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If you have other questions, please chat with us.
- All
- How It Works
- Ordering
- Our Flowers
- Delivery
- Shipping
- Other FAQs
- Corporate Gifts
- Packaging & Presentation
- My Account
- Rewards Program
- My Order
- Happiness Guaranteed
- Delivery Policy (Singapore)
- International Delivery
- Gift Subscription
- Managing Your Subscription
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
How It Works
Ordering
Our Flowers
Delivery
We offer 7 days a week, except for public holidays. Choose your preferred delivery slot up to 60 days from your order date
Selection of delivery date would be at cart, and differs from different products, as some products takes a longer time for preparation.Our Delivery option would allow the selection of specific delivery dates, express delivery, specific time slot delivery, while the shipping option would be shipped out within our warehouse in 2 business days, and standard local courier delivery times would apply.
Shipping
Other FAQs
Corporate Gifts
Packaging & Presentation
My Account
Thank you so much for spreading our brand.
To refer family and friends, simply access our referral program here. A pop up will show and the details would be available there.
Note: You would need to be signed in, in order to access your referral link. If you do not have an account, sign up here
Sharing of Link
When you share your referral link, users will be directed to our online store, send them via text message, facebook, and more!Â
Upon your friends & families have accessed our page via your link, they would get a discount on their first purchase, and upon making a successful purchase, we would like to share a token of appreciation by giving you the same discount (given in Petal Points).
Referrals are unlimited, do share the love today!
Note:
1) Make sure the referral to use the referral link, as if they have navigated to our website prior, or have made a prior purchase, they would not be considered as a referral.
2) We reward with Growave, and they have a complex process of vetting through referral traffic, we would base successful referral based on their system. In the case of unsuccessful referrals, they are not shared to us from our Loyalty program perspective, and thus we are unable to provide you with witha reason.
We send out exclusive discounts when you are a member with us, simply sign up, subscribe to our mailing list, and you will be all set.
In addition, we have also a occasion reminder, where you would be able to input important occasion that you would like us to share recommendations with you. Simply access your Occasion Reminder via your Account page.
When near to your occasion, we will send you a small nudge, along with our recommendations!
At your Account page, you would be able to add multiple shipping addresses, update your email, subscription, contact and so much more.
To access your access your account, click here, or access them via the My Account section at the top of the page.
If there are any issues with your account, or require additional support, feel free to reach out to our support team and we will be happy to assist you.
We reward purchases, birthdays, referrals and so much more with our Rewards Program (Petal Points)
To view on your balance, simply access your account page, and click on the bottom rewards widget.
There are cases where you are unable to access your account.
Reset your password
1) Go to the account login page
2) Click Forgot your Password?
3) We will email you a reset link, do check your spam email as well!
Tried those steps and still running into issues?
1. Remember to check your Spam folder!
2. There might be a case where you did not sign up for an account, do note that purchasing from us before does not automatically creates you an account.
3. Check that you have reset the password to the correct email
4. You might have login with your Social account, do try that
5. If you have tried all of this steps, please reach out to us via our support channels and we will be happy to assist you.
Rewards Program
Our rewards program are termed as Petals Rewards Program. Our rewards policies are as per outlined on our Rewards Program appearing at the bottom left hand corner of every screen.
Reward redemption and points are subject to change as per anahanaflower.com discretion. However, we will honour all reward points that are claimed.
My Order
We provide a full tracking ability with your orders placed with us. Thus, if you have any question at all regarding your order status, simply access your Order Status page via the email/phone SMSÂ confirmation sent to you.
You may also track on your order here
1. We are happy to assist you as long as your order has not entered the fulfilled process.
2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.
3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).
4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.
5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.
Alternatively, do reach out to our friendly support team and we can check on this for you.
1. We are happy to assist you as long as your order has not entered the fulfilled process.
2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.
3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).
4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.
5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.
Alternatively, do reach out to our friendly support team and we can check on this for you.
1. We are happy to assist you as long as your order has not entered the fulfilled process.
2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.
3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).
4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.
5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.
Alternatively, do reach out to our friendly support team and we can check on this for you.
1. We are happy to assist you as long as your order has not entered the fulfilled process.
2. Once an order has entered the fulfilled process, the order is final and no further changes can be made.
3. To check on your order status, simply track on your order, or access your order confirmation page(emailed/SMS to you).
4. If the order is still under Order Received, we would be able to assist you, for other statuses, please reach out to us ASAP, and we might be able to assist you.
5. For changes, if you do not receive a response in time from us, it usually means the order was not updated. Please do get a confirmation from our customer service team to be sure that the changes have been made.
Alternatively, do reach out to our friendly support team and we can check on this for you.
Happiness Guaranteed
What is the Happiness Guarantee?
