Flower Delivery Australia - FAQ

By choosing Shipping as your Delivery Method, it would mean that your order has to be available to be Flat Packed, as we would be packing them as a shipping parcel box, and send them to you via international couriers (DHL (our preferred), and many others to give our customers a wide range of selection.)

No, for shipping, we would ship them as soon as we receive your order, and selection of delivery date would not be possible. The delivery date would depend on the local courier's delivery time, from 2 business days to 7 business days. Should you require them shipped at a later date, simply reach out to us and provide your order number, we would try our best to time them.

We do ship international for selected products, feel free to check in with our customer service should you have questions.

No, Fresh flowers, complex arrangements, fragile products are currently not available. thus you would not be able to select shipping at checkout.

Kindly note that our Shipping via DHL is via Delivered at Place (DAP), thus we are not responsible for import taxes should they be applicable. As per our checks, orders below AU$1000 are not subjected to import taxes. Please check with your local customs should there be any requirements.

We are an eStore focused Gift Store and this means that what you see on our store, is what you get, and this helps us to pass on our savings of having retail outlets, right to you! We have a huge selection of preserved flower arrangements. Browse around our mobile friendly site and get inspired, we provide a huge catalog, with great gift guides to help you get started! You can Shop By Occasion, Flower Types, Arrangement, Budget and so much more! This are the perks of being an online store. Browsing & Getting Started 1. We offer checkouts via guest, while we always recommend for you to keep track of your orders, get points and more by signing up for an Account. We have social login (Gmail, Facebook) for your ease of sign up! 2. After logging it, browse around our collection pages, gift guides and more Add To Cart 1. After browsing on to your loved arrangements, simply customise them as you require at the Product page, browse our add ons, and simply Add To Cart 2. The product will now be in your Cart page Cart 1. Browse any further add ons, you would like, and repeat the Add To Cart process. 2. Once you are ready to checkout, at the Cart page, there are two things required before you may checkout a) Complimentary Gift Message: We provide a Free Complimentary Gift Message with every order, do key that in the 'Gift Message' field at the Cart page b) Selection of Delivery Date: Selection of delivery date is not available for Australia order. We will ship them as soon as possible to ensure you receive them! 3. Great! You can checkout your purchase now! Checkout 1. At the checkout page, you will be asked to insert the Shipping Address, and Billing Address. The shipping address should contain the recipient's details (shipping number, address, and name) 2. And the Billing Address should contain the person that is making the purchase. (Do note that we do not send any physical invoice to the address, thus its mainly used for online payments processing. Nonetheless, the contact here should be placed with the person that is ordering. This is the contact number where we reach out to in the case there are any issues, or further information we would like to contact regarding your order. Shipping Method 1. We offer multiple shipping & delivery methods accordingly to the country you are order for, and the product, thus feel free to select on the most suitable shipping method Gift Cards & Promo Codes In the case you would like to redeem your gift cards & promo codes, do enter them at the checkout page, there will be a field to enter your promo code. Review & Payment IMPORTANT: REVIEW all your order details! We are unable to make changes to certain order details after it is placed through. 1. Select your preferred payment methods (we accept all major online payment methods) 2. Upon placing thru your order, you will arrive at your Order Confirmation page, where all the details of your order, delivery date (if any), and any additional information will be shown 3. At this point, there should be nothing wrong with your order, an email confirmation would also be sent to you. 4. Do take note of your order reference number and this is Order Number will be our reference for us to search up anything on your order.

Yes of course, we ship internationally to multiple countries. We offer a customised browsing experience for different countries, for e.g. our Malaysia store, Australia stores are easily located at the country selector at the Header of the webstore, and also at the Footer of our shop. 1. Firstly, make sure you are browsing on the country you are ordering into by selecting on the country store selector at the top of the web page. 2. Do make sure you provide a local based phone number for smooth delivery in the shipping address. 3. If you have any further issues, feel free to reach out to us via our support channels and we will be happy to assist you

We are an e-commerce based estore, and thus we mainly take in your orders through our webstore to ensure the most timely, accurate orders. Nonetheless, we have a team of customer service representative that would be happy to assist you via phone, email or chat! If you face any issues with regards to placing your order number, we would be happy to assist you, through our support channels available 24/7

Each order would be delivered to a single location (address). Thus if you would like to place to another address, kindly place a separate order. This would also allow you to have two separate order number to avoid confusion.

