Frequently Asked Questions — Ordering & Flower Delivery in Hong Kong

(1) Ordering from Hong Kong or Overseas

Can I order from overseas for someone in Hong Kong?

Yes. You can order online whether you live in Hong Kong or abroad. Enter your own contact and billing details, and your recipient’s Hong Kong delivery details. We are a local Hong Kong florist; learn more about our business.

How do I place an order?

1. Browse our flowers and gifts and choose your arrangement.
2. Provide your preferred delivery date, recipient details and any gift message using the available order fields.
3. Review the delivery details, final currency, delivery charge and total at checkout.
4. Complete payment and keep your order confirmation for reference.

What information should I have ready?

• The recipient’s full name and Hong Kong delivery address, including flat or room, floor, building name and district where applicable.
• The recipient’s local mobile number wherever possible.
• Your preferred delivery date and any relevant access instructions.
• Your own contact email and the message you would like to send with the flowers.

Check the details carefully before paying. A complete address and recipient mobile number help us resolve delivery difficulties.

Can I include a personal message?

Yes. Add your message using the available gift-message field when ordering. Include your name in the message if you want the recipient to know who sent the flowers.

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(2) Currency, Payment and Order Confirmation

Which currency will I pay in?

For orders delivered to Hong Kong, checkout updates to Hong Kong dollars (HKD) once you enter the Hong Kong delivery address. This applies whether you are ordering from Hong Kong or overseas.

Please check the final HKD total at checkout before completing payment.

Why might I see another currency while browsing?

Depending on your country or region settings, the main prices shown while browsing may appear in another supported currency. This browsing currency does not necessarily remain the same at checkout.

For delivery to Hong Kong, checkout switches to HKD after you enter the Hong Kong delivery address.

What does “Reference Currency” mean?

The “Reference Currency” selector lets you see an approximate equivalent in a currency familiar to you. Amounts labelled “Approx.” or “reference” are estimates for comparison only—not the amount you will be charged.

Changing the Reference Currency does not change your checkout payment currency. Select “No conversion” if you prefer not to see these estimates.

If your card or payment account uses a currency other than HKD, your bank or payment provider may convert the HKD charge using its own exchange rate and may apply additional fees. The amount on your statement may therefore differ from our reference estimate.

Can I pay with a card issued outside Hong Kong?

International customers can place orders using eligible cards and payment methods offered at checkout. The available options are shown there. Enter the billing details associated with your payment method, rather than using the recipient’s address as your billing address unless it is also yours. Payment is subject to approval by your payment provider.

What should I do if payment is declined or I am unsure it went through?

Check your card details, billing address and any authentication request from your bank. If your bank declines the payment, ask it whether the transaction is permitted. If you see a charge or payment notification but are unsure whether an order was created, check for an order confirmation before trying again, to help avoid duplicate orders. You can use our Customer Service form to ask us to check.

How do I know my order was received?

Look for the order confirmation sent to the email address you entered. Check your spam or junk folder and make sure you used the correct address. If you cannot find it, contact us with the name used to order, recipient’s name, delivery date and payment reference if available. Please do not send full card details. You do not need to receive two separate emails from a particular payment processor.

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(3) Delivery Dates, Coverage and Charges

Where in Hong Kong do you deliver?

We offer delivery throughout Hong Kong, including Hong Kong Island, Kowloon and the New Territories. Provide the complete address and any building or venue access instructions. For a location with unusual access arrangements, please clarify these with us before ordering.

Do you offer same-day flower delivery?

Yes. Place your order before 2:00 PM Hong Kong time for same-day delivery. This cutoff is based on Hong Kong time, not the time in the country where you are ordering. Please do not assume an order placed after the cutoff can be delivered that day. See our same-day delivery information.

Can I arrange delivery for a future date?

Yes. Provide your preferred delivery date when ordering. We recommend ordering at least one day ahead for better flower selection and delivery planning, and earlier for Valentine’s Day, Mother’s Day and other busy occasions. If a date is unavailable in the ordering process, do not assume a note requesting that date confirms it.

Do you deliver on weekends and public holidays?

Yes. Our delivery service operates on weekends and Hong Kong public holidays as well as weekdays. Order ahead for busy dates. Severe weather can affect the delivery schedule, as explained below.

