Terms of Use

1. Orders and Acceptance

By placing an order on the Craftway Floral website, you agree to provide accurate, complete and current order information, including recipient details, delivery address, contact number, delivery date and message card wording where applicable.

Craftway Floral reserves the right to refuse, cancel or amend an order where necessary, including situations involving unavailable products, incorrect pricing, incomplete delivery information, suspected misuse, payment issues or circumstances beyond our reasonable control.

If we cancel an order after payment has been made, the paid amount will be refunded according to the original payment method or another agreed refund method.

2. Delivery Information

Craftway Floral will make reasonable efforts to deliver orders to the recipient at the address and delivery date provided by the customer. Customers are responsible for ensuring that all delivery information is accurate before confirming the order.

For deliveries to hospitals, hotels, government premises, secured buildings, offices, condominiums and restricted-access locations, the order may be received by reception, concierge, security, a family member, colleague or another authorised person at the location.

For best delivery success, please provide the recipient’s full name, contact number, full address, unit number, company name where applicable and any special delivery instructions.

3. Non-Delivery and Failed Delivery

Craftway Floral will not be responsible for late, failed or unsuccessful delivery caused by incorrect information, incomplete address details, recipient absence, refusal of goods, restricted access or circumstances outside our reasonable control.

• Incorrect delivery date or timing provided by the customer
• Incomplete, invalid or inaccurate delivery address
• Recipient is unavailable or cannot be contacted
• Recipient refuses to accept the item
• Recipient has been discharged from hospital
• Funeral or wake ceremony has ended before delivery
• Access to premises is denied by security or building management

If the recipient is not present, the item may be left with a suitable person at the location or placed at the doorstep where appropriate. Redelivery or redirection may incur an additional charge and will only be arranged after confirmation and payment of any applicable fee.

4. Cancellation of Orders

Cancellation requests are subject to order status, flower preparation status and delivery status.

• Orders that have already left with our courier cannot be cancelled.
• Orders that have not yet been prepared may be cancelled, subject to an administrative cancellation fee where applicable.
• Orders that have already been prepared may incur a cancellation fee up to the full value of the arrangement, excluding any refundable delivery component where applicable.
• No refund can be issued once the order has been delivered.

For urgent cancellation requests, please contact Craftway Floral as soon as possible with your order number and delivery details.

5. Substitution Policy

Flowers, plants, fillers, wrapping materials, ribbons, baskets, vases and decorative items may vary depending on seasonal availability, supplier stock and delivery timing.

Where substitution is necessary, Craftway Floral may replace unavailable materials with items of similar style, colour, value or overall presentation. We will make reasonable efforts to preserve the look and feel of the selected arrangement.

6. Refunds and Perishable Products

Fresh flowers and plants are perishable products. Their condition can be affected by temperature, handling, water supply, display location and care after delivery or collection.

Once flowers or plants have been accepted, delivered or collected in satisfactory condition, Craftway Floral cannot be responsible for deterioration caused by improper care, heat exposure, lack of water, mishandling or environmental conditions after handover.

For more details, please refer to our Return & Refund Policy.

7. Complaints and Quality Issues

We are committed to providing fresh flowers, quality arrangements and reliable service. If there is a quality concern, please contact us promptly with your order details and clear photos taken upon receipt or delivery.

Because flowers and plants are perishable, complaints should be raised as soon as possible so that we can assess the issue fairly. Please retain the arrangement where possible, as we may need to review or collect it before resolving the matter.

8. Customer Accounts

Customers who create an account are responsible for maintaining the accuracy of their account information and safeguarding their password. You are responsible for activity carried out under your account.

Please notify Craftway Floral immediately if you believe there has been unauthorised access to your account.

9. Website Use

The Craftway Floral website, including product images, text, designs, logos, layout and content, is provided for browsing and purchasing Craftway Floral products and services.

You may not misuse the website, interfere with its operation, copy content for commercial use without permission, attempt unauthorised access or use the website in a way that may damage Craftway Floral or other users.

10. Third-Party Links

Our website may include links to third-party websites or services. Craftway Floral is not responsible for the content, privacy practices, terms or reliability of third-party websites.

11. Changes to These Terms

Craftway Floral may update these Terms of Use from time to time. Updated terms will be posted on this page. Continued use of the website or placement of orders after changes are published means you accept the revised terms.

12. Contact Us

If you have questions about these Terms of Use, your order, delivery, cancellation or refund request, please contact Craftway Floral.