At Lily Lace Floral, we strive to provide our customers with high-quality, beautiful floral arrangements. We want you to be completely happy with your purchase, but please note that due to the perishable nature of flowers, we have the following return policy in place:

1. General Return Policy

Flowers and Plants: Due to the perishable nature of flowers and plants, we do not accept returns once the products have been delivered. However, if your flowers are damaged, wilted, or in an unsatisfactory condition upon arrival, please contact us immediately.
Non-Perishable Items: If you have purchased non-perishable items (such as vases, gifts, or floral accessories), we will accept returns on these items within 14 days from the date of delivery, provided they are unused and in their original condition and packaging.

2. Damaged or Defective Flowers

If your floral arrangement arrives damaged, wilted, or not as described, please contact us within 48 hours of receiving your order. To process the return or replacement, we ask that you provide:
We will assess the situation and offer a replacement or refund if the fault lies with us. We may request the return of the damaged items to process the refund.

3. Custom or Bespoke Orders

Custom or bespoke floral arrangements, including those for special events such as weddings or funerals, are non-refundable unless they arrive damaged or faulty.
We work closely with our customers to ensure bespoke orders meet their expectations. If there are any issues with your custom order, please contact us immediately, and we will work with you to find a resolution.

4. Refunds

Refunds for damaged or defective flowers will be issued to your original payment method within 7-10 business days after the return or issue has been resolved.
Refunds for non-perishable items (such as vases or gifts) will be processed once the item is returned and inspected. Items must be unused and in their original packaging for a refund to be issued.

5. Exchanges

In the case of faulty non-perishable items, we offer exchanges for an identical item or a product of equal value. If an exchange is not possible, we will issue a refund.

How to Contact Us

If you have any questions or would like to discuss delivery options, please feel free to get in touch:

Email: [email protected]
Phone: 01837 756980
WhatsApp: 07796 262801
Website: www.llfloral.co.uk

We aim to respond to all inquiries within 1-2 business days.