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Our Freshness Policy

At Xpressflower.com, we guarantee that your order of flowers or any other perishables will arrive fresh. If the flowers or perishable items you receive are not fresh, Xpressflower.com will deliver another item of equivalent value at no charge. We seek your co-operation to inform us immediately with accompanying images in the case that the flowers are not fresh so that we are able to verify and solve the matter smoothly.
 
For items with expiry dates, Xpressflower.com will ensure that the items have an expiry of no less than 3 months. If the items you receive have a shorter lifespan than promised, we shall replace them at no extra charge.
 
However, if a second delivery attempt is required at a much later time than the original, due to circumstances beyond our control, freshness cannot be guaranteed.


Our Delivery Policy

 
Each Xpressflower.com flower/gift is designed and delivered by our professional delivery officers. While we 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.


Delivery Guarantee

 
At Xpressflower.com, we make every effort to deliver your order on time.
 
If the delivery is not made within the hours requested, Xpressflower.com will, upon your request, send a complimentary bouquet for you.
 
Xpressflower.com will not accept responsibilities for late or non-deliveries under the following conditions: -
 
1. Recipient is not present at the address given within those hours during which delivery was requested to take place.
2. The address given is incorrect.
3. No such person at the given address.
4. No valid contact number was given for us to make reasonable attempts to contact the recipient in order to execute the order successfully.


Delivery Schedule and Additional Charges
 
 Time Slot
 Weekday  Weekend
 6:00am - 7:59am  S$32.10  S$32.10
 8:00am - 8:59am  S$21.40  S$21.40
 9:00am - 11:59am  S$5.40  S$8.60
 1:00pm - 4:59pm  Free  S$5.40
 6:00pm - 9:59pm  S$5.40  S$8.60

 
Midnight Express Delivery
 
Last order by 9:00pm, with a minimum purchase of $74.90.
10:00 PM - 11:59 PM S$32.10
12:00 AM - 5:59 AM S$53.50
* Timing and charges are subject to change without notice.
 
Charges For Restricted Areas
 
Kindly note that an additional charge of $16.10 will be levied for the following restricted areas:
 
    •   Airport Passenger Terminals & Cargo Complexes
    •   All military camps
    •   All PSA ports, including Singapore Cruise Centre
    •   Selected universities' & other tertiary institutions' campuses
    •   Jurong Island, Sentosa, Tuas, Gul Road, & Pioneer Road

 
Redirection of Delivery

 
For subsequent attempt or redirection of orders; a surcharge of $13.00 is applicable. A 50% cancellation charge will be imposed if the arrangement has been made but not delivered. Cancellation is not allowed when the delivery has been attempted.
 
 
Holiday Delivery
 
Holidays are busy times at Xpressflower.com, so it helps to place your orders early. Prior to certain holidays, we will post specific delivery schedules and charges if available.
 
 
Cancellation Of Order

 
For Local Orders
 
    •   Cancellation must be made at least 1 working day before the requested day of delivery for local orders.
    •   A charge of $5.35 or 5% of the value of the order, whichever higher, is applicable.
    •   In cases which you request for certain flowers to be specially purchased to fulfill your order, once purchased, only 50% of your order value is refundable.
    •   In the event the order is delivered, cancellation will not be allowed.
    •   If an order is delivered late yet accepted by the recipient, the delivery is deemed to have been completed and thus, cannot be cancelled.
    •   For cancellation request received less than the stipulated time, only 50% of the order value is refundable.
    •   Cancellation is not applicable for Third Party items, such as cakes, ice creams, etc.
    •   For Third Party orders, once confirmed cannot be canceled.
 
For Overseas Orders
 
    •   Cancellation must be made at least 2 working days before the requested day of delivery and subject to acceptance by our overseas associates. Cancellation can only be processed upon written confirmation by our overseas associates.
    •   A charge of $10.70 0r 10% of the order value, whichever higher, is applicable.
    •   In the event the order is delivered, cancellation will not be allowed.
    •   Customer cannot unilaterally cancel an order.
 
 
Our Refund & Exchange Policy
 
For Local Orders
 
If you are unsatisfied with the flowers/gifts that you receive, Xpressflower.com will either replace it or give you a full refund as long as the product is returned in its original condition.
 
