Order arrived damaged? Send us a photo and we'll arrange a free replacement — usually straight away, in the same conversation. Here's exactly what to do.

We&apos;re sorry &#x2014; that&apos;s not how your bouquet should arrive. Getting it put right is quick.
Send us a photo of the damage. Reply to us with a clear photo showing the problem, along with your order number. The photo is all we need to get started.
We&apos;ll offer you a free replacement. In most cases we can arrange a replacement bouquet for you right away, in the same conversation &#x2014; there&apos;s nothing to send back and nothing to pay. If you&apos;d rather have a refund than a replacement, just say so and we&apos;ll sort that instead.
Slightly bent rather than damaged? Paper bouquets can pick up a gentle bend in transit and usually settle out on their own. If it&apos;s a light crease, leaving the bouquet flat under a heavy book overnight often fixes it completely &#x2014; but if you&apos;d prefer a replacement, we&apos;ll send one, no questions asked.
Larger orders and a few less common cases need a quick look from our team first, and we&apos;ll tell you if that applies to yours. Either way, you&apos;ll hear back with a resolution &#x2014; not a runaround.

What should I do if my order arrives damaged?

Yes — if you're not happy with your PetalPal bouquet, keep it for a 15% partial refund or return it within 30 days. Here's everything you need to know.

Of course &#x2014; we want you to love your PetalPal, and if something isn&apos;t right we&apos;ll help make it right.If you&apos;re not completely satisfied, you can keep your order for a 15% partial refund, or return it for a refund within 30 days of delivery (return postage is at the customer&apos;s cost). Approved refunds go back to your original payment method and take 2&#x2013;3 business days to appear.Just contact us and let us know which option you&apos;d prefer.

Can I return it if I'm unhappy?

Not happy with your PetalPal order? Keep it for a 15% partial refund, or return it within 30 days of delivery. Here's how our returns and refunds work.

If you&apos;re not completely happy with your purchase, we&apos;re here to help &#x2014; you have two options.Option 1 &#x2014; Keep your order and receive a 15% partial refund. This is handy if you&apos;d like to hold onto it for another occasion.Option 2 &#x2014; Return your order for a refund. Please note that return postage is at the customer&apos;s cost.Returns are available within 30 days of delivery. Just let us know which option suits you best and we&apos;ll take care of the rest.Approved refunds are issued to your original payment method and typically take 2&#x2013;3 business days to appear, depending on your bank.

How can I return a product if I am not satisfied?

If your PetalPal order hasn't arrived, check the tracking link in your shipping email first — it shows your order's live estimated window. Here's when to wait and when to contact us.

Delivery times vary by destination. Based on our recent deliveries, orders to Australia typically arrive 5&#x2013;9 business days after dispatch, France and Germany 6&#x2013;8, Ireland 6&#x2013;7, Spain and Switzerland 5&#x2013;7, Canada and the UK 5&#x2013;6, and the US and Netherlands 4&#x2013;6. Most other destinations take 5&#x2013;8 business days.
First, check the tracking link in your shipping confirmation email &#x2014; your <a href="https://petalpal.com/pages/track-your-order">tracking page</a> shows the latest status and a live estimated arrival window for your order. If you can&apos;t find that email, check your spam folder, or contact us and we&apos;ll resend it.
Quiet gaps of a few days between tracking updates are completely normal &#x2014; parcels are scanned at a handful of points, not continuously, so the parcel is still moving. If your order has passed its estimated window, contact us with your order number and we&apos;ll chase it up with the carrier for you. If your tracking shows &quot;delivered&quot; but you don&apos;t have it, see our guide on what to do next.

What should I do if I have not received my order?

Need help with your PetalPal order? Here's the fastest way to reach our support team and what to include so we can help you right away.

We&apos;re here to help! The fastest way to reach us is through the contact options on this Help Centre &#x2014; our support assistant can answer many common questions, like tracking, delivery times, and order changes, instantly, day or night.For anything that needs a personal touch, a member of our team will follow up, typically within 24 hours. To help us sort things out quickly, please include your order number and a short description of the issue (and a photo, if it&apos;s about a damaged item).

How can I get assistance if I have issues with my order?

Your PetalPal gift note is printed on the card tucked inside the envelope — easy to miss. Here's where to look and what to do if it's missing.

Your personalised gift note is printed on the mini greeting card tucked inside the envelope, behind or beneath the bouquet &#x2014; it&apos;s easy to miss, so please check the envelope carefully.If you didn&apos;t add a personalised message at checkout, your card will have a removable note inside reading &quot;Just a little something to brighten your day :)&quot; which you can replace with your own handwritten note.If you&apos;ve looked carefully and your personalised message is genuinely missing, please contact us with your order number and we&apos;ll make it right.

Where is my gift note / personalised message?

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Help Centre

PetalPal's returns and refund policy, damaged items, missing gift notes, and how to get help with any order issue.

Returns & Order Issues

How do I track my order?

Can I ship to more than one address?

Can adjustments be made to my order once it's placed?

How long will my order take to arrive?

Why does delivery cost more than a regular letter?