ORDERING & DELIVERY
Flowers for the Home
Our Flowers for the Home range of vase arrangements is available in Singapore on a subscription-only basis. With this, we hope to help you achieve continuity and keep your home fresh with new floral blooms every week.
Subscription Vase Arrangements
Our Flowers For The Home range of vase arrangements is available on a subscription-only basis. Deliveries will be made on a weekly basis on the day of the week you have elected as the delivery day for your subscription (the “Delivery Day”). We offer a subscription period of three (3), six (6) or twelve (12) weeks or, if you prefer for your subscription to continue indefinitely, an unlimited period.
We require a minimum of two days notice for all Flowers For The Home subscription orders. Please place your order by 12pm two (2) days’ before your first Delivery Day. Do note that same-day and next-day deliveries are not available for subscription orders.
We are pleased to offer free delivery for your Flowers For The Home subscription order. Delivery is available daily and will be made between the hours of 9am to 7pm on the Delivery Day.
Your first subscription delivery will be made to you on the day of the week you have selected at the time of Check Out. This will be the designated delivery day (the “Delivery Day”) for your subscription and will be the day of the week on which your subsequent subscription deliveries will be made (except in certain limited circumstances, including but not limited to a request to change your Delivery Day, a temporary suspension or a failed delivery). Please note if you have selected more than one Flowers For The Home subscription product in your cart, each of the subscriptions will begin on the same date. Delivery of the subscription products in one shopping cart can only be arranged to one address; if you would like for the individual subscription products to be delivered to different addresses, please check out the subscription products separately according to the respective delivery addresses.
Upon placing your order on our website, you will receive an order confirmation email at the email address provided to us at the time of Check Out. A subscription schedule indicating the dates of your deliveries (the “Subscription Schedule”) will be included in the order confirmation email for your reference.
Our Studio is closed on Public Holidays (observed). If a scheduled Delivery Day falls on a Studio closure date, we will arrange for your subscription order to be delivered on a replacement delivery date which will be the working day immediately preceding the Studio closure date. These replacement delivery dates will be indicated accordingly in your Subscription Schedule.
Change in Delivery Day due to Failed Delivery
In the event our delivery team are unable to complete delivery of the flowers (see section on Failed Deliveries), we will arrange for the flowers to be returned to the Studio whilst we wait for further instructions for a replacement delivery date. If the replacement delivery date is later than two days after the original Delivery Day, the subsequent delivery dates will be moved to match the Delivery Day with the day of the week that is the replacement delivery date.
Request to Change First Delivery Date
If you would like to change the first delivery date of your subscription, please notify us of your request via our Order Change Request Form. Please note that we would require a minimum of 3 working days’ notice in order for us to effect a change in your first delivery date.
Request to Change Delivery Day
If you would like to change the Delivery Day of your subscription to different day of the week, please notify us of your request via our Order Change Request Form. Please note that we would require a minimum of 3 working days’ notice in order for us to effect a change in your Delivery Day. If insufficient notice is provided with respect to the next immediate delivery date then the change in Delivery Day will take effect from the following delivery date.
Please note we are unable to accommodate ad-hoc requests to change the Delivery Day for a single delivery in a subscription order. Once your subscription Delivery Day has been changed, it will impact the Delivery Day for all subsequent remaining deliveries in that subscription.
Accuracy of Delivery Details
In order for us to ensure that your flowers are delivered with no hiccups, please take care to ensure that (i) the recipient’s name and contact details are provided correctly, and (ii) the delivery address is provided in full (including building name and postal code), at the time of placing the order. We will not be held liable for any damages arising directly or indirectly due to the misinformation of delivery details.
Changes to Delivery Details
If you would like us to deliver your flowers to a different delivery address, please notify us of your request to change your delivery address via our Order Change Request Form. Please note that we require a minimum of 3 working days’ notice in order for us to effect a change in your delivery address.