Occasionally, due to unforeseen circumstances that cause your order to be delivered late and provided we fail to keep you informed, up to a maximum of 20% of the value of the order will be refunded if it is late by more than 30 minutes.
 
Items sold are not exchangeable except for items received with defects. In this case, Xpressflower.com will replace the defective items at no extra charge.
 
To make a return, simply call us at (65) 6280-1007 or send the item back to an outlet near you.


For Overseas Orders
 
As we are not in direct control of our overseas associates that deliver your orders, refund can only be processed upon written confirmation by our associates that your order is canceled OR rejected by the recipient for any reason, lateness inclusive.
 
If an order is delivered late yet accepted by the recipient, the delivery is deemed to have been completed and thus, no refund will be offered.
 
Process for refund may take up to 3 months depending on the country concerned, due to time required by the banks for verification of facts.


Complaint Resolution Procedures
 
Any complaint received will be acknowledged within 24 hours. Xpressflower.com will then investigate the matter and attempt to respond within 3 working days.
 
Should Xpressflower.com be unable to resolve the complaint within 7 working days, the customer could seek alternative forms of redress from Case mediation channel.


Our Substitution Policy

 
Our products and services are subject to availability. Our substitution policy is based on 2 simple criteria:
 
    •   Getting there on time
Substitution may be necessary to ensure your order arrives on time, i.e. a specific basket, vase, soft toy etc. Our florists will substitute a similar element of equal or greater value. Our florists will consult and inform you prior to the substitution.
 
 
    •   Making it fresh and beautiful
We use only the freshest of flowers and so will make substitutions depending on seasonal availability.
 
In single-variety arrangements, variety will take preference over colour. For example, if we are out of 'pink roses', we will substitute with another colour of roses, not another flower.
 
When substitution is necessary, our professional florists will ensure that the 'look and feel' of the arrangement will be maintained, paying special attention to overall shape, size, style and colour combination. Our florists will consult and inform you prior to the substitution.
 
 
Our Security & Privacy Policy
 
At Xpressflower.com, online security and privacy matters are important to us.
 
We work with major browsers, Microsoft IE version 6 and above, Firefox version 2 and above, Google Chrome version 1 and above. Please upgrade your browsers regularly to ensure your transactions are safe and secure.
 
Secure Shopping
 
Safe transactions and the protection of your privacy have always been our top priorities. Xpressflower.com uses Citibank and PayPal to process your payments. You will be directed to Citibank/PayPal website where you enter your credit/debit card or bank account information for authentication with the bank through secured connection. We do not keep your private and confidential information at any point in time.
 
 
Privacy Policy Pledge

 
The goal of Xpressflower.com is to constantly provide quality goods and excellent customer service. As such, we gather personal information (in the member registration form) to allow us to know you better. With this information, we can provide better and personalized shopping experience for you on our Internet store.
 
All data is collected by lawful and fair means and with the knowledge and consent of customers. Data is gathered solely through customers' voluntary input online or over the phone or the filling in of forms at the shopfront. Xpressflower.com assures that confidentiality of customers' data is maintained and protected.
 
Customers' consent will be sought if information is to be used for purposes other than completing sales transactions, internal marketing & billing, either by Xpressflower.com or any Third Party working with us in any business collaborations.
 
Customers' personal data will be deleted from our database if there is no correspondence or transaction for a period of 3 years or more from the last correspondence or transaction.
 
 
Use of "Cookies"
 
A cookie is a small file stored on your computer by a web site that gives you a numeric user ID and then stores certain information about your activity on the site. We use cookies to let us know you are a priority customer and to provide certain unique features to you. We do not use cookies to handle any financial information from you.
 
Most web browsers automatically accept cookies. You are able to instruct your browser to prevent the use of cookies. However, if you disable this feature, certain aspects of Xpressflower.com, such as the shopping cart, will not function properly.
 
We would like to stress that information will not be shared with other parties for any commercial reasons other than normal order fulfillment and confidential site activity or sales tracking.
 
 
Your Consent to Our Policy
 
By using this web site, you consent to the collection and use of information by us. If we change any of our privacy policies, we will post the changes on this page so that you are always aware of what information we collect and how we use it.
 
 
Unsolicited Email
 
Xpressflower.com only sends emails to customers & Registered Members. Registered Members will receive emails on promotions only if they have consented during registration.
       











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