We ship and deliver a variety of products and arrangements, thus they are usually packed differently, according to the orders. 1) Our arrangements delivered in Singapore will be hand delivered, and will be delivered in open bags, gift carriers, paper bags (for gift items). Wrapped bouquets are usually delivered without carriers. 2) Arrangement delivered out of Singapore, where we are utilising carriers, would be parcel packed, in mailer boxes, etc. 3) For Shipping Options, your arrangement would be flatpack when available, and shippied in a shipping box. Your gift message would be added on to your arrangement, and in addition, any add ons purchased would all be delivered together.

Thank you so much for spreading our brand.

To refer family and friends, simply access our referral program here. A pop up will show and the details would be available there.

Note: You would need to be signed in, in order to access your referral link. If you do not have an account, sign up here

Sharing of Link

When you share your referral link, users will be directed to our online store, send them via text message, facebook, and more! 

Upon your friends & families have accessed our page via your link, they would get a discount on their first purchase, and upon making a successful purchase, we would like to share a token of appreciation by giving you the same discount (given in Petal Points).

Referrals are unlimited, do share the love today!

Note:

1) Make sure the referral to use the referral link, as if they have navigated to our website prior, or have made a prior purchase, they would not be considered as a referral.

2) We reward with Growave, and they have a complex process of vetting through referral traffic, we would base successful referral based on their system. In the case of unsuccessful referrals, they are not shared to us from our Loyalty program perspective, and thus we are unable to provide you with witha reason.

We send out exclusive discounts when you are a member with us, simply sign up, subscribe to our mailing list, and you will be all set.

In addition, we have also a occasion reminder, where you would be able to input important occasion that you would like us to share recommendations with you. Simply access your Occasion Reminder via your Account page.

When near to your occasion, we will send you a small nudge, along with our recommendations!

At your Account page, you would be able to add multiple shipping addresses, update your email, subscription, contact and so much more.

To access your access your account, click here, or access them via the My Account section at the top of the page.

If there are any issues with your account, or require additional support, feel free to reach out to our support team and we will be happy to assist you.

We reward purchases, birthdays, referrals and so much more with our Rewards Program (Petal Points)

To view on your balance, simply access your account page, and click on the bottom rewards widget.

There are cases where you are unable to access your account.

Reset your password

1) Go to the account login page

2) Click Forgot your Password?

3) We will email you a reset link, do check your spam email as well!

Tried those steps and still running into issues?

1. Remember to check your Spam folder!

2. There might be a case where you did not sign up for an account, do note that purchasing from us before does not automatically creates you an account.

3. Check that you have reset the password to the correct email

4. You might have login with your Social account, do try that

5. If you have tried all of this steps, please reach out to us via our support channels and we will be happy to assist you.

Your Account dashboard gives you an array features that allows you to view your previous orders. Simply login, and access your order history!

We are sorry that you would like to remove your account. If we have done anything wrong, please let us know and its never our intention to upset you, in anyway. We are happy to make things right, and of course, we can assist you with the removal of account.

Our rewards program are termed as Petals Rewards Program. Our rewards policies are as per outlined on our Rewards Program appearing at the bottom left hand corner of every screen.

Reward redemption and points are subject to change as per anahanaflower.com discretion. However, we will honour all reward points that are claimed.

Our rewards program are outlined in the Rewards app. Few ways you can look to get points to get $10 off your first order 1) Share us on Social Media 2) Like our Social Media pages 3) Sign up an account with us. 4) Purchase! We reward points for every purchase on our platform. More details are outlined in our rewards app! Open it up at the bottom left hand corner

We provide a full tracking ability with your orders placed with us. Thus, if you have any question at all regarding your order status, simply access your Order Status page via the email/phone SMS  confirmation sent to you.

You may also track on your order here

1. We are happy to assist you as long as your order has not entered the fulfilled process.

2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.

3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).

4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.

5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.

Alternatively, do reach out to our friendly support team and we can check on this for you.

1. We are happy to assist you as long as your order has not entered the fulfilled process.

2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.

3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).

4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.

5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.

Alternatively, do reach out to our friendly support team and we can check on this for you.

1. We are happy to assist you as long as your order has not entered the fulfilled process.

2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.

3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).

4. If the order is still under pre fulfilled, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.

5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.

Alternatively, do reach out to our friendly support team and we can check on this for you.

