Flowers Delivery SingaporeFlowers Delivery Singapore

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Customer Service

1. Products

1.1 Flowers Delivery reserves the right to change all or some of the contents or packaging for all requested floral arrangements or gifts to provide an item of equal or greater value without notice. All products are subject to availability.

1.2 Products may be delivered in bud to ensure longer life.

1.3 In the event that we are unable to supply the Flowers Delivery product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 30 days after the intended delivery date.

2. Prices

2.1 Prices all include GST charged at 7%

2.2 Prices displayed are inclusive of Free delivery.

2.3 All our prices are in Singapore Dollars and currency is converted by the card issuer. Flowers Delivery cannot be held responsible for any fluctuations in currency or loss as a result.

3. Orders

3.1 In order for us to deliver your requested gifts on the date specified, we require complete, accurate details of the recipient, including a recognizable recipient name, address details, postcode and contact telephone number(s)

3.2 Your order will only be processed if full payment details are given. We accept payment by all major credit cards, including Visa and Mastercard.

3.3 If you are experiencing any problems processing your order / credit or debit card, please call our Help Line on (65) 6766 7103.

3.4 Once we receive your order we will automatically send you an email confirming your order details. This e-mail shall be directed to the email address you supplied us upon registration / order placement.

3.5 You will be issued an order reference number for any future correspondence.

3.6 Orders for alcohol products cannot be accepted from customers or be delivered to any recipient under the age of 18 years.

3.7 By clicking the ‘Proceed to Checkout’ button on the shopping cart, you are consenting to be bound by our Terms and Conditions.

3.8 Product & Delivery are the two main elements of your order. Should we fail to complete either of these elements, we are at liberty to reimburse or compensate for the failed element, based upon a decision by Flowers Delivery.

3.9 Incorrect details provided may lead to problems or delays, so before placing your order, please ensure that you have included the full correct address details, including accurate postcode of the intended recipient and your day time contact telephone number or mobile number and your e-mail address. No refund will be given if the delivery could not be done due to incorrect address or contact number of recipient given by the customer.

3.10 Flowers Delivery online discount voucher codes can only be used against purchases made from the Flowers Delivery website.

3.11 Discount voucher codes must be entered at the point of placing your order on flowersdelivery.sg website within the discount box provided on the checkout page.

3.12 Voucher codes cannot be exchanged for a cash alternative

3.13 We cannot be held responsible for non-availability of the Flowers Delivery website which may prevent use of Voucher codes.

3.14 Changes to these terms and conditions may from time to time be made, the latest terms and conditions will be displayed on the flowersdelivery.sg website.

4. Delivery

4.1 All purchases of our products are inclusive of Free Delivery. In urgent cases, customers can pay additional S$50 for Express Delivery (Guaranteed Delivery within 3 hours of order confirmation).

4.1.1. Free Delivery

Delivery Services Delivery Time Charges Cut-off Time
Monday - Saturday 9am – 1pm Free 5am same day
1pm - 5pm Free 10am same day
5pm – 9pm
(Non-office address only)
Free 3pm same day
Sunday and Public Holiday 9am – 1pm Free 5am same day

4.1.2 Express Delivery (Guaranteed Delivery within 3 hours of order confirmation)

Delivery Services Delivery Time Charges Order Time
Monday - Saturday 11am – 7pm S$50 8am - 4pm
Sunday and Public Holiday 11am – 1pm S$50 8am - 10am

4.2 Customers who request delivery in a remote or controlled area will be advised prior to any delivery taking place of any additional delivery charges.

Additional S$20 delivery surcharge for delivery to the following locations
All PSA Ports, Sentosa, Military Camps, Airports, Jurong Island, Airport Cargo Complex
(Airline Road, Airport Boulevard, Allanbrooke Road, Alps Avenue, Artillery Avenue, Ayer Chawan place, Ayer Merbau Road, Banyan Avenue/Road/Place/View/ Crescent, Beach View, Camp, Cove Drive/Way/Grove, Garden Avenue, Gateway Avenue, Imbiah Hill/Walk/Road, Lakeshore View, Maritime Avenue 1, Merlimau Place, Ocean Cove/Drive/Way, Ocean Drive, One Degree15, Sakra Place/Avenue/Road, Serapong Hill Road, Seraya Avenue/Road, Silosa Beach Walk, Silosa Road, Tanjong Beach Walk, Tembusu Avenue/Road, Woolwich Road)

4.3 Delivery to certain locations where a third party recipient is involved, such as hospitals, airports, hotels and ships, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient. Please note that some hospitals do not accept flowers for patients, and we cannot be responsible for deliveries turned away.

4.4 In the instance of there being difficulties in delivering your order to the intended recipient we reserve the right to contact the recipient using the contact details you provide on the order form.

5. Order Tracing

5.1 Delivery confirmation email shall be sent to you to confirm the successful completion of your delivery.

6. Cancellation Policy

6.1 For any reason, Customer can cancel his/her order. However, orders cannot be cancelled after it has been sent out for delivery or prepared for delivery.

