THE FLORAL KEEP

1. Availability and Substitution
The fillers used in each product are subject to change because some may only be available seasonally. The Floral Keep will always do our best to ensure that your order matches the picture in our catalogue as much as possible by substituting unavailable items with the most similar ones. Fortunately, there are many species of flowers and fillers and a suitable substitute is usually easy to find.

2. Ordering and Payment
Ordering online will require you to pay using your credit card, debit card, Paypal account, or credit or debit card via Paypal. You will then receive an e-mail confirming that you have made payment for your purchase.

To order offline, you may contact us at hello@thefloralkeep.com, or via phone at +65 8869 3967. You may contact us (via SMS, WhatsApp, or phone call) from 11am to 7pm from Mondays to Sundays, including Public Holidays.

Upon confirmation of your order, you can decide to pay through two methods:
- Bank Transfer (Maybank Account: 04101078396)
- PayNow (UEN ID: 201934389Z)

Please note that payment has to be made before we execute your order. Payment after viewing an image of the product is strictly not allowed. We reserve the right not to fulfil your order if payment has yet to be made four to six hours before the desired time of collection or delivery. 

 

Orders for Fulfilment Within 24 Hours (Same Day Orders)
We welcome all same day orders or orders that are required to be fulfilled within 24 hours, to be made on our website. However, we reserve the right to reject the order due to any unforeseen circumstances.

Should we be able to fulfil your order, there are still certain points to take note of:

Delivery will be made within the delivery time-slot you choose. For orders between 10am-2pm, orders must be placed before 10am, for orders between 1.30pm – 5pm, orders must be placed before 1.30pm and for orders between 5pm-10pm, orders must be placed before 5pm.

 

For specific time delivery, orders must be made one day in advance. The cost of specific time delivery is 40 SGD.

Please note: More details about Delivery and Self-Collection are covered below in their respective sections.

 

Change of Order or Delivery Date and Time
Any changes to your order have to be made known at least TWO days before the date of delivery or collection. We reserve the right to disagree to any major change if your request is made less than TWO days before the date of delivery or collection.

Any changes to your delivery date and time must also be made known at least TWO days before the planned date of delivery, and it must also be at least TWO days before the new date of delivery.

Delivery charges will not be refunded. For example, if you realise that you have to amend your delivery requirements when your actual scheduled delivery is the next day, an extra 5 SGD has to be paid.

Customisation Requests
We welcome customisation requests. You may contact us for a quotation should you like to engage our services.

 

Discounts and Promotions
All discount codes are subject to the following terms:
- Codes are not valid where there is an ongoing promotion.
- The Floral Keep reserves the right to change the terms and conditions of use of the code at any point in time.

3. Delivery
Standard Delivery
Standard Delivery is charged at 4 SGD per trip for orders below $60. For orders above $60, delivery is free!

Our standard delivery is done within 2 - 4 days and no option for time slots will be allowed.

Specific Time Delivery
For customers who wish to have their order delivered at time range that is shorter than our provide range, or at a specific time, they will have to opt for Specific Time Delivery. This will cost 40 SGD

Please allow a 30 minute buffer period in the event of unforeseen circumstances.

Please note that Specific Time Delivery can only be carried out between 11am to 11pm daily. For specific time delivery before 11am and after 11pm, please contact us.

No Show and Re-Deliveries
Customers are to ensure that only correct and accurate information is provided during the process of placing an order online or offline, and a safe place is nominated. Should there be no response from the recipient or customer and no safe place nominated while our delivery personnel is at the delivery destination, our driver will transport the bouquet back to our shop or delivery partner.

An additional 15 SGD will be charged for re-deliveries.

Delivery Restrictions and Surcharges for Certain Locations
There will be a surcharge of 25 SGD for all deliveries to all Army camps, Sentosa, Changi Airport, Tuas and Marina Bay Sands.

 

4. Cancellation
Cancellation Fee
Cancellations can only be made 48 hours before the actual date of collection or delivery that has been set by the customer. The cancellation is still subject to our sole discretion.

An administration fee of at least 10% of the total order amount is applicable to cancellations made 48 hours before the actual date of collection or delivery. The cancellation is still subject to our sole discretion.

