Terms & Conditions
Before placing an order, kindly carefully read through the terms and conditions. Ordering for yourself or on behalf of someone via our website equates to your acceptance & agreement to these terms and conditions.
Operating Hours
Online Ordering & Payment System:
- Available 24/7
Customer Service & Delivery Team:
- Monday to Friday: 9:00 AM – 6:00 PM (Lunch Break: 1:00 PM – 2:00 PM)
- Saturday: 9:00 AM – 2:00 PM
- Sunday and Public Holidays: Closed
Communication (Calls, Email, WhatsApp)
- Before Placing an Order:
Any inquiries or confirmations about products or services kindly include complete details including the product name, delivery date, and address. - After Placing an Order:
Kindly provide the Order ID for our reference. - Order Issues:
Should your order are having problems, we will reach you via call, email or WhatsApp. Should we get no response back, we shall act in your best interest by either postponing delivery to the next available slot/day or putting the order on hold. - Notifications and Updates:
Emails such as ‘Flower Order Notification,’ ‘Payment Receipt’ (if applicable), and other important updates will be sent manually or automatically during and after your order process. Kindly monitor your email Inbox closely until the delivery is complete. If you don’t see our messages, kindly check your Spam or Junk folder.
Placing an Order and Making Payment
We accept the following payment options:
- Credit/Debit Card (Visa/MasterCard)
- FPX
- e-Wallet
- PayPal (PayPal credit balance/American Express (AMEX))
- Bank Transfer (Internet Banking/ATM/Counter)
Upon submitting your order, you will receive an Order Notification via email.
- For Credit/Debit Card (Visa/MasterCard), FPX, e-Wallet and PayPal (PayPal credit balance/American Express):
Once the transaction is approved, you will receive a payment receipt via email. - For Bank Transfers (Internet Banking/ATM/Counter):
After making the payment, kindly WhatsApp or email the payment receipt together with your Order ID.
Orders will only be processed once the payment receipt is received.
For order and payment confirmation, kindly contact us and provide your Order Number.
# Important Notice for Payments via IBG (Interbank Giro Transfer) or Cheque:
Orders will only be processed once the payment has been approved and credited to our bank account.
Payment Invoice
- Kindly email us to request if you require an invoice. Kindly allow 7-10 working days for processing, as invoices are generated and sent in batches via email.
Pricing
- Product prices may be adjusted periodically according to market conditions.
- To secure the price and ensure material/stock availability, kindly arrange payment promptly after placing your order(s).
- Prices do not include any fees that may be charged by your bank (e.g., bank charges, overseas transaction fees, etc.). For such inquiries, kindly contact your bank directly. As these charges are imposed by your bank and not by us, they will not be considered part of the cost of our products or services.
Production
- Product pictures are for illustration purposes only. Fresh-cut flowers may not be fully bloomed upon delivery.
- The colour tones and sizes of flower buds may vary slightly from the pictures shown due to natural growth conditions.
- For products which include wording on balloons, we will determine the font type and size based on our creativity & expertise to ensure the best visual balance. If you have any specific preference, e.g. bold / large fonts or particular text colour, kindly contact us before placing an order to confirm the availability.
- For delivery addresses outside of Kuala Lumpur, Selangor, Negeri Sembilan (Nilai, Lenggeng, Mantin, Labu, Pajam), Pahang (Genting Highlands, Genting Sempah, Gohtong Jaya, Janda Baik, Bukit Tinggi) & Perak (Tanjong Malim), the production & delivery will be handled by our affiliated florists. Therefore, the design & materials used for flowers & gifts may slightly different from the product image published on our website. Rest ensure that the value of the item/s remains equivalent to the original order.
Type of Charges
1. Delivery and Re-delivery Charges
- Delivery charges (if applicable) are displayed during checkout when the correct city/area is selected in the shipping details section.
- Charges are based on city/area rather than postcode.
- Delivery fees are applied per address. For example, if multiple products are delivered to the same address in one trip, only one delivery charge is applied.
- The city/area shown refers to the main town, and additional charges may apply for addresses located significantly farther from these areas.
- Google Maps (www.google.com/maps) is used to confirm delivery addresses and calculate charges.
- Should delivery fail due to the recipient is unavailable, wrong address information, or any other cause, re-delivery fees will apply to each following delivery attempt.
