Terms and condition

Please read the following terms and conditions carefully before placing any orders. To anyone who places order for his or her ownself, or places order on behalf of a third party, by accessing the site for placing an order, you signify your agreement to these terms and conditions.

Hours of Operation

Online Ordering & Payment System:

  • 24 hours a day, 7 days a week

Customer Service & Delivery Team:

  • Monday to Friday: 9:00am - 6:00pm (Lunch Time: 1:00pm - 2:00pm)
  • ​Saturday: 9:00am - 2:00pm
  • ​Sunday and Public Holidays: Closed


Communication (calls / e-mail / whatsapp)

  • Before placing an order, for any enquiry or products/services confirmation, please provide your enquiry in details together with product name, delivery date and address. 

  • After placing an order, kindly provide us your order ID for our references.

  • If there is any issue regarding your order, we will contact you through calls / email or WhatsApp.

  • Decision will be made for your convenience (whichever we think the best including delaying the delivery to next available delivery slot/day or on hold the order), if there is no any reply from you.

  • 'Flower Order Notification' , 'Payment Receipt' (if any) and other important information/notice E-Mail will be sending by us manually or automatically by system during and after order. Kindly stay alert and monitoring your mailbox (please check Spam/Junk mail if you didn't seeing it inside Inbox) closely until the delivery done.  


Order Status

  • You may check your order status from our website under 'My Order Status' or Click Here by keying in Order ID & E-Mail or contact our customer service team during working hours.


Order and Payment

We accept Credit/Debit Card (Visa/MasterCard) / FPX / PayPal (PayPal credit balance/American Express (AMEX)) / Bank In (Internet Banking/ATM/Counter) / JomPAY / Western Union. Upon order submission, you will receive Order Notification via email.

  • For payment through Credit/Debit Card (Visa/MasterCard) / FPX & PayPal (PayPal credit balance/American Express (AMEX)):

    • When transaction is approved, you will receive payment receipt via email.

  • For payment through Bank In (Internet Banking/ATM/Counter):

    • Please provide payment receipt with order ID by WhatsApp / E-Mail upon payment made.

    • Order will only be processed upon receiving payment (#) receipt.

  • For payment through 

    JomPAY (Internet Banking/ATM) for Malaysia bank account holder with e-banking facilities:

    • Please provide payment receipt with order ID by WhatsApp / E-Mail upon payment made.

    • Order will only be processed upon receiving payment (#) receipt.

  • For payment through Western Union:

    • Kindly e-mail or WhatsApp Western Union payment receipt (with order ID) at least 2 working days before delivery date. It is for our end to collect the payment from Western Union agent.

  • Kindly call us for order and payment (#) confirmation by quoting Order Number.

*** IMPORTANT NOTICE for payment via IBG (InterBank Giro transfer) / Cheque :

We will ONLY proceed the order after the payment is proved credited into our bank account.



  • Should you need an invoice, do e-mail us as it will be only provide upon request. Kindly allow us 7-10 working days to process as we will generate and sending by batch via e-mail.



  • Prices of products are changed from time to time according to current market price.

  • Kindly arrange the payment soonest possible after placing order(s) to avoid changes on prices and to reserve materials/stock to avoid any short supply.

  • Prices does not include fees that may be charged by your bank (E.g. Bank charges, overseas transaction fees etc.). Please contact your bank directly for inquiries. As these charges is not imposed by us but bank, we will not consider it as 'our charges' for products and services.



  • Product pictures are shown for illustration purpose only. Fresh cut flowers might not fully bloom upon delivery.

  • The color tones and sizes of flower buds might be slightly different from the pictures shown, depending on how the flowers are grown.

  • For products containing wording on Balloon, we will justify the font type and size of wording based on our creativity and experience. Kindly contact us before placing an order if you have special concerns e.g. must be big and bold on font/size or specific colour for wording etc.

  • For delivery addresses which are OUT OF Kuala Lumpur, Selangor, Negeri Sembilan (Nilai, Lenggeng, Mantin, Labu, Pajam), Pahang (Genting Highland, Genting Sempah, Gohtong Jaya, Janda Baik, Bukit Tinggi), Perak (Tanjong Malim), production and delivery will be done by our nearest affiliated florists to the recipient’s address.

  • Hence, the design and materials used for flowers and gifts might not be exactly the same, compared with the pictures shown on our website.

