Customer FAQs

Petals Network understands that purchasing flowers and gifts for friends and loved ones is a very important decision and the process should be as easy and enjoyable as possible!

Please note: All prices displayed on Petals Network websites include delivery, handling and taxes.

Valentine's Day Flower Delivery 2013

Order Delivery Cut Off Times for Flowers in Australia and New Zealand -
Orders must be received by 5:00 p.m. Wednesday, 13th February for Valentine's Day delivery. Any orders placed after this time cannot be guaranteed delivery on Valentine's Day.

Order Delivery Cut Off Times for Flowers in United Kingdom -
Orders must be received by 5:00 p.m. Tuesday, 12th February for Valentine's Day delivery. Any orders placed after this time cannot be guaranteed delivery on Valentine's Day.

Order Delivery Cut Off Times for All Other Destinations -
Orders must be received by 5:00 p.m. Monday, 11th February for Valentine's Day delivery. Any orders placed after this time cannot be guaranteed delivery on Valentine's Day.

For orders other than flowers, please check the product information page for delivery cut offs.

During the Valentine's Day period, we cannot guarantee deliveries to remote locations and there may be restricted deliveries and delays for some locations. Same day delivery is not guaranteed for Valentine's Day, Thursday 14th February 2013.

Below are the most common questions asked frequently by our customers. If your question isn't answered here, please contact Petals

 

 

Use Petals Network and experience 'The Petals Difference'!

Petals Network offers you beautiful floral arrangements, bouquets, gift baskets and more for same-day delivery throughout Australia, the United Kingdom, New Zealand and the Republic of Ireland, and next-day delivery to 70 countries around the world. All products are delivered fresh from local florists.

Read more about Petals Network's established company history and business awards here. Click here to read why Petals Florist Network is different from the rest!

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What is the cut-off time for me to place my order?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Monday to Friday

Same day delivery by a Petals Florist is guaranteed throughout Australia and New Zealand on orders placed before 2pm in the recipient's time zone. Same day delivery can be available on orders placed after these times, but it is not guaranteed.

Same day delivery by a Petals Florist is guaranteed throughout the United Kingdom and Republic of Ireland 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.

These cut off times do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.

Saturday
Same day delivery by a Petals Florist is available throughout Australia and New Zealand 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.

Same day delivery by a Petals Florist is available throughout the United Kingdom and Republic of Ireland on orders placed before 10:30am in the recipient's time zone. Same day delivery can be available on orders placed after these times, but it is not guaranteed.

Please note: Deliveries to remote or difficult delivery areas may not be same-day guaranteed.

These cut off times do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas. Please check the website for the order cut off times for these days.

Please note: We can not guarantee Sunday deliveries, however we will always try our very best to get it there as requested.

Saturday international deliveries may not be guaranteed.

Petals can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners.

FOR NEXT-DAY GIFT BASKET DELIVERIES (Australian delivery)

All gift baskets listed on www.petals.com.au are available for next business day delivery to Sydney, Brisbane, Melbourne, Adelaide and Major Metropolitan Cities. Orders must be placed with Petals by 12pm for next business day delivery.

Deliveries to Perth, Darwin and Hobart can sometimes take an extra day. Deliveries to Regional Queensland may take 1-2 business days. Deliveries to Canberra and Regional New South Wales may take 2 business days.

Orders received over the weekend will be dispatched the following Monday.

Deliveries are made Monday to Friday. Deliveries are NOT made on weekends or public holidays.


FOR NEXT-DAY GIFT BASKET DELIVERIES (UK delivery)

All gift baskets listed on www.petalsnetwork.co.uk are available for next business day delivery to anywhere on the UK mainland. Orders must be placed with Petals by 12pm for next business day delivery.

Orders received over the weekend will be dispatched the following Tuesday.

Deliveries are made Tuesday to Friday. Deliveries are NOT made on weekends or public holidays. No delivery is available to Southern Ireland.

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Can my order be delivered on weekends and/or public holidays?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals can same-day deliver orders on Saturday throughout Australia and New Zealand if they are placed with Petals before 11am in the recipient's time zone.

