Refund & Exchange Policy

For Local Orders

If you are unsatisfied with the flowers/gifts that you receive, Eternal Bloom will replace it at no cost as long as the product is returned in its original condition.

Occasionally, due to unforeseen circumstances that cause your order to be delivered late and provided we fail to keep you informed, up to a maximum of 50% of the value of the order will be refunded if it is late by more than 5 hours.

Items sold are not exchangeable except for items received with defects. In this case, Eternal Bloom will replace the defective items at no extra charge.

To make a return, simply call us at (65) 8726-6238 or send the item back to an outlet near you.

For Overseas Orders

As we are not in direct control of our overseas associates that deliver your orders, refund can only be processed upon written confirmation by our associates that your order is canceled OR rejected by the recipient for any reason, lateness inclusive.

If an order is delivered late yet accepted by the recipient, the delivery is deemed to have been completed and thus, no refund will be offered.

Process for refund may take up to 3 months depending on the country concerned, due to time required by the banks for verification of facts.

Complaint Resolution Procedures

Any complaint received will be acknowledged within 24 hours. Eternal Bloom will then investigate the matter and attempt to respond within 3 working days.

Should Eternal Bloom be unable to resolve the complaint within 7 working days, the customer could seek alternative forms of redress from Case mediation channel.

Our Substitution Policy

Our products and services are subject to availability. Our substitution policy is based on 2 simple criteria:

- Getting there on time

Substitution may be necessary to ensure your order arrives on time, i.e. a specific basket, vase, soft toy etc. Our florists will substitute a similar element of equal or greater value. Our florists will consult and inform you prior to the substitution.

- Making it fresh and beautiful

We use only the freshest of flowers and so will make substitutions depending on seasonal availability.

In single-variety arrangements, variety will take preference over colour. For example, if we are out of 'pink roses', we will substitute with another colour of roses, not another flower.

When substitution is necessary, our professional florists will ensure that the 'look and feel' of the arrangement will be maintained, paying special attention to overall shape, size, style and colour combination. Our florists will consult and inform you prior to the substitution.