Refund, cancellation, and quality guarantee questions
How long do refunds take?
Refunds are processed within 3 business days of approval. After that, your bank typically takes another 3–7 business days to show the refund on your statement, depending on the card issuer. So from start to finish: expect 5–10 business days total. If it’s been longer than that, email sales@thatflowershop.sg with your order number and we’ll chase it with our payment provider.
Can I cancel my order?
Cancellations are reviewed case-by-case, usually with a partial refund. To cancel, email sales@thatflowershop.sg or WhatsApp +65 8798 1816 with your order number.
What if the flowers arrive damaged or wilted?
Tell us within 24 hours of delivery and we’ll replace the bouquet at no charge. Send us a photo on WhatsApp (+65 8798 1816), the order number, and a short note on what went wrong. Replacement delivery is scheduled within 24 hours. This is rare — our florists hand-check every arrangement before it leaves the shop — but Singapore’s heat and occasional transit bumps mean it happens. We honour it.
What if the recipient isn’t home when the flowers arrive?
Default protocol: our driver leaves the bouquet in a safe, sheltered spot (usually outside the front door, under cover if possible) and sends you a WhatsApp photo so you know exactly where it was placed. For condos with guardhouses, we coordinate hand-off at the guardhouse. If you want a specific alternative (leave with neighbour, return to shop, retry later), add instructions at checkout or let us know by WhatsApp.
Can I change the recipient or delivery address after ordering?
Yes — up to the same 24-hour cutoff as date changes (72 hours for peak periods). WhatsApp us with the order number and the new details. The new address must be within Singapore; changing to an overseas address isn’t supported since we only deliver locally.
Payment and pricing questions
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), debit cards, PayNow, and direct bank transfer (DBS / OCBC / UOB). Invoices are accepted for business purchases on net-30 terms for registered companies. In case of a larger order requiring a particular mode of payment, please WhatsApp us and we will discuss the options accordingly.
Do I need to create an account to order?
No. Guests can always check out without signing up on any product page; simply provide your delivery address and pay for the order. However, having an account is beneficial if you intend to reorder (previously saved addresses and order history), track deliveries in real-time, or enroll in our weekly flower subscription service. But if none of that interests you, there’s no need to sign up at all.
Do you offer corporate or bulk order discounts?
Yes. Orders above 10 units, which are being delivered to several separate addresses (for example, corporate gifting, employee appreciation, launch event promotions), qualify for bulk discounts. For bulk sales of opening flower stands (for office openings, multi-outlets launching), please send us a WhatsApp message for a personalized quote.
Questions about our flowers and custom arrangements
Can I order a custom flower bouquet?
Absolutely. WhatsApp us at +65 8798 1816 with: your budget, the occasion, any must-have or must-avoid flowers, and the colour palette you’re thinking of. Our florists reply within 60 minutes with a design proposal and photo reference. Custom hand bouquets start at $55; custom bridal bouquets and 99-rose arrangements at their standard pricing tier. Lead time: 24 hours for standard customs, 5–7 days for wedding or premium orders.
Do you deliver to hospitals?
Yes — to every major Singapore hospital. For flower gifts, we know each hospital’s ward rules (no latex balloons, no strongly scented flowers in certain wards, bedside delivery protocols). For maternity visits, browse our baby hamper collection. For recovery visits, our get-well hampers are designed to comply with ICU, oncology, and transplant ward restrictions — including flower-free options.
Can you deliver funeral flowers at short notice?
Yes. For funeral flowers in Singapore, we’re on-call 24/7. Call or WhatsApp +65 8798 1816 with the parlour name, service time, and family name for the card. For urgent overnight cases, we prepare the stand overnight and deliver from 7 AM. Typical minimum lead time: 3 hours before the service starts, though we’ve delivered faster for genuine emergencies. Standard condolence wreaths from $50; funeral flower stands from $70.
Do you print Chinese characters on flower stand card?
Yes — both simplified and traditional Chinese characters are supported on grand opening flower stands and funeral card. Every Chinese card is proofread by a Mandarin-speaking team member before printing. Template messages in English, Mandarin, Malay and Tamil are offered free of charge. For guidance on choosing the right Chinese grand opening message, see our full Chinese messages guide in the blog.
How long do your flowers last after delivery?
Fresh-cut hand bouquets: 5–7 days with basic care (change water every 2 days, trim stems at a 45° angle, keep in air-conditioning, away from direct sunlight). Bloom boxes: 5–7 days; top up water every 2–3 days. Potted orchids: 4–6 weeks of bloom, with the plant surviving years. Preserved flowers: 1–3 years with no water. A care card is included with every order.
Can I include a card with my order?
Every bouquet deliver with a card at no extra cost.