Returns & Refunds

We understand that sometimes issues may arise with your order. Please review our policy regarding returns and refunds below:

1. Return Policy

  • We have a strict no returns policy, except in cases where you have received a defective or incorrect item.
  • If you receive a defective or incorrect item, please reach out to our customer support within 1 hour of receiving the order for perishable items (such as flowers, fruits, fresh produce, food, and beverages), and within 24 hours for non-perishable items. We will promptly assist you in resolving the issue.
  • The seller will arrange for the return of the item and cover the shipping fees associated with the return.

2. Non-Returnable and Non-Refundable Items

To avoid any potential disappointment, please note that certain items are categorized as non-returnable and non-refundable, unless they are found to be faulty. Here is a breakdown of these items:

a. Made-to-Order or Personalized Items:
Products that are specifically crafted or personalized according to your individual requirements. These items are uniquely made-to-order and cannot be readily resold due to their customized nature.

b. Perishable Products:
Items with limited shelf life or prone to spoilage, such as food and beverages, cakes, fresh products, fruits, vegetables, flowers, plants, or balloons.

c. Specially Commissioned Creative Pieces:
Artworks, sculptures, ceramics, or other creative pieces that are specially commissioned upon placing an order.

d. Personal Items with Hygiene Seals:
Products sold with intact hygiene seals, such as cosmetics, undergarments, or soap, that cannot be returned once the seal is broken.

For any non-returnable items purchased through the Site, including those mentioned above, if you need to initiate a return, exchange, or refund, please contact the Seller directly. You can do this by clicking on the "Contact Seller" button on their profile or product page. The Seller will handle the returns, exchanges, or refunds in accordance with the Returns & Refunds Policy.

Please note that unless these items are faulty, they are considered non-returnable and non-refundable. To ensure a satisfactory shopping experience, we recommend checking the returnability of an item before placing an order. If you have any questions or need further clarification, please don't hesitate to contact our customer support.

3. Refund or Exchange Policy

If you receive a product with defects caused by the seller, you have the option to request a refund or exchange. Here's how the process works:

a. Packaging and Return:
Please securely package the item and send it back to the seller within 3 calendar days from the date of receiving the product. To ensure a successful return, avoid damaging or discarding the product until you have contacted the seller and obtained their agreement that it can be returned. Keep in mind that you are responsible for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics, and functioning while it is in your possession. This includes transit back to the seller in the case of a return.

b. Refund Process:
As the seller's payment agent, we will process the refund directly to your payment card or bank account. Please allow up to 14 working days for the refund to be processed from the day the returned or exchanged product is received by the seller.

We aim to facilitate a smooth and efficient refund or exchange process for you. If you have any further questions or require assistance, please reach out to our customer support team.

4. Cancellation and Refund Policy

Once an order has been prepared, packed, and is out for delivery, we are unable to cancel it. If you need to cancel an order, please contact our customer support via chat during office hours for a faster response or reach out to us within 24 hours from placing the order. Please note that cancellations are evaluated on a case-by-case basis.

For successful order cancellations, we offer two refund options:

  1. Full amount refund in the form of store credit that can be used for your next purchase.
  2. Refund in cash, debited directly into your bank account within 14 working days, with a 10% deduction to cover our payment gateway's administration and processing fees.

Kindly note that cancellations are not accepted for custom orders, personalized orders, or bulk purchases. Contact us for further assistance and to discuss the available refund options.

5. Responsibility for Delivery Delays and Cancellations

For same-day or next-day delivery, the seller is not held responsible for any delays caused by the chosen express delivery service, such as Grab, Lalamove, or other express delivery options. However, in case of a delay, the seller will actively participate in resolving the issue to ensure a satisfactory resolution for you.

Regarding nationwide delivery, the seller is not responsible for any delays caused by the courier service. However, we will provide you with a tracking number to monitor the delivery status of your order and stay updated on its progress. Please note that no refunds or cancellations can be made solely based on delivery time or any delays caused by the express delivery service company or courier service. As the seller has no control over the delivery times and schedule of the delivery service provider, we are unable to guarantee specific delivery times.

6. Damages/Missing Items

a. For perishable items such as food and beverage items, cakes, fresh products, fruits, flowers, plants, and balloons, it is crucial to report any damages to our customer support within 1 hour of receiving the delivery. Please ensure to provide timely notification so that we can assist you accordingly and take appropriate action.

b. For non-perishable items that are sent via courier service, it is important to report any damages or missing items to our customer support within 24 hours of receiving the delivery. Kindly reach out to us within the specified timeframe so that we can promptly address the issue and provide the necessary assistance.

c. In the unfortunate event that your order is damaged or lost during shipping, the seller takes full responsibility for ensuring a satisfactory resolution. If the exact item is unavailable, the seller will provide a replacement item of similar value from their inventory. Rest assured that the seller will make every effort to rectify any damage or loss incurred during the shipping process.

d. To report damaged or missing items, it is essential to provide sufficient evidence such as clear photographs or videos showing the condition of the package as received. If your items were delivered through express delivery, please notify us within 1 hour of receiving the package. For items delivered via courier service, please notify us within 24 hours of receiving the package. Providing this evidence helps us assess the situation accurately and take appropriate measures to address the issue effectively.

If you have any questions or need assistance, please feel free to contact us via chat during office hours for a faster response. You can also fill out the form below, and we will get back to you as soon as possible. We are here to provide you with the support you need to ensure an enjoyable experience.

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