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.

Cancellation requests need to be made no later than 48 hours before your chosen delivery time. Any cancellations requested by the customer will be subject to a 10% processing fee deduction if the cancellation is possible. If a shorter period of notice is given, we will only issue a refund if we have not started preparation of your order (including specific flower materials being ordered to prepare your order) at the time when notice is given.

We are sorry that we cannot accept cancellations for Customized orders, and 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.

If substitutions do occur, we will use materials which are of similar aesthetics, and 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.

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