LVLY shortlisted for three Inside Retail awards 2026

Australian online florist and gifting company LVLY has been named a finalist in three categories at the Inside Retail Retailer Awards 2026.

The company appears on the shortlist for Customer Service Excellence (Online), Best Customer Service Team and Best Online Store. The awards cover retailers operating in Australia and include categories focused on customer experience and service delivery.

LVLY sells flowers and gift bundles online. It offers same-day delivery in major Australian cities and next-day delivery across Australia, according to the company.

The shortlist recognition puts a focus on LVLY's customer service operation and its eCommerce offer. The company said it sees customer experience as central to how it runs the business.

"At LVLY, everything we do is driven by one simple purpose: to make someone's day," said Niklas Frassa, Chief Executive Officer, LVLY.

Frassa linked the finalist positions to the work of the company's staff.

"Being recognised as a finalist in multiple customer experience categories at the Inside Retail Retailer Awards is a true testament to the passion, dedication and care our entire team brings to every interaction.

"We believe exceptional customer service isn't just about solving problems, it's about creating moments of joy and connection that people remember. This nomination inspires us to continue innovating and delivering thoughtful, personalised experiences that put customers at the heart of our business," said Frassa.

Service focus

LVLY said its customer service team provides support across phone, email and social media. The company said the team handles delivery logistics, customer queries and special occasion requests. It also said the team provides product recommendations.

The awards categories place emphasis on online retail operations. LVLY competes in a segment that includes both specialist flower delivery businesses and broader gift retailers with eCommerce storefronts.

The company also highlighted elements of its order fulfilment and packaging. LVLY said orders arrive in "Someone Thinks You're Awesome" gift boxes. It also offers personalised messages as an option, according to the company.

LVLY said it provides same-day delivery in major cities. It framed delivery speed as part of the end-to-end experience for online shoppers ordering for events such as birthdays and other occasions.

Sourcing and waste

LVLY also pointed to its sourcing approach. It described a "Paddock To Posy" promise. The company said it works with local growers and aims to reduce "flower miles". It also said this approach results in longer-lasting blooms.

On waste, LVLY said it operates a "zero waste promise" for unsold flowers. It said it donates remaining flowers to local aged care homes and hospices.

Retailers have faced growing scrutiny of supply chain practices and waste management, particularly in categories with perishable products. For florists, this includes procurement, storage and end-of-life handling for unsold stock.

Customer guarantee

LVLY also referenced a "100% happiness guarantee". The company said the promise covers situations where customers are not satisfied with an order. It said its team works to resolve those issues.

Customer service guarantees have become a common feature for online retailers seeking to reduce the perceived risk of buying sight unseen. In floristry and gifting, customer expectations can be shaped by timing, presentation and product freshness.

LVLY said it continues to invest in customer engagement. It cited technology and personalised experiences as areas of focus. The company also referenced a culture of continuous improvement.

Winners for the Inside Retail Retailer Awards 2026 are due to be announced at a gala in Melbourne.