Refund policy

Refunds & Returns Policy

Last updated: August 15, 2025

At Lilium, we take great pride in delivering fresh, seasonal flowers that are carefully packaged and handled. Because flowers are a perishable product, we’re not able to accept returns in the same way non-perishable goods can be returned. However, we want you to love your blooms, and we’ll always do our best to make things right if something isn’t perfect.

1. Damaged or Poor-Quality Flowers

If your flowers arrive damaged, wilted, or not as fresh as you expected, please contact us within 24 hours of delivery.
To help us resolve the issue quickly, we’ll need:

• Your order number
  
• Your delivery postcode
  
• Clear photos of the flowers showing the issue

Once verified, we can offer you a replacement delivery or a store credit/refund.

2. If You Change Your Mind

Because our flowers are perishable and made to order, we cannot offer refunds for change of mind once an order has been processed.

3. Incorrect Delivery Information

We cannot accept responsibility for failed deliveries due to incorrect or incomplete delivery addresses provided by the customer. Please double-check your details at checkout.

4. Missed Deliveries

If no one is available to receive the flowers, we may leave them in a safe place or with a neighbour. Once delivered, the flowers become the customer’s responsibility and no refunds can be issued for wilting caused by delayed collection.

5. Subscription Cancellations

You may pause, skip, or cancel your subscription at any time before your next billing date. Once payment has been processed and flowers prepared for dispatch, refunds cannot be issued unless there is a quality issue as outlined above.

6. How to Contact Us

For any refund or replacement requests, please reach out via our Contact Us form or email info@lilium.ca.