Polo The Bird Limited

Address: Shop G36, Mikiki Mall, 638 Prince Edward Road East, San Po Kong

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1. We only offer flower delivery to Hong Kong. For overseas flower delivery, please contact us and we will arrange for local service providers to provide the delivery.

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2. All prices are in Hong Kong Dollars (HK$).

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3. This website's office hours are 9:00 AM to 7:00 PM.

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4. We will confirm your order by phone/email/WhatsApp on the same day we receive it. If we do not receive a response within 24 hours, Please call our store for enquiries.

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5. All bouquets and flower baskets require time to produce. If you require delivery within two days and the style you ordered is not available today (please see the Same-Day Flower Orders page for details), we may not be able to deliver within the selected timeframe.
i. Urgent delivery orders (e.g., same-day delivery within 4-8 hours) may incur a special surcharge. Please contact our Customer Service team for details.
ii. We will contact you upon receiving an order that we cannot deliver. If the customer is dissatisfied with the arrangement and requests a refund, the online payment company will have charged a handling fee (~5%) and the customer will not be refunded. Therefore, for urgent orders, please contact us before placing the order so that we can make better arrangements.

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6. Changing the Delivery Date or Time:
If you need to change the delivery date or time of your flower or fruit order, material or delivery fees may apply.
A: Orders Delayed for Delivery Within Two Days:
If an unforeseen event prevents delivery of flowers on the same day, but delivery is possible within one or two days, we can generally hold the order for delivery within two days if we notify us three hours before the scheduled delivery time. If the product is already being shipped, it will be returned to our store or factory. If re-delivery is required, shipping will be charged at the market rate.

B: Orders requiring a delivery delay of more than two days:

If the delivery date needs to be changed for any reason (e.g., event rescheduling) and needs to be postponed for more than two days.

i. If you notify us two business days in advance (for products with special materials* or materials ordered more than a week in advance), we may charge a material fee of up to 30% of the original flower price*.
ii. If you notify us before 7:30 pm the day before delivery or collection, we may charge a material fee of up to 50% of the original flower price* plus additional fees.
iii. If you notify us on the day of delivery, we may not be able to change the delivery date as the product has already been prepared. The product will be stored at our factory or store and can be collected within two days. If a product is already being shipped, any undeliverable product will be returned to our store or factory. If reshipment is required, shipping charges will be based on market rates.

iiii. If a delivery address is required on the same day, additional shipping charges will be charged based on market rates.

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7. If you require changes to the greeting card for the flower basket or bouquet, please make them at least two business days prior to delivery. Multiple changes or urgent modifications will incur additional charges, as shown below.
i. We will review the layout of the flower basket card with you. If any errors are found after review, you can make one revision. If you have any requests, please contact our customer service during the revision process. If you are still not satisfied with the layout, you can provide us with an A3-sized JPEG file for printing.

ii. Once the greeting card is confirmed, it will be sent to the printer for processing. If further changes are required, we may charge a $20 reprinting fee. We apologize for the inconvenience.
iii. We will print the greeting card according to the customer's message. We generally do not provide it to the customer for verification. If you require verification, please contact us.
iv. Greeting cards will be printed and processed one day before shipment. Any changes required must be made two business days before shipment. Urgent changes may incur a $20 reprinting fee.

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8. If you need to change the style of the product you ordered, please contact us first and we will determine whether the change is possible based on the circumstances. Since we usually pre-order flowers immediately after receiving an order for fresh flowers, we generally do not recommend that customers change the style of the product after ordering. Additional flower material fees may need to be calculated separately (the flower material fee is generally 30% of the original bouquet price).

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9. If the consignee is not at the delivery location on the delivery date, or refuses to accept the product due to personal or venue issues, we will notify the customer. Products that cannot be delivered will be returned to our store or factory. If re-delivery is required, the shipping cost will be charged according to the market price.

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10. Incorrect Address: If the orderer enters an incorrect address on the order form, our florist will not be responsible or provide any service promises. Please make sure the delivery address is correct.

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11. Please provide the recipient's contact number to ensure delivery. Our florist will not contact the recipient prior to delivery unless necessary.

12. If the Hong Kong Observatory issues a Typhoon Signal No. 8 or above before 8:00 a.m. on the delivery date, delivery may be delayed due to inclement weather. We will notify you via WhatsApp or other means and arrange to deliver the flowers to your requested address as soon as possible on the same day after the signal is removed. If the Hong Kong Observatory forecasts a Typhoon Signal No. 8 or above for the remainder of the year, we will arrange to deliver the flowers as early as possible before the signal is hoisted. If the Hong Kong Observatory issues a Black Rainstorm Warning, we will deliver the flowers to your original address as soon as possible after the signal is removed. If you are unable to receive the flowers on the day due to weather conditions, please notify us in advance and we will arrange for re-delivery within 3 days. Order cancellations will not be accepted.

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13. <span Every floral arrangement is personally delivered by a dedicated person and vehicle. Larger floral arrangements, such as flower baskets and displays, will be photographed for your record upon delivery. Smaller floral arrangements, such as bouquets, or those delivered directly to the recipient, will be inspected on-site and photographed before delivery.

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14. Our delivery time may be adjusted appropriately according to different locations.<span

or may be delivered in due course without any notice.

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15. For fresh flower products that have entered the preparation stage (usually three business days, especially for flower products or materials ordered more than a week in advance), cancellation fees of 50% or more will be charged. Cancellations cannot be made on the day of delivery or collection.

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16. Flowers may be in short supply due to seasonal factors. Flowers other than the main flowers will be substituted with seasonal flowers without prior notice.

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17. In the event of any dispute, the Company reserves the right to make the final decision.

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Discounts and prices

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1. All discount prices are subject to the order placed on the website. If you have any questions, you can ask our staff.

