storage conditions.
Flower longevity varies depending on the flower variety, age, growing conditions, season, temperature, handling and care after delivery.
Important – Flowers Are Not Edible
All fresh flowers, flower stems, leaves, foliage and petals supplied by Lilypilly Florist & Gifts are intended strictly for decorative purposes only.
Dried and preserved flowers and petals are also decorative products only.
None of these products are supplied or intended for human consumption.
Do not eat fresh flowers, dried flower petals, preserved flowers, foliage or any other floral materials supplied as part of an arrangement, bouquet, corsage, buttonhole or decorative product.
Flower food and any floral treatment products supplied with arrangements must also not be consumed.
Please keep all floral products and flower-care products away from food preparation areas and supervise children around decorative floral materials.
Flowers and Plants – Safety Around Pets and Animals
Customers are responsible for considering the safety of flowers and plants in any environment where they may be displayed or used, including homes, workplaces, weddings, functions, events and venues where animals may be present.
Some flowers, plants, foliage and other botanical materials can be toxic or harmful to cats, dogs, birds and other animals if chewed or ingested. Lilies, in particular, are highly toxic to cats and can cause serious illness or death.
Lilypilly Florist & Gifts cannot guarantee that floral products are safe for pets or other animals.
Customers, event organisers and venue coordinators are responsible for checking the suitability of flowers and plants for their particular setting and ensuring potentially harmful floral materials are kept out of reach of animals.
If you have pets or animals that may come into contact with the flowers, please advise us before placing your order so we can discuss suitable alternatives where available.
Please do not assume that a bouquet, arrangement or event installation is pet-safe unless this has been specifically discussed and confirmed.
Lilypilly Florist & Gifts accepts no responsibility for animals accessing, chewing or ingesting flowers or plants supplied as decorative products
If an animal is suspected of chewing or ingesting any flowers or plants, seek veterinary advice immediately.
20. Website Information and Product Availability
We make every reasonable effort to ensure that product descriptions, photographs, prices and other information on our website are accurate and up to date.
However, errors, omissions or changes may occasionally occur.
Prices, product availability and delivery fees may change without notice. Any changes will not affect an order that has already been accepted, except where a correction or other change is required by law or agreed with the customer.
If a product is unavailable after an order has been placed, we will contact the customer to discuss a suitable alternative or other available options.
21. Privacy and Customer Information
Lilypilly Florist & Gifts respects the privacy of our customers.
Personal information supplied when placing an order is used for purposes including:
Processing and fulfilling orders.
Arranging delivery or collection.
Contacting customers about their orders.
Processing payments and refunds.
Responding to enquiries.
Meeting legal and business obligations.
Where necessary, relevant information may be shared with delivery providers, payment processors or other service providers involved in completing an order.
We do not sell customer personal information.
Customers should ensure that any recipient contact details supplied to us are accurate and provided with appropriate authority.
Payment card and banking details are not retained by Lilypilly Florist & Gifts for future transactions once a payment has been processed.
22. Liability and Consumer Rights
Lilypilly Florist & Gifts takes reasonable care in selecting flowers, preparing products, packing orders and arranging delivery.
However, some circumstances are outside our reasonable control, including extreme weather, traffic conditions, supplier delays, transport disruptions and restricted access to delivery locations.
Customers are responsible for providing correct order and delivery information and for following relevant product-care and storage instructions.
Lilypilly Florist & Gifts does not directly control third-party delivery services or their drivers. Delivery-related concerns will be referred to the relevant delivery service provider for investigation where appropriate.
To the extent permitted by law, Lilypilly Florist & Gifts is not responsible for loss or damage arising from circumstances outside our reasonable control.
Where a product or service does not meet a consumer guarantee, customers may be entitled to a remedy under Australian Consumer Law.
23. Changes to These Terms & Conditions
Lilypilly Florist & Gifts may update these Terms & Conditions from time to time to reflect changes to our products, services, delivery arrangements or legal requirements.
The current version will be published on our website.
Any changes will apply to orders placed after the updated terms are published, unless otherwise required by law.
24. Contact Us
If you have any questions about these Terms & Conditions, an order, a product or a delivery, please contact us.
Lilypilly Florist & Gifts
88 Angelo Street, South Perth WA