Petals 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 frequently asked questions by our customers. If your question isn’t answered here, please contact us.
Can you confirm if my order has been delivered?
If you haven’t received an order confirmation and are simply wanting to know that your order has been received by Petals, please contact our friendly Customer Service Team on 0508 738 257. We can easily email you confirmation of the order if there has been a system glitch preventing us from sending confirmation first time around.
Should you be seeking confirmation that your intended recipient has taken delivery already or to get an updated delivery time, please be aware that we don’t have the ability to track your order and so therefore are unable to provide you with a delivery confirmation or expected time of delivery. In our experience, recipients generally contact you shortly after delivery to thank you for their gift either by phone, email or SMS. Bereavement orders can be a little different. We find that flowers sent to funerals or soon after a funeral service can take a couple of days to be acknowledged simply because of the sheer number of flowers received at the one time.
Should you have reason to be concerned that your order hasn’t been delivered on the nominated day please firstly check your order confirmation to ensure the correct address was provided and then please confirm with your intended recipient that they aren’t in receipt of their gift. Be sure to have them check that it hasn’t been left at a front or back door that may not get used. Whilst we understand that this can be an uncomfortable call to make, we often find that there are reasons why the recipient hasn’t phoned you immediately upon receipt. Should the address be correct and you’ve spoken to the recipient who has confirmed they are not in receipt of your gift, please contact our Customer Service Team on the number provided above and they will be more than happy to investigate the matter further
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.
What is your refund policy?
If you are dissatisfied with the quality of the flowers or gift received, we kindly ask that you contact our Quality Team for review within 72 hours from the time of purchase. A photograph of the flowers or gift is requested in order for us to review the quality issue and educate our florists. A response to quality issues is usually given within 24 hours of receiving the photo.
In the case of a non-delivery, we require notification within 1 month of the order being sent. We will however always look at things on a case-by-case basis and in that instance a redelivery or refund may be offered. Please contact us about your non-delivery.
Refunds are processed within 3 – 5 business days of the customer being notified that their request for a full or partial refund has been granted. Funds are returned either to their credit card or PayPal account depending on their method of payment. If you have requested a refund you will not be charged any cancellation fees.
What is the cut-off time for me to place my order?
Same-Day Delivery - Monday to Friday:
Orders must be received before 2:00 p.m. in the recipient's time zone to assure same-day delivery. Orders received after that time will be delivered the following day. Flower deliveries to residential addresses usually occur between 9:00am and 7:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.
Same-Day Delivery - Saturday:
Orders must be received before 10:00 a.m. in the recipient's time zone to assure same-day delivery. Orders received after that time will be delivered the following day business day. Flower deliveries to residential addresses usually occur between 9:00am and 3:00pm, and flower deliveries to work addresses usually occur between 9:00am and 5:00pm. Please note that these delivery times will likely be extended during busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.
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.
*These cut off times do not apply to busy floral events including (but not limited to) Mother's Day, Valentine's Day and Christmas.
Can my order be delivered on weekends and/or public holidays?
Petals Network can same-day deliver orders on Saturday throughout New Zealand if they are placed with Petals Network before 10.00am in the recipient's time zone. Petals Network 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 Network directly to make arrangements for Sunday delivery.
In most cases, Petals Network is unable to deliver orders on public holidays. It is advised that you contact Petals Network directly to make requests for delivery on public holidays.
Please Note: Deliveries to remote or difficult delivery areas may not be same-day guaranteed.
Can I request a specific delivery time (e.g.. morning or afternoon) for my order?
Whilst Petals Network offers customers the opportunity to nominate a preferred time of delivery (i.e. AM or PM) it is not possible to guarantee that these times will be achieved. We deliver up to 5pm for business addresses and 7pm for residences. 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 cannot be delivered within your preferred time frame (for example, courier delivery times). If a delivery should not be made after a certain time (for example, if the recipient is leaving hospital or leaves work at a certain time) please provide an alternative delivery address so that the flowers can be delivered elsewhere.
Can you deliver to hospitals?
Our florists are experienced in delivering flowers to hospitals but will do so in accordance with hospital policies. Some common policies are:
Please check with the hospital, before ordering your flowers for delivery.
Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.
Fore more information on delivery area restrictions, please read our Delivery Information.
Charges in addition to handling (already included in the price on our website) and service fees may apply to some orders. If an order has to be re-delivered due to (for example) the recipient not being at delivery address or the wrong delivery details, an additional charge will be incurred.
Please Note: In the event of additional charges applying, Petals Network will contact the purchasing customer to notify them of any changes to their purchase price.
Can I have alcohol sent with my order?
Yes. However, alcohol selections are not guaranteed to be delivered. Petals Network will make every effort to complete the order as requested. In some cases circumstances arise out of the control of Petals Network that restrict the delivery of alcohol.
Restrictions include (but are not limited to):
If you place an order that includes alcohol and Petals Network 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.
Can I have gourmet food or other gift items sent with my order?
Yes. Petals Network has several products that include a gourmet food or other gift items. Petals Network will make every effort to complete the order as requested. However, Petals Network does not always guarantee the inclusion of these items. Images shown on Petals Network websites are a guide only and gourmet and food products vary regionally and are not always available. Petals Network will make reasonable substitutions when necessary. Please refer to the Petals Network 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. Click here for more information on placing international flower orders online.
What if I can't find a product I want online? Can I customise my request?
Please contact us and our experienced representatives will work with you to make sure that we capture your specific needs. Petals Network will make every effort to complete the order as requested.
Petals Network accepts all major credit cards including:
Can I be sure that my credit card details are secure when purchasing online through
Yes. Petals Network takes the security of our customers' credit cards very seriously. All Petals Network sites are secured using Thawte Digital Certificate or 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 Network is easy! Simply browse our selection of flowers and gifts either via the homepage of our website or any occasion categories.
Once you have made your selection, select which size you wish to order and add any special extras (like a balloon or teddy) 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 Network for processing and delivery.
How can I be sure that Petals
Network has received my order?
When ordering online, once you have placed your order you will be shown a confirmation page and a receipt number. Petals Network 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 Network 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 Network (usually via the e-mail address you have supplied to Petals Network). You will then need to contact your financial institution for further assistance and/or contact Petals Network 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 Network.
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 Network within a reasonable timeframe before delivery. Please contact us as soon as possible to make these changes.
Please Note: If e-mailing details of your changes to Petals Network, you will need to include your order receipt/ order number in the subject line of your e-mail.
What happens if there are delivery
issues 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 Network. Petals Network 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 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.
Why do you need to substitute sometimes?
Due to flower availability issues, our florists may find it necessary to substitute flowers, plants, gift items or vases/containers/baskets. Every effort will be made by our florist to preserve 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 receive 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.
Does Petals Network store any personal information about me or the recipient of my gift?