Questions

What we do, how we do it, why we do it.

Can I schedule a delivery in advance?

Yes. You can select your preferred delivery date at checkout.

What is the cut off time for same-day delivery?

Same-day Posies need to be ordered by 15:00, unless sold out earlier. If today’s Posies are sold out, you are welcome to pre-order for the next available date by selecting it at checkout.

Can I add a gift to my Posy?

Yes.You can select from our curated add-ons or gift sets before checkout. Availability may vary by delivery area and date.

What recipient information do you need?

We require the recipient’s full name, accurate delivery address and a valid contact number. Incorrect or incomplete information may delay delivery.
If delivery cannot be completed due to incorrect details, a redelivery can be arranged at an additional cost.
By placing an order, you confirm that you have the recipient’s consent to share their information for delivery purposes.

Can I remain anonymous?

Yes. If you would like to remain anonymous, please let us know before delivery.
We only include the sender’s name on the notecard if it is written in the message at checkout.

Which areas do you deliver to?

You can view our delivery areas here: PETAL&POST | Delivery Areas.
If you do not see your suburb listed, please reach out via LiveChat or email and we will advise.

What days do you offer delivery?

Cape Town & Johannesburg: Monday to Sunday
Durban: Monday to Saturday
Pretoria: Monday to Friday
Stellenbosch & Ballito: Monday, Wednesday & Friday

Do you deliver on weekends?

On Saturdays, all main branches offer same-day delivery. Orders close at 14:00 and deliveries take place until 17:00.
On Sundays, we deliver in Cape Town and Johannesburg. Orders close at 14:00 and deliveries take place until 17:00.

What are your delivery times?

Our delivery window is between 11:00 and 18:00.
We are unable to guarantee specific time slots due to route planning and daily volume.

Can I request a specific time slot?

Unfortunately not, due to the nature of deliveries, we are unable to guarantee a delivery time.

How do you determine delivery order on the day?

Our delivery routes are planned using automated route-optimisation software.
Each morning, the system calculates the most efficient route based on delivery locations, traffic patterns and overall volume for the day. This allows us to minimise travel time, reduce delays and ensure as many Posies as possible arrive within our delivery window.
While we understand that customers may prefer a specific time, deliveries are sequenced for efficiency and fairness across all orders.

Do you deliver to offices, hospitals or estates?

Yes. Please ensure all access details, security requirements and contact numbers are included at checkout. Delays may occur if access information is incomplete.

Are there redelivery fees?

If no one is available to receive the order and we are unable to reach you or the recipient, a redelivery can be arranged. A fee equal to the original delivery charge will apply.
As flowers are perishable, if the Posy cannot be redelivered within one day of the original delivery date, a charge for fresh flowers will also apply.

What is the procedure for redelivery?

We first attempt to contact the recipient. If unsuccessful, we contact the sender.
With permission, we may leave the order with security, reception or a neighbour.
If we are unable to leave it safely, we will email you to arrange a new delivery date.

Is delivery included in the price?

Delivery is calculated at checkout and is not included in the Posy price.

How can I track my order?

On the morning of delivery, you will receive an email reminder to let you know your Posy is on its way.
When your delivery is next on the driver’s route, you will receive a tracking link via email. This is usually sent around 30 minutes before arrival so that you can follow the driver in real time.
If you would like an update at any stage, you are welcome to reach out via Live Chat or email us with your order number and we will gladly assist.

What are your Weekly Posies?

We offer a new Posy design each week, changing every Monday.
Designs are specific to each delivery area, as flowers are sourced from local growers.

What Posy will I receive if I pre-order?

If you order more than a week in advance, the Posy shown at the time of ordering may differ from the one delivered.
Your recipient will receive the Posy available during that delivery week. If you would like to see the confirmed design for your date, please contact our team.

What are stem variations?

Flowers are seasonal and naturally unique. On occasion, colours may vary or stems may be substituted. Any substitutions will be of similar style and equal or greater value

Why do you source your roses from Kenya?