  • However, the value of the products are equivalent to items ordered.


Type of Charges

  • Delivery / re-delivery charges
    • Delivery charges (if any) are indicated during checkout if the correct Area has been selected on recipient information section.
      Delivery charges (if any) charging based on Area instead of postcode/district.

    • Delivery charges are imposed based on delivery address. (E.g. : If 3 different products are delivered to 1 address, it is only charged for one delivery point.)

    • City/Area showed defined as main town. It might be additional charges if the delivery address is far away from the main town.

    • We use Google Map (www.google.com/maps/) to confirm the address and charges.

    • If recipient is not at the point of delivery or the products cannot be delivered or an incorrect recipient address (for any reason) is given, re-delivery charges are imposed for each subsequent attempt to deliver the orders.

    • Additional delivery charges will also be imposed for the delivery which is out of our normal delivery time or at a specific fix time frame (E.g : 2:00pm – 2:30pm / around 8:00pm / after 12.00noon).

  • Changes of Particulars
    • It will be a charge imposed for any changes of particulars such as:

      • Delivery address: Amend of delivery address or to address whereby additional/higher delivery charges are imposed.

      • Message card: After it has been done or sealed.

  • Snapshot service of the end product or request to take pictures of recipient with the delivered item(s).

  • Any services/request/customization which is out of our standard operation/production/delivery procedure.

  • It might be subject to products touch up fees if sender or recipient decided to delaying the delivery (e.g. day after or few days later) after production done. 



  • To ensure smooth delivery, please provide complete address and contact details of recipient.

  • Kindly confirm the delivery address and location on Google Map with recipient.

  • At restricted areas (e.g. KLCC office tower, Menara Celcom, government building etc), delivery will be only proceeded upon recipient answering the call.

  • Morning Delivery Request (9.00am – 12.00noon)
    • Please place an order with payment(#) 2 working days before delivery date and input request for morning delivery during order under 'Memo to Us' section.

    • Morning delivery request is not available during peak seasons (e.g. Valentine's Day, Mother's Day).

    • We understand that some senders would prefer the delivery to be morning surprise on the special days; however, due to high volume of delivery to be handled during peak seasons, our end does not promise items to be delivered according to the exact time frame given.

    • Delivery will definitely be done on the date specified during order.

  • Night Delivery (6:00pm - 1:00am next day)
    • Delivery is available every night during our working days except the night before public holidays (e.g. Christmas, New Year eve etc).

    • You can select the time frame you prefer and it subjects to surcharge on top of product price and delivery charges (if any).

    • All the charges are shown during order.

    • Kindly contact us for confirmation before placing an order for night delivery especially delivery to address not within Kuala Lumpur and Selangor.

    • In some cases, delivery may not be done within specified time requested due to unforeseen circumstances beyond our control.

    • This applies to all delivery time frame.

  • Our delivery team will only try the best to deliver the products to the named recipient directly.

  • We might deliver the products to receptionist/colleague/neighbour/family member/representative/security post/friend/doorstep if the targeted recipient is not available or busy at the specified address provided during delivery.

  • For more information about delivery, kindly visit our 'Delivery Service' page.

  • For festive hamper delivery (e.g. Hari Raya/Chinese new year/Christmas etc), due to tight schedule on production and delivery, we can only promise that the delivery will done soonest possible before the festive start. Date selected during online ordering will be treat as guide and not the final delivery date.


Cancellation of Orders / Refund

  • There is no refund upon completion of production or production of the flowers prepared. Production will be done either the day before or on the day of delivery specified by sender.

  • Unsuccessful delivery due to incorrect details provided will be no refunded. Sender/Recipient will be contacted to make an alternative arrangement.

  • Order Cancel/on hold by sender before we proceed the order:
    • If sender decides to refund, admin charges of 20% will be deducted (during refund) from the total payment (#) made.

    • If sender decides to hold the credit balance, new order has to be arranged by sender within 14 days (from the day we receive confirmation from sender) to utilize the full credit balance in 1 order.

    • If we are unable to get any feedback from sender on how to utilize the credit balance, we will hold the credit balance for 7 days from the payment date. After this period of time, credit balance is forfeited.

  • If the order is cancelled by us: Full refund

  • If sender had made the payment (#) but actual delivery address is out of our delivery coverage area, admin charges of 20% will be deducted (during refund) from the total payment (#) made.

