for more information.
Our policy is to leave the card message in the language that the order was received in. However, if you require the message to be translated into another language, please specify in the 'special instructions/comments' field on the order form and we will do our utmost to translate the card message. However, we cannot guarantee that a translation will be possible and cannot guarantee the accuracy of the translation.
Recipient 'Not At Home'
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.
Fees & Charges
Petals Network prices include a delivery and service fee in the total price shown at the checkout.
Petals Network and Network Members will try their best to deliver any gift, but we do not guarantee the delivery of any product if one of the following occurs:
If one of these instances occurs, we may judge that the delivery has been made.
- Recipient refuses to accept delivery of the gift.
- Address provided is incorrect.
- Occupants are not at the location and do not respond to the "not at home" card left by our courier.
Petals Network cannot cancel any order that has already been made up by the
supplier, even if the order has not been delivered.
It is not normally policy to refund the price of the product. However, as every customer and gift is individual, (and therefore may require a decision on a case-by-case basis), please contact us so we can determine the best solution to the problem.
Petals Network is also able to provide other solutions, such as resending the gift, or resending a different gift of the same value.
Time Sensitive/ Difficult/ Hospital Deliveries
Due to the difficult nature of delivering for the following events/places, Petals
Network and its suppliers cannot guarantee delivery to certain locations and times.
While we will try our best to make sure that your gift is received at the event/place, we do advise you to include a secondary address for delivery. The recipient of the gift must be available at this address after the end of the event.
Delivery to difficult and remote areas may incur extra delivery, above that already allowed in the gift value. The payment of extra delivery is the responsibility of the customer and orders cannot be delivered without such payment.
Please note: That if the alternate delivery address is in a different area, and therefore requiring the services of a different supplier,
Petals Network may not be able to assist with the redirection without wastage and delivery charges being paid to the initial supplier.
Due to the perishable nature of our products, we do not deliver flowers and gifts to PO Boxes or Locked Bag addresses.
We do not guarantee delivery to the following timed events:
- Wedding Receptions
We do not guarantee delivery to the following places:
- Hospitals (especially Intensive Care Units)
- Army, Airforce and Naval Bases
- Secure Buildings
Petals Network cannot guarantee specific delivery times for any orders, due to the dynamic nature of couriers and traffic.
While we offer customers the opportunity to nominate a preferred time of delivery, including "as soon as possible" (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 you get the freshest possible gift. Consequently, there are often local reasons why an order cannot be delivered within your preferred time frame.
We suggest you restrict your requests to AM or PM delivery or ASAP if that is important to you. Such deliveries can only be made during local business hours.
Also, it is usually possible though not guaranteed to deliver on a Saturday up to noon. It is not usually possible to deliver on Saturday afternoon or Sunday or on national public holidays.
If the flowers are for a timed event like a funeral, the florists will do their best to assist. However, we strongly recommend that you give an alternative address so the flowers can be delivered there if too late for the timed event.
Note that if alternative delivery address are in a different area, and therefore requiring the services of a different florist,
Petals Network may not be able to assist with the redirection.
Petals Network does not guarantee the delivery of alcohol with all purchases in New Zealand. The laws regarding the sending of alcohol are very complicated.
Why Petals Network does not guarantee the delivery of alcohol with all purchases:
- Petals Network is unable to guarantee the recipient of the gift is over the legal age in that state or country.
- The recipient of the gift may have certain religious beliefs
- Certain countries or States have laws that prohibit the sending of alcohol
- Certain countries or States require florists to possess a licence to send alcohol with flower orders
Our Network 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 our network of suppliers.
Quality complaints must be received within 2 weeks of delivery. A quality complaint is anything to do with an order that was delivered including but not limited to poor quality, missing items, expired items, wrong items, and value of items and so on. A photo is highly recommended for quick resolution to quality complaints.
Non delivery complaints must be received within 1 month of the delivery date.
Complaints received after this time frame will be considered on an individual basis, however after this time there is no guarantee of compensation.