FAQs

FAQ - Product

My product looks bit differently from your picture?

All our products are handmade. We use latest preserved flowers for decorations as some flowers might not be available for all year. As a result, it would be impossible to have identical cakes. Instead, we will try to replace flower with similar color or with similar value to give it a decent look closest to the product image. In addition, all the photos in our marketing materials are taken professionally with studio lighting. 

 Do you customize your products?

 Yes, we do! Let us know what you have in mind and we can provide you with a quote. Please contact us for more information. 

 

FAQ - Shipping

Do you ship internationally?

Yes, certain products can be shipped overseas. Please contact us for more information. Note: During certain peak seasons, we may close international shipping due to various reasons (past shipping time etc)

 How long does international shipping take?

 All orders are dispatched from Macau. Please allow 2-4 days for order handling if stock lasts and another 5 – 10 business days for shipping outside HK/Macau.(depending on your location), for your item(s) to reach you.

During sale and holiday periods, delivery may take longer than the estimated timeframes above. Please ensure that you enter the billing and shipping address in English to avoid delays with your order. All orders require a signature on delivery and we do not ship to international PO Boxes.

 How is the overseas shipping (outside HK/Macau) charged?

Overseas shipping will be charged according to the weight of items and will be advised accordingly at check-out page. All international parcels are shipped via standard courier delivery by our logistics partner.

The overseas shipping fee paid during checkout is not inclusive of overseas customs duties, import duties, foreign taxes or other fees that the destination country may impose. Our logistics partner will be in touch with the recipient of the parcel on the charges to be incurred separately.

 Do I pay customs and import duties if I live outside HK/Macau?

Overseas customs duties, import duties, foreign taxes or other fees that may be imposed are only charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges hence we are unable to include it in the shipping fee or advise how much the cost will be as customs policies and import duties vary widely from country to country.

Please note that in accordance with export regulations we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purchases, even if a customer has placed the order with the intention of delivery to a gift recipient.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

It might be a good idea to check with your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. 

 Can I track my order?

You can drop us an email at oneflower.macau@gmail.com with your order number and we will be happy to assist you with an update on the shipping status.

 I haven't received my order? Who can I contact?

You can drop us an email at oneflower.macau@gmail.com with your order number and we will be happy to assist you.