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Refund and Returns Policy
Effective Date: 1 May 2025
Last Updated: 7 Oct 2025
At Petal & Still, every kit and artwork is handcrafted with patience and care — pressed from real flowers and arranged to bring a quiet, grounding moment into your day.
Because each creation is handmade and delicate, returns are limited — but we will always listen and help with care if something goes wrong.
Before Anything: Please Contact Us
If you experience an issue with your order, please reach out first at [email protected].
We will review your situation with care and guide you through the next steps.
Please do not return an item before we have confirmed your request.
Handmade & One-of-a-Kind Nature
Each Petal & Still creation — whether a pressed-flower artwork, DIY kit, or natural material set — is handmade and unique.
For this reason, we are unable to accept standard returns or exchanges once your order has been delivered in good condition.
Pressed flowers and natural materials cannot be safely reused once opened.
That said, we understand that every story is different.
If something does not feel right, please email us — we will review your request with care and do our best to find a kind, fair solution.
If Something Arrives Damaged or Incorrect
We pack every order with care, but if your parcel arrives damaged or not as described, please contact us within 7 days of delivery at [email protected].
Include a brief description and a few clear photos so we can review the issue together.
We’ll do our best to make things right — offering a replacement, partial refund, or full refund depending on the situation.
If you added Shipping Protection ($4) at checkout, your order is fully covered for loss or damage during transit, and you’ll receive a free replacement or full refund immediately, without additional review or delay.
Please note that small variations in color, composition, or packaging are part of the handmade process — each Petal & Still piece is truly one of a kind.
Refunds
Once a refund is approved:
- You will receive a confirmation email
- Refunds are issued to your original payment method within 5–10 business days
(Processing time may vary depending on your bank or provider. We appreciate your patience.)
When Refunds Are Not Available
We are unable to offer refunds for:
- Change of mind or personal preference
- Custom or personalised orders
- Digital downloads or templates
- Opened, used, or damaged kits
These limitations help us maintain the integrity and sustainability of our handmade creations.
Substitutions & Seasonal Materials
Because flowers and natural elements vary by season,
we may occasionally make thoughtful substitutions of equal or greater value
to preserve the intended design and feeling of your kit or artwork.
Each substitution is chosen with care to maintain the harmony and beauty of your piece.
Order Changes or Cancellations
Because we begin preparing materials shortly after purchase, cancellations are limited.
If you need to make a change, please contact us within 24 hours of ordering —
we will always do our best to assist before your order ships.
Once your order has been prepared or dispatched, it can no longer be cancelled or refunded.
International Returns
Since our studio operates from Hong Kong, all returns — including those from the U.S., U.K., or E.U. — are considered international shipments.
Customers are responsible for:
- Return shipping costs (where applicable)
- Any duties, taxes, or import fees charged by customs
We recommend using a tracked shipping service to ensure your return arrives safely.
Final Note
Every Petal & Still piece is made slowly and with care.
While returns are limited due to the handmade nature of our work, we will always be here if something is not right.
Thank you for supporting mindful art — and for understanding the care behind each pressed petal.