Frequently Asked Questions (FAQ)

Delivery is available exclusively to selected suburbs in Pretoria North.

For full details, please refer to our Delivery Policy.

Luxe Petals Co. provides delivery services during the following standard hours:

• Monday to Friday: 15:00 – 18:00
• Saturday: 14:00 – 15:00

Please note that these times are estimates and may vary due to traffic conditions, inclement weather, or other unforeseen circumstances.

Luxe Petals Co. does not operate or provide delivery services on Sundays or public holidays. However, please note that exceptions may be made for peak floral occasions, such as Mother's Day or Valentine's Day should they fall on a Sunday. Any revisions to our standard holiday delivery schedule will be announced in advance via our website or specified during the checkout process.

Our team will contact the recipient approximately 30 minutes prior to arrival. In the event that the recipient is unavailable at the time of delivery, Luxe Petals Co. may proceed with one of the following options:

• We may attempt delivery to a trusted neighbour, subject to recipient or sender consent.
• The arrangement may be left in a secure, shaded location, provided that specific instructions were provided at the time of order.
• The arrangement will be returned to our studio for redelivery. Please note that an additional fee will apply for all subsequent delivery attempts.

Luxe Petals Co. is not responsible for delivery failures or delays resulting from incorrect, incomplete, or ambiguous delivery information provided by the customer. Please ensure that all delivery details are accurate and complete at the time of purchase to ensure a successful delivery.

For your security and convenience, all payments are processed through PayFast at checkout. We accept a wide range of secure payment methods, including:

• Credit and Debit Cards (Visa and Mastercard)
• Instant EFT
• Mobile Payments (Apple Pay and Samsung Pay)

All transactions are encrypted and processed according to the highest security standards to ensure your information remains protected.

Once an order is confirmed, our team begins preparations immediately to ensure the exceptional freshness and quality of your arrangement. For this reason, we are unable to accommodate modifications once an order has been submitted. We kindly encourage you to review all order details, including delivery information and gift messages carefully before finalising your purchase.

Due to the perishable nature of fresh floral arrangements, all sales are final. We kindly request that you review your order thoroughly prior to submission to ensure all details are correct. Once an order is confirmed, we are unable to facilitate cancellations or provide refunds, as the preparation process begins immediately to guarantee the highest quality of your flowers.

Currently, we do not offer fully bespoke or custom arrangements beyond the curated collections available on our website. Each of our designs is carefully crafted to maintain our signature aesthetic and ensure the highest standards of quality.

To ensure your request can be accommodated, all Special Requests must be confirmed via phone or email prior to placing your order. Once our team has provided confirmation, please include the specific details of your request in the "Special Notes (Delivery Instructions)" section during checkout.

Yes. Customers may collect their arrangements from our studio during the following designated hours:

Monday to Saturday: 13:00 - 15:00

Please note that collections outside of these hours are not permitted.

Due to the perishable nature of fresh floral arrangements, we are unable to accept returns. However, refunds or replacements may be considered in accordance with our Refund Policy.

In the event that your arrangement arrives damaged, wilted, or incorrect, please contact us within 24 hours of delivery. To facilitate a prompt resolution, please provide your order number and include photographs of the flowers for verification. Our team will review your request and provide an appropriate resolution, which may include a replacement arrangement, store credit, or a refund in accordance with our Refund Policy.

In rare instances where specific blooms are unavailable, Luxe Petals Co. reserves the right to substitute flowers with those of equal or greater value. Every effort will be made to maintain the overall aesthetic and colour palette of your chosen arrangement. In the event of a significant substitution, customers will be notified promptly to discuss available options.

The longevity of your arrangement depends on the specific flower varieties and the level of care they receive. To help you enjoy your blooms for as long as possible, care instructions are included with every order. Following these guidelines will ensure the maximum freshness and beauty of your arrangement.

Yes. Every arrangement includes the option to provide a personalised message. Please enter your desired text in the Message Card box located under the Extras section on the product page. Your message will be carefully transcribed and included with your delivery to add a special touch to your gift.

Luxe Petals Co. does not currently offer recurring or subscription-based delivery services. Customers are welcome to place individual orders as needed. If you would like to be notified should a subscription service become available in the future, please subscribe to our newsletter or follow us on our social media platforms.

Phone: +27 61 549 8941

Email: info@luxepetalsco.co.za

For order-related enquiries: orders@luxepetalsco.co.za