Policies
How we work
The essentials — our commitments to you, your privacy, and your experience.
Refund policy
Cancellations, refunds & returns
Cancellations
If you need to cancel your order, please reach out to us as soon as possible — ideally at least 48 hours before your scheduled fulfillment date. We’ll do our best to accommodate cancellations, but once arrangements have been prepared, we may not be able to offer a full refund.
Damaged or incorrect orders
If your arrangement arrives damaged or doesn’t match what you ordered, please contact us within 24 hours with a photo. We’ll work with you to make it right — whether that means a replacement or a refund.
No returns on perishable goods
Because flowers are perishable by nature, we cannot accept physical returns. All refund requests are handled on a case-by-case basis.
Refund timeline
Approved refunds are processed to your original payment method within 5–10 business days. You’ll receive an email confirmation once the refund has been issued.
Privacy
Your privacy matters to us
What we collect
When you place an order, we collect your name, email address, phone number, delivery address (if applicable), and your card message. We do not store your payment card details — all payment processing is handled securely by Stripe.
How we use your information
Your information is used to fulfill your order, coordinate delivery or pickup timing, send order confirmations, and communicate about your arrangements. We do not sell, rent, or share your personal information for marketing purposes.
Third-party services
We use a small number of trusted services to operate:
- Stripe — secure payment processing
- Resend — order confirmation emails
- Google Maps — delivery address validation
Each of these services has its own privacy policy governing how they handle your data.
Your data
If you’d like to request a copy of the information we have on file, or if you’d like us to delete your data, please email us at hello@hanalillianflorals.com. We’ll respond within 30 days.
Cookies
We use only functional cookies necessary for the site to work — such as maintaining your cart session. We do not use tracking cookies or third-party analytics that follow you across other websites.
Terms
Terms of service
Ordering
All arrangements are offered in limited quantities through seasonal drops with specific ordering windows. Orders are limited to a maximum of 4 arrangements per order. Availability is subject to change and items may sell out before the ordering window closes.
Pricing
All prices are displayed in US dollars (USD). Applicable sales tax is calculated at checkout based on your delivery address or pickup location. Final pricing — including tax — is shown before you confirm payment.
Fulfillment
Each drop has a specific fulfillment date. After placing your order, we’ll reach out by text to coordinate the exact delivery or pickup time. Please ensure the phone number provided at checkout is accurate and monitored.
Promotions
Promo codes are subject to specific terms and conditions, including expiration dates and eligible products. Only one promo code may be applied per order. We reserve the right to modify or withdraw promotions at any time.
Limitation of liability
Hana Lillian Florals provides arrangements with care, but because flowers are natural and perishable, we cannot guarantee specific vase life or appearance beyond the fulfillment date. Our liability is limited to the purchase price of the arrangement(s) in question.
Delivery
Delivery & fulfillment
Delivery area
We deliver within a limited radius that is validated at checkout. If your address falls outside our delivery area, you’ll be notified before payment and can choose pickup instead.
Delivery timing
All orders are fulfilled on the drop’s specified fulfillment date. We’ll text you to confirm an exact delivery window. Please ensure someone is available to receive the arrangement, or leave delivery instructions at checkout.
Delivery fee
A flat delivery fee is displayed at checkout when delivery is selected. Pickup is always free.
Pickup
If you choose pickup, we’ll text you with the exact location and time window for collection on the fulfillment date.
Get in touch
Contact us
Questions about your order, a custom arrangement, or anything else? We’d love to hear from you.
We aim to respond within 24 hours. For urgent order issues on your fulfillment date, please call or text.
These policies were last updated on March 1, 2026. We may update them from time to time — significant changes will be noted here.
Questions? Get in touch.