Petals can same-day deliver orders on Saturday throughout the United Kingdom and Republic of Ireland if they are placed with Petals before 10.30am in the recipient's time zone.

Petals cannot always deliver orders on Sundays. If Sunday delivery is preferred, it is advised that you make prior arrangements for this delivery with Petals Network.

Petals is unable to deliver orders on public holidays.

Please note: Deliveries to remote or difficult delivery areas may not be same-day guaranteed. Petals Network can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners.

FOR NEXT-DAY GIFT BASKET DELIVERIES (Australian delivery)
Deliveries are made Monday to Friday. Deliveries are NOT made on weekends or public holidays. Orders received over the weekend will be dispatched the following Monday.

FOR NEXT-DAY GIFT BASKET DELIVERIES (UK delivery)
Deliveries are made Tuesday to Friday. Deliveries are NOT made on weekends or public holidays. No delivery is available to Southern Ireland.

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Can I request a specific delivery time (eg. morning or afternoon) for my order?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
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 or ASAP (as soon as possible) when placing your order.

A preferred delivery time cannot be specified for orders for 'Birthday Arrangement with Muffin included' product or the 'Birthday Bouquet with Muffin included' product (Australian delivery only).

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 Network 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 or advise that the order should be cancelled in the NOTES section at the bottom of an order form.

Note that if the alternative delivery address is in a different area (and therefore requiring the services of a different florist), Petals may not be able to assist with the redirection of your order. Extra charges relating to wastage and/or redelivery may apply.

FOR NEXT-DAY GIFT BASKET DELIVERIES (Australian delivery)
No, unfortunately you are not able to request a morning or afternoon delivery for the next-day gift basket range.

Deliveries are made Monday to Friday. Deliveries are NOT made on weekends or public holidays. Orders received over the weekend will be dispatched the following Monday.

FOR NEXT-DAY GIFT BASKET DELIVERIES (UK delivery)
No, unfortunately you are not able to request a morning or afternoon delivery for the next-day gift basket range.

Deliveries are made Tuesday to Friday. Deliveries are NOT made on weekends or public holidays. No delivery is available to Southern Ireland.

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Will additional charges ever apply to my order?

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 of $8.80 AUD (or equivalent) will be incurred.

Deliveries to remote or difficult delivery areas may also incur additional charges.

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.

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Can I have alcohol sent with my order?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals does not guarantee the delivery of alcohol with all purchases. The laws regarding the sending of alcohol with flowers are very complicated.

Why Petals does not guarantee the delivery of alcohol with all purchases:

1. Petals is unable to guarantee the recipient of the gift is over the legal age in that state or country

2. The recipient of the gift may have certain religious beliefs

3. Certain countries or States have laws that prohibit the sending of alcohol

4. Certain countries or States require Petals florists to possess a licence to send alcohol with flower orders

If you place an order that includes alcohol and Petals is not able to deliver the alcohol because of one of the reasons stated above, our florists will replace the alcohol (to equal value) with flowers or gift items that suit your order. You will not be advised of this replacement.

Please note that you are able to nominate a second gift preference when placing an order that includes alcohol.

FOR ALL NEXT-DAY GIFT BASKET DELIVERIES
Please refer to the corresponding image/product description of your chosen product for details on what is included in the gift basket.

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Can I have gourmet food or other gift items sent with my order?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals has several products that include a gourmet food or other gift items.

However, Petals does not always guarantee the inclusion of these items. Images shown on Petals websites are a guide only and in some areas gourmet and food products are not available. Petals florists will make reasonable substitutions when necessary, however you may not be informed of this change.

Petals accepts no liability for any loss or damage caused by products delivered by our florists. This also applies to our Birthday Arrangement with Muffin included' product or the 'Birthday Bouquet with Muffin included' product (Australian delivery only).

Please refer to the Petals substitution policy for more information.

