Terms & Conditions
Terms and Conditions – Lillypad Flowers & Events
1. General
1.1 These Terms and Conditions apply to all orders placed with Lillypad Flowers & Events (ABN 55 647 330 59) via our website, by phone or in store.
1.2 By placing an order with us, you agree to be bound by these Terms and Conditions.
1.3 Nothing in these Terms limits any rights you have under the Australian Consumer Law.
2. Pricing
2.1 All prices are in Australian dollars and include GST where applicable.
2.2 A delivery fee is added to your order at checkout and is calculated based on the distance from Preston, Melbourne. This fee covers delivery of your flowers, plants or hampers within our delivery area.
2.3 A surcharge applies to any priority or timed deliveries (including a.m. delivery where available). This is in addition to the standard delivery fee.
2.4 A fixed $19.95 delivery fee applies to any Interflora product delivered outside our local delivery zone and interstate via our Interflora Australia‑wide service.
2.5 The "standard" or "as pictured" price is representative of the product shown on our website. Any "upgrade" or "premium" options indicate an increase in size and/or the value of flowers, gourmet items or containers used.
2.6 We may change our prices at any time. Changes will not affect orders that have already been accepted and paid.
3. Flowers, Products and Design
3.1 All product images and descriptions are a guide to the style of flowers, gourmet foods and gifts that will be delivered. Actual flowers, gourmet foods, containers and accessories may vary according to seasonal and local availability, or when items do not meet our quality standards.
3.2 In some cases, particularly for Interflora deliveries or deliveries to tropical areas, some items may not be suitable or available. In these situations we will substitute with products of equivalent value and quality.
3.3 To ensure longer enjoyment, some flowers may be delivered in bud and will open over time.
3.4 Our florists love to work with the best flowers in season. By ordering from us, you acknowledge that minor variations from product images can occur and that each arrangement is a unique handcrafted item.
4. Substitution Policy
4.1 The product photos on our website are a guide for our florists. Every effort is made to ensure your order is as close as possible to the image pictured.
4.2 Due to seasonal, local, gift and container availability, it is sometimes necessary to make substitutions. When this occurs, we will:
Use flowers and colours that are as similar as possible in style, value and quality; and
Maintain the overall look and feel of the design.
4.3 Lillypad may combine the main flowers requested with seasonal complimentary blooms when specified flowers are unavailable or sold out, to create a beautiful, unique floral gift.
4.4 If you select a different colour or flower scheme, our florists will use as many of the requested flowers as possible, combined with seasonal flowers, to create a custom gift.
4.5 Where products include unbranded wine or alcohol (for example, "white wine", "red wine" or "sparkling"), the specific brand shown is indicative only and may be substituted for a different but similar product of equivalent style and value.
4.6 By completing checkout, you acknowledge and agree to our substitution policy.
5. Orders, Payment, Changes and Cancellations
5.1 Orders are only confirmed once full payment has been received and we have issued an order confirmation, unless otherwise agreed for in‑store pickup (see section 7).
5.2 We accept the payment methods listed at checkout. Payment is processed in Australian dollars.
5.3 For in‑store cash payments, a 20% deposit must be paid over the phone, or a valid credit/debit card hold must be provided at the time of booking, to secure your order. This protects against change of mind or non‑collection once your order has been made. Please call Lillypad directly to arrange cash payments, deposits or card holds.
5.4 Lillypad reserves the right to request proof of identity and proof of card ownership for large orders (over $300) and/or any order that appears suspicious or at risk of fraud. If the proof provided does not reasonably align with the order details, appears fraudulent or cannot be verified to our satisfaction, we may cancel the order and, where appropriate, process a refund back to the original payment method.
5.5 Please check all order details carefully (recipient name, address, card message, delivery date, product selection, contact numbers) before submitting.
5.6 Cancellations or alterations to standard orders must be requested at least 24 hours before the scheduled delivery or pickup date.
5.7 If you cancel less than 24 hours before the scheduled delivery or pickup date, we may charge a $10 administration fee, or, if significant work has already been completed, deduct reasonable costs from any refund. If you have a change of mind and no longer require delivery or collection, a refund is not available where the product has already been made or is with the driver for delivery.
5.8 We reserve the right to cancel an order (for example, where a product is unavailable, an address is incomplete or clearly incorrect, fraud is suspected, or a delivery or pickup cannot reasonably be made). If this happens, we will contact you to offer an alternative product, a different date, or a full or partial refund, depending on the circumstances.
5.9 Where a delivery attempt has been made but the address provided is incorrect, incomplete or the recipient has moved, an additional redelivery fee will be required to complete delivery once the correct address has been provided.
6. Delivery
6.1 We deliver to suburbs within our local delivery area from Preston, Melbourne, and via Interflora to other areas and interstate.
6.2 Delivery will be made on the date requested. We will make every reasonable effort to meet preferred delivery times, but we cannot guarantee specific times except for funeral deliveries or where a paid timed service has been selected.
