Frequently Asked Questions

Preserved Flowers Related

How long can your Preserved Flowers pieces last?

Our preserved flowers are 100% real flowers that have gone through preservation process which will allow it to last from months to years with minimal care.

Here are some tips to extend the lifespan of your flowers!

• Avoid water and humid places. Silica gels or dehumidifiers would be your best friends!
• Keep it indoors and at a well-ventilated space, away from heat and sunlight
• Dust off any dusts with a gentle soft brush

The preserved flowers may discolour or fade as it ages due to contact with moisture in the air and you may also see mold on them especially when humidity level arises during Singapore's rainy season. When this happens, you may clean them gently with small soft brushes & dry tissues. Should it still not come off, you may cut those affected foliage or flowers away.

Can I request for customized arrangements?

Yes absolutely! We would be glad to customize for you. :)

Email us at hello@moonfleur.sg or WhatsApp us at +65 8613 2193 your preferred colours and arrangement piece and give us about 1 week lead time before the required date so that we have ample time to design the perfect piece for you and your loved ones.

Orders and Payment Related FAQs

What is your lead time?

We currently only accept orders that is made at least 2 days in advance to ensure that we have ample time to prepare your arrangements. For urgent orders, please kindly reach us at our WhatsApp Business +65 8613 2193. Kindly note that it will be subjected to our availability.

How do I placed an order?

1. Select your preferred piece from our website together with your gift message (optional) and available arrangement options and add to cart
2. Select your preferred date of self-collection/delivery and check out
3. Enter your relevant details during check out. Do note that your order is only confirmed when payment is made. Please ensure that all details are provided accurately to avoid missed deliveries and re-delivery charges.

How do I know if my order has been processed?

You will receive an order confirmation email from us upon successful payment and placement of order. Should you did not receive an order confirmation email from us upon successful payment, please reach out to us via email or WhatsApp.

Changes to Orders / Refunds / Cancellation of Orders FAQs

Can I change my order after I have placed an order?

If you would like to make changes to your order (such as changing of gift message and etc), please kindly contact us at hello@moonfleur.sg as soon as possible. 

Any change request to your gift message and/or photo (for floral frames) after they have been printed & prepared will incur an additional $8 for reprints & re-preparation.

Am I able to get a refund if I would like to cancel my order?

Please note that all items are non-refundable. If you would like make changes to your order, please contact us at hello@moonfleur.sg or WhatsApp at +65 8613 2193. 

Delivery / Self Collection Related FAQs

Can I do Self-Collection?

Yes self-collection are available at Moon Fleur Studio - 33 Ubi Avenue 3 #08-08 Vertex Tower B Singapore 408868

Collections are on appointment basis, do make an appointment with us via WhatsApp at +65 8613 2193 in advance.

Delivery Information & Policy

Deliveries are complimentary for orders above $48. For orders below $48, delivery will be chargeable at $15. During peak seasons such as Valentines' Day, Mothers' Day, Christmas and etc where delivery surcharge may apply, we will state so in our product description pages. 

Deliveries would be made anytime between 9am - 9pm base on our delivery personnels' delivery routes. 

We currently are able to deliver island wide, with exception to the following locations:

• Jurong Islands
• Military Camps
• Police Stations
• Changi Airport 
• Pulau Ubin

The following areas will require an additional $15 location surcharge and would be add on to your order during checkout:

• Tuas 
• Sentosa

Due to the COVID-19 situation, we have temporarily halted all deliveries to hospitals.

No Recipient at Delivery Location

If the recipient is not present at the delivery location provided, our delivery personnel will contact sender/recipient for further instructions. If both sender/recipient are not contactable via the phone number that was provided, the flowers will be left at the door or reception.

A photo proof of delivery would be send to sender / recipient and after which, we will not be responsible for any damage or loss of item.

Any last minute re-direction / re-delivery to a different location, there will be a re-delivery fee of $15. Re-deliveries will only be scheduled upon receipt of payment and subject to availability on the date of delivery

Specific Delivery Time-slots

If you require the flowers be delivered at a specific time-slot between 9am - 9pm, an additional $15 will be required and subjected to availability. 

Missed Delivery

Please kindly ensure that the delivery information provided to us are accurate and that the recipient will be at the delivery address on the date/time stated in your order.

Our delivery personnel will wait up to a maximum of 5 mins at the arranged delivery location. He/she will do his best to contact the recipient/sender within this time frame. 

In the event of a missed delivery where both recipient/sender are not contactable and/or a wrong address was provided, a re-delivery charge of $15 will be applied. Alternatively, you can arrange for self collection of the flowers (appointment basis).

Please note that re-deliveries on the same day are subject to availability. 

Moon Fleur will not be held responsible for any late/missed deliveries under the following conditions:

1. Incorrect address provided
2. Recipient not available at time/place of delivery
3. Invalid contact details (recipient/sender) provided
4. Sender / Recipient did not answer his / her phone

---

If you have any further questions that are not answered in our FAQs page, please feel free to email us at hello@moonfleur.sg.