Policies
DELIVERY
How much is delivery?
Delivery island-wide is free. However, we charge an extra $10 for delivery to CBD & Tuas and $15 for deliveries to Sentosa.
Where do you deliver to?
We only deliver to areas within mainland Singapore. We also do not deliver to Restricted Areas as we are not able to enter the premises. At certain premises, we may not be able to access the compounds/buildings due to the security policy. In these instances, we will contact the sender for further instructions. We seek your kind understanding,
What if there is no one to receive the delivery?
It is the responsibility of the sender to ensure that there is someone to receive the flowers at the delivery address. If there is no one to receive the flowers, the sender may opt to leave the flowers with the reception, outside the door of the delivery address or have Lou Flower Studio bring back the flowers. In order to meet our commitment to deliver all orders within the day, our delivery staff can only wait a maximum of 15 mins per delivery.
Lou Flowers Studio will not be responsible for flowers that is left outside the door or with the reception onwards. If the flowers are brought back, the sender may opt to pick them up in person or have them re-delivered the next day for $10-$20 depending on location.
PAYMENT
What payment methods do you accept?
We accept payments via Paypal, major credit and debit cards, DBS Paylah and bank transfers (UOB and DBS/POSB). For payment via DBS Paylah and bank transfers, you will be given instructions in the final payment method page after keying in your order details.
RETURN & REFUND POLICY
Delivery Failure or Damage
Our flowers and goods are carefully curated, designed and packed to ensure they arrive as beautiful as when they left us. However, on the rare occasion, a delivery may fail to arrive at its destination due to an unforeseen delivery issue, or may arrive damaged. Should this happen to a level you deem unacceptable, please contact us via WhatsApp at +65 91801050 immediately so that we can arrange a re-delivery on the next available delivery date, or a refund. Please kindly note that you will need to provide a photo of the damaged flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. Lou Flower Studio has no influence over these timescales. If we believe that there has been an abuse of our 100% Satisfaction Guarantee policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer of our decision via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.
Returns
Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.
Availability and substitution
All products are subject to availability. In the event of any supply difficulties or if the goods we have received from our supplier 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.
Flower Care
It is important that the flowers are cared for correctly. Putting them by heat sources or draughts or failing to maintain a clean supply of the water will drastically shorten their lifespans. If we are informed that our flowers have died very quickly, we may, at our sole discretion, choose to resend another arrangement if we believe that there was a genuine issue with the flowers. If flowers have not been properly cared for, we regret we will not resend the flowers.
Have other questions?
Contact us at hello@louflowerstudio.com or drop us a WhatsApp at +65 9180 1050.
