Service Policy


A. Order Policy
B. Delivery Policy
C. Payment Modes
D. Cancellation and Refunds
E. Substitution Policy
F. Feedback and Inquiry
G. Disclaimer
H. Noel Service Guarantee (Non-Festive period)
I. Noel Service Guarantee (Festive period)


A. Order Policy

All orders placed online will receive a 7-digit order reference number with an "Order-In-Process" acknowledgement via email. You are encouraged 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 your order status on our homepage with your order reference number. Orders that are in the midst of delivery will be indicated as "On the Road" and updated as "Order Delivered" upon successful delivery.


For any changes on the order or delivery information, please use the Customer Service Inquiry Form or contact the E-Commerce Team at (65) 6299 1133 at least 24 hours before delivery.


B. Delivery Policy

Standard Delivery

The delivery charge will be $6.96 (GST Inclusive) per recipient per single location.


An additional surcharge for orders with delivery to Marina Bay Sands, Sentosa, Jurong Island, restricted airline and cargo areas such as Airport Cargo Complex and Airline Road has been revised from $19.26 (GST Inclusive). Due to security regulations imposed on these areas (other than Sentosa), we may need to contact the recipient in advance to apply for a special delivery pass for our driver to make the delivery.


We seek your kind understanding that requests for specific delivery within short time frames (e.g.10.00am - 11.00am) cannot be guaranteed as it depends on the drivers' delivery routes scheduled for the day. Express delivery is recommended instead.


Office Operating Hours Order Placed & Confirmed Earliest Delivery Timing

Monday - Friday

8.30am - 6.00pm

Before 11.00am Same day from 2.30pm to 5.30pm
From 11.01am to 4.00pm Same night from 7.30pm to 10.00pm
From 11.01am to 4.00pm Next working day from 9.00am to 12.00pm
From 4.01pm to 6.00pm Next working day from 2.30pm to 5.30pm

Saturday

9.30am - 2.00pm

From 8.30am to 11.00am Same day from 2.30pm to 5.30pm
From 11.01am to 12.00pm Next working Sunday from 9.00am to 12.00pm
After 1.30pm Next working Monday from 2.30pm to 5.30pm

Sunday & Public Holidays

Closed

Anytime Next working day from 2.30pm to 5.30pm


98-min Express Delivery

For urgent orders or orders with short time frames, you can consider our 98-min Express Delivery at a nominal charge of $19.26 (GST Inclusive). Please note that this service is subjected to our drivers' availability. Please contact Noel Gifts at (65) 6299 1133 to check with our friendly Customer Service Officer for the availability of the service.


Standard Delivery (Peak season)

During special occasions and festive seasons, our fulfilment follows a separate delivery schedule. The delivery charge will still be $6.96 (GST Inclusive) per recipient per single location.


We seek your kind understanding that delivery fulfilment during peak season will be made over 3 working days stretch date. Stretched delivery dates do not include Saturdays, Sundays, and Public Holidays for deliveries to office addresses.


Office Operating Hours Order Placed & Confirmed Earliest Delivery Timing

Monday - Friday

8.30am - 6.00pm

Before 10.00am Same day from 2.30pm to 5.30pm
From 10.01am to 3.00pm Same night from 7.30pm to 10.00pm
Next working day from 9.00am to 12.00pm
From 3.01pm to 5.00pm Next working day from 2.30pm to 5.30pm

Saturday

9.30am - 2.00pm

From 8.30am to 10.00am Same day from 2.30pm to 5.30pm
From 10.01am to 12.00pm Next working Sunday from 9.00am to 12.00pm
After 12.00pm Next working Monday from 2.30pm to 5.30pm

Sunday & Public Holidays

Closed

Anytime Next working day from 2.30pm to 5.30pm

What does 3 working days stretch date mean?

Due to overwhelming demand during peak seasons such as Christmas or Chinese New Year, our staff may take a longer lead time to prepare, quality-check and deliver the gift hampers. 3 working days stretch date means that your hamper will be delivered within 3 working days from the time the order is placed. For instance, if you placed an order on Monday morning 9.30am, we are able to deliver earliest on the same day, 2.30pm to 5.30pm. Otherwise, delivery will be made over the next 2 working days.


Re-delivery

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 the office and arranged for another delivery time and date. A touch-up and re-delivery fee of up to 50% of the original selling price may be applicable.


C. Payment Modes

Internet Banking

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 following the prompts to complete your purchase.


Debit or Credit Card

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


D. Cancellations and Refunds

Cancellation of orders must be made 24 hours in advance before the delivery time for Singapore delivery; 48 hours in advance for overseas delivery. Failing which, a cancellation fee of 50% of the selling price is chargeable.

Full purchase amount will be applied if the order has been delivered.


Please use the Customer Service Inquiry Form or contact the E-Commerce Team at (65) 6299 1133 at least 24 hours before delivery.


Any refunds on orders will be processed and completed between 3 to 4 working weeks approximately. Hence, it may not be reflected immediately on your upcoming card statement.


E. Substitution Policy

We value that it is of utmost importance for your gift to be delivered on time. Hence, items may be substituted for similar products of equivalent or higher value if necessary. Our florists will ensure that the substitutions are done professionally without affecting the overall presentation of the gifts.


Substitutions may occur for generic items such as:


  • Decorative Elements (i.e. specific baskets, vases and plush toys)
  • Items in the hamper (e.g. chocolates, diapers, essences, etc)
  • Seasonal fresh fruits
  • Colours of fresh flowers

F. Feedback and Inquiry

We welcome your valuable feedback on our product and service quality. Please use our Customer Service Inquiry Form, call us at (65) 6299 1155 or fax us at (65) 6293 3522 for any feedback.


G. Disclaimer

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


H. Noel Service Guarantee for Non-Festive Period

We thank all our customers for their valuable support and we will continuously strive for better customer satisfaction. Our service guarantee entails free replacements for feedbacks received before 5.00pm (weekdays) or 12.00pm (Saturdays) on the day of delivery.


This guarantee applies to feedback received within 12 working hours from receipt of flowers and fruits, and 48 working hours for non-perishable gifts. Refunds for non-perishable items will be made at the discretion of the management.


I. Noel Service Guarantee for Festive Period (Chinese New Year, Hari Raya, Deepavali, Christmas)

Have a peace of mind with our quality guarantee. We will refund 5 times the price of any spoilt food products or 50% of the hamper value, whichever is lower. This guarantee is valid for food hampers delivered within Singapore


You can also be assured of prompt delivery (within 3 working days for standard hampers and 4 working days for specially-packed hampers) from the date of order confirmation.