Our 100% satisfaction guarantee only applies to the products and aspects of our service that we (or our fulfillment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital).
A summary of our resolution policy is shown below:
- In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.
- If we are unable to fulfill your order, we will refund you in full.
- If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.
Flower Delivery Hong Kong Limited aim to be the best supplier of floral products. If you are unhappy with your purchase then please notify us within 24 hours of receipt and we will attempt to remedy the situation as soon as is practically possible. All our products are hand delivered, different time slots are available as a preference, unless stated otherwise, the actual time of delivery cannot be guaranteed. We deliver to most, but not all, parts of Hong Kong. Our standard rate of delivery is automatically added at checkout depending on the delivery area selected. If the delivery area is not listed, a delivery surcharge, if any, must be paid in full prior to delivery. In cases where the wrong delivery area is selected, and the actual delivery rate is more than the selected delivery rate, a surcharge will be applied and must be paid in full prior to delivery. In cases where the actual delivery rate is less than the selected delivery rate, a refund of the difference will be given.
In the event that your flowers are not received, please contact us within 24 hours after the expected delivery date and we can then replace your flowers as soon as is practically possible. Please make sure that the recipient will be at the address for sometime after the expected delivery date as if the recipient no longer stays or resides at the address where delivery has failed we will not be able to refund on the basis that the recipient is no longer there though we will be able to re-send the flowers as part of our guarantee.
In the case of failed deliveries we do not refund orders unless there has been an error in the order process or that a duplicate order has been placed. We do not refund orders once the order has been accepted and is within 24 hours, nor do we refund based on late or failed deliveries but we guarantee, if the address is correct, to re-send any product as soon as practicably possible. If we do refund a cancelled order we reserve the right to charge a refund fee of 5% to cover our merchant and administration costs. We reserve the right to charge a refund fee of 50% for orders cancelled within 24 hours of the specified delivery date.
If a floral delivery is refused by the recipient for any reason then Flower Delivery Hong Kong Limited will not be liable to refund or replace the item. Flower Delivery Hong Kong Limited will, however, try to resolve the matter with the person who ordered the flowers. The contract of sale is between Flower Delivery Hong Kong Limited and the customer who ordered the flowers. Flower Delivery Hong Kong Limited will not enter into any discussions regarding this unlikely sequence of events unless written correspondence is received.
Flower Delivery Hong Kong Limited does not deliver to flowers to PO Box numbers and cannot deliver to incomplete addresses. Flower Delivery Hong Kong Limited cannot be held liable for incorrect recipient's addresses. Please make sure that all addresses are complete and correct.
Whilst every effort is made to make deliveries when requested, Flower Delivery Hong Kong Limited cannot be held responsible for delayed deliveries due to factors such as during adverse weather conditions and factors within and beyond our control and will endeavour to deliver either before or after dates requested or as soon as is practicably possible.
In the event of the recipient not being at the address at the time of delivery, the delivery driver will endeavour to find a close neighbour, or building security, to accept the flowers and inform the intended recipient as to the location. On occasion, the flowers will be left in a secure area at the address. In the event where our delivery driver has to deliver the flowers to a location other than the specified delivery address, or the flowers needs to returned to our store and re-delivered, a surcharge may be applied.
As fresh flowers are a living product there are occasions that a particular flower may be unavailable. Whilst every effort is made to source the product sometimes we are physically unable to use a particular flower. Flower Delivery Hong Kong Limited reserves the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant, we will try to contact you via email. Please note that foliage and sundries (including vases) may be substituted without notice.
Occasionally, we present various offers and special sale pricing, to meet the varying needs and interests of our valued customers. Please note that individual offers may not be used in conjunction with other offers, and offers may not be applied to prior purchases.
Due to fluctuation of wholesale prices leading up to Valentine's Day, prices indicated on this website are not applicable for deliveries on February 7th till 14th February.
All credit/debit card payments are subject to automated validation checks by the paypal payment services and authorisation by the card issuer with information collected via the respective secure online payment systems. If the issuer of your credit/debit card does not authorise payment to us, we will not be liable for any delay or non-delivery.
Bitcoin Refund Policy
Your refund will be issued in Bitcoin for the HKD value of your purchase, less any applicable fees, including any cancellation fees. Your refund will be converted from HKD to Bitcoin based on an exchange rate set by our payment processor at the time you initiate the refund. You acknowledge that if the value of Bitcoin against HKD has risen since the time of your purchase, you will receive less Bitcoin than you paid at the time of purchase.
By using this website you do so at your own risk and neither Flower Delivery Hong Kong Limited or any associated companies; parent or subsidiary, any of its associates, employees or partners are responsible for any error, accident, hurt feelings or misfortune that should result or be incurred by such usage and or purchase or receipt or care of products, nor is the reliability, functionality or software guaranteed.
The management reserves the right to refuse service to anyone without giving any reason.