- Additional fees apply for deliveries outside normal hours or within specific time frames (e.g., 2:00 PM – 2:30 PM, around 8:00 PM, or after 12:00 noon).
2. Changes to Particulars
- Charges will be applied for any changes to the following:
- Delivery Address: If the new address incurs higher delivery fees.
- Message Card: If the card has already been prepared or sealed.
3. Snapshot Services
- Charges may apply for requests to take snapshots of the product or photos of the recipient with the delivered items.
4. Custom Services or Requests
- Any requests or customizations outside our standard operations, production, or delivery procedures may incur additional fees.
5. Touch-up Fees
- If the sender or recipient delays the delivery after production is completed (e.g., postponing to the next day or later), touch-up fees may be applied to ensure the product’s quality.
Delivery Information
Complete Address and Contact Details
Kindly include the recipient’s complete address and contact information to ensure smooth delivery. Confirm the delivery address and location on Google Maps with the recipient.
Restricted Areas
Deliveries to restricted areas (e.g., KLCC office tower, Menara Celcom, government buildings etc) will only proceed if the recipient answers the delivery call.
Morning Delivery Request (9:00 AM – 12:00 Noon)
- Orders with payment must be placed at least 2 working days before the delivery date.
- Include “request for morning delivery” in the ‘Order Remarks’ section during online ordering.
- Sunday deliveries and peak seasons—e.g., Valentine’s Day, Mother’s Day—are unavailable for this service.
- While we will try our best to fulfil these requests, specific morning delivery times cannot be guaranteed due to high delivery volumes during peak seasons. Delivery will still be completed on the date specified in the order.
Night Delivery (6:00 PM – 1:00 AM Next Day)
- Night delivery is available on working days except for the night before public holidays (e.g., Christmas, New Year etc).
- You may select your preferred time frame, but an additional surcharge will be applied. The charges will be displayed up as part of the ordering process.
- Kindly get in touch with us for confirmation of requests for delivery outside Kuala Lumpur and Selangor.
Delivery Timeframes
Despite we strive to fulfill desired delivery times, unanticipated events outside our control could occasionally lead to holdups. This applies to all delivery time frames.
Delivery Recipients
Our delivery team will attempt to deliver the products directly to the named recipient. If the recipient is unavailable, we may deliver to a receptionist, colleague, neighbour, family member, representative, security post, friend, or doorstep.
Festive Hamper Deliveries
Tight production and delivery timelines will affect our delivery for festive hampers—e.g., Hari Raya, Chinese New Year, Christmas—as soon as feasible before the big day of the celebrations. The delivery date chosen when purchasing online will be a suggestion and not an actual delivery date.
For more details about our delivery service, kindly visit our Delivery Service page.
Order Cancellation and Refund Policy
- No Refund After Production: Once the products have been produced, no refund will be issued. Production is carried out either on the day before or the day of delivery, as specified by the sender.
- Unsuccessful Deliveries: Deliveries that fail due to incorrect recipient details provided will not be refunded. The sender or recipient will be contacted to arrange an alternative solution.
- Order Cancellation or Hold by Sender (Before Processing):
- Refund Request: If the sender requests a refund, 20% of the total payment will be deducted as admin charges.
- Hold Credit Balance: If the sender opts to hold the credit balance, a new order must be arranged within 14 days from the date of confirmation to use the full credit balance in one order.
- If no feedback is received from the sender regarding how to utilize the credit balance, it will be held for 7 days from the payment date. After this period, the balance will be forfeited.
- Order Cancellation by Us: If the order is cancelled by us, a full refund will be provided.
- Out-of-Coverage Area: If the payment is made but the delivery address falls outside our coverage area, 20% of the total payment will be deducted as admin charges during the refund process.
- Refund Processing Time:
Refunds will be processed within 14 working days from the date we receive:
- Banking details (for refunds to a local bank account)
- Confirmation from the sender (for refunds to a credit/debit card or PayPal account)
Order Modification & Postponement Policy
We are committed to providing the freshest flowers & excellent service to our customers. As flowers are perishable & require timely preparation. Any last-minute changes may result in operational challenges. Therefore, the following policy applies to order modifications and postponements:
- Prepared Floral Materials & Charges
Once an order is confirmed, we begin sourcing and preparing the necessary floral materials. If a sender requests to postpone delivery after preparation has started, a modification fee of 30% to 70% of the order value will be charged to cover the costs incurred.
