Omakase Floral Design Policy

All bouquets under our Omakase Floral Design are florist-curated and designed at our discretion.

• Size is fixed based on the option selected

• Design will vary and will not be identical to reference photos

• Colour preferences may be requested, subject to availability

• All photos shown are for reference only

Photos of completed bouquets are not automatically provided.
Photos are available upon request and subject to availability. During peak periods, photos may not be possible.

Once a photo is sent, no changes can be made.

If you require a specific or customised design, please WhatsApp us at 8424 5080 before placing your order to check feasibility. Orders placed without prior confirmation will be treated as Omakase Floral Designs.

By placing an order, you acknowledge and agree to this policy.

Delivery Policy

• Delivery is available daily between 8:00am – 9:00pm

• Standard delivery fee: $15

• Additional Notes: Deliveries to Sentosa are available with an additional $10 surcharge. We do not deliver to army camps, construction sites, restricted areas, or locations that require special security clearance. 

• Delivery is made within this time range and specific time slots are not guaranteed under standard delivery

 

Same-Day Delivery

• Cut-off time: 11:00am

• Same-day delivery is subject to availability

• For urgent requests after the cut-off time, please WhatsApp us to check stock availability. We may still be able to accommodate depending on stock on hand

 

Specific Time Delivery

• Specific delivery time slots are available for next-day or subsequent-day deliveries only

• An additional $10 surcharge applies on top of the standard delivery fee

• Specific time deliveries are subject to confirmation

 

Recipient Contact Details

• A valid recipient phone number is mandatory for all deliveries

• Our delivery team will only contact the recipient if necessary, such as:

  • Difficulty locating the address

  • Bad weather (e.g. heavy rain)

  • Access issues (e.g. security, gated entry)

When contacting the recipient, we will only state that there is a delivery. We will not disclose the item or the sender, unless the recipient explicitly asks about the item. However, we will not disclose your name. This is to preserve surprises.

 

If No One Is Available to Receive the Order

If the recipient is unavailable, we will proceed as follows:

• HDB: Bouquet will be placed at the doorstep

• Condominium: Bouquet will be left at the guard house

• Landed Property: Bouquet will be left at the gate; if accessible and safe, it may be placed at the door

• Office: Bouquet will be left at the reception or handed to a colleague

When an order is left, we will:

• Take a delivery photo

• Inform the buyer (we will not contact the recipient)

• Responsibility for collection thereafter lies with the buyer and recipient

Once an order is successfully delivered or left at a safe location, we are not liable for any loss or damage thereafter.

If you require delivery at a specific timing to ensure someone is present, please arrange a specific time delivery in advance.

 

Weather & Unsafe Conditions

If it is raining or the delivery location is deemed unsafe to leave the bouquet, our delivery driver may return the order to us.

• A $20 redelivery fee will apply for rescheduling, as this covers the return trip and re-delivery

Incorrect Address / Changes During Delivery

Please ensure delivery details are accurate before checkout.

If an incorrect address is provided:

• If corrected while the driver is en route (and the new location is nearby within 2km):

  • A $10 surcharge applies

  • If the location is further than 2km, a new delivery fee will be charged ($15)

• If there is no response or the address cannot be confirmed:

  • The bouquet will be returned

  • A $20 redelivery fee applies

 

Unclaimed Orders

If an order is returned and there is no response from the buyer for 7 days, the order will be forfeited. No refunds will be issued.

 

Changes to Delivery Details

• Changes must be communicated at least 24 hours before delivery

• For same-day deliveries, changes must be made within 30 minutes of placing the order

• Changes are subject to feasibility and may incur additional charges

By placing an order, you acknowledge and agree to this delivery policy.

Self-Collection (Pick-Up) Policy

As a home-based business, we offer flexible self-collection timings, including late-night pickups.

Pick-Up Locations

We operate from two locations:

• 546 Serangoon North Avenue 3

• 38 Florissa Park

📍 From 1 February to 15 February, all self-collections will be at 38 Florissa Park (Valentine’s Day period).
📍 All other dates: self-collection will be at 546 Serangoon North Avenue 3, unless otherwise stated in your order confirmation.

If you are unsure, please check with us before placing your order.

 

Pick-Up Timing

• Pick-ups are available from 6:00am up to 2:00am the following day

• Our usual production hours are 12:00pm – 8:00pm

• Pick-ups between 8:00am – 6:00pm are subject to our production schedule

Please inform us of your preferred pick-up time after placing your order so we can arrange accordingly.

 

Same-Day Pick-Up

• Cut-off time: 10:00am

• Same-day pick-up is subject to availability

• For urgent requests after the cut-off, please WhatsApp us to check stock availability. If we have stock on hand, we may still be able to accommodate

By placing an order, you acknowledge and agree to this self-collection policy.

Order Cancellation

• Cancellations must be made at least 24 hours before the scheduled delivery or self-collection

• For same-day orders, cancellation must be made within 30 minutes of placing the order

Orders cancelled after the stated timeframes are non-refundable, as production may have already commenced.

 

Omakase Floral Designs

All Omakase Floral Designs are florist-curated and created at our discretion.

• Dissatisfaction based on design preference is not grounds for a refund

• By selecting an Omakase Floral Design, you agree to receive a surprise arrangement

• If you require a specific or dictated design, you must contact us before placing your order for confirmation

Orders placed without prior confirmation will be treated as Omakase and are not eligible for refunds due to design expectations.

 

Damaged Items

If your order arrives damaged upon delivery, please notify us immediately upon receipt with clear photos.

• We will arrange a replacement as soon as possible

• A 50% refund may be issued where applicable

Please note:

• Our delivery team documents the condition of all orders before and during delivery

• Damage caused after delivery (including mishandling by the recipient or third parties) is not eligible for refunds or replacements

 

General Refund Terms

• Refunds are not provided for change of mind

• Refunds are assessed on a case-by-case basis at our discretion

• Refunds, if approved, will be processed to the original payment method

By placing an order, you acknowledge and agree to this cancellation and refund policy.