A request to change your delivery address is permitted only once every six (6) months. Once your delivery address has been changed, all subsequent deliveries for that subscription order will be delivered to the new delivery address; we are unable to accommodate ad-hoc changes to a single delivery in a subscription order.
Acceptance of Delivery, Failed Deliveries & Redeliveries
In order to ensure that your flowers are delivered safely, we will endeavour to complete delivery of your order only where there is someone at the delivery address to accept the flowers. An SMS notification will be sent to the recipient on the morning of the Delivery Day by way of reminder to arrange for someone to be available at the delivery address to accept the flowers.
If the recipient is unable to arrange for someone to sign for the delivery on the Delivery Day, the flowers will be placed in a safe location at the delivery address (for example, a shoe rack, the condominium reception or security office or apartment doorstep). You will be asked at the time of Check Out to agree and acknowledge that your delivery will be left at the door if no one is at the address to receive the flowers on the arrival of our delivery team. A photograph of the flowers and the location in which it has been left will be sent via email to the recipient for reference. Please note that we will bear no responsibility for any loss or damage to the delivered item from that point on.
First Subscription Delivery
On your first subscription delivery, we recommend that the recipient is available to receive the delivery. This will allow our delivery team the opportunity to answer any questions regarding the delivery process for subsequent deliveries. Upon successful delivery, the recipient will be asked to sign an electronic delivery note confirming receipt of the flowers.
The vase arrangement in the first subscription delivery will be delivered in a reuseable Wonderland Botanicals paper bag. Please retain this paper bag for use with subsequent deliveries where no one is available to receive the flowers (see section on Subsequent Deliveries below).
From the second delivery, our delivery team will deliver the subscription vase arrangement and collect the (now empty) vase (the “Returning Vase”) used in the previous subscription delivery. If the recipient (or a representative) is unable to be present at the time of delivery, please leave the Returning Vase in the reusable Wonderland Botanicals paper bag provided during the first delivery at your preferred location outside the front entrance of the delivery address. Our delivery team will collect the Returning Vase and place the fresh arrangement of flowers in the paper bag.
In the event that the delivery address does not facilitate the leaving of the order in a safe location (for example, where the front door of the apartment unit cannot be accessed due to security reasons, or in the case of landed property), or any other circumstances where our delivery team may not be able to complete delivery, the flowers will be returned to our Studio while we await further instructions from the sender or the recipient on a replacement delivery date. Please note that re-delivery of the flowers will incur additional charges.
Please note that if the next available or the requested replacement delivery date is later than two days after the original Delivery Day, the subsequent delivery dates will be moved to match the Delivery Day with the day of the week that is the replacement delivery date.
We can assist to arrange for re-delivery of unsuccessful deliveries; an additional re-delivery fee of $25 will apply. The re-delivery will be arranged for the next soonest delivery timing; this may be on the same day as the original delivery date or the next day, and will be subject to (i) the availability of our delivery slots, and (ii) how soon we are able to receive instructions from the sender or the recipient.
If your delivery address is a landed property or, in the case of certain condominiums, is accessible only via access provided from your unit, we recommend that you select a subscription Delivery Day on which someone is able to be at home to accept the delivery, in order to avoid additional re-delivery charges.
We are able to accommodate temporary suspensions to your subscription order for a period of up to eight (8) weeks at a time. There is no limit on the number of suspensions during the lifetime of your subscription. You may notify us of your request to suspend your subscription via our Order Suspension & Cancellation Form. Please note that we require a minimum of 3 working days’ in order for us to effect your suspension. Your subscription period will be extended by the same length of time as the suspension period.
In the case of suspensions exceeding one (1) week in duration, a vase collection service will be arranged to pick up the vase that was used in the delivery immediately preceding the commencement of the suspension period. The vase collection will be arranged at your convenience; you may select your preferred collection date via the Order Suspension & Cancellation Form.
