Why are your flowers fresher and better value?

 

Our flowers are fresher and better value for a number of reasons. We do not buy and stock up flowers in bulk nor do we rely on 3rd party middleman. We purchase our flowers direct from the wholesalers, cutting out several commission-taking middlemen along the way. And we haven't got fancy, showy offices to support! Also, our flowers spend only a short period of time in our fridge before going out as we buy every day instead of once a week like the vast majority of florists. This all means that you will get better value flowers that have spent far less time in transit if you buy from My Flower Haven than you would almost anywhere else.

 

I like one of your products, but can you change it slightly for me?

 

Yes, of course we can. Just click on the 'Contact Us' link in the top-right corner of the page, complete the form, or call us at 67891597 and we'll be happy to help make any order perfect just for you.

 

Ordering

How do I order from your website?

 

It's as easy as clicking a few buttons. Once you've found a product that you like, simply click the 'Add To Cart' button next to the bouquet to be taken to our easy 4-step checkout.

 

During checkout, you'll be asked to provide the name and address of the person to whom you're sending the gift, your own invoicing address and your credit card details.

 

Of course, you'll also get to choose a delivery date and time.

 

Throughout the whole speedy process, you can rest assured that all your details are stored and transmitted super securely, and never ever shared with anyone else. Ever.

 

Can I order by telephone?

 

Absolutely. Please call us at 67891597. Our Sales line is open from 9.00am to 5.00pm Mnday to Friday. Kindly note that all Same Day delivery orders have to be made before 1pm.

 

Alternatively, you can email us at WeCare@myFlowerHaven.com.sg if you have any queries and a member of our team will reply as soon as they can. We try to reply to most emails same day, but this is not always possible, especially during periods of high volume, such as Valentine's Day. We do not recommend that you send your payment details via email, as emails are not encrypted and could be intercepted.

 

Delivery Charges

 

How much are shipping/delivery charges?

 

We are glad to offer Standard delivery as a free service for all local deliveries.

 

A small surcharge will be applied for Express Delivery. Kinldy call us at 67891597 to discuss and confirm availability.

 

Do you send flowers overseas?

 

We do not currently send flowers overseas. My Flower Haven is passionate serving the local market.

 

Can I send my order anonymously?

 

Most definitely. We need to have your details to process the order, but if you fancy being all mysterious, we're happy to play along and we promise not to reveal your true identity to anybody at all. In addition, all information provided by the sender is kept anonymous. We take customer security very seriously and We do not rent or sell your information to anybody.

 

Is the My Flower Haven site secure?

 

Absolutely. Our site is secure and meets all the standards one would expect from a reputable online business. Our checkout is powered by PayPal, which is part of the eBay Inc family of companies. PayPal is the leading online payment engine and PayPal has more experience of online payments that any other company.

 

Will My Flower Haven share or sell my private data?

 

No, we absolutely will not. My Flower Haven conducts its business fully compliant to the local SPAM ACT. If you sign up to our newsletters, we will send you communications relating to My Flower Haven, including discounts on products. However, we will not sell your name or data to any other businesses.

 

Can I pay for my order on delivery?

 

I'm afraid that we can't accept 'payment on delivery'. All orders must be paid for prior to dispatch.

 

Can I pay with cash or a cheque?

 

Unfortunately no. Payments have to be made online and conveniently through the major credit cards including Visa, Master, PayPal etc.

 

Amending Orders

 

Can I amend my order?

 

We understand and fully appreciate that there may be times due to unforseen circumstances that may require changes to your order. If you need to amend your order, please call us between 9.00am to 5.00pm, Monday to Friday at 67891597 or send us an email at WeCare@myFlowerHaven.com.sg or simply fill up the Contact Us form. Please note, however, that we require at least two full working day's notice in order to process the changes.

 

Please ensure that you have the order reference number, the recipient's postcode and delivery date at hand.

 

You may change the product to another of same or greater price if its production is not in process.

 

 

Help! I have ordered more than once. What can I do?

 

Please email WeCare@myFlowerHaven.com.sg or fill up the Contact Us form and one of our customer service agents will contac you to help you resolve the problem. Alternatively for more urgent cases, you can call us between 9.00am to 5.00pm, Monday to Friday at 67891597.

 

Will I be informed once my order is delivered?

 

You will receive an email when the order is dispatched. On occasion, the delivery confirmation email could have been sent out some time after the order has been delivered.

 

If you have registered yourself with My Flower Haven, you can also track the status of your order by logging into our website.

 

If the order has not arrived before the designated time (e.g 9am to 12noon), please wait until after that time (12noon) before contacting us as we are not able to provide more accurate information.

 

When can I contact your Customer Service team?

 

Our customer service team is available 5 days a week from 9.00am to 5.00pm. Simply call us at 67891597 and one of our operator will be more than happy to help.

 

 

Delivery

 

Can you deliver at a specific time?

 

We offer a number of delivery options (between 8.00 a.m. and 6.00 p.m., before 9 a.m, before 10 a.m. and before noon). We are unable to accommodate specific requests for delivery other than within these delivery times. This is because our couriers need to consider the most optimal route for all the deliveries they are making.

 

What can I do to ensure that my order is delivered successfully?

 

A successful delivery depends on accurate information: the full name, address and postcode of the recipient. Delivery instructions (which can be added at checkout) are also useful if the property is difficult to locate or if the recipient is at a business, university or hospital. Here, detailed location information and directions, e.g ward numbers, departments, etc. would really help.

 

Where do you deliver?

We deliver within Singapore.

 

What are your shipping/delivery policies?

