Shipping policy

Shipping & Delivery Policy

At PENELOPES Flowers, we take great care to ensure your flowers are prepared, packaged, and dispatched to the highest standard so they arrive fresh and beautiful. As flowers are perishable natural products, every bouquet is sent by Royal Mail Special Delivery by 1pm.

While we do everything reasonably possible to ensure deliveries arrive on time, any Royal Mail delays are completely out of our control.

Delivery Options & Charges

Royal Mail Special Delivery (by 1pm) — £10
Your bouquet is sent by Royal Mail Special Delivery and arrives by 1pm on the day you choose in the calendar in your basket.

Saturday delivery
If you choose a Saturday in the calendar, the Saturday delivery charge is added to your basket automatically.

Delivery charges are calculated at checkout and are non-refundable once an order has been dispatched, except where Royal Mail delivers after 1pm, as set out in our Terms & Conditions.

Royal Mail & Handling

All orders are sent by Royal Mail Special Delivery. Every bouquet is carefully packed using protective materials designed to maintain freshness and minimise movement during transit.

Flowers are dispatched in a travel-ready state to preserve quality and longevity.

Delivery Conditions

It is the customer’s responsibility to ensure that someone is available at the delivery address to receive the flowers.

If no one is available, Royal Mail may:

  • Attempt delivery and leave a calling card, or
  • Hold the parcel at a local depot for collection or redelivery

We are not responsible for delays, deterioration, or failed delivery caused by:

  • Recipient unavailability
  • Incorrect or incomplete address details provided by the customer
  • Failure to collect parcels from Royal Mail within Royal Mail’s stated timeframe

Delays

Any Royal Mail delays are completely out of our control. Delays may occur due to circumstances including but not limited to:

  • Severe weather conditions
  • Traffic or transport disruption
  • Royal Mail network congestion
  • Peak seasonal demand (such as Valentine’s Day or Mother’s Day)

Where delays occur, we will make reasonable efforts to assist and provide updates where possible. Where Royal Mail delivers after 1pm, you are entitled to a refund of the delivery charge, as set out in our Terms & Conditions.

Perishable Goods & Replacements

Flowers are perishable goods. As such:

  • We do not give refunds. Where a request is accepted under our Terms & Conditions, we send a replacement bouquet
  • We do not offer replacements for delays caused by circumstances outside of our control
  • We are not responsible for deterioration once delivery has been attempted or completed by Royal Mail

Any issues relating to damage on arrival must be reported by email within 2 hours of the recorded delivery time, with a video and time-stamped photographs, in accordance with our Terms & Conditions and our Refund policy.

Contact Us

If you have questions about your delivery, please contact us at:

Email: info@penelopesflowers.co.uk