A. Order Policy
B. Delivery Policy
C. Payment Modes
D. Cancellation and Refund
E. Substitution Policy
F. Feedback
G. Disclaimer
H. Noel Service Guarantee

• All orders placed online will receive a 6 digit order reference number with an “Order In Process” acknowledgement via email. You are encourage to check the email to ensure all order details provided are accurate. (To ensure that you will receive the email confirmation successfully, kindly include orders@noel.com.sg in your address book.)
• You may monitor the order status on our homepage with the order reference number. Orders which are in the midst of delivery will indicate as “On the Road” and updated as “Order Delivered” upon successful delivery.
  
  

  To protect your privacy on the order information, only the postal code is displayed for reference
  Order Number # XXXXXX	Postal Code	Order Status
  Recipient 1	535218	Order In Process

• Any changes on the order or delivery information please use the Customer Service Inquiry Form or contact the Internet team at Tel: (65) 6299 1133 at least 24 hours before delivery.
  
• Due to an increase in cost of fresh flowers like Roses, Tulips, Lilies,etc in February, all affected orders placed for delivery between 1 to 14 Feb will be subjected to an increase in price. Upon receiving your order, we will contact you for the price difference and seek for your advice to proceed with the order with the increased price or have the flowers replaced at the usual price.

• With effect from 1 Oct 2011, a delivery charge of S$6.42 (incl.GST) is applicable for per recipient at per single location.
• An additional surcharge of S$13.91 (incl. GST) is applicable for order with delivery to Marina Bay Sands, Sentosa, Jurong Island and restricted airline and cargo areas such as Airport Cargo Complex and Airline Road. Due to security regulation imposed by these areas (other than Sentosa), we seek for your understanding that we may need to contact the recipient in advance to apply special delivery pass for our driver to make the delivery.
• We seek for your kind understanding that request for specific delivery time or short time frame (10 – 11am) cannot be guaranteed as it depends on the drivers’ delivery routes scheduled for that day.
  
  

  Office Operating Hours Order Placed & Confirmed Our Earliest Delivery Time Mon - Fri 8.30am to 6:00pm Before 11.45am Same day from 2.30pm to 5.30pm From 11.46am to 4.45pm Same night from 7.30pm to 10.00pm After 4.46pm to 5.45pm Next working day from 9am to 12 noon After 5.46pm till next working day 8.30am Next working day from 2.30pm to 5.30pm Sat 9.30am to 2:00pm From 8.30am to 11:00am Same day from 2.30pm to 5.30pm From 11.01am to 2.00pm Next working Sun from 9.00am to 12 noon After 2.00pm Next working Mon from 2.30pm to 5.30pm Sun & Public Holiday We are closed Anytime Next working day from 2.30pm to 5.30pm

• For urgent order or order with short time frame, we suggest that you may like to consider our 98 min express delivery at a nominal charge of $13.91 (incl. GST). Please note the service is subjected to the drivers’ availability. Please contact Noel at Tel: (65) 6299 1133 to check with our friendly Customer Service Officer.

• Please ensure that the recipient's address is correct and that someone is available to receive the gift. In the event that the recipient is not around, the gift will be returned to office to arrange for another delivery date and time. A touch-up and re-delivery fee of up to 50% of the original selling price may be applicable.

• If you have an Internet banking account with DBS, UOB or Citibank, you may choose to make your payment by selecting the eNets Internet banking option and follow the prompts to complete your purchase.

• We accept card payment via Visa and Mastercard. You may choose to pay online through our secured electronic payment gateway or request for a Customer Service Officer to contact you for the card details.

• Cancellation of order must be made 24 hours in advance before the delivery time for Singapore delivery; and 48 hours in advance for overseas delivery. Failing which, a cancellation fee of 50% of the selling price is chargeable.
• Full purchase amount will apply if the order has been delivered.
• Please use the Customer Service Inquiry Form or contact the Internet team at Tel: (65) 6299 1133 at least 24 hours before delivery.
• Any refund on the order will be processed and completed approximately between 3 to 4 working weeks. Hence, it may not be reflected immediately on your up-coming card statement.

• We understand that it is of utmost important for your gift to be delivered on time; hence substitution with similar items of equivalent or higher value may occur when necessary. Our florist will ensure substitutions would be done professionally without affecting the overall presentation.
• Substitutions may occur in generic items such as:
  • Decorative Element (i.e. specific basket, vases, plush toys)
  • Item of the hamper (i.e. chocolates, diapers, essences)
  • Seasonal fresh fruits
  • Colors of fresh flowers

• We welcome your valuable feedback on our product and service quality. Please use our Customer Service Inquiry Form or call our office telephone (65) 6299 1155 or Fax : (65) 6293 3522

• Noel Gifts International Ltd reserves the right to reject any order.

• We thank all our customers for their valuable support and we will aim to continuously achieve better customer satisfaction. Our service guarantee means free replacement for feedback received before 5pm (weekdsays) or 12pm (sat) on the day of delivery.
  
  This guarantee applies to feedback received within 12 hrs of receipt of flowers and fruits, and 48 hours for non-perishable gifts. Refunds for non-perishable items will be made at the discretion of the management.
  
  A separate guarantee applies for festive season like Christmas, Hari Raya, Lunar New Year, Deepavali and Valentine's Day.