FOR ALL NEXT-DAY GIFT BASKET DELIVERIES
Please refer to the corresponding image/product description of your chosen product for details on what is included in the gift basket. There are no preference facilities available for next-day gift basket deliveries (i.e. you can't increase the price or inclusions of your order: it's just what is displayed in the picture). If you wish to send flowers with your next-day gift basket order, an additional, separate order will need to be placed for the flowers.

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How large is your delivery area around the world?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals Network can either same-day deliver or next-day deliver to over 70 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.

  • Argentina
  • Armenia
  • Australia
  • Austria
  • Azores
  • Belarus
  • Belgium
  • Bosnia
  • Brazil
  • Bulgaria
  • Canada
  • Chile
  • China
  • Colombia
  • Croatia
  • Cyprus
  • Czech
  • Republic
  • Denmark
  • Estonia
  • Fiji Island
  • Finland
  • France
  • Georgia
  • Germany
  • Gibraltar
  • Greece
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Israel
  • Italy
  • Jamaica
  • Japan
  • Kazakhstan
  • Kyrgyzstan
  • Korea
  • Latvia
  • Lithuania
  • Luxembourg
  • Madeira
  • Malaysia
  • Malta
  • Mexico
  • Morocco
  • Netherlands
  • New Caledonia
  • New Zealand
  • Norway
  • Pakistan
  • Philippines
  • Poland
  • Portugal
  • Republic of Ireland
  • Romania
  • Russia
  • Singapore
  • South Africa
  • Spain
  • Sri Lanka
  • Sweden
  • Switzerland
  • Tahiti
  • Taiwan
  • Thailand
  • Turkey
  • Turkmenistan
  • Ukraine
  • UK
  • United Arab Emirates
  • USA
  • Uzbekistan
  • Vietnam
  • Yugoslavia

FOR NEXT-DAY GIFT BASKET DELIVERIES (Australian delivery)
Deliveries can be made Australia-wide.

FOR NEXT-DAY GIFT BASKET DELIVERIES
(UK delivery)
Deliveries can be made to anywhere on the UK mainland. No delivery is available to Southern Ireland.

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Why are there several prices listed for the one product on Petals sites?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals knows that as customers, you want to achieve the best value possible through the orders that you place with us.

Purchasing flowers is slightly different to purchasing other gifts because our florists will always make up your order according to the value that has been specified.

Petals provides three levels of recommended pricing in order to ensure that whatever your budget and product choice, your gift will be as beautiful as it can be.

For example:

$51 / $60 / $90

$51 represents the Standard product size. The Standard size price is the minimum price that this type of product is available for.

$60 represents the Classic product size. The Classic size price will always be presented in bold, and represents the image shown.

$90 represents the Deluxe product size. The Deluxe size price is a benchmark for an enhancement in size and inclusion of flowers of the Classic product size.

Please note: Any value entered that is in excess of the recommended 'Standard' or minimum price will enhance the size and inclusions of the flower or gift order.

FOR ALL NEXT-DAY GIFT BASKET DELIVERIES
All next-day gift baskets are fixed-price products and are unable to be added to or customised in any way. You are unable to alter the price or inclusions of your chosen gift basket.

 

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What if I can't see the product I want on Petals sites?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Know what you want to send but can't find it? Find a product in a similar style on the Selection Guide, and place an order for it. You will be able to describe particular requirements in the 'Preference Field' section of the ordering form.

For example: If you choose C2.3, you may wish to add "please use pink flowers" or "must include roses" to personalise your gift.

FOR ALL NEXT-DAY GIFT BASKET DELIVERIES
Please refer to the corresponding image/product description of your chosen product for details on what is included in the gift basket. No preference facility is available for next-day gift basket deliveries.

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What payment methods can I use?

Petals accepts payments from the following credit and debit cards online. Payment types may vary.


 

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How can I be sure that my credit card details are secure when purchasing online through Petals?

Petals Network takes the security of our customers' credit cards very seriously.

All Petals sites are secured using a Thawte Digital Certificate. This ensures that all information you send online to us will be encrypted. If any other Internet user intercepts the communication he/she will only be able to see it in an encrypted (garbled) form.

