Frequently Asked Questions


General 

In addition to placing orders online, customers can also place orders by phone call, WhatsApp, and by visiting our beautiful boutique.
 
Order By Phone (Call & WhatsApp)
Place your order by calling us at +852 9614 0037 or by messaging us via WhatsApp at +852 9625 4482 during our business hours.
 
Simply provide us with the following information:
  • Product name, colour and size (if applicable)
  • Name and phone number of customer
  • Name and phone number of recipient
  • Delivery address, delivery date and preferred 3-hour time slot
  • Gift message card content (if any)
    Order In Person
    We welcome you to visit our stunning boutique located in the heart of Wan Chai to check out our carefully curated selection of premium seasonal blooms imported from around the world. Grab & go bouquets are available too.
     
    Our Boutique Address & Business Hours
    Shop J, 2A-2G Star Street
    Wan Chai, Hong Kong
     
    Monday - Sunday, 10:00am - 7:00pm
     
    For Gifts (non-Hampers) items: We provide delivery service worldwide.
    For all items: We provide delivery service in Hong Kong with fees specified below. Order by 2pm to enjoy same day delivery.
     
    FOR ORDERS EQUAL TO OR ABOVE HK$780:

    Hong Kong Island delivery - FREE

    Kowloon delivery - FREE

    New Territories delivery - HK$100

    Special Permit Areas* delivery - HK$250

     

    FOR ORDERS BELOW HK$780:

    Hong Kong Island delivery - HK$80

    Kowloon delivery - HK$120

    New Territories delivery - HK$200

    Special Permit Areas* delivery - HK$350

     

    *Special Permit Areas

    Areas which require a special vehicle permit to access such as Discovery Bay and Mui Wo. Please contact WhatsApp +852 9625 4482 or email cs@graceandfavourhk.com for availability before placing your order for special permit areas delivery.

    *Inclement Weather Delivery Policy (T8 or Black Rain or Above):

    Flower deliveries scheduled on the day will be delivered as soon as the T8/Black Rain signal has been removed; should the signal(s) remain in effect past 2pm, the flowers will be delivered on the next available day.

    *Valentine's Day, Mother's Day & Christmas Delivery Time:

    Due to the high volume of orders during these holidays, time slots selected will be tried at best effort. All the orders are guaranteed to be delivered between 10am – 7pm.

    We accept all major credit cards (Visa/MasterCard/American Express/UnionPay and etc.), PayMe, FPS, WeChat Pay, Alipay, and cash/check.

    We specialize in and are happy to work with small or big companies alike as well as individuals to customize our product offerings for your special occasions.

    Please write to us at cs@graceandfavourhk.com or message us via WhatsApp at +852 9625 4482.
     

    We can deliver with as little as 2-hour notice depending on location and order type within Hong Kong. 

    Orders placed before 2pm automatically qualify for same day delivery.

    For last-minute customized orders, please WhatsApp us at +852 9625 4482. *Subject to delivery schedule on the day

    Orders placed via our website will be confirmed by an automated email.

    If you do not receive a confirmation email within a few minutes after placing your order, please double check your spam folder in case it has been routed there. You may need to mark us as a 'safe sender' to ensure all future emails are directed to your inbox.

    In the unlikely event that the issue persists, please contact our customer service team at +852 9614 0037 (phone), +852 9625 4482 (WhatsApp) or cs@graceandfavourhk.com (email)

    Jewels/Home+

    Once you have placed your order, you can contact our customer service team at cs@graceandfavourhk.com or  via WhatsApp at +852 9625 4482 to change the message, date and address, or cancel no later than 24 hours after the order is placed.

    We cannot guarantee successful amendment or cancellation for Next Day or Same Day orders.

    You may not be able to change the details if the items are already out for delivery, but we will always do our best to accommodate your request when possible.

    Due to the nature of natural precious/semi-precious stones, every Grace & Favour jewel piece is one of its kind.

    We can guarantee that you will receive the exact design as pictured and that the same type and size of natural precious/semi-precious stones will be used. 

    Our jewels are made of 18k yellow/white/rose gold plated 925 sterling silver and genuine gemstones.

    We also offer customization of the pieces with 18k gold.

    Natural gemstones used in the jewels include zirconias, spinel, ruby, morganite, garnets (pyrope, almandine, rhodolite, spessartine and tsavorite), citrine, peridot, diopside, emerald, apatite, topaz, tourmaline, sapphire, tanzanite, amethyst, opal, moonstone, as well as fresh/salt water pearls.

    We promise to use genuine natural gemstones in our jewels because we believe in having timeless, classic, and high quality jewellery which can be kept for a long time. 

    Almost all of our gemstones used are completely natural, with few exceptions such as ruby: due to its rare quality and high value, the ones we use in our pieces were treated using a widely adopted heat technique to provide enhanced colors while keeping the beauty affordable. (Find out more here: https://www.gia.edu/ruby)

    We do not use synthetic gemstones.