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2. Discount codes entered cannot be used repeatedly. Only one code can be used at a time.

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3. Discounts and prices listed on this website may change over time. Prices are current at the time of order. If prices change, we will not charge or refund the difference.

4. Products given away on special occasions such as Valentine's Day, Lunar New Year, or Mother's Day will have special holiday styles available for ordering. Regular styles may not be available during special holiday periods.

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Privacy Policy

 We are committed to protecting your privacy. The information we collect from you through this website will help us provide you with more tailored products and services, ensuring a personalized and enjoyable shopping experience. Please continue reading below for information about privacy and the handling of personal data.

Our Guarantee
We are committed to protecting your privacy. We aim to fully comply with the requirements of the Personal Data (Privacy) Ordinance (Cap. 486) of the Hong Kong Special Administrative Region and, where practicable, provide protection exceeding those requirements. To this end, we ensure that our employees adhere to the strictest standards of security and confidentiality.

What information do we collect? How do we use it?
The personal data we collect and store includes the following categories:
 

 1. Name;

 2. Contact information including telephone number, fax number, address, email address, pager number, etc.;

4. Inquiries, suggestions, or comments;

5. Interests and preferences;

<h2 6. Computer operating system and online service provider information; 7. Credit card number (if you have previously ordered any of our products).

 

We collect your personal data from various sources and store it for the following purposes:

 

• Sending information about our products and services, activities, competitions, promotions, and events;

• Marketing promotions related to the Company, its suppliers, business partners, and other selected businesses;

• <span Marketing promotions conducted in collaboration with other partners;

• To ensure a customized and enjoyable shopping experience on this website and to provide personalized marketing information, we will tailor the advertisements and content on this website;

• To fulfill your requests for our products and services, order processing, and payment settlement;

• To respond to your inquiries;

• To provide membership registration, benefits, and rewards;

• Collect statistical data, conduct analysis, and provide anonymous reports to internal and external clients;

• Conduct surveys related to clients, products, or services;

• to further improve the quality of our products and services; or

• to achieve any purpose directly related to the above.

The provision of such personal data is entirely voluntary.
 

 

For terms and conditions of flower arrangement classes, please refer to Link

 

 

"Cookies"
We use "cookies" (a small amount of data that a website server sends to your computer browser when you visit a website and is stored on your computer hardware) to make shopping at our store more convenient. When you visit our store again, our cookies can help us identify you and personalize our services. We will use your personal information to provide you with products and services that better suit your needs.
Most browsers automatically accept cookies. You can also choose not to accept cookies by going to your computer's "preferences" or "options." If you choose not to accept cookies, you will not be able to purchase from our store, but you can still browse some pages on our website.

Membership Information
Our members enjoy a variety of exclusive benefits, including member communications, special offers, and convenient shopping. We will also gradually add more member benefits in the future, including more personalized service and other discounts. If you would like to become our member, please provide your name, email address, and mailing address. We may also ask you to complete a personal survey so that we can provide you with better service.

Purchase Information
When you order from our store, we need to provide additional information such as credit card information and shipping address so that we can process your purchase and notify you of your order status.

Contests and Promotions
From time to time, we may host contests or promotions. We may need your name, email address, mailing address, phone number, and shopping preferences to inform you of your contest wins and losses and to improve future contests and promotions.

Member Newsletters and Email Promotions
We will email members the latest information and special promotions. If you do not wish to receive these communications, please unsubscribe at any time in your account.

Others
When you click on links and advertisements to other websites, you will be redirected to third-party websites. You will be subject to the privacy policy of that website, and we are not responsible for any actions taken outside of this website.

Data Protection
We are committed to protecting your personal information. We use advanced encryption technology and secure servers to protect your personal information (including name, email address, mailing address, phone number, credit card information, and purchase history). We also do not allow unauthorized access to customer information. When you register an account, we may contact you to verify the accuracy of the information you provide.

Accessing and Updating Data
You may ask us whether we hold your personal data. If we do, you may email us to request access, update, correct, or obtain a copy of the personal data we hold. We will take reasonable steps to verify your identity before granting access to or updating your personal data.
Subject to the Personal Data (Privacy) Ordinance, we will endeavor to respond to your request within 40 days.
We may charge a reasonable fee to cover the administrative costs of such an enquiry. We will not retain your personal data for any longer than is necessary.

Data Sharing
All personal data you provide to us will be kept confidential and protected. However, we may provide relevant information to the following parties for the purposes of this Privacy Policy:

 

• our subsidiaries, related companies, and other related companies;

• our suppliers and business partners;

• those who assist us in implementing this Privacy Policy;

• those who collaborate with us in this marketing initiative;

• Any agent, contractor or service provider who provides us with administrative, order processing, payment settlement, credit reference, debt collection or other services related to our operations;

• Any person or company that is bound by a confidentiality agreement with us; and

• We believe in good faith that we have a duty to disclose the information to the individual under applicable law.

We may aggregate and analyze customer information, sales patterns, browsing behavior, and related website data to provide to our trusted wholesalers, but this data will not reveal personally identifiable information.
Currently, except as stated above, we do not sell, trade, share, or rent your personal information to third parties. In the future, we may transfer your information to trusted third parties, but you can notify us to stop doing so. In this case, we will not sell or disclose your personal information without your consent.

Your Consent
By using this website, you consent to the collection and use of your personal information as described in the Privacy Policy above. If there are any changes to this Privacy Policy, we will post them on this page so that you will be informed as soon as possible about how we collect, use, and disclose your information.

Other Questions
If you have any questions about this Privacy Policy, please contact us.
In the event of any inconsistency between the Chinese and English versions of this policy, the English version shall prevail.

Policy revised in August 2024

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