FAQs

Exchange

We only replace items if they are defective or damaged, wrong items, or purchased at full price. Please note that exchanges for items of a lower value is possible but we will not be able to refund the balance in cash or store credits. And it is valid for one-time exchange only.

Additional on non-refundable items/cases

-On sales products

-Consumable Products

-Balloons

-Products with engraving/customization

Please send us the following to oneflower.macau@gmail.com in order for us to evaluate your case for an exchange for same item or value of similar product: 

Product

Preserved flowers are made by processing fresh flowers through a series of procedures. It not only maintains the characteristics of flowers, but also has richer colors and longer storage time. As long as the environment is kept dry, the flowers can be kept for 1-2 years to avoid worrying about the short-term freshness of flowers.

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. 

At One Flower, we provide a paper bag, a tailor made thank you card as well as box for those who order flower glasses

At One Flower, we provide a paper bag, a tailor made thank you card as well as box for those who order flower glasses. 

One flower thank you message card

Shipping

Yes, certain One Flower floral gifts 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) 

All orders are dispatched from Macau. All items ordered and paid for will ship within 2 business day when stock is available unless otherwise noted in the product description.

If stock lasts, you will receive your products within 3-5 business days for shipping within HK/Macau (depending on your location), for your item(s) to reach you. 

If stock need additional personalisation, please contact us directly and agreed on the completion date before you confirm the order.

For shipping outside HK/Macau, it may take 14-30 business days to arrive depending on your location; payment of duties and taxes may be required. We are unable to ship to forwarding addresses. If an order is placed with a forwarding shipping address, the order may be canceled automatically by our system. 

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. 

Please log in to your One Flower account, and you will see your order history.

Alternatively, you can drop us an email at oneflower.macau@gmail.com with your order number and we will be happy to assist you within 24 hours. 

At One Flower, we value our customers as top priority and thus do our very best to inform you in email or message when we ship out the products as well as when the receipient has received the flowers esp. for those who ordered for friends. 

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.  

Overseas shipping (outside HK/Macau) will be charged according to the weight of items and will be advised accordingly at check-out page. The amount is set lower than usual shipping cost to offer you a warming shopping experience with us.

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. 

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Hope FAQ page helps!