The exact fee will depend on the stage of preparation at the time of the request. - Postponement Requests
Sender must submit any request to postpone a scheduled delivery at least 48 hours before the original delivery date. - Cancellation Policy
If a sender decides to cancel in the end instead of postponing, the standard cancellation policy will apply, with deductions based on the preparation stage.
Complaints and Feedback
- Timely Submission:
Should you want to file a complaint or offer comments, kindly send us clear, close-up images of the product indicating any flaws right away upon arrival. As majority of our items are perishable, complaints filed later than 12 hours following delivery will not be entertained. - Original Condition Required:
Kindly ensure the products remain in their original packaging and layout. Do not alter, remove, or dispose of the structure or ingredients. This allows us to investigate thoroughly. In some cases, we may need to collect the delivered product to identify the cause of the issue. - Investigation and Compensation:
We retain the right to refuse investigation or compensation for complaints should any of the following conditions apply, in order to ensure fairness for everyone concerned:- The product has been altered, removed, or disposed of.
- The complaint is submitted more than 12 hours after delivery.
- Investigation Process:
We may reach out to both the sender and the receiver for more information during the investigation. Every case will be assessed thoroughly; we will reserve the right to raise our own decision depending on the results. - Assumed Acceptance:
Should we not receive any comments or complaints within 12 hours from delivery, we will assume that the items were delivered in perfect condition.
Substitution Policy
- Flowers, Fillers/Sub-flowers, and Non-flower Items (e.g., baby gifts, boxes etc):
We reserve the right to substitute any items based on availability with the closest match available at the time of the order or delivery. Rest assured, substituted items will be of equal or higher value.
Kindly contact us for confirmation before payment if you require the flower types, fillers, or sub-flowers to be exactly the same as shown in the published product images. - Soft Toy Products:
- In most cases, the design of the soft toy will match the published image, but variations in clothing or colour may occur.
- Examples:
- [Scenario 1] A soft toy shown wearing white clothing may be substituted with one wearing grey clothing.
- [Scenario 2] A soft toy shown in brown colour may be substituted with one in cream colour.
- Our production team members chooses from the same series of soft toys depending on stock availability, which results in these differences.
- Should you need a certain colour or design, kindly contact us to verify its availability prior to ordering.
- Out-of-Stock Soft Toys:
If the exact soft toy design is unavailable, we will substitute it with a similar design, ensuring the replacement is of equal or higher value.
Our Operating Procedures
- Receive order and confirm payment.
- Prepare the delivery order (DO) and message card.
- Begin production either on the day of delivery or one day prior.
- Arrange and proceed with delivery on the specified date.
Privacy policy
We adhere to strict operational procedures to safeguard the privacy of information for both senders and recipients.
- Information provided by sender (e.g., sender’s name, address, and contact details) will not be disclosed to recipients, except for message card details.
- Similarly, recipient information (e.g., updated address or contact details provided by the recipient during our communication) will not be shared with the sender.
Customer Testimonials
We may use your feedback or photos of recipients with the delivered products for our Testimonial, Facebook, and Instagram pages. Rest assured, we will not publish anyone’s full name.
Self Pick-Up Guidelines
Our store at Desa Melawati, Kuala Lumpur, Malaysia is the pick-up locations.
Estimated Collection Time:
- Kindly specify your estimated collection time in the “Order Remarks” section during online checkout.
- Production time varies based on stock availability & product type and is typically completed within 1 to 4 hours after full payment (during business hours).
Urgent or Special Collection Requests:
Before making payment, kindly contact us if:
a) You need to collect urgently or on short notice.
b) You require collection before or after business hours.
Collection Deadline:
- Orders must be collected within our business hours on the specified date.
- Failure to collect before closing time will result in a missed pickup with no refund.
Collection Requirements:
- Provide your Order Number (received after checkout) and Name at the time of collection.
- Please inspect your order before leaving—once collected, the product is non-refundable and non-returnable.
Language Disclaimer
- Our website may display content in different languages depending on your selected preference. However, English is the default language & serves as the most accurate and up-to-date version of our terms, policies and product information.
- Should there be any differences between translated versions and the English version, the English version will be the official and legally binding reference.
Disclaimer
- We reserve the right to reject or hold orders at our discretion (e.g., due to incomplete information or other reasons).
- Please be aware that the terms and conditions are subject to change without prior notice.