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, both via the website or directly from EF via email or phone. 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 (yours). The email you provide while checking out will receive one order placement invoice from our website, and another from PayPal regarding the payment transaction. These do not necessarily mean that your preferred delivery date and time slot are confirmed. A member of our team may contact you to confirm or make arrangements.
GOODS AND SERVICES TAX: Enchanted Fiore absorbs all GST charges and bank processing fees. You only need to pay the listed product price.
DELIVERY POLICY: Unless specifically written, Enchanted Fiore provides one complimentary delivery for all orders in Singapore, excluding secured and special zones*. All deliveries are tracked. We currently only provide complimentary delivery to Singapore locations. Mode of complimentary delivery is stated in the product specifications and may include courier door to door delivery (subject to confirmation of customer's preferred date and time slot) or regular courier (not time-specific, estimated within 3 working days). Do read the product specifications carefully and clarify if in doubt.
DELIVERY TIMESLOTS: 9am - 1pm, 1pm - 6pm, 6pm - 11pm, or as stated on product description page. Though we try our best to keep delivery to your preferred time slots, please note that due to traffic conditions, +/- of one hour outside the delivery time slots may be unavoidable.
A member of EF may contact you to confirm your preferred delivery date and time slot (Refer to "Contact Information" above. Driver delivery arrangements are prepared in advance. A charge of $30 will apply for rescheduling delivery arrangements.
Additional Delivery Charges: EF reserves the right to charge for - Special Delivery Time (10pm - 8am): $50 - Specific Time Delivery (applies to any special time request within the specified EF 4-hour delivery time frames +/- 1 hour): $30 - Urgent Delivery (less than 24 hours prior): $30 - Secured Zones* and Sentosa Delivery: Additional $15 - CBD / Town Area: Additional $10 - Reschedule Charge: $30 If you require any of the above delivery arrangements, please contact us at +65 9737 8777 or +65 9740 1569.
*SECURED ZONES (Singapore): There will be a S$15 charge for delivery to the following locations: Airline Road, Airport Cargo Road, Airport Zone, ALPS Ave, All Camps, Checkpoints, Construction Sites, Jurong Island, Jurong Port, PSA Ports, SATS, Aerospaces, Sentosa, Shipyards and Supply Bases.
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.
REGULAR COURIER: Products sent using Complimentary Regular Courier (not date or time specific) are sent using third party courier companies. Tracking information will be provided, deliveries are estimated to be within 3 working days. EF does not know the exact or estimated timing deliveries will be made, though courier companies generally deliver during office hours or between 10am - 8pm. Couriers may leave your parcels with the office receptionist. Should there be no one at home to receive the parcel, there is one complimentary redelivery. You may contact the courier company directly to arrange a suitable redelivery time slot. Alternatively, do contact us and we will be glad to help you facilitate redelivery.
INTERNATIONAL DELIVERIES are recommended to be made using DHL Express. Please write in to us at email@example.com or contact us at +65 9737 8777 / 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. Glass domes are not recommended for international deliveries as they risk higher chance of breaking during international handling. International Customers are encouraged to consider the purchase of insurance with DHL/ the courier company. Do let us know if you wish to add insurance to your parcel. Otherwise, our quoted prices do not include insurance for the international shipping. Should damage occur, Enchanted Fiore would do our best to seek refund from the courier company. The customer bears the risk of damage and all costs involved should insurance coverage not be requested for. Photographs of the product, packaging and protection will be sent via WhatsApp (for Singapore orders) prior to dispatch with a courier company. Following approval from customers (and pickup by the courier companies), Enchanted Fiore will not be liable to any damages
OVERSEAS CUSTOMS AND IMPORT DUTIES: 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 recipient country's custom policies, please contact your local customs office.
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.
QUALITY CHECK UPON RECEIPT/DELIVERY: EF takes the effort to ensure items are checked and in good condition before they depart for delivery. As we use third party urgent couriers, accidents may happen along the way, please ensure that item is received without damage. Please check and ensure that product arrives in good condition upon receipt of item, prior to signing acceptance of delivery. Where possible, when product arrives damaged, please have the driver return the parcel, we will arrange for a replacement within 3 working days. In the event of returns due to severe damages, and the purchaser chooses to have monetary refund instead of a product replacement, EF will only refund up to 20% of paid amount (if discount is applied) on a case to case assessment basis.
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.
Enchanted Fiore is not liable for damages and malfunctions if a modification is requested by the client.
Designs crafted based on Client's modified or customised designs are not liable for exchanges or amendments after delivery is completed.
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 (at least 3 days in advance of confirmed delivery date) will yield a 50% return amount. - Cancellations (less than 3 days in advance of confirmed delivery date) will yield a 20% return amount. - There will be no refund for cancellations made in less than 24 hours before the date of delivery. Cancellations have to be made in writing, and only confirmed upon receiving a cancellation confirmation from us.
DELIVERY RESCHEDULE POLICY: Kindly contact us to reschedule or cancel at least/ more than 24 hours in advance. This is because private driver bookings are arranged a day before delivery. Rescheduling less than 24 hours before confirmed date for a change of delivery arrangements will incur a $30 reschedule charge. Change in time of delivery is not guaranteed; However, we try our best to get the arrangement at the specified time. Requests for reschedule have to be made in writing, and only confirmed upon receiving a reschedule confirmation from us.
FORCE MAJEURE CLAUSE: Enchanted Fiore shall not be considered in breach of this sale of goods agreement or be under any liability whatsoever for non-performance, part-performance or delay in performance of our obligations if failure or delay arises directly or indirectly from unforeseen circumstances (not restricted to but examples are outbreak of virus or disease, acts of god, outbreak of hostilities, civil disturbances, fire/ flood/ fog and bad weather, power failure, default of suppliers or subcontractors (such as logistic third parties), theft, malicious damage, lockout or industrial action of any kind, damage or destruction to our work space etc). Any event, cause or circumstance whatsoever beyond our control or which directly or indirectly prevent, frustrates or hinders us from fulfilling our obligations.
PRODUCT IMAGES ON WEBSITE AND INSTAGRAM: Photography props are not included in product sale. Key component of the products are in the descriptors. 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 with metallic paint and may result in spotting. The paint application can cause the rose to have cracks and additional spotting with time.
CREDIT CARD DISPUTES: Take notice that our bank account name is registered as Enchanted Fiore Pte Ltd. Disputes over charges raised to your company will incur a cost of $15 in PayPal. We judiciously keep records of delivery receipts and deliveries are made with third party couriers, which also keep records. Unless our company is willing to absorb the dispute charges, a client who raises a chargeback dispute will agree to bear the dispute charges upon making purchases from us. We advise you to seek clarification if in doubt, as a copy of the PayPal receipt as well as one from our website will be sent to your emails upon order placement.
FRAUDULENT CREDIT CARD DISPUTES: In cases where clients fraudulently dispute the credit card charges and refuse our communication attempts, Enchanted Fiore will not hesitate to take legal action.
Thank you reading the Terms and Conditions in detail. We welcome enquiries and clarifications to serve you better.
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 re-creation. Sometime it is because they see designs on other websites that require 3 - 6 weeks of pre-order timing (for them to ship it 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.
Why does Enchanted Fiore only estimates 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 different climates 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. Singapore is at the higher end of the spectrum, or over, for both conditions.
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 leave the arrangement as they are.
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 a while 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 firstname.lastname@example.org for us to assist you with your order.