Terms and Conditions

This page details our customer terms and conditions.

Our Contact details:

Lilys Flowers Ltd - Unit 11, Broadway Green Farm, Broadway Road, Lightwater, Surrey, GU18 5SU

Tel: 01276 474560.

Email: please use the contact form to get in touch

Making a purchase could not be easier. Just browse our shop online, and add any bouquets or gifts that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button, and you will be asked for a few details that we need to be able to complete the order.

We accept any debit or credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency.

We accept most credit and debit card payments, Visa, Mastercard, Maestro. You may send and pay for flowers over the phone by calling us.
Orders that are cancelled online or via the phone are subject to a cancellation fee.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when payment has been processed. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Delivery Schedule, Orders received before 12pm Monday to Saturday UK time for UK delivery will be delivered on the same day if required.
Orders with a specified delivery date will be delivered on that day (note must be received before same day cut off time shown above).
Orders placed to be delivered on a public holiday will be delivered the next working day. Online deliveries can only be in the UK. To send flowers overseas, please telephone.

No timed deliveries - except for funeral tributes and weddings.

Please telephone if you have an emergency order.

If you require specific flowers please telephone at least 24 hours before delivery is required.

Orders are delivered ONCE. If the recipient is not home, the flowers/plant are returned to the shop and a delivery note is left informing them that flowers/plant have tried to be delivered and to collect from the shop.
If a neighbour is home, we will try and leave the flowers/plant with them providing they are willing to take responsibility for the delivery.
If the recipient is physically unable to collect their flowers/plant, a new delivery date will be arranged with the recipient at Lily's Flower earliest convenience.
Lily's Flower are not responsible for theft or damage to flowers, plants or sundries if left.
We take care of our flowers and ensure freshness and quality at all times.
Tax Charges Orders are inclusive of 20% VAT
Credit Card Security. When the order is placed at our website, credit card numbers are encrypted using 256-bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any website.
Guarantee - we guarantee your complete satisfaction.
Getting in touch with us, if you need to reach us, please email us using the link on the store page, alternatively, you can telephone or write to us at either address shown at the top or bottom of this page
Privacy Policy, you can view our Privacy Policy Online.
Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Orders that are cancelled online or via the phone are subject to a cancellation fee.

USE OF DISCOUNT CODES. Lilys flowers from time to time offer exclusive discount codes to customers. Codes are generated in house, and we do not use a third party or share your information with any external source. Codes have various uses, these are as follows:

• Unlimited use (usually set for a time period)
• Single use (usually offered to an individual with extended time frame specified by management) 
• One use per customer (given to all customers and expires after single use) 
• Voucher code must be entered as directed - i.e. UPPER or lower case must be adhered too
• Vouchers dates have an expiration and can not be extended
• Vouchers can be either for "PRODUCT" or "DELIVERY" but can not be for both
• Only one voucher can be used at a time
• Discount can be for "£" or "%". i.e. £10 or 10%. Values are non-negotiable and set by management
• The management have the right to refuse discount codes and cancel order(s)
• discount codes can be shared with friends and family - but agree to be added to our mailing list for the use of the code. (can unsubscribe at any time)
• If you wish to join the mailing list please click on the following contact us link and send an email "CONTACT US" We'll add you right away! Or you can visit the Contact Us page on the website.
• Vouchers CANNOT be redeemed for wedding, events and any other installation service offered by Lilys flowers Lightwater
• Cannot be used for national or international relay services - only orders that are delivered by Lilys flowers Lightwater logistics department 
• Vouchers can be used for Floral Subscription services but strictly one use per customer

Refunds/Returns Policy

Refunds may occasionally be given at the discretion of the management. Because of the perishable nature of our products, you are advised to make any complaint within 1 working day of the delivery of your flowers. We always endeavour to reach an agreement with the recipient for either for a replacement or a refund, depending upon the nature of the complaint.