Frequently Asked Questions
Petals Florist Network understands that purchasing fresh flowers and gifts for friends and loved ones is a very important decision and the process should be as easy and as enjoyable as possible! Below are the most common questions asked frequently by our customers. If your question isn’t answered here, please contact us.
- What is the difference between Standard, Classic and Deluxe?
- Why use Petals and experience 'The Petals Difference'!
- What is the cut-off time for me to place my order?
- Can my order be delivered on weekends and/or public holidays?
- Can I request a specific delivery time for my order?
- Can you deliver to hospitals?
- Are there any areas you cannot deliver to?
- Will additional charges ever apply to my order?
- Can I have alcohol sent with my order?
- Can I have gourmet food or other gift items sent with my order?
- How large is your delivery area around the world?
- What if I can't see the product I want on Petals sites?
- What payment methods can I use?
- How can I be sure my credit card details are secure when purchasing online through Petals?
- How do I place my order?
- How do I redeem my voucher or coupon?
- How can I be sure that Petals has received my order?
- What do I do if my credit card is declined?
- How do I make changes to my order or cancel my order after I have placed it?
- What happens if there are delivery or other problems with my order?
- Why do you need to substitute sometimes?
- What happens if the recipient of my gift is not at the delivery location at the time the gift is delivered?
- Does Petals store any personal information about me or the recipient of my gift?
- Can Petals help me to remember important birthdates, anniversaries and occasions?
What is the difference between Standard, Classic and Deluxe?
We offer our customers the opportunity to upgrade selected bouquets and arrangements from the standard size (as pictured) to our classic or deluxe sizing. An upgrade enables our florist to individually select more beautiful blooms to add to your chosen item to the value paid.
Why choose Petals & what is 'The Petals Difference‘?
Petals offers you beautiful floral arrangements, bouquets, gift baskets and more for same-day delivery throughout the United Kingdom, the Republic of Ireland, Australia and New Zealand and next-day delivery over 100 countries around the world. All products are delivered fresh from local florists. Learn about the Petals Difference and why our Network is different from the rest!
What is the cut-off time for me to place my order?
FOR SAME-DAY DELIVERIES
Monday to Friday:
Same day delivery by Petals is guaranteed throughout the United Kingdom on orders placed before 12:00pm in the recipient's time zone. Same day delivery can be available on orders placed after these times, but it is not guaranteed. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm.
Same day delivery by Petals is available throughout the United Kingdom on orders placed before 10.00am in the recipient's time zone. Same day delivery can be available on orders placed after these times, but it is not guaranteed.
Saturday international deliveries may not be guaranteed.
These cut off times do not apply to busy floral events including (but not limited to) Mothering Day, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.
Sunday & Remote Locations:
Deliveries to remote delivery areas may not be same-day guaranteed. We cannot guarantee Sunday deliveries, however we will always try our very best to get it there as requested.
Same Day Delivery Exclusions:
There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case, Petals will notify you with alternative delivery options. Most same day deliveries require a 3 hour turn around. While we will try our best, we cannot guarantee delivery to hospitals, businesses and funeral services without a minimum 3 hours notice.
Petals can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners.
Can my order be delivered on weekends and/or public holidays?
Petals can same-day deliver orders on Saturday throughout the United Kingdom if they are placed with Petals before 10.00am in the recipient's time zone. Petals cannot always deliver orders on Sundays (check for Mothering Sunday delivery). If Sunday delivery is preferred, it is advised that you contact Petals directly to make arrangements for Sunday delivery.
These cut off times do not apply to busy floral events including (but not limited to) Mothering Sunday, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.
In most cases, Petals is unable to deliver orders on public holidays. It is advised that you contact Petals directly to make requests for delivery on public holidays.
Please Note: Deliveries to remote or difficult delivery areas may not be same-day guaranteed. Petals can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners.
Can I request a specific delivery time (eg. morning or afternoon) for my order?
Yes, for most orders you are able to request a morning or afternoon delivery during normal business hours. Please notify Petals of your preference for either AM or PM when placing your order.
