We Stand Behind Every Bouquet We Deliver

✅ Our Freshness Guarantee

Perth Petals sources fresh flowers from Perth wholesale markets every week and prepares each arrangement on the day we deliver it. We take quality seriously because we know you are trusting us with something that matters, whether that is a birthday, a condolence, a wedding anniversary, or a simple gesture to say you care.

Every arrangement that leaves our Thornlie store meets our quality standard before it goes out the door. If yours does not arrive that way, we want to know about it and we will make it right.

📦 Damaged or Incorrect Orders

Sometimes things go wrong in transit. We own that. If your flowers arrive damaged, wilted beyond acceptable condition, or we delivered the wrong arrangement, here is what to do:

Claims we receive after the 24-hour window are harder for us to assess because fresh flowers change quickly. Please contact us on the day you notice the problem so we can help you properly.

🗓️ Cancellations

Life changes fast and we understand that. Here is our cancellation policy:

• More than 24 hours before your delivery date: Contact us and we cancel your order with a full refund. No questions asked.
• Within 24 hours of your delivery date: We may have already sourced and started preparing your flowers. We will try our best to cancel but a partial preparation fee may apply depending on how far along the order is.
• After dispatch: Perth Petals cannot cancel an order that is already out for delivery. Please contact us as soon as you know you need to cancel so we can act before the order leaves the shop.

To cancel, call us directly on 08 9459 2500 during business hours (Monday to Saturday, 9:00 AM to 5:00 PM AWST). Calling is always faster than emailing for time-sensitive requests.

🌷 Flower Substitutions

Fresh flowers follow the seasons and market availability changes weekly. On rare occasions, a specific flower you ordered may not be available on your delivery date. When that happens, Perth Petals substitutes it with a fresh alternative of equal or greater value that matches the style and colour palette of your original arrangement.

We contact you before we make any significant substitution so you know what to expect. Perth Petals never downgrades an arrangement in value without letting you know first. If you are not happy with the substitute, we will discuss other options with you before we proceed.

❌ What We Cannot Refund

Perth Petals sells fresh, perishable flowers. Because of this, some situations fall outside our refund policy:

• Flowers that wilted after the 24-hour claim window due to care or environmental conditions outside our control.
• Arrangements where the recipient or a third party left flowers in direct sunlight, near heating vents, or in a hot car after delivery.
• Orders where the delivery address, recipient name, or access details were incorrect at the time of ordering.
• Change of mind after the order has been prepared and dispatched.
• Flowers that lasted less than expected due to the recipient not following the care instructions included with every delivery.

If you are unsure whether your situation qualifies, contact us anyway. We would rather have a conversation than leave you feeling unheard.

🚚 Failed or Missed Deliveries

Perth Petals takes every reasonable step to complete deliveries on time and to the correct address. Here is what happens when a delivery runs into trouble:

• Nobody home: Our driver leaves the flowers in a safe, shaded spot where possible and leaves a calling card. If no safe location exists, we contact you to arrange redelivery. A redelivery fee may apply.
• Incorrect address provided: Perth Petals is not responsible for failed deliveries where the address details at checkout were wrong or incomplete. We will try to reach you to correct the situation, but redelivery costs sit with the customer in this case.
• Access issues: If our driver cannot access a building due to missing intercom codes or locked gates that were not noted at checkout, we treat this the same as a missed delivery.

Always include unit numbers, building names, intercom codes, and any access notes in the delivery instructions when you place your order. A few extra seconds at checkout prevents a lot of hassle on delivery day.

💬 Get in Touch

If something is not right with your order, reach out to us directly. We are a small local Perth team and we take every complaint seriously. We do not pass you to a call centre or send you an automated reply. A real member of our floristry team will handle your issue.