Do I need to register before placing an order?
You are not obliged to register before placing an order. In other words, you can check out with a customer account or as a guest.
How do I register?
Click “Log in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.
What if I forget my login password?
Click the “Reset your password” at the Log in page, fill in your email then we’ll send a new password to your email.
How can I change my account password?
You can change your password after you login your account.
How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” at the bottom of every received newsletter email.
Ordering & Payment
Can I remove item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.
What happens if my item is out of stock?
For our popular item, it might go out of stock quickly. We will try our best to ensure the items displaying on our site will be available to our customers.
The out-of-stock items will be automatically refunded once your order is processed.
Can you custom make the item(s)?
Sorry that we don't provide custom-made service at this time.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change those information for you if the order is not shipped out. Therefore , please be more careful to place the order. If there are changes, contact us via email@example.com.
What kind of secure payment methods do you accept?
We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards and any other payment methods that PayPal supports to complete your order on our website.
How do you secure my payment information?
We do not process any of your payment information. All payment related matters on petalruna.com are handled by PayPal.
Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item.
How can I choose the right size?
Please check the detailed measurements in the product description. Sizes of different items differ.
What is free size?
It means there is only one size available for the item. Generally a Medium size fits the majority of customers. It is suggested to check the product details to see the detailed measurements.
Shipping & Delivery
What countries do you ship to?
Now we ship to over 10 countries: United States, United Kingdom, Australia, Germany, France, Canada, Italy, Poland, Mexico and so on. You can find out the detailed countries in the drop-down list of the Country section when you edit shipping address in your account.
Does petalruna.com ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination, if you would like to send your purchases to multiple addresses.
How much is the shipping fees?
It depends on weight and distance. And you can see the exact fees when choosing the shipping method.
Is there any additional fee or tax?
For most of the countries, our customers do not need to pay for importing fee, duties or VAT (Valued Additional Tax). However for some European countries, our customers may need to pay the duties or VAT according to your countries’ levying rules.
Does UPS/DHL require a signature on delivery?
DHL requires signature of receiver, while UPS usually drops package at your yard/front door/porch when your are not home to receive the package.
Do you ship to PO BOXes and APO/FPO/AFP military addresses?
We can only ship to those addresses by standard shipping. If you want to receive the item(s) by expedited shipping, please provide a physical address.
What is the delivery time?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our normal delivery time is 3-7 business days of preparing the orders and plus 10-20 business days of standard shipping.
Can you pack my order as a gift?
Sorry we do not provide this service now.
Return & Exchange
What is your return policy?
Online shopping made through petalruna.com can be returned or exchanged within 15 days from the delivered date.
Return and Exchange Policy:
- Items can be returned or exchanged within 15 days from the delivered date.
- Items received should be unused, undamaged and in original package with original labels.
- Return shipping fee is paid by the buyer.
-Final sale products, swimwear, lingerie, accessories are not eligible for return or exchange.
How can I return or exchange an order?
Step 1: Please email our customer service representatives at firstname.lastname@example.org to request the exchange/return.
Step 2: After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.
Step 3: You will receive refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange. FYI: It will take longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is credit card.
If you have any further questions, feel free to email us at email@example.com.
How soon will I receive a refund for my return?
We will process the refund within a week after receiving your return package.
This Privacy Statement explains how Petalruna.com collects, uses, and discloses your personal information in connection with its operation of the Petalruna platform.
What information do we collect?
Personal information is information that can be used to directly or indirectly identify you. Personal information also includes anonymous information that is linked to information that can be used to directly or indirectly identify you. Personal information does not include information that has been irreversibly anonymized or aggregated so that it can no longer enable us, whether in combination with other information or otherwise, to identify you.
We will only collect and use personal information which is necessary to comply with our legal obligations and to assist us to administer our business and provide you with the services you request.
We collect information from you when you register on our site, place an order, subscribe to our newsletter or respond to a survey.
When ordering or registering on our site, as appropriate, you may be asked to enter the following information: your name, e-mail address, mailing address, and phone number. You may, however, also visit our site anonymously.
What do we use your information for?
We use the information you provide to us for the specific purposes for which you provide the information, as stated at the time of collection, and as otherwise permitted by law. The information we collect from you may be used in the following ways:
● To personalize your experience (your information helps us to better respond to your individual needs)
● To improve our website and your shopping experience (we continually strive to improve our website offerings based on the information and feedback we receive from you)
● To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
● To process transactions including executing your payments and delivering the purchased products or services requested. To administer a contest, special promotion, survey, activity or other site feature
● To send periodic emails. The email address you provide for order processing may be used to send you important information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Legal Basis for the Processing of Personal Information
If you are located in the European Economic Area (“EEA”), our processing of your personal information will be based on the following: To the extent that we obtain your consent for the processing of your personal information such processing will be justified pursuant to Article 6(1) lit. (a) of the General Data Protection Regulation (EU) 2016/679 (“GDPR”). If the processing of your personal information is necessary for the performance of a contract between you and us or for taking pre-contractual steps upon your request, such processing will be based on GDPR Article 6(1) lit. (b). Where the processing is necessary for us to comply with a legal obligation, we will process your personal information on basis of GDPR Article 6(1) lit. (c), and where the processing is necessary for the purposes of our legitimate interests, such processing will be made in accordance with GDPR Article 6(1) lit. (f).
Please note that where you have given your consent to the processing of your personal information you may withdraw your consent, for example by sending an e-mail to firstname.lastname@example.org at any time which withdrawal will not affect the lawfulness of any processing previously made on basis of your consent.
We take reasonable steps to ensure that your personal information is accurate, complete, and up to date. You have the right to access, correct, or delete the personal information that we collect. You are also entitled to restrict or object, at any time, to the further processing of your personal information. You have the right to receive your personal information in a structured and standard format and, where technically feasible, the right to have your personal information transmitted directly to a third party. You may lodge a complaint with the competent data protection authority regarding the processing of your personal information.
To protect the privacy and the security of your personal information, we may request information from you to enable us to confirm your identity and right to access such information, as well as to search for and provide you with the personal information we maintain. There are instances where applicable laws or regulatory requirements allow or require us to refuse to provide or delete some or all of the personal information that we maintain.
You may send us an e-mail to help@Petalruna.com to exercise your rights. We will respond to your request in a reasonable timeframe. We will take all reasonable steps to ensure that your personal data is correct and up to date.
How do we protect your information?
You are responsible for your own username and password safety and security on Petalruna.com. We recommend choosing a strong password and changing it frequently. Please do not use the same login details (email and password) across multiple websites.
That said, we do implement a variety of security measures including offering the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.
Our servers and website are security scanned and fully verified externally by McAfee Secure from Symantec on a daily basis to protect you online.
Yes. Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you have allowed it via your settings). This enables the sites or service providers systems to recognize your browser and capture and remember certain information.
On some pages of our website, third parties that provide applications through our website may set their own cookies in order to provide services, track the success of their applications or customize applications for you. For example, when you share content using a social media sharing button such as Facebook or Twitter, the social network that has created the button will record that you have done this. Because of how cookies work, we cannot access these cookies nor can the third parties access the data in cookies used by us.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders by contacting Customer Service at email@example.com.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personal information. This does not include trusted third parties who assist us in operating our website, conducting our business, executing payments, delivering purchased products or services, sending you information or updates or otherwise servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
How long do we retain your information?
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We, therefore, have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Terms and Conditions
Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website at Terms and Conditions.
If you would like to exercise one of your rights as set out above, or if you have a question or a complaint about this policy, the way your personal information is processed, please contact us via e-mail: firstname.lastname@example.org.