Refund policy
Returns & Refunds Policy
At Peony & Petals, each arrangement is handcrafted fresh to order and made especially for you. Due to the perishable nature of flowers and the bespoke design of our bouquets, we are unable to accept returns or offer refunds for change of mind.
Cancellations & Amendments
We source flowers in advance to ensure the best quality and availability for your chosen date, orders cannot be cancelled or amended within 7 days of the scheduled collection or delivery date.
If you need to cancel or amend an order more than 7 days in advance, please email enquires@peonyandpetals.com with your order number, and our team will assist you.
If There Is an Issue With Your Order
Your satisfaction is important to us. If your bouquet arrives with an issue (for example, damage in transit, or a quality concern on arrival), please contact us as soon as possible so we can help.
Due to the perishable nature of the bouquet, any quality concerns must be reported within 4 hours of delivery/collection.
Email enquires@peonyandpetals.com within 24 hours, including:
- Your order number
- Clear photos of the bouquet and packaging
- A brief description of the issue
Delivery, Addresses & Missed Deliveries
Our delivery service is Royal Mail Special Delivery Guaranteed by 1pm. Please note this is a signature-required service, so someone must be available to accept the parcel upon arrival. You can reroute your delivery to a collection point or your local Post Office if you won’t be available to sign. This can be done while your bouquet is in transit via the tracking link.
If a delivery is missed, Royal Mail will re-attempt delivery on the next working day. If it’s more convenient, you may also reroute your delivery to a local collection point via Royal Mail using the tracking details provided.
Please ensure the delivery address entered at checkout is correct and complete. We are not liable for orders delivered to an incorrect address supplied by the customer. We are also not liable for any refunds should the delivery be returned back to us due to an incorrect address
Due to the perishable nature of flowers, we are not held liable for quality issues where the first delivery attempt is missed (for example, if no one is available to sign for the parcel), as this may impact the bouquet’s condition.
Please note that whilst we use a guaranteed delivery service, we are not liable for any delays caused by Royal Mail or circumstances outside of our control once the parcel has been dispatched.
Substitutions
We always aim to replicate your chosen arrangement as closely as possible. However, seasonal availability can occasionally mean certain stems are unavailable. In these cases, we will substitute with blooms of equal or greater value, maintaining the overall style, colour palette, and quality.
Contact Us
For any questions or support regarding your order, please email enquires@peonyandpetals.com with your order number, and we’ll be happy to assist.