Order
1. How do I place an order?
The easiest way is to shop our floral selection online through our e-commerce site. You can also visit our physical store at Viva Vista Mall to shop in person.
2. How far in advance should I place my order?
We recommend ordering as early as possible to allow us to source and prepare the best for your arrangement. Same-day orders are available but depend on in-store stock.
3. Do you offer customized arrangements?
Yes! Please contact us via WhatsApp or email to discuss your requirements.
4. Will I receive an order confirmation?
Yes, you’ll receive an email confirmation once your order is placed and another when your order is delivered. Please ensure you enter a valid email address at checkout to receive updates.
5. What is your order cancellation policy?
- More than 48 hours before delivery/pick-up: 50% cancellation fee applies.
- Next-day cancellation: Full purchase amount forfeited.
Submit cancellation requests to hello@lepastelribbon.com or (+65) 9726 1908.
6. What is your refund & return policy?
Due to the nature of flowers, we do not offer returns or refunds on floral arrangements. On rare occasions where products fall below our standards, we may:
- Provide an exchange of equivalent or higher value, or
- Issue a store credit for your next purchase of the same or higher value.
For flower product issues, contact us within 24 hours at hello@lepastelribbon.com or (+65) 9726 1908, and provide photos for review.
Delivery
1. Do you deliver daily?
Yes, we deliver daily.
Our delivery time slots are:
- Day: 10:00 AM – 5:00 PM
- Evening: 6:00 PM – 10:00 PM
2. What are the order cut-off times for delivery?
- Next-Day Delivery: Order by 4:00 PM for delivery the next day.
- Same-Day Delivery: Order by 11:00 AM for same-day delivery (except Mondays, no same-day delivery on Mondays).
3. What are the delivery charges?
- Standard Rate: S$15
Delivery between 10:00 AM – 5:00 PM or 6:00 PM – 10:00 PM - Express Rate: S$25
Delivery at your preferred 1-hour timeframe (e.g., 2:00 PM – 3:00 PM, or before 10:00 AM)
Free standard delivery for orders above S$200.
4. Where do you deliver?
We deliver island-wide, except for the following locations:
- Army Bases / Police Camps
- Jurong Island
- Penjuru Terminal, Jurong Port, PSA
- Tuas
- Airline Road & Alps Ave
Extra charges may apply for deliveries to the following locations. Please contact us before placing your order:
- Sentosa
- Marina Bay Sands
- Hospitals and medical centers
5. Can I change my delivery timing or location?
Yes, but update requests must be made at least 24 hours before the delivery date. Change requests are not guaranteed during peak period, holidays and weekends.
6. What if re-delivery is required?
Please ensure that there is someone to receive the flowers at the delivery address. If recipient or representative is not present at delivery address during stipulated date and time, the arrangements will be left outside the unit and we will not be liable for any losses or damages to the arrangements.
In the event that a re-delivery is required, an additional fee of $15 will be applied to your order.