HANA GARDEN TOKYO offers sustainable flower gifts that carry feelings of celebration into the future.
By utilizing collection and reuse systems as well as artificial flowers, we prioritize the harmony between environmental consciousness and beauty.
This page provides information on ordering, delivery and collection, pricing, and various policies.
How to Order
【For existing products】
Please select the desired product from the product page.
After entering your delivery information, preferred delivery date and time, and desired collection date and time (if applicable), you will proceed to payment.
Once your order is confirmed, our staff will carefully craft your item and deliver it in person on the day.
【For custom-made requests】
Please contact us via our official LINE account.
We will ask for your budget, preferred colors, design ideas, etc., and provide a quote and proposal based on your needs.
Once the details are finalized, we will send you the order information, and after payment is complete, we will proceed with production and delivery on the day.
Delivery and Collection
To ensure that your important gifts are delivered in the best possible condition, we have clearly defined our delivery system and fee structure.
To maintain quality and ensure a secure setup, we only accept orders within our own delivery area. Our staff handles the entire process, from delivery and setup to collection.
1. About Delivery Methods
All products are delivered directly by our own staff.
For products requiring collection, our staff will handle everything from installation to retrieval. For products that do not require collection, the process is completed upon delivery.
2. Delivery Area
・Tokyo 23 Wards
・Specific venues in areas outside Tokyo 23 Wards / Kanagawa / Saitama / Chiba
*Please contact us for detailed information on coverage areas.
*We may be able to accommodate other surrounding areas depending on the details (delivery fee will apply).
*Please see the page below for a list of supported venues.
→ List of Supported Venues for Stand Flower Delivery to Major Kanto Live Venues
3. Delivery and Collection Fees
【Notice Regarding Delivery Fees within the Tokyo 23 Wards】
While we have previously provided free delivery for orders of 30,000 yen (including tax) or more within the Tokyo 23 Wards, due to the rising costs associated with delivery, we will be charging a delivery fee of 3,300 yen (including tax) regardless of the order amount for orders placed on or after September 1, 2026.
This change applies only to the free delivery policy within the Tokyo 23 Wards. There are no changes to delivery fees for specific venues outside the Tokyo 23 Wards (Kanagawa, Saitama, Chiba) or to collection fees in any area.
We remain committed to providing reliable delivery and setup services and appreciate your understanding.
【Delivery Fees】
・Tokyo 23 Wards: 3,300 yen (incl. tax)
・Specific venues in areas outside Tokyo 23 Wards / Kanagawa / Saitama / Chiba: 4,400 yen (incl. tax)
【Collection Fees】*For products requiring collection
・Tokyo 23 Wards: 3,300 yen (incl. tax)
・Specific venues in areas outside Tokyo 23 Wards / Kanagawa / Saitama / Chiba: 4,400 yen (incl. tax)
*A late-night collection fee of 2,200 yen (incl. tax) will be charged for collections after 22:00.
【Priority Production Fee】
The standard online order deadline is 5 days before the delivery date.
For orders placed past the deadline, we require a re-adjustment of the production, delivery, and collection schedule and priority handling, for which the following priority production fees will be charged.
Please note that fees differ between ready-made products and custom-made items due to differences in production content and workload.
〈Ready-made Products〉
・4–5 days prior: 3,300 yen (incl. tax)
・1–3 days prior: 5,500 yen (incl. tax)
〈Custom-made〉
・4–5 days prior: 5,500 yen (incl. tax)
・1–3 days prior: 8,800 yen (incl. tax)
*Depending on production status, material availability, and delivery schedules, we may be unable to accept orders regardless of the timeframe.
*These are special handling fees for requests outside the normal schedule.
*Even if online ordering is closed, we may be able to assist depending on the details, so please contact us.
4. Delivery Time Slots
You may choose from the following time slots when placing your order:
・8:00–10:00 *A 2,200 yen (incl. tax) early-morning delivery fee applies.
・10:00–12:00
・12:00–15:00
・15:00–18:00
・18:00–20:00
*While we will do our best to accommodate specific timing requests (e.g., "by XX:XX"), deliveries are generally made within these time frames.
5. Delivery to Event Venues, Theaters, etc.
・If the delivery date and time are specified by the venue or organizer, please note that the actual delivery may differ from your requested time.
・Even if a morning delivery is requested, the actual delivery may take place in the afternoon depending on the venue's opening hours.
・For deliveries to event venues or those with specific time requirements, redelivery due to absence may not be possible.
→ Please be sure to confirm acceptable delivery times with the venue or organizer before placing your order.
