Substitute Policy and Delivery Times

Substitute Policy

• Occasionally, us and our local florists may not have some items listed in the product description in stock, and substitutions of items of equal or greater value will be necessary to ensure an on-time delivery.
• Should the main flower type in the bouquet have to be replaced, we will attempt to notify you by email; if we are unable to reach you, we will proceed with the substitution to prevent any delay in the delivery of your order. Roses, however, will never be substituted with other flowers without requesting your confirmation first, even if that results in a delayed delivery. At the same time, please note that if we do not hear from you within 12 hours from our first email we will proceed with delivery of your order to avoid further delays. We will substitute them with flowers / wrapping / packing method of the same or greater value.
• if our florist does not have a certain packing box / basket / vase, the delivery will be made with a bouquet or similar packing / wrapping method of equal or grater value. For example, if a box is unavailable, we will replace with a bouquet for rose arrangement or a basket may be replaced with a vase of equal or greater value.
• If our florist does not have a certain add on product (e.g cake or bear), the delivery will be made with an alternative add on gift from the same category of add on gift of equal or greater value. For example, if a bear with a heart is unavailable, we will replace with a larger bear without a heart, or a white bear may be replaced with a brown bear of equal size.
• Our florist may make changes to the colour of the flowers based on freshness, styling and availability at the point of order preparation, but will always maintain the overall shades of the arrangement displayed on the Website.
• We cannot guarantee that the colour shade will perfectly match the one shown in the picture. For instance, a yellow bouquet may be presented in a paler or a deeper shade. The same with pink, and many other coloured flowers, the shade may vary.
• In the event of more extreme colour changes to the main flower type (e.g red roses), we will attempt to contact you to inform you by email. However, if we are unable to reach you, we will proceed with the colour substitution to prevent delays in the order delivery. The only exception comes with a red roses only arrangement, when we will wait for you to get back to us before we proceed.
• All vase types and colours are subject to availability in the recipient’s location. We may substitute vases and wrappings with alternative colours/shapes/styles without warning when unavailable as to ensure there is no delayed delivery. Utmost care is taken to replace with the closest available style and colour to ensure the overall theme of the arrangement is maintained. As with all our flowers and gifts, vases and wrappings are only ever replaced with equal or greater value equivalents.
• Images of gifts and gift baskets on our Website are for illustrative purposes only. The gift contents will meet the specification in the product description / specification, but may look different to the images displayed on our Website. Please note that where a specific brand or item is unavailable we will replace with the closest item available of equal or greater value.

Delivery Times

• We cannot guarantee an exact delivery time or the delivery time slots offered, as this depends on the availability of our logistics team and our local florists. In most cases you will be given the option of choosing between morning, afternoon or evening delivery. If we are unable to deliver within your selected delivery time slot (morning, afternoon, evening) then we will refund any additional fee charged for timed delivery in that time slot (if one has been charged). There will not be a refund of the primary anytime delivery fee and the flat rate delivery charge per order (if applicable) and no other compensation can be provided. Further to this, if a recipient requests delivery outside of the time slot requested by the customer the additional fee for delivery within the requested time slot will not be refunded or compensated.
• Customer can still choose the time slot for delivery even the time slot selection option is still available on the checkout page, for example, you can still choose morning time slot (09:00 - 13:00) for delivery when you place the order at 11:00am, we will try our best for delivery with the selected time slot but depends on the delivery location and our logistics team, if we cannot delivery within your selected time slot, we will deliver your order on the next time slot without any warning but we will inform you once delivered.
• Due to security reasons, some residence / village / office building , we need to confirm with the recipient by phone before delivery else the management office / security guard will not allow for deilvery, this is not under our control but we will try our best to keep it secert to have suprise to recipient. We will delivery on the next working day if we cannot contact the recipient for delivery by 5:00pm.