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
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.
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.
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.
There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case Petals will contact you to discuss alternate delivery options. Some deliveries may also be required to be collected from the nearest town or depot. Should this be the case our florist may contact the recipient to arrange. If you don’t want the recipient to be called please nominate yourself as the primary contact.
Whilst Petals Network 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
New Zealand to deliver flowers so customers receive the freshest flowers available. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times).
If the flowers are for a timed event (for example, a funeral or business function), the florists will do their best to assist. However, Petals Network strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.
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.
There are some locations due to their remoteness that cannot be guaranteed for same day delivery. If this is the case Petals will contact you to discuss alternate delivery options. Some deliveries may also be required to be collected from the nearest town or depot. Should this be the case our florist may contact the recipient to arrange. If you don’t want the recipient to be called please nominate yourself as the primary contact.
Whilst Petals Network 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
New Zealand to deliver flowers so customers receive the freshest flowers available. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame (for example, courier delivery times).
If the flowers are for a timed event (for example, a funeral or business function), the florists will do their best to assist. However, Petals Network strongly recommends that you provide us with an alternative address so the flowers can be delivered elsewhere if too late for the timed event.
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.
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.
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.
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.
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):
Age restrictions
Religious beliefs
Country and/or State Laws
Country and/or State Regulations
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.
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.
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.
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.
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.
Purchasing: 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.
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.
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.
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.
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.
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.
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.
It is recommended that a contact phone number for the recipient be provided on the order form so that should the courier have difficulty locating the address or is having difficulties accessing a building, the courier can contact the recipient to check if they are at the location before they attempt to deliver the gift. If you do not wish the recipient to be contacted you need to provide alternative contact details. If a phone number has not been provided on the order form and the recipient is either not at the location when the delivery is made or the courier has difficulty locating the delivery address completely they may do one of the following:
Leave a "not at home" card at the recipient's location and return the order to the florist. This card explains the situation and asks the recipient to contact the supplier to arrange delivery. Additional delivery charges may apply if the supplying florist has to deliver the gift more than once. Alternatively, the recipient may arrange to collect the order from the florist.
If the courier deems the location to be a "safe" location the item will be left at the address provided. In these cases, delivery will be deemed to have been made successfully. If you do not want the order left at the address please ensure this information has been provided in the special instructions field on the order form.