Frequently asked questions

To find the answers to your questions

Use this guide to find answers to some of the most common questions asked of BetterThanFlowers team members.

🎁 GOOD TO KNOW

Do you include the invoice in the package ?

We never put the invoice in our packages. You can contact our customer service by email, phone or WhatsApp to obtain it.

Can I add my own gift to the Balloon Box ?

Yes, you can have the package delivered to your address and put your own gift inside. Be careful, you can add a small object only and the balloon only lasts about a week in the box. 

How can I cancel my order ?

To cancel your order, you must contact our customer service by email, phone or WhatsApp.

Please note that our customer service is open from Monday to Sunday from 10am to 10pm. If the package is already shipped, we can no longer cancel the order.

How can I change the message on the card ?

You can change the message on the card of your order if the package is not gone yet! You can contact our customer service via email, Whatsapp or phone to do so.

How can I change the delivery information ?

You can change the delivery information if the package is not gone yet! You can contact our customer service via email, Whatsapp or phone to do so.

How can I change my order ?

To change your order, you must contact our customer service by email, phone or WhatsApp.

Please note that our customer service is open from Monday to Sunday from 10am to 10pm. If the package is already shipped, we can no longer cancel the order.

Are all the products of my Balloon Box shipped in one single package ?

Yes, your entire order will be shipped in one package. Unless you pick more than 3 balloons in total.

What is the size of the package ?

Depending on your order, the package is between 25cm x 25cm x 36cm up to 50cm x 50cm 50cm. None of our parcels fit in the mailbox.

What are the payment methods ?

You can pay by credit card (Visa, Mastercard & Amex), by PayPal or by Google Pay, Apple Pay, Shop Pay, etc.

Can I send a message to the Better Than Flowers team ?

Yes, in your shopping cart you have a box "A message for the team ? Tell us here." You can ask us for example to write on the package "to open on September 17th" or you can chat with us HERE or via Whatsapp.

Do you have a physical store ?

We do not have a physical store. We have a warehouse where all the order are packaged and shipped but it is not possible to pick up your order from there.

🎉 BALLOON BOX

Will the balloon arrive inflated ?

Of course, we are sending the balloon already inflated so that the surprise when opening the box is perfect. The helium usually lasts up to 10 days.

Is my balloon likely to fly away completely ?

No, the balloon is weighed down with the card you customize. The balloon will rise up at eye level with your recipient.

Can I inflate the balloon again ?

Of course! Do not throw away the balloon and do not let it fly away. You can give it a second life, it can be inflated infinitely with air or helium. To keep it as long as possible, avoid leaving it in the sun or in front of a heater for too long.

Can I order multiple balloons ?

Yes, once you are done with the first step, you can find a category named "Balloons" under the "Add a gift" section, where you can add another balloon from our selection.

📦 DELIVERY

What are the delivery areas ?

Hong Kong Island, Kowloon, New Territories and Remote Islands. Basically all around Hong Kong.

How much does the delivery cost ?

Free Delivery on orders above 700 HK$ All Around Hong Kong.

You can use discount code "FREEDELIVERY"

HK$80 below 700 HK$ Spending.

Can I pick the delivery date ?

Yes, you can pick a date during the checkout process.

Our deliveries are all week Monday to Sunday. Same day delivery is possible if ordered before 10am and orders passed after 10am are sent out the following day.

How can I keep track of my order ?

You can contact us on Whatsapp, where we will makes sure to keep you updated about your order.

If the person is not at home at the time of delivery ?

If the person is not at home at the time of delivery, we will contact you via phone or Whatsapp to inform you and discuss how to proceed.

Our deliveries are all week Monday to Sunday. Same day delivery is possible if ordered before 10am and orders passed after 10am are sent out the following day.

💳 REFUND

Can I get a refund ?

Refund conditions are simple:

1. The product had a defect, was severely deflated or damaged. Send us a photo to hello@betterthanflowers.hk and we will reimburse you within 72h or we will send you a new balloon, depending on what you wish to do.

2. The balloon never arrived. That is very unlikely, our staff is mostly running the delivery themselves and are extremely professionals. If there is still a serious problem, we will reimburse you within 72h. 

3. The balloon arrived late. If you paid for the specific date delivery and the balloon arrives later. We will reimburse you the cost of the delivery.