Kenyan roses are widely regarded as some of the best in the world. The high altitude and consistent climate allow growers to produce strong stems, generous head sizes and exceptional vase life.
South Africa has very few large-scale rose farms, as we do not specialise in rose growing locally. Kenya, by contrast, is one of the world’s leading rose producers, with hundreds of dedicated farms supplying markets globally.
When we source roses from Kenya, it is to ensure consistent quality, stem length and longevity for our customers.

What are Subscription Posies?

Subscription Posies are scheduled deliveries of our weekly Posy at a reduced rate.
You can choose weekly, fortnightly or monthly delivery. Payments are processed securely via PayFast and deducted one day before delivery.
You are welcome to pause, amend or cancel your subscription at any time. A minimum of three Posies applies when signing up. Delivery is not included in the subscription price.

What payment methods do you offer?

We accept Credit and Debit Cards (Visa, Mastercard and Diners Club), EFT from South African banks, and SnapScan.
We do not accept Forex payments or EFTs from international banks.
For security reasons, we do not process card payments over the phone.

Can I make payment from overseas?

Yes. PayFast accepts international Visa, Mastercard and Diners Club cards.
SnapScan card payments are also available without needing the app.
We do not accept EFT payments from international accounts.

How do I care for my Posy?

Place your flowers in fresh water as soon as possible.
Remove leaves below the waterline and trim the stems 2–3 cm at an angle.
Keep your Posy in a cool space away from direct sunlight, heaters and fruit bowls.
Change the water and re-trim every two days.

What is the bottle of Posy Food?

Each Posy is delivered with a complimentary bottle of Petal&Post Posy Food.
Pour the entire bottle into 1 litre of fresh water before arranging your flowers. Not for human consumption.

Why are my flowers closed or in bud?

Our stems arrive fresh from local growers in bud form which may mean the look closed on arrival. Once placed in water and trimmed, the buds will begin to open over the next few days. This gives you a longer vase life and allows you to enjoy the flowers as they bloom.
Please allow 3 to 4 days for the buds to open. If you are still concerned thereafter, please contact us so that we can advise on the best course of action.

What if there is an issue with my Posy?

If your flowers arrive damaged or you are concerned about their quality, please contact us within 12 hours of delivery and include clear photographs. Our team will review the matter and advise on the next steps.

Do you offer refunds?

As flowers are perishable, we are unable to accept returns. Quality concerns must be raised within 12 hours of delivery.

Can you process a refund to an international bank account?

Due to restrictions set by SnapScan, we are unable to process refunds to international bank accounts. SnapScan does not currently offer merchants the option to refund payments made from international accounts, however we can offer a refund via Electronic Funds Transfer (EFT) to a South African bank account.

Responsibility after delivery

Once an order has been delivered, we cannot take responsibility for its condition more than 12 hours later.
We are not liable for damage or theft if instructed to leave the Posy with someone other than the recipient.

What are your operational hours?

Our studios are open Monday to Friday from 09:00 to 16:00, and on Saturdays and Sundays from 09:00 to 14:00. 
Our online team is available Monday to Friday from 09:00 to 17:00. 
You can place an order on our website at any time, 24/7. If you contact us outside of business hours, we will get back to you the next working day.

How do I tell you something about my order?

If you need to make a change to your order please email jenna@petalandpost.co.za with your order number. 
To guarantee amendments, please contact us before 09:00 on the day of delivery. 
During peak periods, we require up to three days’ notice for any changes. Peak periods include Valentine’s Day, Mother’s Day, Peony season and Christmas Day.

How to download a VAT invoice?

Log into your Petal & Post account and go to My Orders.
Select the order you need an invoice for, then click View Order.
On the order page, you’ll see the option to Generate a VAT Invoice. From there, you can enter your billing details and have the invoice sent directly to your preferred email address.