Terms and Conditions

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It is the customer’s responsibility to ensure they are providing us with correct information. 

If a delivery is to be made to a residential address it is our policy to call the recipient first. Your order will not be shipped until we have reached the recipient by phone. We are not responsible for incidences where our messages are not returned. If your delivery is running more than a day behind for the above reasons we will contact you and ask you to provide another number the recipient may be reached at. 

Why do we need to call first? Every time our driver makes a delivery attempt we are charged and that cost gets passed along to you. During times of hot or cold weather it is bad for the life of flowers to have them repeatedly going in and out of the shop or to be left on a door step. We have also, on frequent occasion, discovered the recipient is out of town. For all these reasons we call first and wait to create the arrangement until we have confirmed they are home (for freshness and their convenience). 

We cannot guarantee specific delivery times. Recipients are typically asked for a two hour window that they will be home. If you are requesting a delivery to a business you are welcome to request a specific two hour window in the order comments section. 

Due to various seasonal and regional conditions, and the variety of unplanned issues courtesy of Mother Nature, availability of some flowers may be limited in certain areas. Also, specific flower varieties or colours may not be available for delivery on a specified day. Therefore, it is possible that the exact bouquet pictured or requested may not be available for delivery.

In this event, the florist will deliver a second choice of similar flowers and container of equal value and beauty. Every effort will be made to maintain size, shape, and overall colour schemes of an arrangement, but there may be some variance due to designer interpretation. In single variety arrangements, variety will take preference over colour. Our goal is your complete satisfaction, rest assured that every effort will be made to provide an arrangement of equal or greater value.

Quality complaints must be made within 5 days of delivery/pick up and include a photo. Once the photo/timeline is assessed we will come up with a solution that works! 

We cannot replace flowers that have been exposed to extreme heat or cold for too long once out of our care. 

We work with a fresh product and inevitably issues will arise, we appreciate issues brought to our attention so we can remedy them them as soon as possible with our suppliers. 

We also reserve the right to refuse service. We have a zero tolerance policy on rude or abusive behaviour.

We reserve the right to cancel orders due to availability or typographical errors. Prices are subject to change without notice due to flower market fluctuations.  It is the customer’s responsibility to ensure they check the hours of operation and to come for their pick up during these times. 

The customer/recipient is responsible for the care of plants after purchase. Flowers by Lilac is not responsible for death of plants that are no longer under their care.  

Flowers by Lilac is not responsible for any damages that occur from the handling of their products. Flowers by Lilac is not responsible for any damage to furniture or fixtures due to faulty containers or vases. Flowers by Lilac assumes no responsibility for stains from flower petals or materials. Please note flames should never be left unattended. Flowers by Lilac is not responsible for any injuries that occur as a result of handling plant material, care should be taken by the customer due to sharp leaves and thorns.  The customer/recipient assumes all risk in these matters.