Policies

Welcome to Astoria Online  
Thank you for visiting our online store. We are committed to ensure that you encounter a positive customer experience when using our site for your purchase convenience.

To ensure a safe and pleasant environment for you and all of our other users, we have established the following policies to safeguard your interest. In this way, you will know what our commitments to you are and what we expect from you to ensure a smooth delivery of your order.

We hope that we are able to adequately address your questions and concerns through this site. If in the event that you require further assistance, you can call us on Monday’s to Friday’s 9am to 6pm and on Saturday’s 9am to 1pm at (65) 6289 6111 or email us at enquiries@astoria.com.sg


1. Privacy Policy


Astoria Floral Design & Landscape Pte Ltd (hereon referred to as” Astoria”) is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to the Astoria website and governs data collection and usage. By using the Astoria website, you consent to the data practices described in this statement.

Collection of your Personal Information

Astoria collects personally identifiable information, such as your e-mail address, name, home or work address or telephone number. Astoria also collects anonymous demographic information, which is not unique to you, such as your postal code, age, gender, preferences, interests and favourites.

There is also information about your computer hardware and software that is automatically collected by Astoria. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used by Astoria for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Astoria’s website.

Please keep in mind that if you directly disclose personally identifiable information or personally sensitive data through Astoria’s public message boards, this information may be collected and used by others. Note, Astoria does not read any of your private online communications.

Astoria encourages you to review the privacy statements of Web sites you choose to link to from Astoria so that you can understand how those Web sites collect, use and share your information. Astoria is not responsible for the privacy statements or other content on Web sites outside of the Astoria and Astoria’s family of Web sites.

Use of your Personal Information

Astoria collects and uses your personal information to operate Astoria website and deliver the services you have requested. Astoria also uses your personally identifiable information to inform you of other products or services available from Astoria and its affiliates. Astoria may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.

Astoria does not sell, rent or lease its customer lists to third parties. Astoria may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party. In addition, Astoria may share data with trusted partners to help us perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to Astoria, and they are required to maintain the confidentiality of your information.

Astoria does not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.

Astoria keeps track of the websites and pages our customers visit within Astoria, in order to determine which Astoria services are the most popular. This data is used to deliver customized content and advertising within Astoria to customers whose behaviour indicates that they are interested in a particular subject area.

Astoria websites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Astoria or the site; (b) protect and defend the rights or property of Astoria; and, (c) act under exigent circumstances to protect the personal safety of users of Astoria, or the public.

Use of Cookies

The Astoria website uses "cookies" to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a Web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.

One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize Astoria pages, or register with Astoria site or services, a cookie helps Astoria to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same Astoria website, the information you previously provided can be retrieved, so you can easily use the Astoria features that you customized.

You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Astoria services or Web sites you visit.

Security of your Personal Information

Astoria secures your personal information from unauthorized access, use or disclosure. Astoria secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Web sites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.

Changes to this Statement

Astoria will occasionally update this Statement of Privacy to reflect company and customer feedback. Astoria encourages you to periodically review this Statement to be informed of how Astoria is protecting your information.

Contact Information

Astoria welcomes your comments regarding this Statement of Privacy. If you believe that Astoria has not adhered to this Statement, please contact us at enquiries@astoria.com.sg. We will use commercially reasonable efforts to promptly determine and remedy the problem.


2. Crisp and Fresh

It is our firm commitment to ensure that your fresh flower purchases are delivered fresh to your intended recipient. However, in the unfortunate event, that the flowers are not received fresh, we reserve the right to assess each situation on a case to case basis. Certain situations that may cause a delivery to be delayed thus affecting the freshness of the fresh flower items are Redirection and Redelivery. Fresh flowers received but kept in a warm environment will also, quickly deteriorate the freshness of the fresh flowers.


3. Substitution Policy

Due to complications beyond our control, such as “Out of Season”, we cannot guarantee product availability. The supply of flowers, foliages, fruits, baskets/containers and gifts may at times, be out of stock or may not be available for immediate delivery. Astoria, reserves the rights to make an appropriate substitution with a product which have substantially similar functionality, specifications and value to the products ordered to ensure your order is delivered on time and in good fresh condition.

