Terms and Conditions
By placing an order on this website, you are agreeing to the following terms and conditions:
Orders and Cancellations
Order Acceptance Policy
All orders requests received are subject to acceptance by My Floral Letter Company Limited, and any of its personnel, reserve the right, at our absolute discretion, to reject any order. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Changes to your order
If you wish to change your order, please do so via your account on our website, you can find the steps on our FAQ session or if you have encountered any problem, please drop us an email at hello@myfloralletter.co. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address) that are requested by 9:00 AM (HK time) 7 working days before the intended delivery date.
Cancellation Policy
Orders can be cancelled by 9am 7 working days before the intended delivery date. The easiest way to cancel your order is via the "My Account" area of the My Floral Letter website. You may find the steps on our FAQ session. You can also cancel by contacting us at hello@myfloralletter.com.
Pausing or cancelling your subscription
If you wish to change your subscription, please do so via "My Account" area of the My Floral Letter website. You may find the steps on our FAQ session. You can pause or cancel a subscription at any time by providing notice to us by 9am 7 working days before any intended delivery within your subscription plan. For bi-weekly order, if you would like to pause, you may pause after your first deliver however, the second delivery must be made within 2 months from the intended second delivery date. Please note that cancellation for the bi-weekly order can only be done on a ‘2 deliveries’ basis. (i.e. first delivery on the first week of Monday each month, second delivery on the third week of Monday each month, then you may cancel without charges after the 2 deliveries. If you would like to cancel after the 3rd delivery, we will still take the payment for the 4th delivery and cancellation will take place after the 4th delivery.) Where notice is provided after that time, please note you will still receive and be charged for your next delivery (as we will have already have ordered your flowers), but your pause or cancellation instruction will take effect after that delivery. Our subscriptions are intended to be ongoing with multiple deliveries, and whilst you are welcome to pause or cancel at any time, we reserve the right to cancel subscriptions if we consider this is being abused.
Subscription prices
The price for each order within a subscription is the price at the time when a subscription is set up. We reserve the right at our absolute discretion to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners. If we raise our prices, we will notify our subscribers and provide the option to cancel your subscription free of charge.
Delivery
If you won’t be in when we deliver, we’ll leave your flowers in a designated safe place suggested by you. Please understand that we cannot be held responsible for any item missing or damaged once we have left the flowers at the suggested designated safe area.
If there is no lift at your building, we will hand deliver the flowers to you on ground floor.
You can choose your delivery date as below:
First week of each month: Monday or Friday
Third week of each month: Monday or Friday
If the Delivery date falls on a public holiday, delivery will be moved to the day before or after. Please refer to our delivery schedule.
Delivery tim slot can be chosen from one of the below:
9:00-13:00/ 13:00-17:00/ 18:00-21:00
Once you have made your first order, we will deliver your flowers on the same weekday and at the same time period each month.
For bi-weekly orders, we will deliver your flowers on the first and third week of the month.
Although our team will always try our best to ensure punctual delivery for our customers, My Floral Letter cannot be held responsible if a delivery arrives late due to any circumstances outside of My Floral Letter control.
In the event of a non-delivery (flowers not having arrived on the intended delivery date), please contact us at hello@myfloralletter.com or use our live chat service from our website. It is the customer's responsibility to contact us within 24 hours of the scheduled delivery date so that we can follow up for you.
My Floral Letter only delivers within Hong Kong.
All locations: $50
Delivery service is not available in the following areas
Outlying island, Ma Wan, Chek Lap Kok (including Hong Kong International Airport), Hong Kong Disneyland , Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau, Lamma Island, Ta Kwu Ling, Mai Po, Tsuen Wan Slaughterhouse , Shenzhen Bay Port, Lok Ma Chau, Man Kam To, Sha Tau Kok, Lo Wu, Lok Ma Chau Spur Line and prohibited areas
We reserve the right at our absolute discretion, to use a different delivery method without prior notification.
If you change address, you must update your address details on the "My Account" section of the website to ensure that no deliveries are sent out to the wrong address. Please ensure this is done by 9am 7 working days before your next order is due to arrive. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
Flowers
Freshness
Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. It is also important that the flowers are taking care of as soon as it has been delivered. If you receive flowers that do not seem fresh, usually they are just thirsty as we send our blooms dry. We recommend you to take a photo of the blooms and follow the flower care card to see if they will perk up fully again. In case the flowers still look sad at night in water, please contact us at hello@myfloralletter.com to let us know within 24 hours. Please note that you will need to email us a photo of the un-fresh flowers within 24 hours of receipt for us to follow up. If the flowers do not meet our high freshness standards, depending on situation we may offer a discount or replacement at our discretion.
Damage
While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us immediately. Please note that you will need to email us a photo of the damaged flowers in question within 24 hours of receipt of the flowers. If the flowers do not meet our high freshness standards, depending on situation we may offer a discount or replacement at our discretion.
Returns
Please understand that due to the perishable nature of flowers, we are unable to accept returns.
Flower availability and substitution
All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
Situations beyond our control
Adverse weather conditions
During adverse weather conditions, our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to take responsibility of affected orders.
Offer Terms and Conditions
Offer and promotion code is only valid during designated promotion period.
All promotion codes are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions.
The promotion code must be entered in to the ‘I have a coupon’ field on the order summary page.
In case of any disputes, the decision of My Floral Letter shall be final.