Terms & Conditions

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1. General

These terms and conditions apply to all floral arrangements, products, and services provided by Petals by Penny, a home-based florist operating in Great Wakering, Essex. By placing an order with us, you agree to the following terms.
 

2. Orders & Payment

• All orders must be paid in full at the time of ordering, unless otherwise agreed in writing.

• Payment can be made via bank transfer or PayPal.

• Custom or large orders may require a deposit or full prepayment.
   

3. Product Availability & Substitutions

• All floral products are subject to availability. We use fresh, seasonal flowers and may need to substitute blooms of similar style and value if certain flowers are unavailable.

• Substitutions will always be made with care to maintain the overall look, style, and value of the arrangement.
   

4. Delivery

• We offer local delivery within Southend on Sea which includes Great Wakering, Thorpe Bay, Shoeburyness, and Southchurch.  Delivery fees may apply based on distance.

• Deliveries are made from 9am to 5pm from Monday to Sunday.

• While we aim to meet specific delivery times, we cannot guarantee exact delivery slots.

• If no one is available to receive the delivery, we will leave the flowers in a safe place or with a neighbour where possible. A delivery note will be left, or you will be contacted.
   

5. Cancellations & Refunds

• General Orders: Orders can be cancelled up to 48 hours before the scheduled delivery or collection time for a full refund.

• Cancellations made less than 48 hours in advance may be subject to a partial or no refund, depending on whether supplies have already been purchased.

• Weddings & Events: Due to the preparation and planning involved, wedding and event orders must be cancelled at least 14 days (2 weeks) in advance to receive a full refund of any payments made.
  Cancellations made less than 14 days before the event date may result in a partial refund or forfeiture of the deposit, depending on the stage of preparation and purchases already made.

• Due to the perishable nature of flowers, refunds or replacements will only be issued in cases of damage or quality issues reported within 24 hours of delivery.

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6. Personal Information

• We collect your personal information only for order processing and communication. We will never share or sell your information to third parties.
   

7. Liability

• We take great care in preparing and delivering your flowers. However, we are not liable for delays or issues caused by events beyond our control (e.g. extreme weather, incorrect delivery information, etc.).

• Any concerns must be reported within 24 hours of receiving the product to be eligible for resolution.
   

8. Changes to Terms

Petals by Penny reserves the right to update these terms and conditions at any time. The most current version will always be available on our website.