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 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.
BY EMAIL:
HQ@petalsnetwork.com
BY PHONE:
Australia Free Call - 1800 PETALS (1800 738 257)
New Zealand Free Call - 0508 PETALS (0508 738 257)
International Direct - (+61) 2 6774 9200.
Australian Business Number (ABN): 58-149-730-594
Petals FAQs
Why choose Petals & what is 'The Petals Difference‘?
Petals Florist 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 over 100 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. Learn about the Petals Difference and 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 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.
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 10:00am 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.
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.
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 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 12:00PM 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. Gift Basket 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 Petals UK are available for next business day delivery to anywhere on the UK mainland. Orders must be placed with Petals by 12:00PM 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.
Please Note: For deliveries around major floral holidays such as Mother's Day, Valentine's Day and Christmas, we recommend you place your order in advance to ensure your order can be delivered.
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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 10.00am 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 10.00am in the recipient's time zone. Petals cannot always deliver orders on Sundays (with the exception of Mother’s Day Sunday). If Sunday delivery is preferred, it is advised that you contact Petals directly to make arrangements for Sunday delivery.
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 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 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 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.
FOR NEXT-DAY GIFT BASKET DELIVERIES (Australian delivery):
No, unfortunately we are not able to accommodate requests for morning or afternoon delivery for the next-day gift basket range.
FOR NEXT-DAY GIFT BASKET DELIVERIES (UK delivery):
No, unfortunately we are not able to accommodate requests for morning or afternoon delivery for the next-day gift basket range.
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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.
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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
Some areas Petals cannot deliver include:
- Esperance
- Merriwa
- Karratha
- Tom Price
- Weipa
- Hopetoun
Petals cannot deliver to the territorial islands of Australia including but not limited to Thursday Island, Horn Island, Stradbroke Island, Herron Island and Fraser Island.
We apologise for any inconvience but delivery to these areas is very difficult.
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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 $10.00 AUD (or equivalent) 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.
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Can I have alcohol sent with my order?
Yes. However, alcohol selections are not guaranteed to be delivered. Petals will make every effort to complete the order as requested. In some cases circumstances arise out of the control of Petals that restrict the delivery of alcohol.
Restrictions include (but are not limited to):
- Age restrictions
- Religious beliefs
- Country and/or State Laws
- Country and/or State Regulations
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.
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Can I have gourmet food or other gift items sent with my order?
Yes. Petals has several products that include a gourmet food or other gift items. Petals will make every effort to complete the order as requested. However, Petals does not always guarantee the inclusion of these items. Images shown on Petals websites are a guide only and gourmet and food products vary regionally and are not always available. Petals florists will make reasonable substitutions when necessary. 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 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.
- Argentina
- Armienia
- Australia
- Austria
- Belarus
- Belgium
- Bosnia
- Brazil
- Bulgaria
- Canada
- Chile
- China
- Croatia
- Cyprus
- Czech Republic
- Denmark
- Estonia
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- Fiji Island
- Finland
- France
- Georgia
- Germany
- Gibraltar
- Greece
- Hong Kong
- Hungary
- India
- Indonesia
- Israel
- Ireland
- Italy
- Jamaica
- Japan
- Kazakhstan
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- Korea
- Kyrgyzstan
- Latvia
- Lithuania
- Luxembourg
- Madeira
- Malaysia
- Malta
- Mexico
- Netherlands
- New Calendonia
- New Zealand
- Norway
- Pakistan
- Phillippines
- Poland
- Portugal
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- Romania
- Singapore
- South Africa
- Spain
- Sri Lanka
- Sweden
- Switzerland
- Taiwan
- Thailand
- Turkey
- Turkmenistan
- United Kingdom
- UAE
- USA
- Uzbekistan
- Vietnam
- Yugoslavia
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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 at 1800PETALS 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.
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What payment methods can I use?
Petals accepts all major credit cards including:
- American Express
- Visa
- MasterCard
- Diners Club
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Can I be sure that my credit card details are secure when purchasing online through Petals?
Yes. 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. Certificate technology allows us to decrypt the information, and view it in plain text form.
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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 visiting any one of our international web sites.
BUY:
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.
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How do I redeem my Petals voucher or coupon?
- 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.
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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 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.
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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 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.
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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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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.
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 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. Content and colour of flowers may vary according to season and local availability.
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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.
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What happens if the recipient of my gift is not there to received the order I placed?
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 in your Petals Customer Account. 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.
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