By placing an order on this website, you are agreeing to the following terms and conditions:
Order Acceptance Policy
All orders and subscription requests received are subject to acceptance by Flawer Studio (Legal entity of Flawer), and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving any reasons.
In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
All orders that are pending on payment will not be entertained.
Changes to your order
If you wish to change your order, please do so by contacting us at email@example.com / +6010 376 6650. We will try our best to accommodate last-minute changes including any changes of delivery address, delivery time and in relations to card content messages, of which are requested by 12pm one (1) day before the intended delivery day. In any situation where you, the consumer has provided the wrong order information (including wrong delivery address), please do inform and provide us with the correct information to prevent any undelivered issues. Please note, any changes to the delivery address may incur extra charges, depending on the new delivery address. Or there is no refund will be issued in the scenario.
If you have a change in the delivery address, you must update your address details on the "Checkout" section of the website to ensure that no deliveries are sent out to the wrong address.
Please ensure this is done by 12 am, one (1) day before the intended delivery date.
It is your responsibility to ensure that an individual is present to accept the delivery. We take no responsibility if no one is present at the delivery address on the delivery date specified on the order you have placed. No refund will be issued in the scenario where the order placed has been duly delivered to the address as prescribed by the customer. In the event a delivery is rescheduled or re-routed upon the request of your recipient or you, a re-delivery fee will apply depending on your recipient's location.
On demand, orders can be canceled one (1) day before the allocated delivery date, though a 50% cancellation fee will incur. For cancellation of same day delivery order, the full payment made will not be refunded. You may cancel the order by contacting firstname.lastname@example.org (via email) / +6010 376 6650.
Delivery of your order
As part of the checkout process you will be able to select self pick up or flower deliveries. We provide same day deliveries for orders confirmed before 12PM of the same delivery date and the particular flower delivery will make it after 4 hours. We are unable to provide refunds for any deliveries sent to the wrong location ie. delivery address where we have not received advance notice in accordance with this paragraph.
Customized flower orders pre order at least two (2) days in advance.
Same day delivery orders are subject to availability.
Specific timed deliveries are not available.
Although our team promises our best efforts to secure punctual delivery for our customers, Flawer will not be held responsible if a delivery is late due to unavailability of the delivery service that we use or anything else beyond Flawer’s control. (For example: Heavy rains, unforseen circumstances, wrong address provide by sender...) If for any reason we on Flawer’s end made a mishap with your order details or the delivery never arrived to the given address, (i.e. if your flowers have not arrived within 3 days of their intended delivery date), please contact our customer care at email@example.com (via email) / +6010 376 6650 and we will send you a replacement order on the next available delivery date.
At this point of time (November 2020) Flawer Studio only delivers within Kuala Lumpur & Selangor area.
We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the courier service in your area is too unreliable. We value our customers and our ability to deliver to your given address as per your convenience. Hence, in circumstances where we are unable to provide such service, we will not risk disappointing you.
Self pick up policy
Self pick up availability is subjected after the customer order (with specific location and time given) is confirmed.
COD (cash on delivery) is NOT allowed during the pick up of any products or orders.
For more flexible pick up options and more enquiries on availability, please email to firstname.lastname@example.org / +6010 376 6650
All prices are NOT inclusive of delivery charges, unless there is stated.
We promise to send you the freshest of flowers and this would mean that they will occasionally come in bud form which will last much longer. If you receive flowers that do not seem fresh, please contact our customer care at email@example.com to inform us immediately. From there, if, at our discretion, the flowers do not meet our high freshness standards, we will give you the choice of a replacement at our next available delivery date or a refund. In your email or whatsapp, please include a photo of the un-fresh flowers within 5 hours of receipt in order to be eligible for a replacement with items under the same value.
Our flowers are packed carefully to ensure they arrive as beautiful, fresh and in the same condition as when they left us. However, on a small number of occasions (and for any reasons that are beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact our customer care at firstname.lastname@example.org /
+6010 3766650 to inform us immediately so that we can arrange a replacement at our next available delivery date/time, or a refund. Please note that you will need to email / whatsapp us a photo of the damaged flowers within 5 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. Flawer studio has no influence over these timescales.
Upcycling Flawer Service
Dried / Wilted Flowers are required to be sent back to us within 2 weeks upon receiving the fresh flowers from Flawer Studio or from other local florist. We will not accept flowers that are too far wilted (ie. black in color or full of bacterial wilt)
Please understand that due to the perishable nature of flowers, we are unable to allow customers to choose the outcome of their upcycled product (the look, colors and shape of the flowers used for upcycled material), we will pick the best flower that we dim fit to be made into the returned upcycled product.
Upcycled products will return to customer within a month (30 days) upon reception of dried/wilted flowers from customer to Flower Studio. Please note the return date of the upcycled product highly depends on the flower’s condition when we initially receive it from you.
Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers replacement of flowers if the flowers are delivered in an unacceptable quality, as detailed above.
Flower availability and substitution
All products are subject to availability. In the event of any supply difficulties or if the flowers received from our suppliers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
Circumstances beyond our control
Adverse weather conditions
This is beyond our control and we cannot accept responsibility for the late delivery of the order due to adverse weather conditions for our delivery service to perform transportation. Therefore, in the event of adverse weather conditions, we will not perform refunds or offer re-delivery of affected orders.
However, flowers are highly perishable items and there is no guarantee for the made order to be absolutely flawless.
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice.
Shipping charges for all returns must be prepaid and insured by you.
You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
Refunds would take a processing time of 1 – 2 working days after returned products have been received.
Refunds processing time from the bank would be 5 – 14 days.
Refund method will be bank transfer to customers' bank account directly.
FREE delivery is available in selected areas within Kuala Lumpur, Malaysia. All items are dispatched through MR SPEEDY / POSLAJU / GDEX / J&T EXPRESS / LALAMOVE, unless arranged otherwise.
Deliveries are made every day except weekends and public holidays, and are subject to the availability of postal services.
Our courier providers will take 1-3 working days to deliver to your doorstep depending on the delivery address location.
Tracking numbers will be provided via email / phone once shipped.
Vietnam and others
We offer international shipping to countries e.g. Singapore (Except fresh flower orders). Do email us at email@example.com / +6010 376 6650 if your country is not listed above
We will assist you to check whether your country falls within our postal service coverage area.
All international orders’ tracking numbers will be provided via email / phone once the parcel has been shipped out.
TRACK YOUR ORDER
A tracking number will be provided via email / phone once customer’s orders have been shipped out.
*Please note that at times the courier providers may delay (10-15 Hours) in updating their systems.
Abuse & Fraud
We reserve the right, at our absolute discretion, to hold your order if it’s suspected of abuse or fraud until further investigation is made.
Flawer Studio shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God,(ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Flawer Studio’s reasonable control.
Customer and recipient personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information.