FAQ

Frequently asked questions

FAQs

What is your return policy?


We aim to make every palette box perfect, but if this is not the case please get in touch with your order number, description of your problem and any photos. We will try and find a solution as quickly as possible. We don't accept returns, exchanges or cancellations once you order has been dispatched. If your order is incorrect or damaged email us at info@palettegiftbox.co.uk.




Can I write a special message inside my palette gift box?


Each palette gift box includes a complimentary handwritten gift note. There's a space on the product page to add a special message to your chosen box, before you pop it in your basket.




Still got questions?


Email us at info@palettegiftbox.co.uk




Is my palette gift box recyclable?


Yes! We are pleased to say both the outer and inner palette gift boxes are fully recyclable. Unfortunately at the moment, the flower wrapping cannot be recycled.




What size is the palette gift box?


Our bespoke palette gift boxes are 60 x 30 x 16 cm.




What if I want to order more than one palette gift box?


You can add more than one palette gift box to you order if you wish for them to be delivered to the same address. If you would like to order multiple palette gift boxes to different addresses, you will need to process your orders individually.




Can I place a Corporate order through the website?


We would love to help you organise your next corporate gift or presents for a special event. Sending Palette Gift Boxes is the perfect way to celebrate your team and colleagues. Get in touch at info@palettegiftbox.co.uk to discuss options.




What will my payment appear as on my card or paypal statement?


All payments made on the Palette website should appear on the your card statement under "palettegiftbox.co.uk". Most banks display financial information consistently and in-line with the statement descriptor provided by Wix Payments. Some may display it incorrectly or not at all. Unfortunately, Wix Payments has no control of how banks choose to display financial information.





ROSES

Which flowers will come in my palette gift box?


Every palette gift box will include several stems of our luxury roses. Roses come in the prettiest varieties and shades of blush/ nude/ pink/ apricot depending on what’s the most beautiful each week. Wherever possible, we will try to buy blousy, garden rose type varieties, as these are our personal favourite. During the winter months, the variety of roses available is not as broad as in the warmer months. This isn’t to say their quality or beauty is any less.




How long should my blooms last?


To make the most of your beautiful roses please follow our flower care steps, which can be found on our website. Each gift box is also sent out with rose care instructions to help you look after them. Roses which have been cared for properly should last 5 days or even more. Please be aware there are many variants (hot summer days/ central heating etc) which can affect the lifespan of a rose which makes it impossible to predict a set length of time.




What should I do with my roses when they arrive?


In order to get the best from your roses, it’s important to condition them as soon as you can. Please follow our flower care instructions thoroughly to ensure maximum life of your roses. These can be found on the OUR ROSES page. Each gift box will also include rose care instructions to help you look after them. Your roses have travelled in special transportation gel, don’t worry if they look a bit droopy at first, they are just thirsty - after cutting, put them in clean, lukewarm water and add the flower food provided. They will perk up really quickly!




When will my roses fully bloom?


Your roses have travelled in special transportation gel, don’t worry if they look a bit droopy at first, they are just thirsty - after cutting, put them in clean, lukewarm water and add the flower food provided. They will perk up really quickly! Don’t worry if your roses arrive with the outer petals looking tired and creased - these are just the ‘guard’ petals and are designed to protect the perfect inner petals - leaving them on, helps protect the main rose whilst travelling to you. Remove them to discover the unblemished inner petals and to allow the rose to open fully and bloom over the next few days. Roses, like people, are not flawless - they have travelled on quite a journey, often from Africa or Ecuador all the way to you. It is completely natural there might be little imperfections but this does not mean they will be any less beautiful as they bloom. The different varieties of roses mean that some open up as they bloom as some will remain fairly closed during their lifespan. We take every care possible from the moment they arrive with us to getting them to you, but please understand there might always be slight markings.





DELIVERY

Where do you deliver?


At the moment we can deliver to addresses across mainland UK excluding the Highlands & Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly. PLEASE NOTE: Zone C postcodes include a select number of postcodes in Scotland: KW, IV, AB, DD, PH, KY, PA, and ML. We can deliver to Zone C postcodes however there will be a delivery charge of £9. Please select the appropriate shipping option at checkout. If you'd like to treat someone to a palette gift box who lives somewhere we do not deliver to at present, please email us at info@palettegiftbox.co.uk to see if we might be able to help!




I need my palette gift box to arrive on a specific date, can I choose the day it is delivered?


While we can't guarantee delivery on a specific day, you are welcome to email us at info@palettegiftbox.co.uk along with your order number to request a preferred delivery date (it must be 4 or more days after your order date). We will always endeavour to fulfil your request, but please be aware we cannot guarantee. Please keep in mind our delivery time frame of 4 working days. We do not deliver on Weekends or Mondays. Please note: It is the obligation of the customer to ensure the recipient's delivery address is correct. Failure to provide the correct delivery details may result in incorrectly delivered or undelivered goods.




