Terms and Conditions

This page details our customer terms and conditions.

Our Contact details:
Petal & Stem, @ 45 Badshot Lea Road, Farnham, Surrey GU9 9JR.

Tel: 01252 323130

Email: please use the contact form to get in touch

Making a purchase could not be easier. Just browse our shop online, and add any bouquets, gifts or funeral tributes that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details that we need to be able to complete the order.

We accept most credit and debit card payments, Visa, Mastercard, Maestro or via PayPal. Alternatively, you may make orders and pay for flowers over the phone by calling us.

If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency.

Orders that are cancelled online or via the phone are subject to a cancellation fee.

When confirmation of an order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when payment has been processed. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Delivery Schedule

Petal & Stem do not offer same day deliveries of flowers.  However if it is for local delivery, we may be able to deliver gift products same day, if you call to discuss with us.

No timed deliveries - except for Funeral tributes.

Timed deliveries can be requested, and we always try our best to meet all customer’s requirements but timed deliveries can not be guaranteed or promised. Funeral deliveries take precedence and will always be delivered to time. In summary, for gift flowers and products  with local delivery, AM or PM delivery is a reasonable request that can usually be met by us, the florist, especially if the flowers are ordered a day in advance. Please be realistic, and we will try our best to meet your deadline.

UK wide and International Orders

All our products (including Online orders) are for for local delivery only within a 12 miles radius of the shop. For flower products, UK wide and International orders can be made and delivered using our Direct2florist shop page. Direct2Florist outgoing order information is taken by us and passed onto Direct2Florist central control who locate the nearest florist on their books to the required delivery address.  These orders are expected to be ordered same day if placed before 2pm on the date of delivery. However, although the utmost effort will be undertaken to provide same day delivery, as a third party florist will be preparing the order, we can not guarantee same day delivery, due to possible unforeseen circumstances beyond our control.

Direct2Florist orders with a specified delivery date will be delivered on that day (Note: must be received before same day cut off time of 1pm).

Orders placed to be delivered on a public holiday will be delivered the next working day.

Online deliveries can only be in the UK. To send flowers overseas please telephone or order via Direct2Florist website.

If you require specific flowers or gift products, please telephone at least 2-3 days before delivery is required.

Orders are delivered ONCE. If the recipient is not home the order is either left with a neighbour or in a safe place. If this is not possible a delivery note is left informing them we have attempted to deliver the order and the recipient needs to contact us to arrange collection from our workshop.

If a neighbour is home we will try and leave the order with them providing they are willing to take responsibility for the delivery.

If the recipient is physically unable to collect their order a new delivery date will be arranged with the recipient at Petal & Stem's earliest convenience.

Petal & Stem are not responsible for theft or damage of flowers, sundries or gifts, if left.

We take care of our orders and ensure freshness and quality at all times. Tax Charges on orders are inclusive of 20% VAT

Credit Card Security.

When the order is placed at our website, the customer is then transferred to the Paypal payment gateway for secure payment. No financial details are taken or stored by the website at all. All that is done outside of the site.


- we guarantee your complete satisfaction.

Getting in touch with us.

If you need to reach us, please email us using the link on the store page, alternatively, you can telephone or write to us at either address shown at the top or bottom of this page.

Privacy Policy

View our Privacy Policy online here.

The Flowers And Other Products

Flowers and other products may vary slightly from their pictures

The images of the flowers and other products on our Website are for illustrative purposes only. The images are of previous bouquets made by Petal & Stem and are provided by us in good faith. You will appreciate that every flower is different and we cannot therefore guarantee that the flowers supplied by Petal & Stem will be exactly the same in appearance as those in the pictures on the Website and may therefore vary slightly from those images. We may need to make minor adjustments to the flowers supplied due to seasonal variations or availability.

Product packaging may vary

The packaging of the flowers and other products may vary from that shown in images on our website.

Your Rights To Make Changes

If you wish to make a change to the flowers or other products you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If the change cannot be made or the consequences of making the change are unacceptable to you, you may want to end the order.

Our Rights To Make Changes

Minor changes to the products. The local florists may change the flowers or products due to seasonal variations in the flowers available. Alternative, but similar flowers may be supplied. The local florist may also changed the products if required by law.

Changes to the quantity or the flowers or other products and these terms

In addition, we, Petal & Stem, may make more substantial changes to the flowers or the other products if your order is unable to be fulfilled in the quantity ordered due to a lack of materials or flowers, but if we do so we will notify you and you may then contact us to end the order before the changes take effect and receive a refund for any products paid for but not received.

Providing The Flowers And Products

Delivery Costs

The costs of delivery will be as displayed to you on the Website.

Where the flowers or other products will be delivered. The flowers or other products will be delivered by Petal & Stem to the address or location specified by you during the checkout process. If the address or location you have supplied is not accessible for any reason we will contact you to discuss alternatives.

We will not deliver any flowers or other products to any address or location where to do so would be prohibited by law.

It is advisable for you to provide a contact telephone number to Petal & Stem so contact can be made about delivery. If no contact detail is provided and we cannot gain entry, or no one is available to accept delivery, refunds will not be available in the case of flowers or personalised products if an incorrect or incomplete address is provided and no contact can be made.

When the flowers and other products will be provided.

During the order process we will let you know when the flowers or other products will be supplied to you or the designated recipient. The timescales on our website are an indication only and we will be able to confirm in more detail when delivery will take place. Times given on a particular day are a guide only and, provided the flowers or other products are delivered on that date it forms no basis for a refund. If there is to be a longer delay in delivery we will contact you to confirm and discuss your options.

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the order and receive a refund for any products you have paid for but not received.

Refunds/Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive which can be found here.

Orders that are cancelled online or via the phone are subject to a cancellation fee.

For most products bought online (costing £43 or more) you have a legal right to change your mind within 14 days and receive a refund under the Consumer Contracts Regulations 2013. However, you do not have this right for perishable items, tailor made items or personalised items. You do not therefore have the right to change your mind about flowers once they have been prepared as they perish. If you want to cancel the order you must email petalandstemflowers@gmail.com confirming your decision and which products the cancellation relates to.

Refunds may occasionally be given at the discretion of the management

Because of the perishable nature of our products you are advised to make any complaint within 5 working days of the delivery of your flowers. Following this time period you should not expect a refund or a re-delivery. You will be required to provide either the actual flowers or photographic evidence of any problems before we discuss any refunds or replacements. However we always endeavour to reach a mutually suitable agreement with the recipient, either for a replacement or a refund, depending upon the nature of the complaint.

How we will refund you

We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, if you are exercising your right to change your mind. For example we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

When your refund will be made

If you are entitled to a refund under the terms of this agreement we will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then this will either be within 14 days from the day on which we received the product back from you or, if we confirm there are no goods to return, within 14 days of you telling us you have changed your mind.