We seek your understanding on the administrative fee as it is a reasonable sum to cover our costs of handling your order.

 

Refunds and Exchange
All products sold are non-exchangeable and non-refundable. Any disputes regarding what has been mentioned above will not be entertained.

 

Rejection
We reserve the right to reject any order before payment has been made.

We reserve the right to reject any orders 48 hours before the determined date of delivery due to any unforeseen circumstances.


5. Complaints
The Floral Keep takes all complaints very seriously. We aim to resolve all complaints as soon as possible, as we understand that gifts can be occasion-specific and therefore time-sensitive.

For complaints about flower freshness and/or damage, please take a picture of the bouquet at the point of delivery for us to be able to resolve your complaint fairly and promptly.

6. Personal Data Protection Policy
This section informs you of how The Floral Keep manages Personal Data which is subject to the Singapore Personal Data Protection Act (No. 26 of 2012) (“the Act”). Please take a moment to read this Data Protection Policy so that you know and understand the purposes for which we collect, use and disclose customer Personal Data.

By interacting with us, submitting information to us, or purchasing of any Products offered by us, customer agrees and consents to the following Personal Data Protection Policy:

Personal Data
In this Data Protection Policy, “Personal Data” refers to any data, whether true or not, about an individual who can be identified (a) from that data; or (b) from that data and other information to which we have or are likely to have access, including data in our records as may be updated from time to time.

Examples of such Personal Data provided by customer include (depending on the nature of interaction with customer) name, telephone number, email address, credit card details and any other information relating to any individuals which have been provided by customer in any forms customer may have submitted to us, or via other forms of interaction with customer.

Collection of Personal Data
Generally, Personal Data is collected in the following ways:
when order is submitted on our website;
when customer interacts with administrative staff or florist, for example, via telephone calls, text message or sms, whatsapp call, whatsapp message, facebook message, emails, face-to-face meetings and letters;
when customer submits Personal Data to us for any other reasons.
When customer browse our website, customer generally do so anonymously. However, we may use “cookies”, where a small data file is sent to your browser to store and track information about you when you enter our websites.

If customer provide us with any Personal Data relating to a third party (e.g. information of recipient, spouse, children, parents, and/or employees), by submitting such information to us, customer represents to us that customer have obtained the consent of the third party to provide us with their Personal Data for the respective purposes.

Purposes for the Collection, Use and Disclosure of Personal Data
Generally, The Floral Keep collects, uses and discloses customer’s Personal Data for the following purposes:
process order for delivery;
responding to customer’s queries and requests about their own order. Other customers’ data will not be disclosed;
managing the administrative and business operations of The Floral Keep and complying with internal policies and procedures;
resolving complaints and handling requests and enquiries;
identity verification purposes;
legal purposes (including but not limited to obtaining legal advice and dispute resolution);
conducting investigations relating to disputes, billing, suspected illegal activities or fraud;
processing of payment instructions, direct debit facilities and/or credit facilities requested by you;
administering fee adjustments, refunds and waivers;
notifying customer of entitlements for discounts or promotions;
analysing customer use of the Products and Services so as to help us improve, review, develop and efficiently manage the Products and Services offered to customer, and also to market relevant The Floral Keep's products and services to customer; and
purposes which are reasonably related to the aforesaid.

Disclosure of Personal Data
The Floral Keep will take reasonable steps to protect customer’s Personal Data against unauthorised disclosure. Subject to the provisions of any applicable law, customer’s Personal Data may be disclosed, for the purposes listed above (where applicable), to the following:
fulfill delivery of product(s);
our drivers who transports or delivers our product(s) to the customer or recipient;
vendors or third party service providers in connection with delivery of our product(s) and marketing of our products and services;
external banks, credit card companies and their respective service providers;
relevant government regulators, statutory boards or authorities or law enforcement agencies to comply with any laws, rules, guidelines and regulations or schemes imposed by any governmental authority; and
any other party to whom customer authorises us to disclose customer’s Personal Data to.

Governing Law
This Data Protection Policy shall be governed in all respects by the laws of Singapore.

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The Floral Keep Pte. Ltd.

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