If, for whatever reason, you require to cancel your flower subscription, we can assist with this, provided that your cancellation request is received at least 5 days prior to your requested date of cancellation. Cancellations are non-refundable and we will provide you with an e-voucher of the same value as the unfulfilled subscription orders. The e-voucher may be used on our website for your next purchase and will be valid for six (6) months. Please notify us of your cancellation request via our Order Suspension & Cancellation Form. We are unable to accept cancellation requests received via email and any such requests may be delayed.
Fixed Period Subscriptions
If you have selected a subscription period of three (3), six (6) or twelve (12) weeks, you will be charged the full amount of your subscription at Check Out. The price for each subscription order includes delivery for the number of arrangements you have selected, as well as one vase which is the vase that you receive in your final delivery.
Unlimited Period Subscriptions
If you have opted to subscribe for an unlimited period, you will be charged for the first three (3) deliveries at Check Out. Subsequent deliveries will be paid for in the form of an ongoing subscription fee (a “Subscription Fee”) which will be charged automatically via Stripe to the same credit card that was used at the time of Check Out. Each Subscription Fee is equal to the amount chargeable for a set of three deliveries. Subscription Fees will therefore be charged to your credit card only once every three weeks. Please note that we are only able to accept payment via Stripe for unlimited period subscriptions.
Subscription Fees will be charged at midnight of the first delivery date of the set of three deliveries to which the Subscription Fee relates. This delivery date would be a week from the date of your last paid delivery. You will be notified via email each time a Subscription Fee has been paid by your credit card.
If payment of a Subscription Fee has not been successful, you will nonetheless be sent the first delivery in the set of three deliveries to which that Subscription Fee relates. However, your subscription will thereafter be temporarily suspended and no further deliveries will be made. A notification of unsuccessful payment will be sent to you via email with directions on how to complete payment for the unpaid Subscription Fee. Your subscription will be reactivated upon our receipt of the unpaid Subscription Fee; deliveries will resume on the next nearest Delivery Day on a weekly basis.
Please note that subscriptions that remain unpaid for eight (8) weeks will be automatically cancelled.
VASE ON-LOAN POLICY
Your order will be delivered to you in a vase, ready to display in your home upon its arrival. On each delivery, you will receive a new vase with freshly arranged flowers and our delivery team will collect the empty vase used in the previous delivery. The vase used for the arrangement in your final delivery is complimentary and yours to keep.
With the exception of the vase used in the final delivery of your subscription order, the vase in which each of the subscription flowers are delivered remain the property of Wonderland Botanicals and is delivered to you on the basis of a temporary loan for the duration of approximately one week.
Condition of Vases
Each vase that is on-loan may not be delivered in brand new condition and may show signs of wear and tear, including but not limited to any of the following types of imperfections and minor damage that do not affect the overall aesthetics or function of the vase (a “Minor Damage”):
- Hairline cracks, smaller than 1” in length (except in the case of glass vases where cracks are not considered a Minor Damage);
- Surface scratches, smaller than 1” in length;
- Small chip on the base or body of the vase, smaller than 1cm in length (except in the case of glass vases where a chip is not considered a Minor Damage); or
- Stains caused by frequent handling of the vase.
Choice of Vase Size & Design
Choice of Vase Size
The size of the vase used in the flower arrangement for your subscription order is pre-determined based on the product you have selected. For each area in the home, we have selected a vase size that we deem to be appropriate for the average home. Depending on the specifications of your own home, you may find the products designated for a particular location in the home suitable for another area in your home. Please refer to our Size Guide for more information.
Choice of Vase Design
We have curated a selection of vase designs to match each of the floral styles in our Flowers For The Home range. Depending on the selection of flowers available on the day of your delivery, our florists will pick the most suitable vase for your arrangement; this choice of vase may vary from time to time and we are unable to guarantee the use of any one particular vase design in your subscription. Please trust that we will do everything we can to select the vase that best compliments your flowers in each delivery.
