Last updated October 24, 2026
Flowers are perishable and every order is made for one person, so our policy is short and firm. Please read it before you order.
Refunds
All sales are final. We do not offer refunds. Once an order is confirmed we buy the stems for it, and those can’t be resold.
Exchanges or replacements, in extenuating circumstances
We may, at our discretion, replace an order or offer a credit toward a future order if:
- the flowers arrived damaged, or
- we delivered the wrong item, or
- we missed the delivery date because of an error on our side.
To ask, email lushandlilianrose@gmail.com within 24 hours of delivery with your order details and a clear photo of the flowers. Requests after 24 hours, or without a photo, can’t be considered. Any replacement uses flowers of equal value and is delivered on a date we agree with you.
What isn’t covered
- Substitutions. If a stem isn’t available or isn’t at its best, we replace it with one of equal or greater value in the same colours. Colours, vases and wrapping may differ slightly from photos.
- Wrong address or nobody home. If the address you gave is incorrect or the recipient can’t be reached, we’ll leave the flowers in a safe spot, with a neighbour or concierge, or bring them back to the studio. Redelivery is charged at the standard delivery fee.
- Care after delivery. Flowers wilt faster in heat, direct sun or without fresh water. We can’t replace flowers that weren’t cared for.
- Change of mind. You can change the date, address or card message free of charge up to 24 hours before delivery. After that the order goes ahead as placed.
Workshops
Workshop seats aren’t refundable. You can move your seat to another date, or give it to someone else, if you tell us at least 72 hours before.
Privacy
We collect only what we need to make and deliver your order, and we handle it in line with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).
What we collect
- Your name, email and phone number.
- The recipient’s name, address and phone number, if you give one.
- Your card message and delivery notes.
- Basic technical data your browser sends, such as IP address, kept in our hosting provider’s server logs.
How we use it
To confirm, make and deliver your order, and to contact you about it. We don’t sell or rent your information, and we don’t add you to a mailing list unless you ask.
Payments
Card payments are processed by Stripe. Your card number goes straight to Stripe and never reaches us or this website. Interac e-Transfers are handled by your bank.
Who else sees it
Only the services we need to run the business: our web host, our email provider and Stripe. We share a recipient’s address with a delivery driver only for that delivery.
How long we keep it
Order records are kept for as long as Canadian tax law requires, then deleted. Messages sent through the contact form come to us by email and aren’t stored on this website.
Your rights
You can ask to see, correct or delete the information we hold about you. Email lushandlilianrose@gmail.com and we’ll respond within 30 days.
Cookies
This site uses only the cookies needed for it to work, such as keeping items in your cart. We don’t use advertising cookies.
Lush & Lilian Rose and Floral Boutique, Toronto, Ontario. Questions about this policy: lushandlilianrose@gmail.com or 647-768-3666.