FAQS

General

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

Yes! Each palette gift box includes a complimentary handwritten gift note. There's a space at checkout to add a special message to your chosen box, before you checkout.

Can I order more than one Palette gift box?

You can multiple gift boxes 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.

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. We are continuing to work on sourcing suitable wrapping that can is both beautiful and 100% recyclable - we hope we will be able to update you on this soon!

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 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.

How will the payment for my order appear on my 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 Shopify. Some may display it incorrectly or not at all. Unfortunately, Shopify has no control of how banks choose to display financial information.

Still have questions?

Get in touch with us at info@palettegiftbox.co.uk

Delivery

How much is delivery?

 

Processing and delivery takes between 1-4 working days, subject to our rose stock that day, for all orders to Mainland UK. 

Orders placed from Thursday - Monday, will be dispatched on Tuesday.

We dispatch orders on Tuesdays, Wednesdays and Thursdays. We dispatch all our gift boxes via a DHL Next Day Delivery service. 

This DHL service is 95% guaranteed to arrive on the next day after dispatch. However, due to factors outside our control, there is a small chance that delivery may arrive a day later than expected. 

Please review our FAQs and Shipping Policy below for further details. 

 

Delivery rates: 

 

Price

Delivery Time

Courier Service

Standard Delivery

£5

Wednesday - Friday

The delivery will be made anytime between 8am - 8pm

DHL Next Day

AM Delivery

£8

Wednesday - Friday

Delivered before 1pm

DHL Next Day Pre 12

Saturday Delivery

£8

Delivered Saturday

DHL Saturday

Zone C Delivery 

Postcodes: KW, IV, AB, PH, PA

£14

Wednesday - Friday

The delivery will be made anytime between 8am - 8pm

DHL Next Day

 

 

 
SHIPPING POLICY

  • Processing and delivery takes between 1-4 working days, subject to our rose stock that day.
  • We dispatch all our gift boxes via a DHL Next Day Delivery service. 
  • This DHL service is 95% guaranteed to arrive on the next day after dispatch. However, due to factors outside our control, there is a small chance that delivery may arrive a day later than expected. 
  • Please review our Delivery FAQs and Shipping Policy for further details. 
  • The processing and delivery of our gift boxes takes up to 4 working days from ordering, subject to our rose stock that day.
  • If you are sending a Palette gift box for a special occasion or you would like it to be delivered on a specific date please email us at info@palettegiftbox.co.uk along with your order number and we will endeavour to meet your request. We will always do our best to send your order on your preferred date, although we cannot guarantee.  If we can accommodate your requested date, we highly recommend you upgrade your delivery option to our AM delivery service which costs £8 and ensures it will be sent via a DHL next working day Pre 12 service. This option can be selected at checkout. Please be aware we need a minimum of 4 working days notice for all requests. 
  • There are no deliveries available on Weekends or Mondays. 
  • Deliveries will be carried out by DHL Next Day Delivery service. This DHL service is 95% guaranteed to arrive on the next day after dispatch. However, due to factors outside our control, there is a small chance that delivery may arrive a day later than expected. 
  • Please note: It is the obligation of the customer to ensure the recipient's delivery address is correct AND a valid contact number is provided for each order.If the delivery driver is unable to gain access or an answer at the delivery address please be aware this may result in the consignment being returned to the DHL delivery depot. It is then the customer's responsibility to arrange collection. Failure to provide the correct delivery details or contact details may result in incorrectly delivered or undelivered goods, which Palette would not be responsible for.
  • Please be aware, during peak times, such as Christmas, and with ongoing restrictions as a result of the global pandemic, DHL are experiencing slighter longer than normal delivery timeframes.
  • Once your gift box has been dispatched you will receive a shipping confirmation email which will include a tracking number for your gift box. Wherever possible, and in the majority of cases, we expect your delivery to arrive Next Day, after dispatch.
  • The cost of standard delivery is £5 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, PH, PA. Please note we can deliver to Zone C postcodes however there will be a delivery charge of £14. Please select the appropriate shipping option at checkout.

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, PH, PA. Please note we can deliver to Zone C postcodes however there will be a delivery charge of £14. 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! 

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

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 need to provide a phone number at checkout?

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.

I need my Palette gift box to arrive on a specific date, can I choose the date 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. 

Roses

Can I send someone just roses without a gift box?

You can! Check out our 'Simple Roses' page to send stems of luxury roses on their own.

You can chose to send 9 or 12 stems of roses. They will be wrapped beautifully and presented in our Palette gift box.

Don't forget to add a gift message at checkout so they know who has treated them to the stunning blooms!

Which flowers will come in my Palette gift box.

Every palette gift box will include several stems of our luxury roses.

Our 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 roses last?

To make the most of your beautiful roses please follow our flower care steps, which can be found on the 'Our Roses' page 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.