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Terms & Conditions

Welcome to the Flawer’s website (“the Site,” “we,” or “our”) located at www.flawer.co . On this URL, we provide access to Flawer products and services, as well as our information and ideas. To ensure a secure environment for all of our users, we have established these Terms of Use (“Terms”). This is designed so that you will know what you can expect from us and what we expect from you. These terms of use apply to all channels of the company and its affiliates. By accessing any of the company channels, and any areas of this Site, you agree to be legally bound, and to abide by, these terms of use.

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 weareflawer@gmail.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.

Cancellation policy

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 weareflawer@gmail.com (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 weareflawer@gmail.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 weareflawer@gmail.com / +6010 376 6650

Payments

  1. We accept cash, Grabpay and FPX(online transfer).
  2. In order to offer the best security, all our payments are processed securely by ipay88.
  3. If you create an account, your card will be stored securely by ipay88 so that you can check out on future visits without re-entering your card details.
  4. We never store or have access to your credit or debit card details.

Prices

All prices are NOT inclusive of delivery charges, unless there is stated.

Freshness

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 weareflawer@gmail.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.

Damage

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 weareflawer@gmail.com / 

+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.

Returns Policy

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.

Refund Policies

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 Timing

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.

DELIVERY INFORMATION

LOCAL DELIVERY

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.

INTERNATIONAL DELIVERY

Brunei,

Singapore,

Cambodia,

Hong Kong,

Laos,

Myanmar,

Philippines,

Thailand,

Indonesia,

Vietnam and others

We offer international shipping to countries e.g. Singapore (Except fresh flower orders). Do email us at weareflawer@gmail.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.

Force Majeure

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.

For more information, please see our privacy policy.

  1. During the checkout process, we ask for the following personal information:
  2. Customer’s email address
  3. We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate.
  4. Customer’s full name and address
  5. We use this information for credit and debit card validation.
  6. Customer’s telephone number
  7. We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
  8. Recipient’s full name and address
  9. We require this information in order to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate.

Disclaimer

  1. SECTION 10 - AGE OF CONSENT
  2. By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
  3. SECTION 11 - CHANGES TO THIS PRIVACY POLICY
  4. We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
  5. OWNERSHIP
  6. The website located here at www.lespoirfleurs.com is owned by Lespoir Shayne T Florist .
  7. PRIVACY
  8. We have adopted a Privacy Policy that you should refer to in order to fully understand how we collect and use your information.
  9. SUBMISSIONS
  10. Any and all user comments, notes, postings, feedback, suggestions, ideas, and other submissions disclosed, submitted or offered to L’espoir on or by this Site shall be and remain the exclusive property of L’espoir. Users assign all property rights and interests to L’espoir allowing our company unlimited use, commercial or otherwise, of any comments. Furthermore, L’espoir shall be under no obligation (1) to maintain any comments in confidence; (2) to pay to users any compensation for any comments; or (3) to respond to any user comments. You agree to fully indemnify L’espoir, its shareholders, officers, directors, employees, agents, distributors, vendors, and affiliates from and against any and all third party claims, demands, liabilities, costs or expenses, including reasonable attorneys’ fees, resulting from your breach of any of these terms and conditions, including, but not limited to, any allegations, damages or claims relating to any of your postings or communications in any forums or facilities on the Site, or for infringement or violation of any third-party rights.
  11. COPYRIGHT
  12. Any unauthorized use of any content or materials on this Site is strictly prohibited and may violate copyright and trademark laws, and/or the laws of privacy, publicity, and/or communications regulations and statutes.
  13. LIMITED LICENSE AND SITE ACCESS
  14. L’espoir grants you a limited license to use the Site for personal use only. Consequently, this grant does not allow you to do any of the following: (a) resell or make any commercial use of this Site or any of its contents; (b) modify, adapt, translate, convert or otherwise, into human readable form any of the contents of this Site not intended to be so read. This includes using or directly viewing the underlying HTML or other code from this Site except as interpreted and displayed in a web browser; (c) copy, imitate, mirror, reproduce, distribute, publish, download, display, perform, post or transmit any of the contents of this Site (including any Marks) in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or otherwise; or (d) use any data mining, bots, spiders, automated tools or similar data gathering and extraction methods on the contents of the Site or to collect any information from the Site or any other user of the Site.
  15. MONITORING
  16. L’espoir reserves the right to review any posted content and remove, delete, redact or otherwise modify such content, in our sole discretion, at any time and from time to time, without notice or further obligation to you. L’espoir, subject to the Privacy Policy, reserves the right to disclose, at any time and from time to time, any information or posted content that it deems necessary or appropriate, including without limitation to satisfy any applicable, law, regulation, contractual obligation, legal, dispute process, or governmental request. L’espoir shall have no liability in connection with any content or content submitted to, transmitted via, or displayed or posted on this Site, regardless of whether provided by L’espoir or any other party.
  17. LINKS TO OTHER WEBSITES
  18. Please be aware that we are not and cannot make any claim or representation regarding, and we accept no responsibility for, the quality, content, nature or reliability of web sites accessible from this Site, or web sites linking to this Site. This Site is designed for and intended for use by adults. If you are under 18, you may use this Site only with involvement of.
  19. ENTIRE AGREEMENT
  20. These Terms of Use constitute the entire agreement between the user and L’espoir with respect to this Site and supersede all prior or contemporaneous communications and proposals, whether electronic, oral or written with respect to this Site. A printed version of these Terms of Use and of any notice given in electronic form shall be admissible in judicial or administrative proceedings based upon or relating to these Terms of Use to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form. Any rights not expressly granted herein are reserved.
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