Certificate technology allows us to decrypt the information, and view it in plain text form. You can view a web site's digital certificate directly: Click on the gold padlock on the bottom left of the screen to bring up details of the SSL certificate.

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How do I place my order?

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 selecting the 'Overseas Delivery' option.

Destination countries and currencies can be easily changed by clicking on the relevant drop down boxes in the Selection Guide (World Catalogue).

Currency conversions are updated daily, but you can also do your own conversions by selecting the 'Currency Converter' link from the home page of the petals site that you are visiting, or by using the facility on the 'Order Details' page.

Once you have made your selection, click on the 'buy now' button near your chosen product image.

You will now enter the Petals Secure Payment Pages. See Credit Card Security for more information.

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.

Please Note that the total order amount displayed on the 'Order Details' page is the recommended minimum required to send the selection to the destination country (i.e. not the 'as shown' price). Any value entered that is in excess of the minimum price recommended will enhance the size and inclusions of the flower or gift order. See Petals price listings for more information.

After reviewing your order and checking that everything is correct, click the 'submit' button to send your order to Petals for processing.

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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 receive an e-mail from Petals confirming that your order has been received. This e-mail will also include the details of the Petals florist who will be supplying your order.

You can also request a confirmation e-mail of your order when placing your order via the telephone.

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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.

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.

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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.

You are able to either contact Petals to make changes to your order or to cancel your order, or use the Order Tracker facility.

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.

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Is there any way that I can check the progress of my order?

You are certainly able to check the progress of your order after it has been placed with Petals. Either click on the 'Order Tracker' option in the main toolbar on the homepage, or access it here.

The Order Tracker allows you to find out the status of your order, or to send a message about your order to Petals Network and/or the florist who is executing your order.

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Why have I received more than one 'order confirmation' e-mail from Petals?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
Petals may send you more than one 'order confirmation' if, for any reason, your order could not be delivered by the florist it was originally sent to. Reasons for this can range from a florist's inability to use specified flowers required for the order to transport issues.

Please note that receipt of a second order confirmation e-mail for an identical receipt number DOES NOT mean that your credit card has been charged twice.

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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. Please see extra delivery charges for more information.

Petals 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 Petals for its network of 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 Network can usually deliver international orders within 48 hours but Petals is bound by the operating guidelines of our international partners.

Disclaimer
Same day delivery is not guaranteed. Content and colour of flowers may vary according to season and local availability.

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What happens if the recipient of my gift is not at the delivery location at the time the gift is delivered?

FOR SAME-DAY FRESH FLOWER AND GIFT BASKET DELIVERIES
If the person you're sending flowers or a gift to isn't there when the gift is delivered, the Petals florist/courier will either leave a calling card to explain that they tried to deliver the gift, or will try and get in touch with your recipient via telephone (if the number has been supplied to Petals). Our florists/couriers will only leave the gift on the doorstep / at reception (wherever the delivery was to) if it is judged safe to do so by the florist/courier.

FOR ALL NEXT-DAY GIFT BASKET DELIVERIES
If the person you've sent a gift basket to isn't there when the gift is delivered, the courier will leave their own calling card to advise of the attempted delivery. It's then the responsibility of the recipient of your gift to contact the courier (whose contact details will be supplied on the calling card) to arrange another delivery time.

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Does Petals store any personal information about me or the recipient of my gift?

Please refer to the Petals Privacy Policy for more information.

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Can Petals help me to remember important birthdates, anniversaries and occasions?

Yes! Petals Network 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. Click here to get started!

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I can't see the answer to my question here!

Please contact us for an answer!

hq@petalsnetwork.com

Telephone 1800 Petals (1800 738 257)
(from Australia)

Telephone 0800 0329 878
(from the United Kingdom during UK business hours)

Telephone 0508 Petals (0508 738 257)
(from New Zealand during NZ business hours)

Telephone +61 2 6771 2610
(from other overseas destinations during Australian, United Kingdom or New Zealand business hours)

Petals Network Pty Ltd
PO Box 341
Armidale NSW 2350
Australia

Australian Business Number (ABN): 25-054-337-987

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Last Updated: 02-Jan-2013
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