Please Note: While Petals offers customers the opportunity to nominate a preferred time of delivery (i.e. AM, PM or ASAP) it is not possible to guarantee that these times will be achieved. Petals uses a network of local florists around the world to deliver flowers so that customers receive the freshest possible gift. Consequently, there are often local reasons why an order can not be delivered within your preferred time frame (for example, courier delivery times).
If the flowers are for a timed event (for example, a funeral), the florists will do their best to assist. However, Petals strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.
If a delivery should not be made after a certain time (for example, if the recipient is leaving the hotel), please either provide an alternative delivery address within the same delivery area.
Can you deliver to hospitals?
Our florists are experienced in delivering flowers to hospitals but will do so in accordance to hospital policies. Some common policies are:
- Most flower deliveries cannot be delivered to the recipient's room by the florist and may have to be left at the nursing station.
- Some hospitals do not allow lillies and latex balloons as they are common allergens.
- Flowers, plants and fruit cannot be delivered to Intensive Care Wards and Units.
Please check with the hospital, before ordering your flowers for delivery.
Are there any areas you cannot deliver to?
At Petals we try our best to ensure your flowers are delivered on time to the right location. Unfortunately, Petals cannot offer same day delivery or deliver to some locations due to their remoteness. Some deliveries may be required to be collected from the nearest town or depo, if this is the case the recipient will be notified.
Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.
We do not guarantee delivery to the following timed events:
- Wedding Receptions
We do not guarantee delivery to the following places:
- Hospitals (especially Intensive Care Units)
- Army, Airforce and Naval Bases
- Secure Buildings
We apologise for any inconvience but delivery to these areas and facilities is very difficult.
Charges in addition to standard delivery and handling fees may apply to some orders. If an order has to be re-delivered due to (for example) recipient not at delivery address or wrong delivery details, an additional charge will be incurred.
Please Note: That in the event of additional charges applying, Petals will contact the purchasing customer to notify them of any changes to their purchase price.
Can I have alcohol sent with my order?
No, unfortunately we cannot deliver alocohol.
If you place an order that includes alcohol, Petals cannot guarantee delivery your order.
Can I have gourmet food or other gift items sent with my order?
Petals will make every effort to complete the order as requested. However, Petals does not guarantee the inclusion of these items and they are not always available. Petals will make reasonable substitutions when necessary. Please refer to the Petals substitution policy for more information.
How large is your delivery area around the world?
Petals Network can either same-day deliver or next-day deliver to over 100 countries around the world, here is a list of the main countries we deliver to. If the country you wish to send flowers to is not on this list please don't hesitate to contact us about delivery in your specific area.
Click here , for more information on ordering International orders online.
- Czech Republic
- Fiji Island
- Hong Kong
- New Calendonia
- New Zealand
- South Africa
- Sri Lanka
- United Kingdom
What if I can't find a product I want online? Can I customize my request?
Yes. If you know what you are looking for, but can’t find it, simply find the product that is similar in style and place an order for it. In the special instructions section, you will be able to describe your particular requirements during the check out process. For example: If you choose B11, you may wish to add "please use pink flowers" or "must include roses" to personalise your gift.
Otherwise, please contact us and our experienced representatives will work with you on the order to make sure that we capture your specific needs. Petals will make every effort to complete the order as requested.
Petals accepts all major credit cards including:
Can I be sure that my credit card details are secure when purchasing online through Petals?
Yes. Petals takes the security of our customers' credit cards very seriously. Petals.co.nz is secured using McAfee Secure. This ensures that all information you send online to us will be encrypted. Certificate technology allows us to decrypt the information, and view it in plain text form.
Making your Selection:
Ordering from Petals is easy! Simply browse the selection of floral products for the country that you are sending to. You can browse products either via the homepage of the Petals site that you are visiting, or by visiting any one of our international web sites.
Go to Shopping Basket:
Once you have made your selection and any special extras add the choosen product to your shopping cart. Then proceed to the checkout.
Processing Your Payment:
Follow the steps to complete the 'Secure Order Form', ensuring that you complete the * required fields. If you need to make any changes you can click on your 'back' button and edit your order before final submission. After reviewing your order and checking that everything is correct, click the 'submit' button to send your order to Petals for processing and delivery.
