Polo The Bird Limited

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

​

1. Our shop only provides flower delivery services in Hong Kong. For overseas flower delivery services, you can contact us, and we will arrange for local service providers to fulfill the order.

 

2. All prices are calculated in Hong Kong Dollars - HK$.

 

3. Our website's business hours are from 9:00 AM to 7:00 PM.

 

4. Our shop will confirm orders on the same day of receipt via phone call, email, or WhatsApp. If you do not receive a reply within 24 hours, please call our shop for inquiries.

 

5. All flower bouquets and flower baskets require time to produce. If a customer needs delivery within two days and the ordered style is not one that we can supply on the same day (for details, please refer to the same-day flower ordering page), we may not be able to deliver within the time chosen by the customer. Orders requiring particularly urgent delivery (e.g., to be delivered within 4-8 hours on the same day) may be subject to a special surcharge. For details, please contact our customer service representatives.

 

6. Upon receiving orders that cannot be delivered due to tight deadlines or styles being unavailable during special festivals (Valentine's Day, Lunar New Year, Mother's Day), we will contact the customer to reschedule the delivery date, add festival-adjusted charges, or change the style. If the customer is dissatisfied with the arrangement and requests a refund, the handling fee (~5%) already charged by the online payment company will not be refunded to the customer.

 

7. Changing the flower delivery date or time: If you need to change the delivery date or time for ordered fresh flowers or fruit products, a material or delivery fee may be charged for the order change.

A: Orders to be delivered within two days of postponement: If the customer is unable to receive the flowers on the same day due to unexpected events but can receive them within the next one or two days, and notifies us at least three hours before the same day's delivery time slot, we can generally hold the order for the customer to be delivered within two days. If the product is already in transit, the undeliverable product will be returned to our store or workshop. If re-delivery is needed, the shipping fee will be charged at the market price.

B: Orders needing to be delivered more than two days after postponement: If the delivery date needs to be changed for any reason (e.g., event rescheduling) and the postponement is more than two days.
i. If notified two working days in advance (for products with special materials* or materials ordered more than a week in advance), we will charge a maximum of 30% of the original price* of the flower product as a material fee.
ii. If notified before 7:30 PM on the day before delivery or pickup, we may charge a maximum of 50% of the original price* of the product as material and surcharge fees.
iii. If notified on the day of delivery, we may not be able to change the delivery date of the order because the product is already prepared. The product will be kept at the workshop or store, and the customer can pick it up within two days. If the product is already in transit, the undeliverable product may be returned to our store or workshop. If re-delivery is needed, the shipping fee will be charged at the market price.
iv. If the delivery address or time needs to be changed on the day of delivery, an additional shipping fee will be charged, which will be based on the market price.

 

8. If you need to change the greeting card for a flower basket or the message card for a flower bouquet, please make the change at least two working days before the delivery date. Multiple changes or urgent modifications will incur additional charges, as follows:
i. We will first send the layout of the flower basket greeting card to the customer for verification. If the customer finds an error after verification, they can make one change. Any requests should be raised to our customer service during this change. If the customer is still unsatisfied with the greeting card layout, they can provide a Jpg file of A3 size for us to print.
ii. Once the greeting card is confirmed, it will be sent for printing. If further changes are needed, we may charge a reprinting fee of $20. We apologize for any inconvenience.
iii. We will print the message card according to the customer's wording and generally will not send it to the customer for verification. If verification is needed, you can contact us.
iv. The message card will be sent for printing one day before shipment. If changes are needed, please do so two working days before shipment. For urgent changes, we may charge a reprinting fee of $20.

 

9. If you need to change the style of the ordered product, please contact us for assistance first, and we will decide whether the change is possible based on the situation. Since we usually order flower materials immediately after receiving an order for fresh flower products, we generally do not recommend customers to change the style after placing the order. Additional flower material fees may be incurred (usually 30% of the original price of the flower bouquet).

 

10. If the recipient is not at the delivery location on the delivery day, or refuses to accept the product due to personal or venue issues, we will notify the customer. The undeliverable product will be returned to our store or workshop. If re-delivery is needed, the shipping fee will be charged at the market price.

 

11. Address errors: If the customer fills in an incorrect address in the order, our flower shop will not be held responsible and cannot make any service commitments. Please ensure that the delivery address is correct.

 

12. Please provide the recipient's contact phone number to ensure successful flower delivery. Unless necessary, our flower shop will not contact the recipient before delivery.

 

13. If the Observatory issues a Typhoon Signal No. 8 or above before 8:00 AM on the delivery day, due to severe weather, delivery may not be possible at the original time. We will notify the customer via WhatsApp or other means and arrange to deliver the flowers to the customer's original address as soon as possible on the same day after the signal is lifted. If the Observatory forecasts that a Typhoon Signal No. 8 or above will be issued at other times, we will arrange to deliver the flowers as much as possible before the signal is hoisted. If the Observatory issues a Black Rainstorm Warning, we will deliver the flowers to the customer's original address as soon as possible after the warning is lifted. If the customer is unable to receive the flowers on the same day due to the weather, they can notify us in advance and arrange for re-delivery within 3 days. Cancellation of the order will not be accepted.

 

14. Each of our floral products will be delivered in person by a dedicated staff member using a dedicated vehicle. Large floral products such as flower baskets and decorations will be photographed at the delivery site and sent to the customer for record. For smaller products such as flower bouquets or those directly handed to the recipient, the recipient can inspect them on the spot, and we will also strive to take photos of the products before delivery and send them to the customer.

 

15. Our delivery time may be appropriately adjusted according to different venues, and delivery may be made earlier at an appropriate time without prior notice.

 

16. If a fresh flower product has entered the preparation stage (usually three working days; for products with special materials, materials may be ordered more than a week in advance), canceling the order will incur a deduction of 50% or more of the cost. Orders cannot be canceled on the day of delivery or pickup.

 

17. Flower materials may be in short supply due to seasonality. Our shop will replace non-main flower materials with seasonal ones without prior notice.

 

18. In case of any dispute, our company reserves the right to make the final decision.

​

Discounts and prices

​

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

​

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

​

3. Discounts and prices listed on this website may change over time. Prices are current at the time of order. 

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.

​

​

​

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;

 

 

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;

•  

• 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

​