FAQs, Policies + Procedures

Shipping

How fast will my order ship?

All shipped orders are processed within 5–7 business days of receipt and shipped via FedEx, UPS, or USPS. We do our best to get orders out ahead of that window. If you need something quickly, reach out at sayhello@houseoflilac.com or 305-392-1297 and we’ll do our best to accommodate you.

What are your shipping fees?

Shipping fees vary based on product size, weight, and distance. We offer flat-rate shipping on our most popular sizes. Expedited options (2nd Day and Next Day) are available at checkout for an additional cost depending on your location.

Will my package be safe in transit?

We package every order with extreme care to protect it during transit. Once an order has been handed off to the carrier, House of Lilac is not responsible for damage caused by carrier mishandling. If your order arrives damaged, please refer to our Refund Policy.

Do you ship outside the contiguous US?

We ship dried flower orders to all contiguous US states only. Fresh flower orders are available for local hand delivery across Miami-Dade, Broward, and Palm Beach counties.

Local Hand Delivery

Where are hand deliveries available?

We deliver across Miami-Dade, Broward, and Palm Beach counties. You can see all available zip codes and delivery fees at checkout.

What days do you offer local delivery?

Deliveries are made Tuesday through Friday. Deliveries on other days may be available if arranged with us in advance — just reach out before placing your order.

What time will my order be delivered?

Deliveries are made between 10am and 6pm unless otherwise stated. Holiday schedules may vary.

Can I request a specific delivery time?

Yes, timed deliveries are available for an additional fee. Call us at 305-392-1297 to arrange.

Can I get same-day delivery?

Same-day delivery is available on delivery days for orders placed before 12:00pm. If it’s after 12pm, give us a call and we’ll see what we can do.

What if no one is home when you deliver?

We’ll knock and call the recipient first. If we can’t reach them, we’ll call you (the sender) and leave the order in the safest spot we can find at the front door — under a roof where possible. Please note that House of Lilac is not responsible for orders that are stolen or damaged after delivery.For condos, apartments, or gated communities, please include gate codes or access instructions in your order notes. If there is a front desk or doorman, we will leave the order with them and obtain a signature — however, please be aware that front desk staff may hold items for extended periods. We recommend checking in with them on your delivery day.For hospital deliveries, we do deliver to hospitals but strongly encourage you to contact the hospital beforehand to understand their receiving policy, as most hospitals require someone to meet us at the entrance. Please let us know the procedure before your order is placed.

What if the delivery is unsuccessful?

If we are unable to complete delivery due to an inaccessible address, locked gate, or no response, the order will be returned to our shop. A redelivery fee will apply for a second attempt.

Can I request a delivery date?

Yes — use the calendar at checkout to schedule your delivery date.

What if I need to change my delivery address after ordering?

Please contact us as soon as possible at sayhello@houseoflilac.com or 305-392-1297. We’ll do our best to update it before the order goes out. Please note that House of Lilac is not responsible for orders that are undeliverable due to an incorrect address provided at the time of purchase.

Local Pickup

What if I placed an order for pickup?

We’ll have your order ready by the pickup date you selected. If you didn’t choose a pickup date, give us a call at 305-392-1297 to arrange one — or don’t worry, we’ll send you a text when it’s ready (typically within 1–2 business days).

Our Flowers

What’s the difference between fresh and dried flowers?

Fresh flowers are cut florals with a natural lifespan, available for local hand delivery in South Florida only. Dried flowers are preserved arrangements that last much longer and can be shipped nationwide to all contiguous US states. Both make beautiful gifts — it just depends on what you’re looking for.

What are House of Lilac fresh flower bouquets?

Our fresh flower bouquets are a curated selection of high-quality florals, conditioned, cleaned, styled, and wrapped in kraft paper. These are not pre-arranged — they are fresh-cut stems and greens hand-picked from the floral market, bundled in house, and meant to be arranged by the recipient to their taste. They are hydrated during transit. Vases can be purchased separately as an add-on.We strongly recommend unwrapping the bouquet immediately upon receipt, filling a vase halfway with fresh water, and arranging the florals to your liking. Please note that House of Lilac is not responsible for the condition of bouquets once they have been received and confirmed by the recipient.