- To redeem your Petals voucher or coupon, select your products and go to the checkout.
- Enter the recipients delivery information and continue to billing.
- Enter your billing information.
- At the bottom of the billing page, you will find a section called "Promotion Code".
- Enter your coupon or voucher code in here and select recalculate.
- The discount will now be applied to your order and you can continue to the order confirmation page.
How can I be sure that Petals has received my order?
When ordering online, once you have clicked the final 'Send Order' button, you will be shown a confirmation page and a receipt number. Petals recommends that you either print this page or note your receipt number for future reference. When ordering online you will also receive an e-mail from Petals confirming that your order has been received. You can also request a confirmation e-mail of your order when placing your order via the telephone.
What do I do if my credit card is declined?
In the event that your credit card is not able to be charged, you will be notified by Petals (usually via the e-mail address you have supplied to Petals). You will then need to contact your financial institution for further assistance and/or contact Petals to provide a different form of payment.
Please Note: That your order will not be processed until your credit card is able to be charged the full amount of your order. Your order will be placed on hold until further notice by Petals.
How do I make changes to my order or cancel my order after I have already placed it?
You are certainly able to cancel or make changes to your order after it has been placed with Petals within a reasonable timeframe before delivery. If the order is already with the courier, changes cannot be made to your order.
Please Note: If e-mailing details of your changes to Petals, you will need to include your order receipt number in the subject line of your e-mail.
What happens if there are delivery or other problems with my order?
Delivery problems can occur for a number of reasons. They are usually related to the recipient of the gift not being at the address at the time of delivery, or incorrect recipient contact details supplied to Petals. Petals will always do our utmost to assist all customers with any concerns or complaints that they may have. Depending on the circumstances of the delivery issue, extra delivery and wastage charges may apply.
Our member network is comprised of florists and relay organisations around the world. Every effort is made to deliver flowers and gifts on the day requested and in a condition that reflects the high standards set by member florists and floral relay organisations. Please refer to our Terms and Conditions and Substitution Policy for further information.
Deliveries to remote or difficult delivery areas may not be same-day guaranteed. Petals can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners. Content and colour of flowers may vary according to season and local availability.
Why do you need to substitute sometimes?
Due to temporary availablity issues and out of season flowers, our florists may find it necessary to substitute flowers, plants, gift items or containers/baskets. Every effort will be made by our florist to perserve the style and colour scheme of your order. All substitutions will be made of products of equal value or higher. Please refer to our Substitution Policy for more details on substitution.
What happens if the recipient of my gift is not there to received the order I placed?
Petals Network and Network Members are not responsible for deliveries if the recipient is not at the location at the time of delivery or if incorrect or incomplete information is provided. If you are the customer, you must make sure that the recipient will be at the location on the date given on the order form for delivery or provide alternate instructions.
It is recommended that a contact phone number for the recipient be provided on the order form so that should the courier have difficulty locating the address or is having difficulties accessing a building, the courier can contact the recipient to check if they are at the location before they attempt to deliver the gift. If you do not wish the recipient to be contacted you need to provide alternative contact details. If a phone number has not been provided on the order form and the recipient is either not at the location when the delivery is made or the courier has difficulty locating the delivery address completely they may do one of the following:
- Leave a "not at home" card at the recipient's location and return the order to the florist. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if the supplying florist has to deliver the gift more than once. Alternatively, the recipient may arrange to collect the order from the florist.
- If the courier deems the location to be a "safe" location the item will be left at the address provided. In these cases, delivery will be deemed to have been made successfully. If you do not want the order left at the address please ensure this information has been provided in the special instructions field on the order form.
Does Petals store any personal information about me or the recipient of my gift?
Can Petals help me to remember important birthdates, anniversaries and occasions?
Yes! Petals has an easy-to-use Reminder Service. All you need to do is enter relevant information for one or more reminders and Petals will e-mail you close to the event to see if you would like to send flowers or another related gift. Setting a reminder for yourself only takes a few seconds.