I've sent a palette gift box to someone special, when will they recieve it?


The processing and delivery of our gift boxes takes up to 4 working days from ordering, subject to our rose stock that day. There are no deliveries available on Weekends or Mondays and deliveries will be carried out by DHL Next Day Delivery service. Please note: It is the obligation of the customer to ensure the recipient's delivery address is correct. Failure to provide the correct delivery details may result in incorrectly delivered or undelivered goods.




How much is delivery?


The cost of delivery is included in the price of the gift box for all UK deliveries excluding Zone C Scotland postcodes, the Highlands & Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly. Zone C postcodes include a select number of postcodes in Scotland: KW, IV, AB, DD, PH, KY, PA, and ML. Please note we can deliver to Zone C postcodes however there will be a delivery charge of £9. Please select the appropriate shipping option at checkout.




Do you deliver to office addresses, school addresses, concierge desks etc?


Please be aware that we cannot be responsible for orders left with the reception desk after they are delivered. A valid contact number must be provided when placing an order, in order that the courier/driver can contact the recipient if required. In the event the recipient does not answer the call, the delivery will automatically be left in a safe place or, if available, at the reception or concierge desk.




Why do I have to provide a contact number when placing an order?


Valid contact details (a phone number and email address) must be provided when placing an order with us, in order that the courier/driver can contact the reciepent if requried, eg if there is an issue with finding the address/ property. Unfortunately we can accept no liability arising out of failure to contact a customer, where the contact details were not supplied, invalid or incorrect.





PRODUCTS

Is my palette gift box suitable for vegans?


A lot of our products in our gift boxes are suitable for vegans and are cruetly free. If you require further information on certain products please do contact us at info@palettegiftbox.co.uk Candy Kittens sweetie jars are suitable for vegans.




Which products come in my palette gift box?


We have carefully selected a range of high quality, beautiful products that we would love to receive from brands you might not have yet tried. Take a look in the product info section to find out what's inside each palette box. Currently the brands we use for our gifts are; Narloa Wildsource Bitesize Bakehouse Tom Lane Candy Kittens The Muses London





PALETTE PERKS

What is Palette Perks?


Palette Perks is our loyalty programme that rewards you based on how much you shop with us. You can earn points to redeem for money off future orders. It's great way to save if you buy multiple gifts for people throughout the year and it is a completely free programme to join. It's our way of saying 'Thank you' for supporting our small business! Please note: our Palette Perks programme is only valid on personal purchases. For corporate and group gifting we offer a separate discount scheme.




How do I join Palette Perks?


All you have to do is create an account. It is completely free to join and there is no minimum spending amount required - you start earning points on your very first order.




Can I combine my points over multiple accounts?


Please use a single email address for your orders with Palette Gift Box - we cannot combine points across different accounts. Please note: our Palette Perks programme is only valid on personal purchases. For corporate and group gifting we offer a separate discount scheme.




Will my previous spend/orders be counted?


We launched our Palette Perks loyalty programme in April 2021 and thus any orders^ placed in April 2021 onwards only will qualify for the loyalty programme's points system.
^ Orders are identified as those made through www.palettegiftbox.co.uk while logged into My Account. For questions, please email info@palettegiftbox.co.uk.




How do I earn points through Palette Perks?


For every £1 you spend on www.palettegiftbox.co.uk, (after promotional offers and shipping charges are applied), when you checkout with the email address that is registered to your account, you will earn 1 point. When you earn 100 points you can redeem your unique code to use at check out for £25 off your next order. This coupon code cannot be used in conjunction with another coupon code or on Corporate or Large Group gifting orders. For questions, please email info@palettegiftbox.co.uk.




Can I use another coupon code in addition to redeeming my Palette Perks points on the same order?


When you earn 100 points you can redeem your unique code to use at check out for £25 off your next order. This coupon code cannot be used in conjunction with another coupon code or on Corporate or Large Group gifting orders.




How do I redeem my Palette Perks points?


To turn points into a reward, log into your account, then click on the Palette Perks launcher to open the rewards panel. Next, click on All rewards. Once you reach 100 points, there will be a Redeem button. Upon clicking redeem, you will be taken to a page that shows the coupon code with a button to Apply Code which will automatically apply that coupon code to the checkout. Please note: Once you have redeemed your points for a reward, the reward will remain in your account until you decide to use it on a purchase. Points are not automatically returned to an account if a reward is redeemed and not used. This coupon code cannot be used in conjunction with another coupon code or on Corporate or Large Group gifting orders.