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Shipping policy

🚚 Shipping & Delivery Policy

We deeply understand that every bouquet carries your precious sentiments. Reflower is committed to ensuring that your flowers are delivered to the recipient on time and in the freshest, most perfect condition. Please read the following delivery and pick-up arrangements carefully before placing your order:

1. Store Pick-up

  • Pick-up Location: Prince Edward Store (The detailed address will be provided in the order confirmation email).

  • Pick-up Hours: Monday to Sunday [Please insert operating hours, e.g., 11:00 - 19:00].

  • Important Notes: Please collect your flowers on the designated date and time. To prevent the flowers from wilting, if the order is not picked up on the designated date, it will be forfeited without a refund.

2. Delivery Areas & Fees

  • Standard Delivery Areas: We offer standard delivery services across Hong Kong (Hong Kong Island, Kowloon, and the New Territories).

  • Remote Area Surcharge: For delivery addresses located in remote areas (e.g., Mid-Levels, Stanley, Discovery Bay, Ma Wan, Tung Chung, Airport, Disneyland, and other outlying islands), an additional remote area shipping fee will apply. The actual shipping fee will be displayed at checkout or confirmed by our customer service team.

  • Non-Delivery Areas: Restricted areas, and walk-up buildings/village houses without direct elevator access (handover may need to be arranged on the ground floor or at the village entrance).

3. Standard Delivery Time Slots We offer the following two standard delivery time slots for you to choose from:

  • Morning Slot: 09:00 - 14:00

  • Afternoon Slot: 14:00 - 18:00

  • Note: Standard delivery service cannot guarantee an exact arrival time (e.g., "Must arrive at 2:15 PM"). If you require delivery at a specific time, please contact our customer service in advance. We will do our best to arrange it based on manpower availability, and a "Specific Time Surcharge" may apply.

4. Failed Delivery Arrangements To ensure your gift is delivered smoothly, our delivery team may contact the recipient prior to or upon arrival. In the following situations, we will take corresponding measures:

  • Unable to Contact Recipient: If the delivery personnel arrive at the destination and the recipient does not answer the phone after 3 attempts, or no one answers the doorbell.

  • Handling Procedures:

    1. The delivery personnel will attempt to hand the bouquet over to the building management office or reception for safekeeping (if applicable).

    2. If handover to a third party is not possible, and with the sender's consent, we will leave the bouquet outside the door. In this case, Reflower will not bear any responsibility for the loss or damage of the bouquet.

    3. If the above methods are not feasible, the bouquet will be returned to our studio. If a redelivery is required, the customer will need to pay an additional Redelivery Fee (the fee depends on the location). Due to the limited shelf life of fresh flowers, redelivery must be arranged within 24 hours of the original delivery date.

5. Cut-off Time & Urgent Orders

  • Please try to complete your order and payment at least [Suggestion: 2-3 days] before the delivery date so that we can prepare the freshest blooms for you.

  • For same-day or next-day delivery (urgent orders), please contact our customer service directly via WhatsApp or email before placing your order. We will try our best to accommodate your request based on floral availability and manpower on that day.

6. Extreme Weather Arrangements To ensure the safety of our delivery personnel, delivery services will be adjusted under extreme weather conditions:

  • When the Hong Kong Observatory issues a Tropical Cyclone Warning Signal No. 8 or above, or a Black Rainstorm Warning, all delivery services will be immediately suspended.

  • Once the warning signal is lowered, our team will contact you as soon as possible to reschedule the delivery time. No refunds will be provided for delivery delays caused by extreme weather conditions.

If you have any special requests or inquiries regarding delivery, please feel free to contact us at cs@reflower.com.hk.