For example, in the event, the specified Main flower (e.g Pink Rose) ordered is not available, we will contact you for your approval before replacing it with Roses of another color. However, in the event, filler flowers/foliage (side flower as shown in the website photos) is not available; we will reserve the right to replace it with another filler flower/foliage of comparable value.  

All products are subject to availability. We may update, replace or discontinue any products without prior notice.


4. Delivery Policy

Would you like your orders to be delivered on the same day? Yes, you can!
By placing your orders within the stipulated time frame, you orders will be delivered promptly. Please refer to the table below for our delivery schedules and charges.

Order Time and Earliest Delivery Schedule ( For Flowers only)

 
  Office Hours     Order Confirmation Time     Earliest Delivery Time  
  Monday - Friday
9:00am - 6:00pm
         
           
           
           
 
Saturday
9:00am - 12:00pm
           
           
  Sunday & Public Holiday          
  Kindly Contact Astoria’s Customer Service at 6289 6111 (during office hours)
For delivery request between 9:01 pm – 8:59 am
 
 
Delivery Schedule shown is only applicable to Singapore Island, excluding Sentosa Island and Restricted Areas Delivery Schedule and charges above are not applicable during Valentine’s Day, Christmas and Chinese New Year
Delivery to Airport Transit Lounge, Jurong Island will not be accepted
 
For the Delivery schedule of products ( E.g. Artificial plant ,Garden items, table fountain & Floor fountain, please refer to Product schedule.

For the Delivery schedule of Hospital special, please refer to the individual hospital schedule.

Place your orders now and let us do the delivery for you. At Astoria, we strive to deliver your orders within the stipulated time period expressed in our delivery schedule.

Whilst all effort has been taken to ensure the delivery of your order in time, we will not be liable for any damages arising directly or indirectly from the late delivery or non-delivery of orders under any of the following circumstances:
  • The recipient was not present at the address given within the hours during which delivery was requested.
  • No one was present at the recipient’s address given.
  • Incorrect address provided by sender.
  • No such person was at the given address.
  • No valid contact number of recipient was provided for us to contact the recipient to make delivery.
  • Recipient refuse to accept the items delivered due to personal reasons.
# For order of cakes, Orders must be confirmed 3 – 5 working days prior to delivery date.
* For the period 3 weeks prior to Christmas and Chinese New Year, all orders should reach us 3 days before delivery date.

Additional Charges


Delivery Charges


There will be additional delivery charges incurred for;
  • Delivery to Restricted Areas

    Kindly note that there will be a surcharge of $13.00 for delivery to the following restricted areas.
    • Sentosa Island
    • Airport Cargo Complex
    • Airline Road
    • All Army camps
    • All PSA Ports
    • Sembawang Shipyard

    This service is subjected to availability of delivery personnel at the time of order and on condition the order is placed at least 1 day (24 Hrs) in advance. We will call you to confirm the order. Astoria reserves the right to turn down the order if resources are not available.

  • Express Delivery

    If delivery is requested to be made within 3 hours after confirmation of your order, there will be a surcharge of S$20.00/delivery. Kindly note that this service is subjected to the availability of delivery personnel at the time of order. We will call you to confirm the order. Astoria reserves the right to turn down the order if resources are not available.

  • Specific Time Delivery

    At Astoria, we do provide specific time delivery upon sender’s request with a surcharge of $20.00 per specific time delivery. The items ordered will be delivered within 2 hours of the specific time requested. We however, reserve the right to turn down the request if resources are not available.

  • Redelivery Charges

    For redelivery of order (2nd attempt), a surcharge of $20.00 will be applicable. Astoria cannot be held liable for the freshness of the items in the second attempt. If redelivery is not made on the same working day, there is a possibility that the freshness of the floral arrangement will be affected.

  • Redirection Charges

    For redirection of an order (during 1st delivery attempt), a surcharge of $20.00 will be applicable. Cancellation will not be entertained. Please note additional charges incurred are applicable only for special delivery request.

