Refund policy

Refund Policy

All sales are final once we've started on your order. Production times vary — some orders go into production within minutes of being placed, so if you need to cancel, please contact us as soon as possible by phone at 305-392-1297 or by email at sayhello@houseoflilac.com.
If we're able to catch your order before production begins, you'll have two options:

• Full gift card for the purchase amount — no fees deducted, never expires, redeemable at houseoflilac.com
• Refund to your original payment method, minus a 6% credit card processing fee — this is the fee charged to us by our payment processor and cannot be recovered

Once a refund is issued, please allow 5–10 business days for it to appear, depending on your bank or card issuer.

Damage-free guarantee

Damage-free guarantee

We stand behind every order from the moment it leaves our hands to the moment it arrives at yours — including damage that occurs in transit.

Fresh flowers: We offer a 3-day freshness guarantee. If your flowers arrive damaged 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. Resolution may include replacing damaged stems, resending your order, or issuing a gift card. Claims submitted outside the 3-day window cannot be accepted.

Dried flowers: If your order arrives damaged, email us a photo of the full arrangement and any damaged stems to sayhello@houseoflilac.com on the same day it’s delivered and we’ll make it right. Because dried flower damage is typically caused in transit and is immediately visible, we’re unable to accept claims after delivery day.

Please double-check your shipping address at checkout. We aren’t able to cover orders that are lost or undeliverable due to an incorrect or incomplete address provided at the time of purchase.

Questions? Reach us at sayhello@houseoflilac.com or 305-392-1297.