・Redelivery due to customer circumstances may be scheduled for the following day or later, and a redelivery fee of 2,200 yen (tax included) will be charged.
*The rental period is limited to a maximum of one week in principle. If you wish to extend the display period beyond one week, an additional fee of 2,200 yen (tax included) per day will apply.
・The collection time instructed by the event venue or organizer upon delivery may differ from the time provided by the customer at the time of order. In such cases, we will follow the updated collection time. Please note that if the change in collection time results in a pickup after 22:00, an additional late-night collection fee of 2,200 yen (tax included) will be charged. Thank you for your understanding.
・In principle, we do not allow customer attendance during delivery and setup.
6. Prohibition of Removing Artificial Flowers and Decorations
In principle, all rental products and decorations owned by our shop, including wooden tags and panels, are subject to collection. For the return or removal of items owned by the customer, please refer to the "Panels Page" or the "Items Brought In Page".
*Purchased items such as Phalaenopsis orchids are exempt from this policy.
Products owned by our shop are rental items intended for reuse and environmental sustainability, and will be collected after the display period ends.
In the event of theft, loss, or damage, we may charge the equivalent of the product value or the cost of repairs.
Please note that this policy applies even if the item is removed or stolen by a third party.
This initiative is to reduce waste and ensure that expressions of celebration can be passed on to the next occasion.
We appreciate your understanding and cooperation.
7. Receipt of Products
・Please be sure to inspect the product for any damage or soiling upon delivery.
・Additional charges of 2,200 yen (tax included) will apply for redelivery due to customer circumstances, such as refusal of receipt, prolonged absence, or incorrect delivery information.
・Please note that we cannot accept cancellations due to refusal of receipt or prolonged absence.
8. Post-Delivery Adjustments and Placement
・We will send a photo of the completed setup once delivery is finished; this serves as notification of delivery completion. Please note that we generally do not perform corrections, re-installation, or additional decoration after delivery.
・Because we prioritize safety checks and deliveries to other venues, there may be a delay in providing confirmation of delivery and photos of the setup. Please understand that the timing of these notifications may vary.
・The final placement of the items is at the discretion of the venue, organizer, or management. We do not designate or guarantee specific placement locations, and items may be moved after setup. We cannot be held responsible for any loss of design integrity due to moving, contact, or other factors.
・Once delivered, flower stands and decorations are under the management of the local operations and the venue. If you wish to attach, remove, or take home any panels, decorations, etc., please ensure you obtain permission from the venue, organizer, or relevant authorities.
9. Disclaimer
・Our shop cannot be held responsible for delivery delays caused by natural disasters, traffic accidents, courier issues, or severe weather.
・In the unlikely event that delivery becomes impossible due to unforeseen circumstances, we will contact you promptly to discuss how to proceed.
Payment methods
We accept the following payment methods:
1. Credit Card Payment
・Payments are processed immediately upon order confirmation.
・Card information is securely encrypted and is not stored by our shop.
2. Bank Transfer
We will send you the bank account details via email after you place your order.
・The customer is responsible for any bank transfer fees.
・Production will begin once payment is confirmed.
・Please complete the payment at least one week before the scheduled delivery date.
3. QR Code Payment
・PayPay and Rakuten Pay are accepted.
・Please note that changes or cancellations are not accepted once the payment is completed.
4. Convenience Store Payment
・Payment can be made at major convenience stores such as 7-Eleven, Lawson, FamilyMart, and Ministop.
・After placing your order, we will send you an email with your convenience store payment number.
・The payment deadline is within 3 days, including the date of the order.
・Production will begin once payment is confirmed.
・A separate convenience store handling fee applies.
※Changes or cancellations cannot be made after payment.
5. Pay Later (Paidy)
・A "pay later" service that does not require a credit card.
・You can complete the process easily using only your email address and mobile phone number.
・Payment options include convenience store, bank transfer, and account debit.
※Credit screening may be performed in accordance with Paidy's terms of service.
Important Payment Information
・For ready-made products ordered via the online shop, payment is processed at the time of order.
・For custom-made products and items ordered after receiving a quote, please complete payment at least one week before the delivery date.
・Payment methods cannot be changed after an order is confirmed.
・Cancellations or changes after payment is completed may not be accepted.
・If you require a receipt, please mention this in the remarks section when placing your order or contact us separately.
・If unauthorized use is suspected, we reserve the right to hold or cancel the payment.
・If you have any questions, please feel free to contact us.
Cancellations and Returns
Once your order details are confirmed, the following cancellation policy will apply.