While we strive to always deliver the perfect arrangement, flowers are unpredictable by nature. We know it is not possible to be 100% perfect all the time. The Happiness Guarantee ensures that our Customer Experience team will assist at our best for you to be satisfied with your purchase.Â
We promise to make sending and receiving our gifts a joy. So if something isn't up to your expectations, our Customer Experience team will go the extra mile to make it right for you.
As we deal with time sensitive products, kindly reach out as soon as you have received it (Same Day) for us to be able to assist promptly.We would be happy to make it right with our 100% Happiness Guarantee (we will refund your purchase if we are unable to make it right via Store credits), or provide you with an alternative arrangement.
Return Policy
- Refunds and Cancellations - Your purchase is final and nonrefundable. No Product may be returned or refunded except for Damaged Products
Reasons for Compensation
- Damaged Products - If the item arrives damaged ("Damaged Products"), we will be happy to provide a replacement product if the original product is returned by you OR a photograph showing damage and received by company within same day of receiving the delivery. In the event that we are unable to provide a replacement Product or if replacement is not requested by Customer, we may at its sole discretion elect to refund the payment used for purchase in the original amount of the purchase. If a replacement Product is issued, we cannot guarantee that the replacement Product will contain exactly the contents or will have the same theme as the originally provided Product.
- Wrong item was delivered
- Item was not delivered
Kindly take note that we do not take responsibility of orders with incorrectly entered shipping addresses. If an order is placed with an incorrect address, it is the customer's responsibility to reach out to us to make the adjustments upon placing the order. If the gift has been delivered, it is the customer's responsibility to reach out to the resident of the said address to retrieve the purchase.
Refund
We only provide refunds of Store Credits in the form of Petal Points, or discount code to offset on your next purchase with us. We do not provide refunds in the form of cash/refund back to your payment method.
Fresh Flowers
We do not do returns for any fresh flower deliveries. As they are all made fresh and agreed upon when we have done the selection.
Damaged on receipt
We ensure all gifts that gets out of our store pretty! However, for unforeseen circumstance where your gifts have arrived your location in a damaged condition, kindly reach out to immediately upon receipt via our Gift Concierge or Whatsapp @ +65 94550145 and we will look into it as part of our Happiness Guarantee.
Dissatisfaction (Except Fresh Flowers)
As we deal with natural products, it is bound to have a slight variations in each arrangements. In the case where the product that is not due to damages or liability of ours, may be returned with a delivery charge at $20. Please ensure that the gifts are returned in its original packaging and intact, once we have received the items and passed through our QC, we will process on your refund, where the transaction amount will be credited to your account to be used on your next purchase with us.Â
If there are areas that you are not happy with our service, feel free to reach our support team at support@anahanaflower.com or +65 9455 0145 (Whatsapp) and we will be happy to assist you.
Flowers are in poor condition
Flowers varies in nature and looks, thus they do vary from batches to batches. For fresh flowers, do popped them in water when you received them, and they will perk up!
Looking Droopy?
We aqua bag our arrangements to provide a consistent supply of water, but sometimes after delivery, they might need a perk up, so if yours looks sad, they'll just need a trim, an overnight drink to help them perk up fully.
Looking Squashed?
Some stems will look flat at first, give them water and see them bloom!
Broken or damaged stems?
While we do our best to ensure that every arrangements come out of our store and protecting them on the way to you, very occasionally they can have a bad trip. Please contact us with 1-2 photos of the stems and so we can take care of this for you.
Why does my arrangement look different?
Every stem is unique so sometimes colours varies! In addition, we will need to use a substitution to give you the best arrangement. Not to worry, we try whenever possible to always provide you the closest to theme and as equally lovely!
Substitution
As every stem is unique, on rare occasions, color differs, growth differs and our florist will substitute the stems to give you the highest quality bouquet.
Delivery Policy (Singapore)
Domestic Shipping Policy
Delivery processing time
All orders are processed within 1 business day.
If we are experiencing a high volume of orders, delivery may be delayed by a few days. We will get in touch with you if we have issues meeting your required delivery date.
Local delivery rates & delivery estimates
Delivery charges for your order will be calculated and displayed at checkout.
Delivery method
Estimated delivery time
Shipment cost
Orders below $85.00
Selected Preferred Date
$10.00
Orders above $85.00
Selected Preferred Date
Free
ÂDelivery delays can occasionally occur.
Additional surcharge of $10-$20 applies for delivery to locations such as Sentosa Island and Tuas, pricing displayed at checkout.Â
Local Delivery
-Your Delivery Date selected will be present in your order page, as well as in your order confirmation (in your email), in the case. if they are not present in your email, feel free to reach out to us to check on them.
-All orders are targeted to be fulfilled on your selected delivery slot, between our operating delivery time slot. Kindly ensure your delivery contact is accurate and contactable. Our delivery team will reach out to you prior to arrival. Kindly note that delivery would be done via contactless delivery should there be no one to receive.Â
In the event where delivery is unsuccessful, a redelivery charge of 20SGD will be applicable on the next available delivery slot.
