Shipping, Collections & Returns Policy

Shipping your order:

Once your order is ready, we will arrange shipping with you. Shipping is quoted after your order has been placed, to allow us to determine order quantities and the best way to get your florals delivered to your location. From there, we will quote your shipping or courier charges based on your location. Please note, we only ship withing Australia at this time.

Please remember that shipping and courier timeframes are outside of our control. Lola Lane cannot be held responsible for delays caused by postal services, couriers or other third-party shipping providers.

While we take every care to package your florals securely, Lola Lane cannot accept responsibility for damage caused during transportation once the order has been handed to the courier or shipping provider. Due to the handmade and delicate nature of our floral arrangements, there is always a possibility that items may be moved, bent, broken or damaged during transit. While we take care to package your order as securely as possible, Lola Lane cannot accept responsibility for damage, breakage, mishandling, loss or delays that occur after your order has been dispatched and is in the care of the postal or courier service. We are also unable to guarantee that your parcel will be handled in a particular manner once it has left our care.

Collection

Collection is available by appointment only. Once your order has been completed and is ready for collection, we will contact you to arrange a suitable collection time. All collections must be confirmed directly with Lola Lane via both phone and email prior to arrival. This ensures your order is ready, safely packaged and that someone is available to assist you at the agreed time.

Your flowers do not need to be collected immediately before your wedding or event. As our florals are premium silk flowers, your order can be completed and collected well in advance of your special day, giving you the peace of mind that your flowers are safely in your hands and ready to go.

Please note that unscheduled or unconfirmed collections cannot be accommodated. Customers must wait for confirmation from Lola Lane before attending for collection. If you require a particular collection date or have a specific timeframe in mind, please discuss this with us when placing your order so we can work with you to organise the best collection arrangement.

Once your order has been collected, responsibility for the safe handling, storage and care of the florals transfers to the customer. We recommend keeping your flowers safely boxed or stored in an appropriate location until they are required for your event.

Damaged Items

We want you to be happy with your Lola Lane order, and if your parcel arrives damaged, we ask that you contact us within 48 hours of receiving your order so we can do our best to assist, and initiate a solution for you.

Any damage must be reported to us in writing and should include clear photographs of:

The exterior of the parcel and packaging
Any visible damage to the packaging
The damaged floral item or items
Any other relevant details that may help us understand what has occurred

Please retain all original packaging until we have advised you that it can be disposed of, as this may be required when investigating a damage claim with the postal or courier provider.

Once we receive your written report, we will review the circumstances and work with you as best we can to determine an appropriate resolution. While we will always make every reasonable effort to assist, we cannot guarantee a particular outcome, replacement, refund or reimbursement for damage that has occurred during transit.

Returns & Notification Period

If you believe your order needs to be returned, please, contact Lola Lane within 48 hours of receiving your order to initiate the return process. Please do not return an item without contacting us first and receiving instructions regarding the return process.

Where a return is approved, the item must be returned in its original condition and, where applicable, with its original packaging. Return postage arrangements and any applicable costs will be discussed with you as part of the return process.

Lola Lane cannot accept responsibility for damage that occurs after an item has been delivered, including damage resulting from incorrect handling, storage, installation, use or alterations made after receipt. However, we understand that things can sometimes go wrong, and our priority is to work with you wherever reasonably possible. If there is an issue with your order, please contact us as soon as possible rather than waiting, so we have the best opportunity to understand what has happened and assist you.

By placing an order with Lola Lane, you acknowledge that once your order has been securely packaged and handed to the nominated postal or courier service, events occurring during transit are outside our direct control.

Change of mind policy

At Lola Lane, our floral arrangements are individually designed and handcrafted specifically for each customer. Because our custom pieces are made to order and may involve sourcing specific flowers, colours and materials for your individual design, we do not offer refunds, exchanges or cancellations where you have simply changed your mind or no longer require the item, except where required by the Australian Consumer Law.

This includes changes of mind relating to colour, style, flower selection, size, design preferences, event plans, wedding details or personal circumstances after your order has been confirmed and production or sourcing has commenced.

We encourage you to carefully consider your design, requirements and event details before approving your custom order. Where applicable, you will receive approval photographs before your piece is finalised, and once your design has been approved, no further design changes can be made. Please inform us within this process if you are unsatisfied or require any immediate changes to designs that you wish to make.

For custom-made orders, we are unable to guarantee that an order can be cancelled or altered once materials have been sourced or production has commenced. Any request to cancel or change an order will be considered on a case-by-case basis, and we will always do our best to assist where reasonably possible.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law. If your Lola Lane purchase has a problem covered by the Australian Consumer Law—for example, if the goods do not meet a consumer guarantee—you may be entitled to a remedy such as a repair, replacement or refund, depending on the circumstances and the nature of the problem. These rights apply regardless of our change-of-mind policy.

If you believe there is a problem with your order, please contact Lola Lane as soon as possible and provide details of the issue, along with photographs where appropriate, so that we can assess the matter and work with you to determine the appropriate next step.

We want you to love your Lola Lane florals, and while we cannot offer change-of-mind returns on our individually handcrafted pieces, we will always treat genuine concerns with care and work with you in accordance with your rights and our obligations under Australian Consumer Law

Need Your Flowers Sooner?

We understand that sometimes plans come together a little later than expected.

Rush orders may be possible depending on our current workload, flower availability and supplier timeframes. If you have a shorter timeframe, please contact Lola Lane directly before placing an order so we can discuss your requirements and confirm whether we are able to assist.

Please do not assume that a rush order will be available until it has been confirmed directly by Lola Lane.