HERE ARE A FEW LITTLE THINGS YOU MIGHT LIKE TO KNOW. IF YOU HAVE ANY QUESTIONS THAT AREN’T COVERED HERE PLEASE CONTACT US AT HELLO@LVLY.COM.AU.
Where do you deliver?
We provide a same day gift delivery service across Melbourne & Sydney and next day delivery for other areas. Please check out the list of suburbs that we currently deliver to.
If you would like to arrange a delivery to a suburb that isn’t included on the list below please email us at firstname.lastname@example.org and we will provide a custom quote for you.
I have a question about my delivery, what should I do?
The LVLY Customer Service is here to help you Monday – Friday from 8:00am to 5:00pm. Please drop us a line at email@example.com and we’ll get back to you as soon as possible. If you email us after 5pm we’ll get back to you first thing the next morning.
I made a mistake on my order, what should I do?
Please notify us of any mistakes as soon as possible by emailing us at firstname.lastname@example.org If an incorrect delivery address or incorrect delivery name has been supplied and we have already dispatched the gift, a re-delivery fee will apply. Re-delivery fees are quoted on a case by case basis depending on delivery suburb. Gifts cannot be re-dispatched until payment has been confirmed.
Can I select a time for my gift delivery?
LVLY delivers gifts from 8:30am until 6.30pm Monday to Friday. We are unable to provide specific time slots or an exact delivery time. However, if you make a note in your order that you would like the flowers delivered in the AM or PM we will try our very best to accommodate this request.
What is the delivery cost for my order?
Delivery costs start at $12.95 but prices vary by zone and suburb. Our same day delivery service covers metro Melbourne & Sydney. Other delivery locations will be serviced with our Next day delivery option. The delivery cost will be added to your order during the checkout process and the price you pay is determined by the delivery postcode you enter. For a custom quote to a delivery zone that we don’t currently service, please email us at email@example.com.
How do I know when my gift has been delivered?
You will receive a delivery confirmation email to confirm that your gift has been delivered. Please remember that our delivery partners are busy delivering gifts all day long until 6.30pm. This means you may not receive a confirmation email until after 6.30pm.
What happens if the recipient is not home?
If the recipient is not home and it’s a private residential address, we instruct our drivers to leave the gift in a safe and protected place. If there is nowhere safe to leave, the gift will be returned to LVLY HQ or local postal depot and a re-delivery fee will be incurred. If the recipient lives in an apartment complex we will endeavour to leave the gift in a safe place but if we are unable to gain access to the building the gift will be returned to LVLY HQ and a re-delivery fee will be incurred. Re-delivery fees are quoted on a case by case basis depending on delivery suburb. Gifts cannot be re-dispatched until payment has been confirmed.
What special instructions should I provide?
The more information you can provide about the delivery location, the more smooth the delivery process and the less chance of re-delivery fees being incurred.
Business Address: Please provide the name of the business and whether the gift should be delivered to reception, a loading dock or building concierge.
Hospital Address: Please provide the name of the hospital, the name of the ward and bed number if possible. Once the gift has been delivered to the hospital concierge or front desk we cannot be held responsible for the gift getting to the patient. If the patient has been discharged the gift will be returned to LVLY HQ and a re-delivery fee will apply.
Residential Address: Please ensure that our drivers will be able to gain access to the property. If the address is within a secure building please ensure that the recipient will be home on the day of delivery or alternatively specify a safe location where the gift can be left. If our drivers cannot leave the gift in a safe location they will be returned to LVLY HQ and a re-delivery fee will apply.
What happens if I provide incorrect delivery instructions?
If you provide us with an incorrect address or an incorrect name we cannot accept responsibility for the failed delivery. We will arrange to re-deliver but a re-delivery fee will be incurred. If the gift includes flowers, we may not be able to re-deliver the same flower posy and will need to charge 50% of the original order cost plus the re-delivery fee.
The recipient of my order has let me know they have not received the gift on the date requested and I have/or have not received my delivery confirmation email, what are the next steps?
Please notify us and we will look into your delivery with our third party logistics partner. If we cannot provide an explanation and resolution immediately, and 24 hours has passed since the chosen delivery date, we will launch an investigation with our third party logistics company. We aim to provide a resolution for all investigations within 24 hours of the investigation launch.
If you are dissatisfied, even just a little bit, with any of the products or services provided by LVLY we’d really like to know about it. You can send feedback, comments and questions to firstname.lastname@example.org and we’ll get back to you pronto. We’re also just on the end of the line if there’s an urgent issue – give LVLY Melbourne a buzz on 0497683756 or LVLY Sydney on 0432768061.