Delivery & Returns

Cost. Delivery is free on every order, and there is nothing added as a surprise at checkout. Orders start at £20.

Dispatch and transit. Every order is composed and packed by hand, and we post it the next working day. Standard delivery is Royal Mail 2nd Class, which aims to arrive within two to three working days — that is an aim and not a guarantee, and we would rather say so plainly than promise a date we cannot hold to.

Signed For. Signed For is not our standard service. If you would like the parcel signed for, write to us before you order and we will arrange it at the extra cost Royal Mail charges for it.

Where we deliver. We deliver to addresses in the UK, the Isle of Man and the Channel Islands.

Tracking. You will receive a dispatch email as soon as your order leaves us; if Royal Mail has issued a tracking number by then, it is in that email.

If it does not arrive. Tell us. If a parcel is lost in transit that is our problem to solve, not yours — we will resend or refund, whichever you prefer.

You have 30 days from the day your order arrives to change your mind, for any reason. That is our own promise, and it runs on the same terms as the legal right below: tell us, send the goods back, and we refund in full.

You have the right to cancel this contract within 14 days without giving any reason. You do not have to justify the decision, and we will not ask you to. This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period expires 14 days from the day on which you, or someone you have named, takes physical possession of the goods. Where an order arrives in more than one parcel, it runs from the day the last parcel arrives. Our 30 days run from the same day.

To cancel, tell us clearly before that period is out — an email through our contact page is enough. You can use the cancellation form at the foot of this page, but you do not have to.

Sending it back. Return the goods to us without undue delay and no later than 14 days after telling us you are cancelling. You pay the cost of return postage unless the order arrived damaged, faulty or not as described — in which case we cover it. We would ask that you use a tracked service, because until it reaches us the parcel is your responsibility.

Looking at what is inside is fine. That is what the time is for, and you are entitled to handle and examine the contents as you would in a shop. If pieces have been used beyond simply examining them, we may reduce the refund to reflect the loss in value — but we will not refuse the return.

Your refund. We refund everything you paid, including the standard delivery charge, within 14 days of receiving the goods back or of you showing you have sent them, whichever comes first. Refunds go to the original payment method.

Sealed cosmetics, skincare and other hygiene-sensitive items cannot be returned once the seal is broken. This exception exists in the Regulations for good reason and it is the only one we rely on. If a sealed item inside a set has been opened, you can still cancel the rest of the order.

This is separate from changing your mind, and your rights here are stronger and last longer.

If a Curated Collection arrives damaged, incomplete, faulty or not as described, tell us and we will replace it or refund it in full — whichever suits you better — and we pay the return postage. Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund, and rights to repair, replacement or a price reduction after that. Nothing on this page limits those rights.

Photographs help but are not required. We would rather hear about it than not.

Some of the pieces we sell run on a battery or plug in. When they eventually reach the end of their life they are worth passing on rather than losing — almost everything inside them, the metals, plastics and glass, can be recovered and made into something else.

The crossed-through bin symbol. You will see a small symbol of a bin with a line through it on electrical items and their packaging. It marks something to be collected separately rather than put out with general waste, so those materials can be recovered, and the few components that need careful handling are dealt with by people equipped to do it.

Where to take it. Household electricals are collected at the recycling centres run by your local council, free of charge. You can find your nearest one, and check what it accepts, at recyclenow.com.

What we do. Petalby is a member of the Distributor Takeback Scheme, which funds the household recycling centres run by local councils. If you buy an electrical item from us, you can take your old one of the same kind to your nearest centre free of charge — it does not need to be the same brand, and you do not need to have bought the old one from us.

Batteries. Loose batteries are collected separately again — most supermarkets and larger shops have a battery collection point near the entrance. Please take them out of an item before you pass it on.

If you are unsure what to do with something you bought from us, email info@petalby.com and we will tell you where it should go.

We take the view that a surprise you did not warm to is a perfectly good reason to send something back, and the 30 days above apply exactly as they do to anything else we sell. What we ask in return is that you tell us what missed — it is the most useful thing anyone can give us, and it is how the composing gets better.

You do not have to use this form, but you may find it convenient. Complete and return it to us through the contact page.