Frequently asked questions

Help & FAQ

✔ When will I be charged for my order?
Payment is processed securely at checkout, and your order begins once it’s confirmed.

✔ What payment methods do you accept?
We accept major credit cards (including American Express), Shop Pay, PayPal, Apple Pay, and Google Pay

✔ Can I use a discount code?
Yes — enter your valid code at checkout. Only one code can be applied per order.

✔ Can I cancel or update my order?
If your parcel hasn’t shipped yet, please email us within 24 hours at info@petalandstill.com.

✔ Will I receive an order confirmation?
Yes. You’ll receive a confirmation email right after purchase, and another once your parcel ships with tracking details.

✔ Where do you ship from, and where to?
All parcels are carefully packed and shipped from our studio in Hong Kong.
We currently deliver to the United States, United Kingdom, European Union, and other international destinations.

✔ How much is shipping?
Shipping is currently free on all orders.
If this changes in the future, any fees will be clearly shown before checkout.

✔ How long does delivery take?
Most parcels arrive within 7–14 business days, depending on your region and local postal service.

✔ Can I track my order?
Yes. You’ll receive a tracking link by email once your parcel ships.

✔ Are customs or duties included?
Yes — for most destinations, including the U.S., Petal & Still covers all customs and import fees.

✔ What is Shipping Protection?
For $4, you can add Shipping Protection at checkout.
If your parcel is lost or damaged, we’ll provide an immediate replacement or full refund — no extra verification needed.

✔ Can I return or exchange an order if I change my mind?
Each Petal & Still piece — whether artwork, DIY kit, or natural material set — is handcrafted and one of a kind. Once your order arrives safely, we’re unable to accept standard returns or exchanges due to the delicate nature of these natural materials.
If you have a special concern, please contact us and we’ll do our best to find a fair solution.

✔ What if my order arrives damaged or incorrect?
Please email info@petalandstill.com within 7 days of delivery and include a short note with clear photos.
We’ll offer a replacement, partial refund, or full refund depending on your situation.
If you added Shipping Protection ($4), you’ll receive priority handling — with an instant replacement or refund.

✔ What items can’t be returned?
Opened or used kits
Custom or personalized orders
Digital or downloadable templates

✔ What’s included in each pressed-flower kit?
Each kit includes real pressed flowers, a template, essential tools, and a written guide to help you create your own piece at a calm, steady pace.
You can also find video tutorials on our website and social channels for extra inspiration.

✔ Can I choose between making my own or buying a finished piece?
Yes — you can enjoy the process of creating with our DIY kits, or choose a completed pressed-flower artwork handmade in our studio.
Both are made with real flowers and the same attention to calm, natural detail.

✔ Are your materials sustainable and ethically sourced?
Yes. We use naturally dried flowers, eco-friendly papers, and minimal, recyclable packaging — all chosen from partners who share our values of gentle, mindful making.

✔ Will my finished piece look the same as the photos?
If you’re purchasing a finished artwork, yes — the photos show the exact one-of-a-kind piece you’ll receive.
If you’re creating from a DIY kit, small variations in color or petal shape are completely natural — every arrangement turns out beautifully unique.

✔ What if I can’t finish my kit at once?
Simply store your materials in a cool, dry place away from sunlight.
Pressed flowers stay beautifully preserved, allowing you to return whenever you’re ready to continue.

✔ Can I send a kit or artwork as a gift?
Absolutely. Just enter the recipient’s name and address at checkout — we never include pricing inside gift parcels.

✔ Can I include a personal message?
Yes! We can include a uniquely shaped art card with your handwritten message for FREE (Usually $10). Since these are prepared individually, please specifically request this by leaving your note in the Order Notes at checkout.

✔ Is your packaging gift-ready?
Yes. Each kit and artwork is wrapped in minimal, eco-conscious packaging that’s simple, elegant, and ready to gift.

✔ Are your kits suitable for children?
Our kits are wonderful for family time, but we recommend adult supervision for makers under 12 due to the small and delicate materials.

✔ Do I need an account to order?
No. You can check out as a guest. An account simply helps you track orders and save details for next time.

✔ I forgot my password — what should I do?
Click “Forgot Password” on the login page and follow the reset instructions.

✔ How can I contact you?
Email us at info@petalandstill.com.
We usually reply within 1–2 business days.

✔ Is my personal data safe?
Yes. We follow UK GDPR, EU GDPR, and U.S. privacy standards to protect your information.

✔ Do you offer wholesale or collaborations?
We occasionally partner with like-minded creators or stores.
If you’d like to collaborate, please reach out — we’d love to hear from you.