FAQ
Customer Care & FAQ
Orders & Pre-Orders
When will my pre-order ship?
Each pre-order item includes an estimated shipping window at the bottom of its product description. This timeline is approximate and subject to change. For the most up-to-date information, please reference our Pre-Order Info page.
I placed an order, but it hasn't shipped. Why?
If your order contains both pre-order and ready-to-ship items, it will be shipped once all items are available. To receive in-stock items sooner, we encourage placing a separate order.
Can I cancel my order?
Because all orders begin processing immediately, cancellations are only eligible for store credit, provided the item has not shipped. We do not issue refunds for pre-orders, including delays, as shipping timeframes are estimates.
If your order has already shipped, it is no longer eligible for cancellation.
Why haven’t I received updates on my pre-order?
We appreciate your patience. As a small team, we’re unable to send individual updates. However, we regularly post updates through our mailing list and on Instagram (@petalsandpoison). For direct inquiries, you’re welcome to email us.
Shipping & Delivery
Is shipping free?
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U.S. Orders: Complimentary shipping is available on domestic orders over $300 (excluding fashion items).
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Fashion: Garments are shipped from our tailoring facility overseas and incur a separate shipping charge, regardless of order total.
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International Orders: Shipping is calculated at checkout based on weight and destination. Customs duties and taxes are the responsibility of the customer.
Why was I charged shipping if my order was over $300?
If your order includes fashion items, shipping is calculated separately, as these are shipped directly from our overseas facility. The free shipping threshold applies only to non-fashion items.
Do you ship internationally?
Yes. International shipping fees are based on weight and destination. We do not alter customs values. Customers are responsible for any import duties, taxes, or fees required by their country.
Do you offer payment plans?
Yes. Payment installments are available through PayPal or Afterpay at checkout.
Returns, Exchanges & Damages
Are all sales final?
Yes. Due to the limited, handcrafted nature of our offerings, all sales are final. We do not offer returns or exchanges unless an item arrives defective.
What if my item is damaged or lost in transit?
Please contact inquiries@petalsandpoison.com immediately. If eligible, you may receive store credit. Be sure to keep the original packaging and provide photographs of the damage. We do not refund to original payment methods.
I ordered the incorrect item — can I return or exchange it?
Yes. We accept returns and exchanges for items ordered in error.
Please note that all approved returns and exchanges include a 15% restocking fee to cover inspection, cleaning, and re-packaging of each small-batch piece.
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U.S. (Domestic) Customers: A prepaid return label will be provided.
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International Customers: All shipping costs are the responsibility of the customer. This includes sending the item back to us and paying for the shipment of the exchanged item.
Product Details & Care
What are your items made of?
Each product page lists materials used. For concerns regarding allergies or sensitivities, feel free to contact us.
Jewelry Care
Sterling Silver
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Store in a dry place, ideally in the velvet box provided.
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Avoid perfumes, lotions, hairspray, and water exposure.
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Clean gently with mild soap and water.
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Tarnishing may occur naturally and enhances the antique quality of your piece.
Gold-Plated Sterling Silver
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Follow the same care as above.
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Prolonged exposure to heat or friction may cause soft metals to bend or dull.
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Consider applying a thin layer of clear nail polish or consulting a jeweler for replating if needed.
Fragrance Use & Sensitivity
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Perfume oils are most effective when warm. To activate, roll the bottle gently between your palms and turn it upside down several times before applying to pulse points. Do not shake.
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Ingredients: Sweet almond oil and premium-grade fragrance oils.
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Always perform a patch test before use to check for sensitivities.
Tea & Cocoa Allergen Information
Tea Blends
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Our facility is not certified allergen-free. While we take precautions, cross-contamination is possible.
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Some blends may contain tree nuts. Please refer to each product’s ingredients.
Cocoa
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Non-vegan blends may contain allergens. Always consult the ingredient list.
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Vegan cocoa powders are gluten-free, vegan, and kosher.
Note on Flavoring
If your cocoa tastes overly medicinal or minty, it may be over-flavored. Begin with a small amount—these powders are highly concentrated.
If you require additional assistance, our team is happy to help. Kindly email us at inquiries@petalsandpoison.com and allow up to 48 hours for a response.
Thank you for supporting heirloom craftsmanship and our world of thoughtful, imaginative design.
With gratitude and blessings,
Petals & Poison