    Our jewels are carefully handcrafted by our experienced gemstone experts. All of our stones are hand-set. Surface treatments are used to allow our jewels to stay in their best condition. However, shocks, abrasive products and inappropriate use can deteriorate the quality of the jewels.

    We guarantee our jewels for 1 year, whatever their use is. This warranty is applicable on every product, as long as the original receipt is kept. During this warranty period, we offer complimentary repair services.

    After the expiry of 1-year warranty, we still offer repair services with a small fee. The out-of-warranty repairs include the repair, the verification of the gemstone setting, weld control and polishing, as well as a new 6-month warranty.

    Jewel and Home+ products purchased on our website may be returned/exchanged to us either by mail or by drop off at our boutique, within seven days from the date of receipt*.

    *We will only accept products unworn, unused and undamaged, and accompanied by the original packaging and receipt. All the personalized products cannot be returned or exchanged.

    Yes, we welcome customized orders. Customers can upgrade their selected styles to 18k white/rose/yellow gold and their own choice of gemstones.

    Blooms/Greens

    Once you have placed your order, you can contact our customer service team at cs@graceandfavourhk.com or via WhatsApp at +852 9625 4482 to change the message, date and address no later than 24 hours before your chosen delivery date.

    You may not be able to change the details if the flowers are already out for delivery, but we will always do our best to accommodate your request when possible.

    You can also contact our customer service team to cancel no later than 48 hours before your chosen delivery time. If a shorter period of notice is given, we will only issue a refund if we have not started preparation of your order at the time when notice is given. We are sorry to inform that we cannot accept cancellations for Pre-Order items or Next Day or Same Day orders.

    At Grace & Favour, we are committed to delivering your important emotional sentiments on time and as fresh and beautiful as possible.

    Because of the nature, seasonality, and regional availability of flowers it is sometimes necessary to make substitutions of equal or greater value. We will make every effort to maintain the "look and feel" of the arrangement by considering the overall shape, size, style, and color combinations.

    If the flowers do not meet our own high standards, we sincerely apologize and we will give you the choice of a free replacement at our next available delivery date, or a refund.

    Please note that you will need to contact us with a photo of the poor quality or damaged flowers within 48 hours of receipt in order to be eligible for a refund or replacement. If you have ordered accessories from us and you are not happy about the condition in which they have been delivered to you, please contact our customer service team so that we can help you.

    Should the recipient be unavailable at the time of delivery, we will pass the flowers to a receptionist, colleague, family member, friend, security guard post or leave at the door.

    Sometimes, due to some security policies imposed by certain residences, office buildings, and companies, our delivery personnel will not be allowed in, we will call the recipient to collect the flowers. 

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    Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

    Subscriptions

    Pamper yourself with Grace & Favour's flower subscription or surprise a loved one with this ultimate floral gift.

    We are pleased to offer subscriptions across the Hong Kong metropolitan area, allowing you to experience the season's best flower varieties with each delivery. 

    1. CHOOSE YOUR FLOWER SUBSCRIPTION PLAN

    Select from our four flower subscription size options - Mini, Small, Medium, and Large- and we will source the freshest seasonal blooms directly from our trusted grower partners worldwide, allowing you to discover our extensive range of the highest quality flowers through a carefully curated bouquet.

    Subscriptions with a minimum of FOUR deliveries include one gorgeous complimentary vase.

    2. SELECT SUBSCRIPTION DURATION & FREQUENCY
    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep

    3. ENJOY YOUR FLOWERS
    Your flower delivery will arrive at your chosen frequency to the address of choice, making it easier than ever to enjoy them in your home or office, or to delight a loved one. 
    2. SELECT SUBSCRIPTION DURATION & FREQUENCY
    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep.

    2. SELECT SUBSCRIPTION DURATION & FREQUENCY
    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep.

    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep

    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep

    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep

    Enjoy weekly or bi-weekly flower deliveries from us.

    We will take care of the rest and will deliver the seasons’ freshest blooms directly to your doorstep

    Our florists will make sure to select the freshest flowers in season.

    Because seasonality and local preference is a major consideration, some modifications can be difficult to accommodate. However, when registering for your subscription, please note any allergies you / recipient may have as well as any pets.

    Up to you! We offer both pay-as-you-go subscription plans as well as prepaid plans at a discount.

    Yes, we will send a beautifully designed physical certificate via mail or an equivalent e-certificate via email (whichever you prefer). NOTE: If it is not indicated who the certificate is to be sent to, it will be sent to the sender’s address or email.

    Absolutely! When signing up for a gift subscription, you will be asked to fill out a form where a card message can be added. This card message will be displayed in all upcoming deliveries for the allotted frequency, unless you contact us with customized message for each delivery.

    Things change, we understand!

    You can contact our customer service team at cs@graceandfavourhk.com or via WhatsApp at +852 9625 4482 during our business hours to amend, pause or cancel your existing subscription.

    Please kindly note that all changes need to be received at least 48 hours before the delivery date. 

    Please note that cancelled prepaid plans cannot be refunded; however, the remaining balance can be used towards other purchases at Grace & Favour.