Returns & Refunds

Fresh Flowers Policy

Due to the perishable nature of our products, all fresh flower sales are final. This includes, but is not limited to; fresh bouquets, plants, wreath and arrangements.

We understand that issues may arise and we handle them as follows:

• Any quality concerns must be reported within 24 hours of delivery, accompanied by photographs sent to info@petalsandpaperie.com. Please quote your order number if applicable.
• We will replace any damaged bouquets or arrangements that may have been damaged during delivery
• Personal preference to the flowers that have been used in your arrangement are not grounds for a return or refund. Except in instances where specific use of certain flowers has been previously agreed by Petals & Paperie.
• It is the recipient's responsibility to:
  • Re-cut stems and place in water within one hour of the delivery time.
  • Maintain adequate water levels
  • Understand that different flowers in arrangements will naturally wilt at varying rates
  • Avoid placing arrangements or bouquets in direct sunlight or in high heat areas (for example above a radiator).

Please note that due to seasonal demand and availability, it may be necessary to use alternative flowers and foliage from those pictured. Where possible we will substitute these for a flower that is similar in colour and style.

Non-Floral Items

For lifestyle items and non-perishable products, our return policy extends to 30 days from the date of purchase. To be eligible for a return:

• Items must be unused and in original condition
• Original packaging must be intact
• Proof of purchase is required
• The customer is responsible for covering the cost of the return postage.
• Shipping costs are non-refundable unless the item arrived damaged

Non-Returnable Items

The following items cannot be returned:

• Fresh flowers and plants (except as noted above for quality issues)
• Gift cards
• Sale items
• Items returned more than 30 days after delivery
• Items without proof of purchase

Workshop Bookings

Workshop ticket cancellations:

• No refunds within 30 days of the event date
• Cancellations made more than 30 days before the event may be eligible for store credit

Refund Process

If your return is approved:

1. You will receive an email confirmation once we receive your returned item
2. Upon inspection, we will notify you of approval or rejection
3. Approved refunds will be processed to your original payment method
4. Store credit may be offered in cases where a direct refund is not applicable

Making a Claim

To submit a quality claim for fresh flowers:

1. Contact us within 24 hours of delivery
2. Send clear photographs showing the issue
3. Include your order number and delivery date
4. Email all information to info@petalsandpaperie.com

We reserve the right to modify this policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.