6.3 AM deliveries are made any time between 8:00am and 11:59am. For specific timed deliveries, please select a "by 10am" or "Express Delivery" option where available.
6.4 PM deliveries are made any time between 12:00pm and 7:00pm.
6.5 All‑day deliveries are made any time between 8:00am and 7:00pm, depending on driver availability. This is our standard delivery service and, as such, we are unable to guarantee an exact delivery time.
6.6 Deliveries required by 8:00am or 10:00am must be ordered at least 24 hours in advance or be pre‑approved by our staff.
6.7 Special delivery conditions may apply for hospitals, hotels, ships, airports, funeral parlours, crematoria and cemeteries. In some cases, deliveries may be left at reception or with a third party in accordance with venue policies.
6.8 In cases of extreme weather (including extreme heat, heavy rain, storms or other severe conditions), if there is nowhere safe for products to be left, orders will be returned to the shop and a redelivery fee will be required to arrange a new delivery.
6.9 In cases of extreme weather, we will attempt to contact the recipient prior to delivery. If the recipient is not home, a new delivery date (but not a specific time, unless a timed service has been paid for) will be agreed with the recipient.
6.10 Once a delivery has been made to the address you provided (or according to instructions such as leaving with reception or in a safe place), responsibility for the product passes to you or the recipient.
7. In‑Store Pickups
7.1 In‑store pickup is available during our standard opening hours:
Monday to Friday: 7:30am – 3:30pm
Saturday: 7:30am – 3:30pm
(Closed Sundays and public holidays, unless otherwise advertised.)
7.2 When placing an order for in‑store pickup, please select your preferred pickup date and, where possible, an approximate time so we can have your order ready.
7.3 Orders for in‑store pickup may be paid in full at the time of ordering (online or by phone), or, if you wish to pay cash in store, a 20% deposit must be paid over the phone or a valid credit/debit card hold must be provided.
7.4 The deposit or card hold is used to cover our costs in the event of a change of mind or non‑pickup after your order has been made. Where you change your mind or fail to collect your order, we may retain the deposit or charge the card hold to cover the cost of goods and labour already incurred.
7.5 Please call Lillypad directly for any cash payment enquiries and to arrange the required deposit or card hold before your order is confirmed.
7.6 Pickup orders that are not collected on the scheduled date may be disposed of or donated at our discretion, as flowers and perishable items are time‑sensitive. No refund is available where products are not collected on the agreed date and we have already made your order.
8. When the Recipient Is Not at Home
8.1 If the recipient is not at home, our couriers will look for a secure location at the delivery address to leave the item (for example, at the front door away from street view, in a shaded area, or with building management), subject to weather conditions.
8.2 If a secure location cannot be identified, or in the case of extreme weather where it is not safe to leave the product outside, our couriers will leave a "not at home" card in the letterbox or at the front door where possible, and the item will be returned to Lillypad or the relevant Interflora florist.
8.3 We will then contact you or the recipient to arrange collection or redelivery. A redelivery fee will apply.
8.4 Where a delivery attempt has been made and the address is incorrect, incomplete or the recipient has moved, an additional redelivery fee will be required to complete delivery to the updated address.
9. Peak Days (Valentine's Day, Mother's Day and Other Special Occasions)
9.1 On peak floral days such as Valentine's Day, Mother's Day and other major occasions, we operate an all‑day delivery service.
9.2 Unless you have selected and paid the applicable surcharge for a timed delivery or an a.m. delivery option (where available), we cannot guarantee a specific delivery time on these days.
9.3 Deliveries may be made at any time during our standard delivery hours on the selected date.
9.4 Because of the very high volume of orders on peak days, changes and cancellations may not be possible within 24 hours of the delivery date, and substitutions may be more likely where particular flowers or products are unavailable.
10. Silk Flower Hire & Prop/Vase Hire
10.1 These conditions apply to all silk flower arrangements, props, vases and other hire items ("Hire Items") provided by Lillypad Flowers & Events for weddings, events and other occasions.
10.2 All Hire Items remain the property of Lillypad Flowers & Events at all times. The client (the "Hirer") takes full responsibility for all Hire Items from the point of collection or delivery until the items are returned to Lillypad in their original condition.
10.3 Hire Items must be returned to Lillypad by the specific return date agreed upon at the time of booking. The return date will be confirmed in writing (by email, invoice or booking form) at the time of placing the order.
10.4 A security bond will be required for all Hire Items. The bond amount will be advised at the time of booking and is based on the total hire order value. The bond will be collected as a hold on the Hirer's credit or debit card, or as a separate payment, at the time of booking or prior to the Hire Items being collected or delivered.
10.5 The security bond (or card hold) will be held for the full duration of the hire period and will only be released or refunded once all Hire Items have been returned to Lillypad in their original condition and inspected by our team.
10.6 For each day (or part thereof) that Hire Items are not returned by the agreed return date, a late return fee of 30% of the total hire order value will be charged per day. This fee will be deducted from the security bond or charged directly to the card details held on file.
