Cancellation & Refund Policy

At Flowers by Lily, we want every customer to be happy with their order. Because our flowers are fresh and many of our arrangements are made specifically for each customer, the following policy applies.

1. Cancelling an Order

If you need to cancel an order, please contact Flowers by Lily as soon as possible.

For standard flower orders, cancellation may be possible if we have not yet purchased flowers or started preparing the arrangement.

Once flowers have been purchased or an arrangement has been made, cancellation may no longer be possible.

2. Bespoke and Funeral Flowers

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

Because these arrangements are personalised and may require flowers and materials to be purchased specifically for the order, cancellations may not be possible once preparation or purchasing has begun.

We will always try to accommodate a cancellation where reasonably possible.

3. Fresh and Perishable Flowers

Fresh flowers are perishable goods and can naturally deteriorate over time.

For this reason, unwanted flowers cannot normally be returned simply because the customer has changed their mind.

Customers should follow any flower-care instructions provided to help maintain the freshness and quality of their arrangement.

4. Damaged or Unsatisfactory Flowers

If your flowers arrive damaged, significantly different from what was agreed, or there is another problem with your order, please contact Flowers by Lily as soon as possible.

Where appropriate, please provide photographs of the flowers and packaging so that we can assess the issue.

Depending on the circumstances, we may offer a replacement, partial refund or full refund.

5. Delivery Problems

If there is a problem with delivery, please contact us as soon as possible.

We cannot normally provide a refund where delivery has failed because an incorrect address or other incorrect information was provided by the customer.

Where appropriate, we will work with you to resolve the problem.

6. Refunds

Where a refund is agreed, it will normally be made using the original payment method.

The time taken for a refund to reach your account may depend on your bank or payment provider.

7. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If an item is faulty, not as described or does not meet the requirements of applicable consumer law, you may have legal rights to a remedy.

8. Contact Us

If you have a question about cancelling an order, requesting a refund or reporting a problem with your flowers, please contact Flowers by Lily using the contact details provided on our website.