1. We are happy to assist you as long as your order has not entered the fulfilled process.

2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.

3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).

4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.

5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.

Alternatively, do reach out to our friendly support team and we can check on this for you.

Cancellation - In the event of a cancellation after an order confirmation, 100% of the total value will be charged. - Any other cancellation request made will be accepted or declined at Ana Hana Flower's discretion. We reserve full rights to decline a refund request - Refund would only be given in the form of Store Credits which can be used on our online store.

What is the Happiness Guarantee?

While we strive to always deliver the perfect arrangement, flowers are unpredictable by nature. We know it is not possible to be 100% perfect all the time. The Happiness Guarantee ensures that our Customer Experience team will assist at our best for you to be satisfied with your purchase. 

We promise to make sending and receiving our gifts a joy. So if something isn't up to your expectations, our Customer Experience team will go the extra mile to make it right for you.

As we deal with time sensitive products, kindly reach out as soon as you have received it (Same Day) for us to be able to assist promptly.We would be happy to make it right with our 100% Happiness Guarantee (we will refund your purchase if we are unable to make it right via Store credits), or provide you with an alternative arrangement.

Return Policy

- Refunds and Cancellations - Your purchase is final and nonrefundable. No Product may be returned or refunded except for Damaged Products

Reasons for Compensation

- Damaged Products - If the item arrives damaged ("Damaged Products"), we will be happy to provide a replacement product if the original product is returned by you OR a photograph showing damage and received by company within same day of receiving the delivery. In the event that we are unable to provide a replacement Product or if replacement is not requested by Customer, we may at its sole discretion elect to refund the payment used for purchase in the original amount of the purchase. If a replacement Product is issued, we cannot guarantee that the replacement Product will contain exactly the contents or will have the same theme as the originally provided Product.

- Wrong item was delivered

- Item was not delivered

Kindly take note that we do not take responsibility of orders with incorrectly entered shipping addresses. If an order is placed with an incorrect address, it is the customer's responsibility to reach out to us to make the adjustments upon placing the order. If the gift has been delivered, it is the customer's responsibility to reach out to the resident of the said address to retrieve the purchase.

Refund

We only provide refunds of Store Credits in the form of Petal Points, or discount code to offset on your next purchase with us. We do not provide refunds in the form of cash/refund back to your payment method.

Fresh Flowers

We do not do returns for any flower deliveries.

Damaged on receipt

We ensure all gifts that gets out of our store pretty! However, for unforeseen circumstance where your gifts have arrived your location in a damaged condition, kindly reach out to immediately upon receipt via our Gift Concierge or Whatsapp @ +65 94550145 and we will look into it as part of our Happiness Guarantee.

Dissatisfaction

As we deal with natural products, it is bound to have a slight variations in each arrangements. In the case where the product that is not due to damages or liability of ours, it may be returned by shipping it back to us. Please ensure that the gifts are returned in its original packaging and intact, once we have received the items and passed through our QC, we will process on your refund, where the transaction amount will be credited to your account to be used on your next purchase with us. 

If there are areas that you are not happy with our service, feel free to reach our support team at support@anahanaflower.com or +65 9455 0145 (Whatsapp) and we will be happy to assist you.

Flowers are in poor condition

Flowers varies in nature and looks, thus they do vary from batches to batches. For fresh flowers, do popped them in water when you received them, and they will perk up!

Looking Droopy?

We aqua bag our arrangements to provide a consistent supply of water, but sometimes after delivery, they might need a perk up, so if yours looks sad, they'll just need a trim, an overnight drink to help them perk up fully.

Looking Squashed?

Some stems will look flat at first, give them water and see them bloom!

Broken or damaged stems?

While we do our best to ensure that every arrangements come out of our store and protecting them on the way to you, very occasionally they can have a bad trip. Please contact us with 1-2 photos of the stems and so we can take care of this for you.

Why does my arrangement look different?

Every stem is unique so sometimes colours varies! In addition, we will need to use a substitution to give you the best arrangement. Not to worry, we try whenever possible to always provide you the closest to theme and as equally lovely!

Substitution

As every stem is unique, on rare occasions, color differs, growth differs and our florist will substitute the stems to give you the highest quality bouquet.

There are just times that we accidentally overlook on the order, and we are so sorry! Please get in touch with our Gift Concierge and they can assist you as fast as possible.