10.7 If the security bond is insufficient to cover outstanding late return fees, damage costs or replacement costs, Lillypad reserves the right to charge the remaining balance to the card details provided. The Hirer consents to this by proceeding with the hire.
10.8 All Hire Items must be returned undamaged, clean and in the same condition as when collected or delivered (fair wear and tear excepted). The Hirer is responsible for the full replacement cost of any Hire Item that is lost, damaged, broken or stolen during the hire period. Replacement costs are charged at full retail replacement value plus GST.
10.9 Hire Items must be returned in their original packaging or containers where applicable. Failure to return original packaging may incur an additional fee.
10.10 By confirming a hire order and/or paying a bond or deposit, the Hirer agrees to these hire conditions in full.
11. Our Guarantee, Problems and Complaints
11.1 Lillypad guarantees the freshness, quality and value of every Lillypad order. Each Interflora arrangement delivered by our Interflora relay members is created by a professional Interflora florist.
11.2 If you are not satisfied with the quality of your flowers or gift, please contact us as soon as possible, ideally within 48 hours of delivery or pickup, so that we can assess the issue.
11.3 We may request photos and/or for the product to be returned so we can investigate and, where appropriate, provide a replacement, repair, refund or store credit, in line with your rights under the Australian Consumer Law.
11.4 If your flowers or gifts arrive with a major issue (for example, they are significantly damaged, not as described in a major way, or otherwise fail to meet acceptable quality), we will organise a pickup and replacement at no additional cost to you, or discuss another suitable remedy.
11.5 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
11.6 Nothing in this section limits any rights or remedies you have under the Australian Consumer Law.
12. Products Containing Alcohol
12.1 Alcohol can only be purchased and delivered in accordance with applicable State and Territory liquor laws.
12.2 You must be 18 years or older to order or receive alcoholic beverages. By placing an order that includes alcohol, you confirm that you and the recipient are at least 18 years of age.
12.3 Unless a specific branded product is stated in the product name or description (for example, Moët or Antipodes Liquor), images of wine and other alcohol are illustrative only and the brand supplied may differ from that shown.
12.4 "White wine" products may be fulfilled with any available white wine; "red wine" products may be fulfilled with any available red wine style; and "sparkling" products may be fulfilled with any available sparkling wine, each of a similar type and value to that depicted.
12.5 Where a particular branded alcohol is selected (such as Moët or Antipodes Liquor), we will supply that brand or, if unavailable, contact you to offer an alternative or refund.
12.6 We or our delivery partners may request proof of age on delivery. If suitable ID cannot be provided, we may refuse to supply the alcohol and an alternative gift will be organised with an additional delivery fee (for example, delivery without the alcohol or return to store).
12.7 Additional licensing or delivery restrictions may apply in some States and Territories.
13. Interflora Australia‑Wide Delivery
13.1 A delivery fee of $19.95 applies to all orders placed for delivery through our Interflora Australia‑wide service.
13.2 Only products listed in our "Interflora Australia Wide" category/section are eligible for delivery via this service. Other products on our website cannot be sent using Interflora.
13.3 Interflora orders are not made or fulfilled by Lillypad Flowers & Events for the recipient's location unless the address falls within our local delivery area. In most cases, your order is transmitted through Interflora to another participating Interflora member florist located near the delivery address, who then creates and delivers your gift.
13.4 By purchasing any item from the Interflora Australia‑wide section, you acknowledge and accept the Interflora substitution policy. If a particular flower, colour or product is unavailable, the fulfilling florist will select a replacement that is as similar as possible in style, colour, quality and price.
13.5 Designs and contents may vary from the images shown on our website due to local and seasonal availability, but the overall value and style of your gift will be maintained.
14. Privacy and Marketing
14.1 We collect personal information (such as your name, address, contact details and order information) for the purpose of processing your order, arranging delivery or pickup and providing customer service.
14.2 We may also use your contact details to send you marketing communications and promotional offers, where you have provided consent or where permitted by law. You may opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us.
14.3 Our full Privacy Policy (available on our website) explains how we collect, use, store and disclose your personal information, and how you can access or correct it.
15. Website Use, Intellectual Property and Liability
15.1 All content on our website, including text, logos, images and designs, is owned by or licensed to Lillypad and is protected by intellectual property laws. You must not reproduce, modify or use our content for commercial purposes without our prior written consent.
15.2 We aim to ensure that product descriptions, pricing and availability information on our website are accurate. However, errors may occur and we reserve the right to correct any errors or update information at any time.
15.3 To the maximum extent permitted by law, we are not liable for any loss or damage arising from your use of our website, any interruption or delay in access, or any inaccuracies in website content.
15.4 Nothing in these Terms excludes, restricts or modifies any consumer guarantees or any other rights that cannot be excluded under the Australian Consumer Law. Where our liability cannot be excluded, and to the extent permitted by law, our liability is limited to the resupply of the relevant goods or services or the cost of such resupply.
16. Contact Us
If you have any questions about these Terms and Conditions, your order or our products, please contact the Lillypad team:
Phone: (03) 9460 2261 (during business hours)
Email: info@lillypad.com.au