General FAQ’s

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 [email protected].


How big are your flower posies?

Our flower posies come in three sizes – Little LVLY, Signature LVLY and Big Love LVLY. The difference in size is as follows:
Little LVLY – 375ml jar, arrangement height 25cm approx
Signature LVLY – 750ml jar, arrangement height 35cm approx
Big Love LVLY – 1ltr jar, arrangement height 45cm approx
We also sell a Luxe arrangement which comes in a 1ltr jar as standard.


Where do you deliver?

We provide a same day gift delivery service across Sydney metro, Melbourne metro & Adelaide metro. We provide a 1-4 day delivery service for all other locations. 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 [email protected] and we will provide a custom quote for you.


Can you deliver to hospitals?

We are currently unable to deliver flowers and gifts to hospitals due to COVID-19.


I have a question about my delivery, what should I do?

s

The LVLY Customer Service is here to help you Monday – Friday from 8:00am to 5:00pm. Please drop us a line at [email protected] 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 [email protected]
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 11.15am until 6.30pm Monday to Sunday (metro areas) and Monday – Friday (national orders). We are unable to provide specific time slots for orders, sorry!


What is the delivery cost for my order?

Delivery costs start at $16.95 but prices vary by zone and suburb. Our same day delivery service covers metro Melbourne, Sydney & Adelaide. 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 protected].


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 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.

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 has not received the gift on the date requested and I have/have not received my delivery confirmation email, what are the next steps?

Please notify us via email straight away at [email protected] and include your order reference number. We will look into the status of your delivery with our third party logistics partner immediately. 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 [email protected] and we’ll get back to you pronto.


Coronavirus (COVID-19): LVLY Action Plan

​We place the highest priority on protecting the health and wellbeing of our employees and customers so we wanted to let you know what we’re doing behind the scenes based on guidance from the Australian and Victorian government health departments. Measures include:

– All team members thoroughly washing and sanitising hands every time they enter and leave our offices and distribution centres
– All team members sanitising their hands before and after warehouse pickups and customer deliveries
– All florists & packing team wearing medical-grade protective gloves while arranging posies and / or packing customer orders 
– Clear direction to all team members to stay at home if they feel sick

These are by no means new measures, as we have always had health & safety policies in place for our team, but we want to reassure our LVLY customers that we have an action plan in place. 

In addition to this, contactless delivery will become the norm for the foreseeable future. Our delivery drivers have been briefed as follows:

– To sanitise their hands between each customer delivery
– Wherever possible, they should not come into direct contact with customers / gift recipients
– Instead, where safe, drivers will leave gifts and flowers at the front door of residential addresses or at the main entrance of commercial addresses
– As an alternative to a signature from the recipient, drivers will instead take a photo of the flowers / gifts as confirmation of delivery

Our intention is to take a common sense and practical approach to this situation, these measures are not intended to cause panic or inconvenience. We will continue to monitor the situation daily and update our LVLY customers as things develop.

If you have any questions or concerns, please do get in touch at [email protected]