Frequently asked questions

Who can buy from Penelope's Trade?

We are trade only. Florists, event teams and other business buyers need an approved trade account. This is not a retail shop.

How do I get a trade account?

Use Request an account on the Account page. We review each request and email you when you can sign in.

When will my flowers arrive?

You choose the delivery date in the cart. The calendar shows available dates only. Order before 7am for the earliest slots. See our Delivery policy.

How do I pay?

Payment is taken in full at checkout through Shopify. We do not offer credit accounts, trade credit or deferred payment.

Do I need a Shopify account?

No. You sign in at penelopestrade.co.uk with your Penelope's Trade account. Checkout creates or links a Shopify customer record using your trade email automatically. Your orders appear on Your accountwithout logging in at shopify.com. account.penelopestrade.co.uk is Shopify's optional customer portal only.

Are flowers held in stock?

No. We do not hold flowers in a fridge. Everything is fresh from Holland auctions, ordered for you when you place your order.

What is FreshProof?

FreshProof is our mandatory system for reporting damage, shortage or wrong items on fresh flowers. When your order is dispatched you receive a separate FreshProof email with a unique link for that delivery. Complete your report within 24 hours of delivery with clear photographs. We receive your damage report automatically.

What if something arrives damaged?

Inspect on arrival. Use FreshProof within 24 hours. Do not cut or condition flowers until FreshProof is complete. See our Returns, damages and FreshProof policy for wholesale tolerance and what counts as damage. Where a complaint is accepted, the remedy is Store Credit on your trade account.

Is there a minimum pack size?

Many stems are sold by the pack with a minimum pack size shown on each product. Quantity steps match that minimum.