Terms and Conditions
Delivery Policy – We use DPD, a third party service to deliver our bouquets Monday to Sunday (except Bank Holidays). On the day of your delivery you will receive a notification from our courier advising you of an approximate hour time slot for your delivery, as well as a tracking link where you can provide further instructions for your delivery. We do not have any control over these delivery time slots and cannot be held responsible for flowers being delivered at a time later than you would like. Please bear in mind that couriers plot their delivery routes in a way to be as economical as possible and so your delivery may fall towards the end of that route. We cannot under any circumstances offer re-deliveries; please give clear instructions as to what to do with the flowers if no one is home – you can provide these on our site when you order as well as by following the link directly in your courier email/text on the morning of your delivery. Once the flowers have left our studio for delivery, we are unable to amend or change the details of delivery. It is the responsibility of the customer to check the delivery address they are sending to and whether they are able to accept flowers (hospitals, for example, don’t always allow flower deliveries). We do not accept any liability for incorrect address details leading to incorrect deliveries or for flowers being taken from a provided safe place. We cannot deliver flowers with incomplete delivery addresses. We are not liable for any deliveries unable to be fulfilled due to forces beyond our reasonable control, such as severe weather, government lockdowns, mechanical breakdowns, road traffic accidents.
Amendments / Refunds / Cancellation Policy – Customers need to cancel their order before 12pm the day before delivery to be eligible for a refund. Amendments to orders need to be made before 12pm the day before delivery in order to give us time to process these changes. During exceptionally busy periods such as Valentine’s Day and Mother’s Day, we have a 24 hour cancellation policy, cancellations made after this time cannot be processed as we print message labels and shipping labels in advance to manage higher volumes of orders. Amendments made to orders during Valentine’s Day and Mother’s Day must be made 3 days before the delivery date. After that point we cannot guarantee these changes will be made. As our product is perishable, we do not offer re-deliveries, nor are we able to offer a refund if the flowers have already left the workshop for delivery. Due to covering costs of the venue, the flowers, catering and staff, deposits made on events are non refundable.
Complaints – If you are unhappy with the quality of your flowers or have another issue with your order, we strive to make this right. We ask you to please provide us with a photograph of the flowers and further details within 3 days of the delivery date to be eligible for a full or part refund or other compensation. Compensation is offered at our discretion when we believe our flowers have not met the standard we would expect. We do not accept liability for flowers that have not lasted as long as they should if it is clear the care guidelines haven’t been correctly followed. As our homegrown flowers are grown without artificial pesticides we do not expect them to last as long as treated and more widely available flowers.
Subscriptions – Your first bouquet will be paid for when you set up your subscription. After that, payment will be taken 7 days before your delivery is due. Subscriptions can be cancelled by logging in to your Account area. For any amendments to your Subscription, please drop us an email to [email protected] and we’ll be happy to help. Cancellations or amendments need to be made at least 7 days before the next delivery is due. If cancellations or amendments are made with fewer than 7 days’ notice, you will receive and be charged for your next delivery and then your subscription will end/your amendments will take effect.
Loyalty points / Discounts – For every full-price product purchased, one stamp is earned for your loyalty card. Any homegrown product, a regular bouquet and a large bouquet are all equal to one stamp (this includes the Book Ahead discounted option at £43.50 if you have selected the option for us to choose the bouquet for you). Once 5 stamps have been earned, you are eligible for a free bouquet up to the value of £44. This can be redeemed by pressing the USE LOYALTY CARD button in the payment section of the checkout. A full loyalty card would be equal to one free regular signature bouquet or £44 off a large signature bouquet. Loyalty cards are only available if you have signed up for an account. As subscription bouquets are already discounted, loyalty stamps are not earned for bouquets within a subscription, nor can your free bouquet be redeemed against a subscription. Loyalty cards cannot be transferred to other accounts or cannot be redeemed against workshops, weddings or any other Petalon service or product. Discount codes are not eligible to be used against a subscription or Petalon services and events. Postage costs of £5.95 are not included with the free bouquet and must be paid when checking out.
Product Availability – Our flowers are subject to availability and as such the designs can vary from what is pictured on the site. We make every effort to match these designs as closely as possible but if certain flowers aren’t available we will replace them with something as similar as possible, of equal or greater value. When you purchase a bouquet of flowers you are agreeing that the bunch delivered is subject to vary slightly from that picture on the website. As we prioritise minimising waste, this means we have a limited amount of each bouquet design available throughout the week. When you place an advance order, this means we will ask you to let us know your preferred bunch design but we cannot always guarantee we can fulfill this. Though we always try to accommodate these requests, if we are unexpectedly busy or one bunch is far more poplar than the other, we deal with these requests on a first-come, first-served basis.
Vote to win a signature bouquet – Subscribers to our newsletter are invited to vote for their favourite signature bouquet using the vote buttons which appear in our newsletters. Clicking the ‘vote’ button takes you to a confirmation page, this counts as your vote and will be logged. Click maps are used to see which vote button had the most clicks and which subscribers (by email address) clicked on these buttons. Votes close 8am on Wednesday and a winner will be selected randomly and contacted via email. We reserve the right to choose a second winner if we don’t hear back from the first winner within 12 hours. The email addresses collected by votes will be used solely to select and contact a winner each week. The winner will receive a regular sized signature bouquet, the design of which will be determined by stock availability (i.e. you may not win the design you voted for). The winner can choose to send this bouquet to another recipient as long as it is within our delivery area in the UK. The bouquet must be claimed within 30 days of receiving the winning email. We reserve the right to pause this competition at any time.
Please feel free to contact us to clarify any of these points or anything else. Our details can be found on our contact page.
