Terms & Conditions

These Terms & Conditions apply to all orders placed with Flowers by Lily through our website, by telephone, by email or by any other method of ordering.

By placing an order with Flowers by Lily, you agree to these Terms & Conditions.

1. About Flowers by Lily

Flowers by Lily provides handmade floral arrangements, including bouquets, funeral flowers, wreaths, coffin sprays, letter tributes and other floral designs.

All arrangements are created by hand and may vary slightly from photographs or examples shown on our website.

2. Placing an Order

Orders can be placed through our website or by contacting Flowers by Lily directly.

When placing an order, you are responsible for providing accurate information, including the recipient’s name, delivery address, contact details and any relevant delivery instructions.

We reserve the right to contact you if we need clarification or additional information about an order.

3. Flower Availability and Substitutions

Flowers are seasonal and availability can change.

If a particular flower, colour or foliage is unavailable, we may make a suitable substitution of equal or greater value while keeping the overall style, colour scheme and value of the arrangement as close as reasonably possible to the original order.

Where a significant change is necessary, we will contact you where reasonably practicable.

4. Bespoke and Funeral Flowers

Funeral flowers and other bespoke arrangements are made specifically to the customer’s requirements.

Due to the personalised nature of these arrangements, the finished design may vary from photographs or descriptions provided at the time of ordering.

Customers should provide accurate details, including funeral dates, times, names, wording and any other information required to complete the arrangement.

5. Prices and Payment

All prices displayed on our website are in pounds sterling (£).

Prices may change from time to time, but changes will not affect an order that has already been accepted and paid for.

Payment must be made using the payment methods available at checkout or agreed with Flowers by Lily.

An order will normally only be confirmed once payment has been received.

6. Delivery

We offer delivery within the areas and delivery charges shown on our website.

Customers are responsible for providing an accurate delivery address and any relevant delivery instructions.

We cannot be held responsible for delays or failed deliveries caused by incorrect information supplied by the customer, nobody being available to receive the flowers where appropriate, or circumstances outside our reasonable control.

Where possible, we will contact the customer or recipient if there is a problem with delivery.

7. Collection

Where collection is offered, the customer will be provided with the relevant collection details.

The customer is responsible for collecting the order at the agreed time.

8. Flower Quality and Care

Fresh flowers are perishable and their lifespan can vary depending on the type of flower, temperature, environment and care.

We provide appropriate care information where necessary. Customers are responsible for following the care instructions provided to help maintain the quality and freshness of their flowers.

9. Cancellations, Refunds and Complaints

Our cancellation and refund arrangements are set out in our separate Cancellation & Refund Policy.

If you have a problem with an order, please contact Flowers by Lily as soon as possible so that we can investigate and resolve the issue where appropriate.

10. Photographs and Designs

Photographs on our website are examples of our work.

Because every arrangement is handmade, the final product may differ slightly from photographs shown on the website.

We may photograph arrangements created by Flowers by Lily for use on our website and social media. We will not knowingly publish personal information about customers or recipients alongside photographs without appropriate permission.

11. Website Information

We make reasonable efforts to ensure that the information on our website is accurate and up to date.

However, we cannot guarantee that all photographs, descriptions, prices or other information will always be completely free from errors.

12. Events Outside Our Control

We will not be responsible for failure or delay in providing our services where this is caused by circumstances outside our reasonable control, including severe weather, transport disruption, supplier issues, emergencies or other unforeseen circumstances.

We will make reasonable efforts to contact customers and minimise the effect of any such circumstances.

13. Complaints

If you are unhappy with an order or our service, please contact Flowers by Lily as soon as possible.

We will consider your complaint fairly and aim to resolve any issue as reasonably and promptly as possible.

14. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business, website or legal requirements.

The version published on this page will apply to orders placed after the updated terms have been published.

15. Contact

If you have any questions about these Terms & Conditions, please contact Flowers by Lily using the contact details provided on our website.

Last updated: August 2026