Customer service
Here to Help
Answers to common questions about delivery, quality, orders and payment. Can't find what you need? Call or email us.
FAQ
Frequently Asked Questions
- How late can I order for same-day delivery?
- Order before 2:00pm Monday to Friday, or before 12:00pm on Saturday, and we'll do our very best to deliver the same day. Orders placed after these cut-offs are scheduled for the next available delivery day.
- Do you deliver on Sundays or public holidays?
- Our call centre and delivery network is closed on Sundays and Australian public holidays. Orders placed on these days are scheduled for the next available business day.
- What suburbs do you deliver to?
- We cover Dapto NSW 2530 and surrounding Illawarra suburbs including Berkeley, Avondale, Brownsville, Cleveland, Horsley, Kanahooka, Koonawarra and others. We also deliver to Illawarra hospitals, nursing homes and funeral homes. See our Delivery Areas page for the full list.
- What if my recipient isn't home?
- Our local florists follow our 'safe drop' guidance for residential addresses where possible. For hospitals, nursing homes and businesses, we deliver to reception. If a delivery genuinely cannot be completed, our team will contact the sender.
- What payment methods do you accept?
- We accept Visa, MasterCard, American Express and PayPal. All transactions are processed securely.
- I'm not happy with the flowers — what should I do?
- Quality matters. If something isn't right, please email quality@petalsnetwork.com with your order number and a photo of the arrangement and we'll work with you on a fair resolution.
- Can I include a card message?
- Yes — every order includes a customised card. For sympathy arrangements we also offer printed sympathy cards as part of our funerals & sympathy service.
- Where do your flowers come from?
- Where possible, we source flowers from Sydney Flower Market and partner with local growers across the Illawarra. Stems are selected fresh each morning by your local arranging florist.
Policies
Delivery & quality policy
Same-Day Cut-Off
Orders must be placed before 2:00pm Monday–Friday or 12:00pm Saturday for same-day delivery. Orders after cut-off are scheduled for the next available delivery day. We are closed Sundays and Australian public holidays.
Non-Delivery Policy
If a delivery cannot be completed (recipient not home, address issue), our local florist will follow safe-drop guidance where safe to do so. For businesses and hospitals, delivery is to reception. Our team will contact the sender if a delivery fails.
Quality Complaints
If your arrangement arrives in poor condition or does not match your order, please email quality@petalsnetwork.com within 24 hours with your order number and a photo. We will assess and offer a fair resolution, which may include a replacement or partial refund.
Payment
We accept Visa, MasterCard, American Express and PayPal. All transactions are processed securely. Prices are shown in Australian Dollars (AUD) and include GST.
Order Changes & Cancellations
To change or cancel an order, please call us as soon as possible on 1800 507 043. Once an order has been dispatched to the local florist for arrangement, changes may not be possible.
Availability
Flower availability can vary with seasons and supply. If a specific flower in an arrangement is unavailable, your local florist may substitute a stem of similar colour and quality. Designer's Choice arrangements are always designed around what's freshest.
Still need help?
Our team is available Monday–Saturday. Call, email or send a message and we'll get back to you.