By placing an order with flora.sg on the website or when calling our customer services team, you are agreeing to the following terms and conditions:
Making Changes to your order
flora.sg will try our very best to make any last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 1 day before delivery.
Cancellations must be made at least 24 hours in advance and will be subjected to a 10% surchage. Otherwise, a 50% cancellation charge is applicable. For orders where delivery has been attempted, the full price applies. For cancellations of orders during festive seasons such as Chinese New Year, Christmas, Valentine's Day and Mothers Day, we require at least 2 working days notice.
To cancel your order, you may call our flora.sg hotline at (+65) 6348 8783 or e-mail us at firstname.lastname@example.org, citing your order number and contact details as reference. All email cancellations will only be valid with the reply from flora.sg.
Delivery and delivery-related problems
We provide free local delivery in all areas except for the following areas where we will charge an additional of $32.10 for delivery.
1. All Army Camps & High Security Areas
2. All PSA Ports
3. Jurong Island
4. Changi Airport Cargo Complex
5. Sentosa Island
6. All Other Restricted Areas
It is important that the recipient address and contact number you provide is accurate and that you give any additional instructions to help our drivers locate difficult-to-find addresses.
In the event that we are not able to deliver your order due to...
(a) Incorrect address or the recipient no longer lives at the delivery address
Please note that we may not receive information from our driver regarding a failed delivery for some time after its occurrence but we will try to notify you on your order status asap.
At the time of order placement, we insist that you check the recipient address is valid. If we are unable to deliver owing to an incorrect address, we reserve the right to charge you a redelivery charge of $32.10 (or up to the full order value of the original order) for delivery of fresh flowers to the correct address.
(b) The recipient not being in at the time of delivery
If the recipient is not available when we attempt delivery, we will:
(i)Contact the recipient directly (unless you request that we do not do this) to advise on the next time of convenience to re-deliver the gift if you have provided us with a valid recipient number.
(ii) Attempt to leave the order with a neighbor (if we feel this is appropriate and unless you request that we do not do this) - our driver will try to leave the order with a neighbor if possible and leave a card at the recipient's address. The card will be our proof of delivery.
If our drivers are unable to deliver the flowers, hampers or gifts using one of the options above, as soon as they inform us of the problem, we will contact you via phone or through email (if we are unable to get you on the phone) to inform you of the problem.
Hospital delivery issues
Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.
It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name. It is also useful for you to check that the hospital/ward accepts cut flowers, as we are not responsible for refunds in the event that the hospital refuses to 'receive' the flowers.
In the event that delivery to the recipient is not possible (for example, if they can't be located, or have been discharged from the hospital), we reserve the right to charge an additional production and delivery charge (of up to the full order value of the original order) for the delivery of fresh flowers to an alternate address. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to charge deduct a cancellation fee from the refund value.
University-related delivery issues
Due to the size of university campuses, it can often be difficult to locate recipients at universities. We may not be able to deliver to recipients themselves and may have to leave it at the reception or staff room area. Please ensure that you include enough information for the reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities, as we have no control of the delivery once it reaches the reception.
Other business address delivery issues
In the event that our delivery between 9.00a.m and 6.00p.m. fails owing to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent redelivery. If you decide to cancel the order instead of arranging a redelivery, we reserve the right to deduct a cancellation fee from the refund value.
Occasionally when we try to deliver to the recipient address, the flowers may be refused and our driver is not given any reason for the refusal. We can accept no responsibility for this refusal or any costs incurred related to re-delivery to an alternate address. But we can redeliver the gift to a different address or recipient at the shortest time possible.
Flower availability and substitution
While FLORA.SG guarantee the delivery of a fresh, beautiful bouquet every time, substitutions may be necessary on occasion due to the seasonal nature of flowers, and flower condition. In the event of any supply difficulties or if the flowers we have received that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.
Prices are subject to change on festive seasons such as Christmas, Valentine's Day, Chinese New Year etc.
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange for a redelivery of your purchase at the shortest time possible.
At our discretion, from time to time, flora.sg may offer flower arrangements, hampers and gifts at discounted prices. These offers are valid from the time it was introduced and to the end date of the offer. They cannot be used for purchases before the offer introduction date or after the offer ends.
As the special offers are subjected on the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
Customer and recipient personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information.