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The Paper Elf | FAQ | T&C

Please only order from us after reading our Terms and Conditions. 

ANNOUNCEMENT:

WE ARE HAVING A BABY! We will be welcoming our newborn in Dec 2023 & will be on maternity leave until probably Feb/ Mar 2024. We will not be accepting any orders from Dec onwards. Thank you for your support thus far & we will see you again soon!  Xx

 

PLEASE READ BEFORE PLACING YOUR ORDER:

1) PAYMENT:

Upon Checkout, we accept online payments of Visa, Masters & PayPal.

We also accept offline manual payments of PayNow (UEN 53391452C) & Bank Transfer to UOB Bank (395-312-930-0). We will only process orders when full payment has been made. 

2) SELF-COLLECTION:

Anytime at 303 Serangoon Ave 2 (550303) .

Upon making your order, do kindly drop us a WhatsApp message on your preference and we will arrange accordingly.

3) DELIVERY POLICY:

Monday - Saturday (Chargeable at $10.90)

9.00am – 2.00pm

1.00pm – 6.00pm

5.00pm – 10.00pm

Deliveries will be WITHIN these time slots. No choosing of specific timing. (E.g. 11am sharp / 2 - 3pm)

NO DELIVERIES ON SUNDAYS, ONLY SELF-COLLECTION AT 303 SERANGOON AVE 2.

No deliveries on Public Holidays.

We DO NOT DELIVER TO:  Sentosa Island, Changi Airport, Jurong Island, Woodlands Industrial Park, all army camps, all prisons/ reformative centres, all sea ports, all airports, Pulau Tekong, Pulau Ubin, St Johns, Jurong Shipyard, Keppel Shipyard, Sembawang Shipyard, Woodlands Checkpoint, Tuas Checkpoint, Seletar Airport, Bukit Panjang Hill & Ministry of Defence.

It is the customers' responsibility to ensure that their recipients will be at the delivery address/ timing they stated in their order.

Upon our courier's arrival at the delivery location, if no recipient is available to receive the order, our courier will call the recipient and/or the sender.  If both the sender and recipient cannot be contacted within 5 minutes of the courier's arrival, the order will be placed at the door-step or left with reception/front desk. Indication of order delivered is reflected with our external courier service's system should verification be requested. All delivery time slots chosen are of customer's selection, we will not be responsible for any loss, theft or damage. 

 

The Paper Elf cannot accept responsibility for late/ failed delivery if:

  • Incorrect/incomplete delivery address given.

  • Incorrect contact number provided.

  • No valid means of contact.

4) REDELIVERY OR REDIRECTION REQUESTS:

Customers who wish to amend their delivery details must do so 24 hours before initial delivery date. Any changes after that will incur an additional charge of $10.90. As we have scheduled other customers with their selected time slots & routes in advance, we should practise fairness & try our best not to experience delays for all parties.

5) REFUNDS, EXCHANGES AND CANCELLATION OF FLOWER ORDERS:

Refunds would only be applicable for cancellation of orders 3 days in advance from required date of order. There will be an admin fee (depending on your order, we will inform you accordingly) mandatory to all refunds for orders made through our website. 

Fresh flowers are perishable goods - no refunds or exchange of arrangements collected by customers after 30 minutes. We will not be liable for any damages & do not offer refunds. We reserve full rights to decline a refund request. No changing of delivery/ self-collection date- If need be, please inform us at least 48 hours in advance.  

6) SUBSTITUTION

The colours, tones and shades may vary due to them being seasonal and/or are subjected to availability. Your product will not look exactly like our listings. We reserve the rights to substitute any item in any arrangement, under our discretion. Rest assure that your end product will still be beautiful! 

PS: Rose petals bruise easily. There may be some bruises/ imperfections (flowers are products of nature!) but that does not mean that they are not fresh!

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