Unless otherwise specifically agreed in writing, the terms and conditions contained in the Customer Charter and Delivery Policy shall apply to any purchase/order placed by the customer. In the event of any inconsistency between these terms and conditions and any other printed or written document passing between the parties (including without limitation the Customer's Sales/Purchase Order) the terms and conditions in the Customer Charter and Delivery Policy prevail.
CONTACT INFORMATION: Please provide the delivery address for the recipient, but the purchaser's email and contact number. A member of our team may contact you to arrange for the delivery schedule.
GOODS AND SERVICES TAX: Enchanted Fiore absorbs all GST charges and banking fees. You only need to pay the listed product price.
DELIVERY POLICY: Unless specifically written, Enchanted Fiore provides complimentary delivery for all orders in Singapore, excluding secured zones. All deliveries are tracked. We currently only provide complimentary delivery to Singapore locations. Mode of complimentary delivery is stated in the product specifications.
SECURED ZONES (Singapore): There will be a S$15 charge for delivery to the following locations because there are added procedures and/or costs for drivers and courier companies: Airline Road, Airport Cargo Road, Airport Zone, ALPS Ave, Camps, Checkpoints, Construction Sites, Jurong Island, Jurong Port, PSA Ports, SATS, Aerospaces, Sentosa, Shipyards and Supply Bases.
DELIVERY TIMESLOTS: 8am - 12pm, 1pm - 5pm, 6pm - 10pm. Though we try our best to keep delivery to your preferred timing, please note that due to traffic conditions, +/- of one hour is to be expected.
Delivery between 10pm - 8am: There will be a midnight charge of S$50 for requested delivery between this time frame. Please contact the EF team for special arrangements.
Time specific deliveries: Enchanted Fiore has the right to impose S$20 for time specific deliveries. We have the right to reject time specific deliveries due to delivery personnel constraints.
INTERNATIONAL DELIVERIES are recommended to be made using DHL Express. Please write in to us at firstname.lastname@example.org or contact us at +65 9740 1569 for corporate DHL Express rates. Rates vary due to the size of your choice of products and delivery destination. We will assist with checking various international courier rates at no additional admin or packing charges.
As all products are custom made to order, and every rose is different, designs are prone to differ slightly. Delivered products will be 90% similar to depicted images. Please do understand that roses can look different due to lighting and country of origin. Every rose is distinct as they are real roses.
RETURN POLICY: Due to the nature of our products, we currently do not accept returns. Please remember that these are real flowers which have been preserved. They are therefore delicate. Spoilage due to rough treatment after handover will not be entertained.
Please check and ensure that product arrives in good condition upon receipt of item. All items are checked to be in good condition before they depart for delivery. As we use third party urgent couriers, and accidents may happen along the way, please ensure that item is received without spoilage.
RESCHEDULE/ CANCELLATION POLICY: We understand that your plans may change, and orders may need to be cancelled. We would like to accommodate to your plans as best as we are able. As our products are made to order, please note that cancellations will yield a 50% return amount only. Kindly contact us to reschedule or cancel at least 24 hours in advance. Reschedules/ Cancellations are only honored if you receive a reply in writing. Time of delivery isn't guaranteed however, we try our best to get the arrangement at the specified time.
REDELIVERY POLICY: Additional charges of S$30 per trip will be incurred if incorrect contact details were provided, or if no one receives the item delivered to the given address. Purchases will be redirected for redelivery if delivery is unsuccessful. Due to schedule considerations, delivery drivers will not wait beyond ten minutes.
CUSTOMS AND IMPORT DUTIES INFORMATION: By placing your order, you acknowledge: your order may be subject to import duties and taxes, which are levied once your package reaches your destination country; Enchanted Fiore does not collect duties and taxes and cannot predict what your particular charges may be; and in the event you incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office.
PRODUCT IMAGES ON WEBSITE AND INSTAGRAM: Styling props featured are not included. Actual color tones of flowers may differ slightly from image due to lighting and computer resolution.
ROSE COLOR MIXTURE DECLARATION: Positioning dark colored roses next to light color roses may result in the darker rose color bleeding onto the light roses.
METALLIC ROSES: Roses in this collection have been sprayed and may result in spotting. Although the roses will last a year, the paint application can cause the rose to have cracks and additional spotting as the rose blooms.
FREQUENTLY ASKED QUESTIONS
The design that I saw on your website is no longer displayed. What happened to it, and will it be restocked? It is our company policy to prevent clogging due to the variety of designs available. We therefore believe in removing or hiding products that are currently out of stock. If we have definite plans to restock the items, "pre-order" will be stated in the selection option. Pre-orders usually take 2 - 3 weeks for the materials to arrive. Should you be strongly inclined towards a particular design, do write in to us and we will see how we can work out a solution for you.
Can I order a custom-made design? Our regular customers frequently send in designs from all over the world for our recreation. Sometime because they see designs on other websites that require 3 - 6 weeks of pre-order timing (for them to ship the designs in). Do write in to us for a quotation with the image and description, and we will get back to you with a reasonable quotation and time frame for crafting.
How come Enchanted Fiore only promises the lifespan of roses to be more than a year when other companies claim 2 to 3, 5 to 10 years or even Forever? We import Grade A roses from around the world - Yunnan, China, Japan, London and the supremely Awesome (though its also Grade A) quality roses from Ecuador. These places have a very different climate from Singapore. The optimum condition for maintenance of preserved flowers is at relative humidity levels of 40% to 70%, and temperatures between 4 degree celsius and 30 degree celsius. Sadly, we are at the higher end of the spectrum, or over, both conditions. Besides, 8 in 10 companies fold each year, and the two remaining join another 8 to form the pool of 10 in the following year.
Can I remove the roses from the boxes? Because of the way that they are meticulously placed within the box, removing the roses will damage them and ruin the arrangement. It is therefore highly recommended that you just leave the arrangement as they come.
What kind of maintenance do the flowers need? Unlike normal roses which may require constant watering, a change of vases, and grooming of loose, wilted petals, our roses maintain their freshness and longevity for up to year with no serious exertion from your part. Simply keep the roses away from direct sunlight and within normal room temperature. Eye power once in awhile is recommended. A few phenomenas to take note of:- - Rose petals turn translucent/ Mist forms in glass domes: Due to the difference in temperates between air-conditioned rooms at night and the heat at mid-day, condensation naturally occurs inside the dome. Open the glass cover and air the rose to dry. - Rose softens at the edges and petals open/ fall: The roses age naturally with time. Refrain from trying to "reshape" the rose as it might detach more petals. - Rose color fades: Exposure to sunlight, and certain strong lighting may cause the color of the roses to change or fade. Enquire about the REFRESH PROGRAMME.
REFRESH PROGRAMME Enchanted Fiore believes in providing the best for our customers. Some people decide they want a change of color after awhile, or their rose ages and they want to retain the design. Contact us for a quotation. Enchanted Fiore also "adopts" glass domes of other florists just like how Mercedes and BMW adopt Parallel import cars. A slight adoption fee of 10% applies to products sent for REFRESH not carrying the EF branding.
What payment modes do Enchanted Fiore accept? As each product is made to order, your purchase will be processed once payment is received. Our website uses the PayPal payment portal, where you can use your Paypal account, or any credit/ debit card. Alternatively, we also accept PayLah!, PayNow and Bank transfer. For these payment modes, please contact us at 9740 1569 or email@example.com for us to assist you with your order.