"Confirmation of order details" refers to the point at which the design, total price, and delivery address have been finalized.
[Cancellation Fees]
・Up to 7 days before the delivery date: No cancellation fee
・6 to 3 days before the delivery date: 50% of the order amount will be charged
・2 days before to the day of delivery: 100% of the order amount will be charged
* "Order amount" refers to the total including flower costs and design fees. Shipping and collection fees are not subject to cancellation charges.
* For special floral materials, special supplies, or custom-made items, you may be charged for actual costs already incurred, regardless of when the cancellation is made.
[Returns, Exchanges, and Refunds]
Due to the nature of our products, we do not generally accept returns, exchanges, or refunds. However, we will provide an exchange or refund only if the following conditions are met.
1. Eligible Returns and Exchanges
In the unlikely event of any of the following defects, please contact us immediately upon receipt of the product. We will verify the details and arrange for an exchange or correction.
・Significant damage or contamination of the product (minor wilting or scuffing is excluded)
・Items different from your order, or discrepancies in quantity (different types, colors, or shortages)
2. Non-Eligible Returns and Exchanges
Please note that we cannot accept returns or exchanges in the following cases:
・Differences in personal perception (color, size, flower arrangement, etc.)
・Errors due to customer ordering mistakes
・Deflation or damage to balloons caused by installation environment, temperature, or humidity
・Changes in condition due to outdoor placement, air conditioning, direct sunlight, etc.
・Damage or contamination resulting from customer handling
・Special orders or custom-made items
3. Returns and Exchanges Due to Customer Circumstances
Due to the nature of our products, we cannot accept returns or exchanges due to customer circumstances (differences in expectations, personal reasons, etc.). Furthermore, we cannot provide refunds or re-delivery in the following cases:
・Failure to deliver due to incorrect input at the time of order (shipping address, name, phone number, etc.)
・Inability to deliver due to circumstances involving the recipient or event organizer
・Refusal of receipt by the recipient (including cases where the applicant requests anonymity)
・Cancellation, postponement, or changes to events, performances, or exhibitions due to natural disasters (typhoons, heavy snow, earthquakes), transportation suspensions, epidemics, organizer decisions, or other reasons.
Please note that if an event, performance, or exhibition is cancelled, postponed, or changed, our standard cancellation policy applies once the order is confirmed.
We do not offer rescheduling or transfers for postponed events. If you would like the product for the rescheduled date, please place a new order.
*This applies even in cases of cancellation, postponement, or changes due to the event organizer or venue.
*Please be sure to inquire before placing your order if you have any questions.
4. Procedures for Returns and Exchanges
If you wish to return or exchange an item, please contact us via email immediately after receiving the product with the following information included:
[Contact Information]
Email address: info@hanagarden.jp
Phone number: 050-8896-0073
[Required Information]
・Order Number
・Your Name
・Product Name and Quantity
・Reason for return/exchange (specific details of the defect)
・Photos showing the condition immediately upon receipt (to confirm damage/contamination)
After we verify the details, we will determine if a return or exchange is possible and contact you accordingly.
*We only accommodate returns or exchanges based on our own assessment, and we may not be able to meet your request.
5. Refunds
[Cases Eligible for Refund]
We will issue a refund only in the following cases:
・When an exchange is not possible (e.g., out of stock)
・When a serious error on our part is acknowledged
[Refund Method]
Refunds will be processed according to the payment method used at the time of purchase:
・Credit Card: Refunded via the credit card company (it may take several days to complete)
・Bank Transfer: Refund to your designated account (bank transfer fees are borne by the customer)
・QR Code Payment/Pay Later (Paidy): Refunded via the respective payment service
*We do not provide cash refunds.
6. Shipping Costs for Returns
・Returns/Exchanges due to our responsibility: Covered by our store
・Returns/Exchanges due to customer circumstances: Not applicable (no shipping costs covered)
7. Important Notes
・We cannot accept returns or exchanges without prior notification.
・We cannot accept returns sent via cash-on-delivery.
・Refund processing may take time depending on the processing status of the payment company.
Regarding Standing Signs, Panels, and Carry-on Items
For details regarding tag designs and notation examples, please refer to the page below.
Please check the tag page for information on confirmation deadlines, the number of free revisions, and remake fees after production.
→ Guide to Tag Designs and Notation Examples
For panels to be placed on flower stands, the handling process differs depending on the size and submission method.
Please check the page below for details.
→ Guide to Panels
We also accept items provided by the customer.
Please check the page below for details.
→ Guide to Customer-Provided Items