-In the case we are unable to fulfil your order due to unforeseen circumstance, you will hear from us to provide an alternative delivery method on our next available delivery slot
ÂCustoms, Duties and Taxes
anahanaflower.com is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
ÂDamages
 If you received your order damaged, please contact us as soon as possible after receipt to investigate on this matter.
Please save all packaging materials and damaged goods before filing a claim.
Restricted Areas
Ana Hana Flower is happy to deliver island-wide accordingly to our usual delivery fees, except to the following locations:
Jurong Island
Army Camps
Airline Road
Kindly contact us for deliver to these locations
In a case whereby a schedule delivery was failed even with prior agreed arrangement, we will leave the item at the best possible location as discussed between the receiver and Ana Hana. However, if a redelivery have to be arranged, an additional $20 will be charged
Ana Hana Flower cannot accept responsibility for late/failed delivery if:
Incorrect address given
Intended recipient not present
Delivery vehicle is subject to delays from building management/security
No valid means of contact
We try to have our arrangements delivered to someone at the door, however we do understand there are cases where no one is available. Our delivery personnel will reach out to you to get in touch with you to do a contactless delivery.
If there are still no response, we might leave the arrangement at a secure location for a contactless delivery in Singapore.
In cases where we are unable to find the address, or unable to access the unit, the delivery might fail and a redelivery would be made at the next available delivery slot. *Charges applies
International Delivery
We are currently shipping internationally to selected countries. Please note that the shipping options for your country will be made available to you at the checkout page.
Kindly note that you are unable to select a specific delivery date, as we parcel pack and ship them directly from the nearest store from you.
All arrangements that are shipped internationally would be parcel packed with good foam protection to ensure the arrangements arrive you as intended.
Upon receipt of your arrangement, feel free to check out on our unboxing guide and care guide to ensure your flowers stays pretty!
We are constantly opening up to more countries and improving on our delivery network, in any case if the country you would like to ship is not available, kindly reach out to us at support@anahanaflower.com and we will be able to assist you on this.
Any orders shipped outside of Singapore is considered an International order
Change of mind
We do not do any change of mind for any preserved flower arrangements
Damaged on receipt
We ensure all gifts that gets out of our store pretty! However, for unforeseen circumstance where your gifts have arrived your location in a damaged condition, kindly reach out to immediately upon receipt via our support channels
Dissatisfaction (Except Fresh Flowers)
As we deal with natural products, it is bound to have a slight variations in each arrangements. In the case where the product that is not due to damages or liability of ours, may be returned with shipping fees covered by the buyer. Please ensure that the gifts are returned in its original packaging and intact, once we have received the items and passed through our QC, we will process on your refund, where the transaction amount will be credited to your account to be used on your next purchase with us.Â
If there are areas that you are not happy with our service, feel free to reach our support team.
What countries do we ship to?
All our Preserved Flowers arrangements are eligible for ship outside Singapore to the countries listed below. It is the customer responsibility to ensure that the item can be legally imported into the destination country. Regulations may prohibit importation of items made with exotic materials. Please note that the customer is responsibile for any delayed caused by customs processing.
-Australia-Indonesia-Japan-Korea-Malaysia-Thailand-Vietnam-Taiwan
We are constantly reviewing where we are shipping to, if your country is not listed here, feel free to reach out to us at +65 94550145
Shop as you would on AnaHanaFlower.com, for list of products that are available for shipping internationally, kindly browse them from anahanaflower.com/pages/international
Please note that we do not ship Fresh Flowers internationally
Gift Subscription
If you are often looking to shower gifts on others, by subscribing, you get up to 30% discount. At the same time, you are automatically enrolled to get our Petal Points, which gives you rewards for your next purchase on regular products
*To get Petal Points, make sure you are signed up with an account during your purchase!
Managing Your Subscription
Yes, as we only charge based on your frequency of subscription, You will be able to cancel your subscription at our dashboard. Login at your Subscription Dashboard to manage it.
Otherwise you can login to your account, and click "Manage Floral Subscriptions"
If you are cancelling, be sure to cancel them in advance. If an order has already been confirmed, cancelled your subscription will not cancel your upcoming order, but the subsequent ones.
Once your subscription is cancelled, there will not be any more recurring automated transactions
*Please take note that if you will only be able to cancel on your subscription order after taking delivery of your first subscription order (your 2nd order). However you will be able to reschedule your orders if would like.Â
You can change your preference anytime at the Profile Page when you log in to your Subscription Dashboard. When you change your preference, we will take that into account whenever you make a change and we will factor that in your next delivery
Need to reschedule your deliveries? Simply login to your Subscription Dashboard & Reschedule them!