6.2 Refund and cancellation charges.

6.2.1 Order cancelled before 2 working days from the date of delivery. Refund Amount: 80% of order value. Cancellation Charges: 20% of order amount.

6.2.2 Order cancelled before 1 working day from the date of delivery. Refund Amount: 50% of order value. Cancellation Charges: 50% of order amount.

6.2.3 Order cancelled on the date of delivery. Refund Amount: 0% of order value. Cancellation Charges: 100% of order amount.

6.2 Where the customer exercises their right to cancel, we will return their money to their account within 30 days of cancellation.

6.3 To amend or cancel your order, please email the Flowers Delivery Customer Service Team at flower@flowersdelivery.sg.

7. Statutory Rights

7.1 Flowers Delivery are fully committed to providing you with the best possible floral and gift delivery service. If you are not satisfied in anyway with the service that you have received please let us know via our customer services department (see section 10 below) and your complaint will be investigated.

7.2 If we are satisfied that your complaint is genuine, a suitable replacement or refund may be given. This does not affect your statutory rights as a consumer.

8. Disclaimer

8.1 Whilst we agree to use our reasonable endeavours to ensure that the Flowers Delivery Website is fully operational and error-free, we cannot guarantee that this will always be the case. We therefore accept no responsibility or liability for any defects or interruption of our service.

8.2 We shall be released from our obligations under these Terms and Conditions in light of any event beyond our reasonable control, (i.e.: acts of god, civil commotion, riot, flood, fire, drought) which renders the provision of the Flowers Delivery Site and/or the Flowers Delivery Service impossible or impractical.

8.3 We exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Flowers Delivery Website , whether arising in contract, tort (including negligence), under statute or otherwise provided that nothing contained in these Terms and Conditions affects or will affect you or the recipient's statutory rights in relation to the quality, fitness or description of the Flowers Delivery Products supplied.

9. Privacy Policy

9.1 Flowers Delivery will never share our customers confidential personal information with any third parties without prior consent from the customer.

9.2 For all our transactions we employ the most current Internet security methods and technologies to ensure your details are totally secure. We password protect and use encryption techniques and install firewalls where appropriate.

9.3 While we strive to protect your personal information, no system can be 100% guaranteed. We cannot ensure or warrant the security of any information that you transmit to us.

9.4 Once we receive your information, we use our best efforts to ensure its security on our systems. If you would like to contact us regarding matters of privacy, please send an email to: flower@flowersdelivery.sg

9.5 For your security, our payment details page is protected using an encrypted secure server..

9.6 Flowers Delivery does not store any customer’s payment details or records.

9.7 When Flowers Delivery accepts your order will your credit card be authorised and debited accordingly. Details will be sent on your order confirmation shortly after you have placed your order.

9.8 You will receive confirmation of your order by email with your unique purchase reference, soon after placing your order this will be required for any future correspondence.

10. Customer Service

10.1 Our complaint procedure is available online by using the contact us form. It is easy to use and confidential.

10.2 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days.

10.3 Because of the perishable nature of Flowers Delivery Products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, do make any complaint within 24 hours from the time of delivery.

10.4 Should you be in any way dissatisfied with the Flowers Delivery service, all complaints should be addressed to:

10.5 Re-Delivery due to wrong address or non availability of Recipient. A $10 surcharge will be added for re-delivery. Cakes will not be replaced during re-delivery.

10.6 For Deliveries on during peak festive seasons like New Year, Chinese New Year Eve, Valentine's Day, Mother's Day & Christmas. Please place your orders at least 2 days in advance to avoid disappointment.

10.7 Re-delivery on same day to same or new address will be done after receiving $10.00 as redelivery charge from the customer. This happens when the recipient is not available at the time of delivery and unreachable through phone.

10.8 Perishable items like Cakes will be taken out from the other items in the order as they are not advisable to keep for long hours. If customer wishes to replace with new cake, he/she will be charged for the cake. Delivery is confirmed only after the payment accepted.

10.9 Re-Delivery after 1 working day will be done only after receiving 80% of order value as flowers has to be replaced with new fresh flowers. If plush toys or Wines or other gifts (Excluding Cakes) are included in the order then 60% of the order value will be charged.

By post
Customer Service Department
Flowers Delivery
#53 Sungei Tengah Road
Singapore 698998

By phone
(65) 6766 7103
Lines are open during office hours

By email
flower@flowersdelivery.sg

11. General

11.1 We reserve the right to supplement and amend the Terms and Conditions. It is your responsibility as a customer to review the Terms and Conditions on each occasion you access Flowers Delivery Site. Changes will be effective 24 hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.

11.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Flowers Delivery Site for any reason at any time.

11.3 Your purchase will be deemed to have occurred in the Singapore. These Terms and Conditions shall be governed by and construed in accordance with Singapore Law and the parties agree to submit to the exclusive jurisdiction of the Singapore courts.

 

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