How much is delivery?

Our standard delivery fee within Hong Kong is HK$100. Review your order total and delivery charge at checkout before paying. Additional charges can apply in the specific failed-delivery circumstances explained below. Any fees charged by your bank or card issuer are separate.

Can I request morning delivery or a particular time?

For a morning delivery request, please place your order at least the day before. If timing is essential, explain your requirements through our Customer Service form before purchasing so we can discuss the arrangements. A requested time is not a confirmed appointment unless we have agreed it with you.

Why is the recipient’s mobile number important, and what if delivery fails?

A local mobile number helps us contact the recipient about access or delivery difficulties. Please provide it wherever possible and check that the delivery address is complete and accurate.

If we cannot complete delivery on the scheduled date and do not have the recipient’s mobile number, we will contact you using the email address provided with your order.

Redelivery may involve an additional delivery charge. If a new bouquet needs to be prepared, a separate charge for the new bouquet will also apply. We will explain the available arrangements and confirm the total additional charge with you before proceeding.

Please provide accurate recipient details to help avoid delivery difficulties and additional costs.

What happens during a typhoon or heavy rainstorm?

If the scheduled delivery date is affected by Typhoon Signal No. 8 or a heavy rainstorm, delivery will be rescheduled to the day after the relevant warning is lowered. Please take this into account when ordering for a time-sensitive occasion.

Can you arrange delivery outside Hong Kong?

We can assist with enquiries for deliveries through partner networks in places such as mainland China, Macau and Taiwan. Use our Customer Service form for a quotation and to confirm the arrangements before ordering. Hong Kong delivery charges and same-day cutoffs should not be assumed to apply to other destinations.

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(4) Flower Availability and Substitutions

Are all flowers available throughout the year?

No. Flower availability depends on season, weather and supply. If a particular main flower is essential to your gift, check with us before ordering. Matching flowers may be substituted when necessary, using our florists’ professional judgment to preserve the overall arrangement.

What happens if the main flowers I chose are unavailable?

Our flower specialists will suggest alternatives. You may choose another flower type, change the delivery date or cancel the order. We will confirm changes to the main flowers with you. Changes to matching flowers do not require separate confirmation under our substitution policy.

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(5) Order Changes and Cancellation Requests

Can I change the delivery date or time?

Please notify us at least one day before the scheduled delivery date. During festive periods such as Valentine’s Day and Mother’s Day, three days’ advance notice is required. We will do our best to assist; please wait for confirmation rather than assuming a submitted request has changed your order.

What if I entered the wrong details or want to cancel?

Contact us as soon as possible through our Customer Service form, giving your order details and the correction or cancellation you are requesting. Please do not assume the order has been changed or cancelled until we confirm. The option to cancel when your main flowers are unavailable is explained above; other cancellation requests need to be reviewed with our team.

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(6) Our Satisfaction Guarantee

What if I or my recipient is unhappy with the flowers at delivery?

Your purchase is backed by our 100% Satisfaction Guarantee. We guarantee fresh, beautiful floral arrangements and quality specialty gifts. If you are not satisfied with your purchase at the time of delivery, please let us know. We will be happy to arrange a replacement or make a refund.

This applies whether you ordered from Hong Kong or overseas. If you are abroad, ask the recipient to let you know about any concern when the flowers arrive, then contact us with the order details.

Do I have to upload photos to raise a concern?

No. Photos can help us understand a concern, but they are optional and are not a condition of the guarantee. Please contact us even if you do not have photos. Include your order number if available, the recipient’s name, delivery date and a brief explanation.

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(7) Privacy and Customer Support

How is my personal information handled?

Our Privacy Policy explains how we handle buyer and recipient details, payment-related information, enquiries and optional photos, including processing by Shopify and other service providers. Enter payment details only through checkout, not in an enquiry or photo upload. Submitting the Customer Service form does not automatically subscribe you to marketing.

How can I contact you from Hong Kong or overseas?

Use our Customer Service form. We will reply to the email address you provide. For an existing order, include the order number if available, recipient’s name and delivery date. Please avoid passwords, full card details and unnecessary sensitive information.

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