Terms of Use

We accept bank transfer only. We do not yet take cards or e-wallets.

We never receive or store your card number. Payment happens inside your own banking app.

After you order we show our account details and a QR code. We start making the flowers once we can see the transfer.

Your order is not confirmed until we have received payment. Until then we cannot hold a delivery date for you.

If the name on the transfer differs from the name on the order, please tell us in the order form so we can match it faster.

Orders with no payment expire automatically after a while.

All amounts are in Vietnamese dong (VND) and include value-added tax.

The price you see already includes delivery. We do not add a delivery fee.

If you collect the flowers from the shop we take that amount off. The discount is shown on the order form.

Prices can change, but an order you have already placed keeps the price it had when you placed it.

Within Hanoi we can deliver the same day. After the daily cut-off, delivery starts the next day.

Outside Hanoi takes 2–5 days.

We do our best to hit the time window you ask for, but it is not a guaranteed time — traffic and weather affect it.

If you do not know the recipient’s address, choose "I don’t know the address". We will ask the recipient ourselves.

If the recipient is not there we call. If we cannot reach them we leave the flowers somewhere safe or come back the next day.

If the address was written incorrectly and we have to deliver again, there may be an extra charge.

You can also collect from the shop. We will let you know when the flowers are ready.

hoalofi sells soap and wax flowers (hoa sáp). They are not fresh flowers.

They do not wilt, so they last. They need no water.

Please keep them out of direct sunlight and heat. They can fade or lose their shape.

They are made by hand, so each one differs slightly. Colour and arrangement may vary a little from the photo; the overall look and the size stay the same.

Depending on what materials we can get, we may substitute similar ones. If the change is significant we contact you first.

Before you pay, you can cancel at any time. Just tell us.

Once we have started making the flowers, cancelling is difficult. Flowers are made to order and cannot be given to another customer.

After delivery we cannot usually refund a simple change of mind.

If what arrived differs greatly from the photo or arrived damaged, send us photos within 3 days of receiving it. We will remake it or refund you.

If we fail to deliver for reasons on our side, we refund you in full.

Refunds go back to the account you paid from, within 7 working days of us confirming.

We copy your message exactly as you wrote it, typos included — please read it once more before sending.

If the message breaks the law or attacks someone, we may decline it. We will contact you so you can change it or cancel.

You can order without signing up.

As a member you can see your order history and save the addresses and anniversaries you use often.

Please keep your account and password safe. If you think someone else is using it, tell us straight away.

You can delete your account yourself from your account page. If an order is still in progress, you can do it once that order is finished.

The photographs, text and design on this site belong to hoalofi. Please do not use them commercially without our permission.

Please do not scrape the site automatically, access anyone else’s account, or interfere with the service.

We may cancel fake or joke orders.

We are responsible for delivering the flowers you ordered, on time and in good condition.

Where something is beyond our control — natural disaster, road closures, power cuts, network failures — we contact you at once and either deliver again or refund you.

Our liability does not exceed what you paid for that order.

Nothing here reduces the rights the law gives you as a consumer.

When these terms change we publish the new version on this page with the date it takes effect.

An order you have already placed follows the terms that applied when you placed it.

For questions about orders, delivery or refunds, call the shop or message us on Zalo or KakaoTalk.

We will first try to settle any problem by talking it through with you. If that fails, the dispute goes to the competent People’s Court in Hanoi under Vietnamese law.