 

Please see our flower delivery information for further details. 100% satisfaction guarantee: In the unlikely event of any problems with any order you place with us we will either resend or refund your order.

For further information, please see our comprehensive flower delivery policies pages (www.MyFlowerHaven.com.sg/flower_delivery), the terms and conditions of use of the site, (http://www.MyFlowerHaven.com.sg/terms_and_conditions) and our 100% Satisfaction Guarantee at (www.MyFlowerHaven.com.sg/satisfaction_guarantee).

 

By what time do I need to have ordered if I want same day delivery?

Our apologies, we currently do not offer Same Day Delivery.

 

Can you deliver to Business addresses or Hospitals?

 

You bet we can. It's very important, however, that you provide full and accurate information about a recipient in hospital, including full name, ward number and full hospital address.

 

For business addresses, please ensure that you use timed deliveries to make sure that your order is delivered during office hours. This is very important as our standard deliveries are made between 9.00 a.m. and 6.00 p.m

 

Can you deliver on a Sunday?

 

We spend our Sundays making sure the rest of the week runs likes clockwork, so please forgive us for not offering a Sunday delivery service at present.

 

What time will the order arrive?

 

Unless you've specified one of our timed delivery options, the flowers will be delivered between 9.00 a.m. and 6.00 p.m., Monday to Saturday.

 

What happens if the recipient isn`t in when you deliver?

 

If the recipient is not at home at the time of delivery we will attempt to leave the flowers securely on the property. If that is not possible, we will try to leave the flowers with neighbours. Either way a card will be left at the recipient's address to inform them where the flowers have been left. In the event that we are unable to leave the flowers securely on the property or with a neighbour, we may call the recipient (if you have given us their phone number when you complete the checkout) or we may call you to ask you for your input. If we are not successful, the flowers will be brought back to My Flower Haven and we will contact you to arrange a redelivery.

 

I have not received an email confirming my order what should I do?

 

We automatically send out an order confirmation email once we receive your order. However, sometimes customers do not receive these emails due to possible technical problems. In addition, we may not have received your order. If you want to double-check that we've received your order, please email us at WeCare@myFlowerHaven.com.sg or fill up the Contact Us form, quoting your name and the recipient's postcode and delivery date.

 

How can I request an invoice?

 

The easiest way to request an invoice is to login to 'My Account' and view your Order History. A PDF invoice can then be downloaded and printed.

 

I`ve received some flowers, but don`t know who they are from....

 

I'm afraid that we are not able to disclose the details of the person sending the flowers unless they allow us to.

 

I`m having a problem ordering online, what can I do?

 

Simply fill in the 'COntact Us' form, email us or call us between 9.00am to 5.00pm Monday to Friday and we'll do all we can to help you place your order.

 

I`ve tried to submit payment, but something`s gone wrong, what can I do?

 

Simply fill in the 'COntact Us' form, email us or call us between 9.00am to 5.00pm Monday to Friday and we'll help you to complete your order.

 

Payment Problems

 

What is the quickest way of contacting you if I`m having trouble paying for my order?

 

If your payment has failed, it is very important that you try to contact us as soon as possible as, without payment, we are not able to deliver your order. Please note that you are advised not to provide credit card numbers via email.

 

What happens if I don`t pay before despatch?

 

If we do not receive payment before we need to prepare your order for dispatch, we regrettably cannot deliver the order. It is therefore very important that you contact us as quickly as possible after receiving this notification of failed payment.

 

Why has my payment failed?

 

There are a number of reasons why your payment could have failed. The most common reasons are that the bank has declined the card, the security code is incorrect, or the card limit has been exceeded. Sometimes, a credit/debit card may work on some e-commerce websites, but not on others. This is outside our control.

 

Delivery Problems

 

The recipient has told me that they haven`t received the order, what should I do?

 

Please fill in the 'COntact Us' form, email us or call us between 9.00am to 5.00pm Monday to Friday and we'll help to you resolve the problem.

 

The recipient has told me that the flowers weren`t what I ordered, what can I do?

 

In rare circumstances, our florists need to make last-minute changes to the flowers that they use to make up the arrangements.

 

Although this is regrettable, it is normal practice due to the possibility of damaged or poor quality flowers being received from the wholesalers, as stated in our terms and conditions.

 

Where it is necessary to substitute flowers, we will do our best to inform you before the flowers are dispatched. However, in some cases this is not possible.

 

Rest assured that our florists will always use flowers that are of a similar style and colour and of equal or greater value to your original order.

 

If you are not happy with the substitution that has been made, please contact us by filling in the 'Contact Us' form or call us and our customer service team will do their best to ensure that a redelivery of your original order is made at a time that best suits the recipient.

 

The delivery confirmation shows that my order was left in a secure place, what does this mean?

 

In the event that we are unable to leave your order with the recipient, we will try to leave it securely on the property. If this is the case, our drivers will leave a message card for the recipient telling them where order is.

 

I ordered for a timed delivery slot, but they were delivered late, what can I do?

 

Due to unforseen circumstances, our drivers may not reach the recipient's address on time. Clearly, this isn't ideal and if our drivers think that they may arrive late, we will do our best to inform you and/or the recipient.

 

If you are unhappy that the order arrived later than the delivery slot that you requested, Please fill in the 'COntact Us' form, email us or call us between 9.00am to 5.00pm Monday to Friday and we'll help to you resolve the problem.

 

Why weren`t you able to deliver my order?

 

We do our very best to ensure that your recipient receives the products you have ordered. However, there are sometimes problems that prevent us from delivering. These include the recipient not being at home, our drivers being unable to find somewhere secure to leave the order, problems with the delivery address provided.