Policies
Terms & Conditions
These are the terms on which we sell to you. We have written them to be read rather than skipped, and nothing in them takes away a right the law gives you.
Last updated: 6 August 2026
1. Who we are
Petalby is a trading name of Laura, a sole trader based in the United Kingdom. Our address for correspondence, notices and returns is 29 Hadrian Way, Caistor, Market Rasen, LN7 6GJ. You can reach us through our contact page, and we answer every message personally.
In these terms, “we”, “us” and “our” mean Petalby. “You” means the person placing the order.
2. These terms
These terms apply to every order placed through petalby.com. Please read them before ordering — by placing an order you accept them. We may change them from time to time; the version that applies to your order is the one published when you placed it.
We sell to consumers. If you are buying in the course of a business, some of the protections described here will not apply to you and different terms may be agreed in writing.
3. How a contract is formed
Placing an order is an offer to buy, not a contract. We will acknowledge your order by email, but that acknowledgement is not acceptance. A contract comes into existence only when we dispatch the goods and send you a dispatch confirmation.
If we cannot accept your order — because an item is no longer available, because we have identified an error in the price or description, or because we are unable to meet a delivery deadline — we will tell you and refund any sum you have paid in full.
4. Our products
Mystery coffrets are composed by hand and their contents are not disclosed before purchase. We publish the categories every coffret draws from, the number of pieces each tier contains, and a typical contents value range for each tier. Those published figures are the standard we hold ourselves to.
No two coffrets are identical. Photographs of coffret contents are illustrative of the standard and the categories, not a promise of the specific items you will receive. Photographs of Spa Edit sets, whose contents are stated, show what is included.
Packaging, vessels and finishes may vary as stock and seasons change. Where a substitution is made it will be of equal or greater value and to the same standard.
5. What we say about value
Where we publish a typical contents value for a tier, that figure is an estimate of what the pieces inside would ordinarily sell for, based on the prices at which comparable items are genuinely available at the time we compose. It is a typical range, not a guarantee about any individual coffret, and it is not a claim that you could buy the exact contents at that price on any given day.
Much of what we compose with is surplus — discontinued lines, seasonal overruns and pieces made in numbers that outstripped demand. We buy that stock below its usual price and pass the benefit on. That is the honest basis for what we say about value, and we would rather explain it than imply something stronger.
6. Prices and payment
Prices are shown in pounds sterling and include VAT where applicable. Delivery is free to all UK addresses, so the price you see is the price you pay.
Payments are processed by Stripe, and you may pay by card or by Klarna where it is offered at checkout. We do not receive or store your full card details. Payment is taken when you place the order; if we then cannot accept it, you are refunded in full under clause 3.
Pricing errors. We take care to price correctly, but errors happen. If we discover an error in the price of goods you have ordered before we dispatch them, we will contact you to ask whether you wish to proceed at the correct price or cancel. If we cannot reach you, we will treat the order as cancelled and refund you in full. Because a contract is not formed until dispatch, we are not obliged to supply goods at an incorrect price.
7. Delivery
Delivery terms are set out in full on our Delivery & Returns page, which forms part of these terms.
We aim to dispatch within 2–3 working days and to deliver within 1–2 working days after that. Delivery estimates are estimates, not guarantees. Goods are your responsibility from the time they are delivered to the address you gave us. You own them once we have received payment in full.
If delivery is delayed by something outside our reasonable control, we will tell you as soon as we can and take steps to limit the delay. If the delay becomes substantial you may cancel and receive a full refund for anything undelivered.
8. Cancellation, returns and refunds
You have a statutory right to cancel within 14 days of receiving your order, for any reason. The full detail, including how to cancel, who pays return postage, how refunds are calculated and the single exception for opened sealed cosmetics, is on our Delivery & Returns page, which forms part of these terms.
9. Faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them within 30 days for a full refund, and rights to repair, replacement or a price reduction after that period. Nothing in these terms affects those rights.
10. Our liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of your legal rights in relation to the goods.
We are not liable for business losses. We supply goods for domestic and private use, and if you use them for any commercial or business purpose we will have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
11. Allergies and product safety
Products in our coffrets may contain fragrance, essential oils, nut-derived ingredients or other common allergens. Ingredient lists are provided on the products themselves. If you have an allergy or a specific sensitivity, tell us in the checkout notes and we will do our best to accommodate it — but because contents vary we cannot guarantee that any coffret is free of a given ingredient. If in doubt, choose a Spa Edit set, whose contents are stated, or contact us before ordering.
Our products are not suitable for children under 3 unless stated. Candles and similar items carry their own safety instructions and should be used accordingly.
12. Gift orders
Where you buy as a gift for someone else, the contract is with you and the statutory cancellation right is yours to exercise, not the recipient's. We are glad to deal directly with a recipient about a damaged or faulty item, and will do so sensitively.
13. Complaints
If something has gone wrong, tell us through the contact page and we will try to resolve it quickly. If we cannot resolve a complaint between us, alternative dispute resolution services are available; we will point you to a certified ADR provider if it comes to that.
14. Other important terms
We may transfer our rights and obligations under these terms to another organisation, and will tell you in writing if that happens. You may only transfer your rights or obligations with our written consent.
This contract is between you and us. No one else has any right to enforce it.
Each paragraph of these terms operates separately. If any court or authority decides that one is unlawful, the rest remain in force.
If we delay in enforcing these terms, or do not insist that you do something you are required to do, that does not mean we have waived our rights against you.
15. Governing law
These terms are governed by the law of England and Wales, and you can bring legal proceedings in the English courts. If you live in Scotland you may bring proceedings in either the Scottish or the English courts; if you live in Northern Ireland, in either the Northern Irish or the English courts.
“Unwrap the unexpected.”