5. Our Exchange Policy

If you are unsatisfied with the freshness of the floral arrangement, fruits, or food stuff that you have received, Astoria will assess the feedback on a case to case basis. At times, items received fresh may be placed in an unsuitable environment (warm) and this may affect the condition of the fresh arrangement. In such cases, Astoria will not be liable. Due care must be taken by the recipient to preserve the freshness of the flowers received. We assure you, we will not deliver food items with an expiry period of less than 3 months. Request for exchange must be made within 2 hours of receipt of items.  

Gift items sold are not exchangeable except for items delivered with defects. For non-perishable goods such as table fountains, electrical appliances and baby items that may be delivered with defects, request for exchange must be made within 48 hours of receipt. In this case, Astoria will replace the defective items at no extra charge.

Please express your intention to exchange, by contacting us via email at enquiries@astoria.com.sg or call us at 6289 6111.


6. Cancellation Policy


As we sometimes face complication beyond our control, we too know that at times your plans may change and orders may need to be cancelled. Cancellation of order, can only be considered under the following conditions;
  • Cancellation request MUST be submitted ONE day before the requested delivery date.
  • A Cancellation fee of $5.00 or 5% of purchase price, whichever is higher, will be imposed.
  • Cancellation is only applicable for fresh flowers and gifts, excluding ALL third party items like Cake, Wine and Premium Chocolates.
  • If an order is delivered late but was accepted by the recipient, the delivery is deemed to have been completed and thus, cannot be cancelled.
  • Cancellation MUST be done at least 3 days before Valentine's Day, Christmas Day and Chinese New Year. A 50% Cancellation Fee will be applicable for Valentine's Day, Christmas and Chinese New Year order cancellations.
Please express your intentions to cancel your order by contacting Astoria Customer Service via email enquiries@astoria.com.sg or call us at 6289 6111, stating your Order Confirmation number.


7. Our Return Policy

Refunds request that have been approved by Astoria are processed and submitted to the bank within 14 working days of receipt of your cancellation request.
Thereafter, the bank will process the credit to your credit card. The time frame for the credit to be reflected in your credit card statement is defined by the bank.

We offer a full refund if we are unable to fulfill your order. (Not applicable to Sender Cancellation Request, Redelivery and Redirection). The due amount will be charged back to the originating account.


8. Payment Procedure

All prices quoted are in Singapore dollars (SGD$) and are subjected to GST.

Payment shall be made by an approved credit card. Orders placed online will be confirmed and executed only when payment, according to the value of order, is made in full and approved by the financial institution issuing the credit card. (Kindly note, successful payment transaction does not necessarily mean your order has been fully accepted by Astoria. Astoria reserve the right to assess your order and contact you if we are unable to accept it)

Astoria shall not be liable in any way if such financial institution refuses to accept or honour the credit card for any reason An online digital receipt will be sent to you when we confirm your order.

 
Payment Modes and Credit Cards Accepted:
 

Limitations of Liability

In any event, and notwithstanding anything contained herein, Astoria’s liability in contract, tort (including negligence or breach of statutory duty) or otherwise howsoever, and whatever the cause thereof, arising by reason of or in connection with the sales and purchase order (except in relation to death or personal injury caused to the customer by the willful act or gross negligence of Astoria Floral Design & Landscape Pte. Ltd or its employees while acting in the course of their employment) shall be limited to the Purchase Price.

The customer shall not seek from Astoria the loss of profits, contracts, revenue or business; or indirect, consequential, incidental, special, exemplary and/or punitive damages arising out of or relating to the sales and purchase order. We apologize for any inconvenience caused.

Our Feedback and Enquiry Policy

At Astoria, we welcome your feedback as a means of monitoring our service quality.

You can call us on Mondays to Fridays, 9am to 6pm, Saturday, 9am to 1 pm at (65) 6289 6111 or email us enquiries@astoria.com.sg We will strive our best to answer your feedback and to resolve any matter promptly.