Please note that we are unable to accommodate any requests for specific vase designs in a subscription order. If you would like to place an order for a subscription of vase arrangements in a specific vase design, please contact us via email@example.com so we may quote you for a bespoke subscription order.
With the exception of the first delivery of your subscription order, our delivery team will complete a vase swap on each subscription delivery, swapping a fresh vase of flowers with the Returning Vase (that was used in the previous subscription delivery).
Vase Collection – Recipient Present
At the time of collection of the Returning Vase, our delivery team will inspect the vase to confirm it is in good condition. Upon verifying that the condition of the vase is acceptable, our delivery team will collect the vase and request for the recipient to sign a Vase Collection Note to acknowledge that the vase has been returned to our Studio. Where there is more than one Returning Vase, separate Vase Collection Notes must be completed for each Returning Vase.
Vase Collection – Recipient Absent
If the recipient is unable to be present for the vase collection, we ask that the Returning Vase be placed in the Wonderland Botanicals reusable paper bag in a safe location close to the front door of the delivery location. On arrival, our delivery team will carry out an inspection of the Returning Vase as per the protocol above and complete the Vase Collection Note accordingly. The completed Vase Collection Note and, where Severe Damage(s) have been found, the Returning Vase will be placed in a Wonderland Botanicals paper bag for the recipient’s attention. (See section Damaged Vases below.)
Failed Vase Collection
If, for whatever reason, our delivery team is not provided with the Returning Vase on their arrival and is therefore unable to collect the Returning Vase, a daily Vase Rental Fee of $10 per vase will be payable by the recipient for the delay in returning the vase. The Vase Rental Fee shall accrue starting from the day after the failed collection date. We can provide a vase collection service for a fee of $25 per location; please place your request for a collection service via the Vase Collection Request Form. Alternatively, vases may be returned to our Studio by hand during our operating hours.
If a Returning vase is found to have any Severe Damage (a “Damaged Vase”), it will be deemed to have been purchased by the recipient and will therefore not be collected by our delivery team. Severe Damage includes but is not limited to any of the following types of imperfections and minor damage that affects the overall aesthetics or function of a vase (an “Severe Damage”):
- Hairline cracks, larger than 1” in length (except in the case of glass vases where cracks of any size are considered a Severe Damage);
- Surface scratches, larger than 1” in length;
- Chip on the mouth of the vase;
- Chip on the base or body of the vase, larger than 1cm in length (except in the case of glass vases where a chip at any location and of any size is considered a Severe Damage);
- Stains or coloured stains that cannot reasonably be expected to have been caused by frequent handling of the vase;
- Any damage that may result in water leakage from the vase; or
- Peeling of paint or any other surface coating regardless of the size of the peeled surface coating.
The Severe Damage(s) will be noted on the Vase Collection Note at the time of the vase swap and the recipient will be asked to acknowledge the damage on the vase by signing the Vase Collection Note. A photo of the Severe Damage(s) will be taken and sent via email to the recipient for their reference.
Vase Damage Fee
A Vase Damage Fee with respect to Damaged Vases will be chargeable in accordance with the table below. An invoice and payment request for the applicable Vase Damage Fee will be sent to the recipient via PayPal within 3 working days.
|Bathroom & Vanity||$30|
Reporting a Vase Damage
If, upon receipt of your subscription flowers, you discover a Severe Damage to the vase in which your flowers were delivered, you may notify us of the damage via our Vase Damage Report Form. Any such vase damage must be reported within 24 hours of receipt of your subscription flowers in order to be eligible for a waiver of any applicable Vase Damage Fees.
Please note all vases are checked and photographed by our Floristry Team prior to their departure on the day of delivery. Any reported vase damage will be checked against our records to verify that the damage was incurred in the course of delivery.
We apologise in advance that we are unable to offer a replacement of vases where the Severe Damage is discovered post-delivery, except in the circumstances where the Severe Damage presents a threat to health and safety.