Can I choose my flowers?

Our arrangements are seasonal and depend on what’s available at the market that week. We are not able to accommodate specific flower requests for standard orders. For custom orders, see below.

Do you do custom orders?

Yes! We love working on custom orders. Reach out to us at sayhello@houseoflilac.com or 305-392-1297 to discuss what you have in mind.

How do I care for my flowers?

Upon arrival we recommend: checking the water level and adding cool water if needed; displaying in a cool location out of direct sunlight and away from AC or heating vents; and removing flowers as they fade to prolong the life of the rest of the arrangement.

Gifting

Can I send flowers as a gift to someone else?

Absolutely — gifting is one of our favorite things. Just enter the recipient’s address at checkout. We deliver directly to them on the date you choose.

Will the price be visible on the order?

Never. We do not include pricing on any packing slip or receipt included with the order, so your gift always arrives without a price tag.

Can I include a gift note?

Yes — just let us know your message at checkout or in your order notes and we’ll include a handwritten card with your order.

Will you contact the recipient before delivering?

For standard orders we show up on the delivery date without contacting the recipient in advance — perfect for surprises. For gift subscriptions, we’ll follow the gift giver’s preference on how to handle communication with the recipient.

Do you offer gift subscriptions?

Yes! You can gift a fresh or dried flower subscription. Visit our subscriptions page to learn more or reach out to us directly at sayhello@houseoflilac.com.

Refunds & Guarantees

What is your refund policy?

All sales are final once production has begun. If you need to cancel before we’ve started on your order, contact us as soon as possible at 305-392-1297 or sayhello@houseoflilac.com. Please refer to our full Refund Policy for details.

Do you offer a fresh flower guarantee?

Yes — we offer a 3-day freshness guarantee on all fresh flower orders. If your flowers die or show significant signs of deterioration within three days of delivery, email us photos from multiple angles — including the vase — to sayhello@houseoflilac.com and we’ll make it right. If your order arrives damaged at delivery, the same process applies — just email us right away. Claims submitted outside the 3-day window cannot be accepted.

Do you offer a dried flower guarantee?

Yes. All dried flower orders come with a damage-free guarantee. If something arrives damaged, email us a photo of the full arrangement and any specific damaged stems to sayhello@houseoflilac.com on the same day of delivery and we’ll replace it at our expense.

Can I get a price adjustment if I miss a promotion?

We do not offer price adjustments on flash sales or daily deals. For weeklong promotions, if your order was placed within one day before the promotion began, we can adjust accordingly.

Subscriptions

What are the subscription terms?

All subscriptions require a four-order minimum before you can cancel, skip, or pause. Please note that dried flower subscriptions are delivered four times per year, so the four-order minimum represents a full year commitment. For full terms, see our Subscription & Cancellation Policy.

How do subscriptions work as a gift?

Gift subscriptions are a wonderful way to share the House of Lilac experience. The gift giver purchases the subscription and we handle communication with the recipient according to your preference — just let us know how you’d like it handled at the time of purchase.

How do I manage my subscription?

Contact us directly at sayhello@houseoflilac.com or 305-392-1297. We recommend reaching out before your next charge date to ensure changes are processed in time.

Events & Corporate Orders

What if I booked a small event package?

If you booked a small event via our website, we’ll be in touch within a few days to discuss logistics.

What is your event cancellation policy?

Because event orders often require us to place orders, secure staffing, and incur other costs in advance, cancellations are subject to deductions for any costs already incurred plus applicable credit card processing fees. The remaining balance will be refunded to your original payment method or issued as a gift card with no expiration. Please contact us as early as possible at sayhello@houseoflilac.com or 305-392-1297 if you need to cancel.

Do you take corporate or bulk orders?

Yes — we work with brands, companies, and large-scale gifting. Reach out to us at sayhello@houseoflilac.com or visit our brand events page to learn more and request a quote.

Payments

What forms of payment do you accept?

We accept all major credit cards, Apple Pay, Google Pay, and Shop Pay. Buy Now Pay Later options are also available through Shop Pay at checkout.