  • Refund will be done within 14 working days from the day banking details (if refund back to local bank account) or confirmation (if refund back to credit/debit card or PayPal account) from sender is received.  


Complaint / Feedback

  • In the event of complaint or feedback, kindly provide the product pictures (clear & close-up shot on defect item) immediately once received the items via e-mail or latest to be 12 hours from the time we delivered the products in order for us to initiate the investigation as most of our products are perishable.

  • Kindly keeping the products in original packaging/layout and do not proceed with any alteration/remove/dispose of structure/ingredient on it for us to investigate (We might need to collecting back the product delivered) the cause of issue. Sorry to informed that to be fair with all parties, we reserved the right of not to investigate/compensate any complaints submitted if the products been removed/altered/disposed by recipient or we only received the complaint/feedback 12 hours after the time product delivered.

  • During the investigation, we might contact sender and recipient for further information/discussion. We will look into each case and reserve the right for the conclusion.  

  • If we do not hear from you within 12 hours (not applicable for product contained Balloon) from the time products delivered, we take that the products are delivered in good order. Kindly click HERE for Products Care Guidelines and Warranty/Guarantee issue.



  • Flowers, Fillers/sub-flowers, Non-flower items (e.g. baby gifts/boxes etc) :-

    • We reserve the right to substitute any of the items based on availability to the most similar one which is available at the date of the order or delivery.
    • We ensure that items replaced will be either equivalent or in a higher value.
    • Kindly Contact Us for confirmation before payment if you insist the Flowers Type/Fillers/sub-flowers must be the same as published.
  • Soft toy products :-

    • For delivery in Kuala Lumpur, Selangor and adjacent area :
      • In most cases, the design of soft toy will be same as published but it might be a difference on the clothes or colour.
        [Scenario 1] Soft toys published wearing white colour clothes, we might provide grey colour clothes.
        [Scenario 2] Soft toy published in brown colour, we might provide cream colour.
        For both scenario, it is due to our production team will randomly pick among same series of soft toy according to stock availability.
        If you need specific colour due to specific reason, kindly contact us to check further and confirmation before you placing an order.
      • Just in case the soft toy published has been out of stock, we will changing to similar design and ensure that items replaced will be either equivalent or in a higher value.
    • For delivery out of Kuala Lumpur, Selangor and adjacent area :
      • Due to production and delivery will be done by our affiliate florist, in most cases, the design of soft toy delivered will not exactly same as published but we will ensure that it will be either equivalent or in a higher value.
      • If you need specific colour/design due to specific reason, kindly contact us to check further and confirmation before you placing an order.


Our Operation Procedures

  • Receive of order and payment(#).

  • Prepare delivery order (DO) and message card.

  • Proceed for production on the day or a day before delivery.

  • Arrange and proceed for delivery on the specified date.


Privacy policy

  • We enforce strict operation procedures on information privacy for all senders and recipients.

  • All information provided by senders (except message card details) is not revealed to recipient (e.g. name, address and contact) or vice versa.



  • From time to time, we might using your feedback or recipient photo with products taken during delivery for our Testimonial, Facebook & Instagram page.

  • We will not publishing sender/recipient full name. 


LED light giveaway campaign (Ended 31 December 2019)

  • Free LED light (we will placing it inside the bouquet) for purchase of any bouquet price above RM160 [price after discount (if any)]. 

  • This giveaway campaign applicable for delivery address within Kuala Lumpur and Selangor only. Not applicable for delivery in other states.



  • Kindly advice estimated collection time on 'Memo to us' section during online ordering.

  • Depending on stock availability and product type, normally production will proceed after full payment made and done in 1 to 4 hours (within our business hours). Kindly contact us before payment if you :
    a.) Need the collection to be done urgently/short notice ; or
    b.) Collect before/after our business hours

  • Collection must be done within Our business hours on date specified during order. Failing to reaching our shop before end of business hours will lead to fail collection and no refund will be proceed.

  • Kindly quoting Order ID (you will getting it after order submitted) and Name during collection.

  • To check the product quality carefully before leaving our shop. Collected product is non-refundable/returnable.


  • We reserve the right to reject or hold the orders at our discretion (E.g. Incomplete information provided or other reason).

  • Please note that terms and conditions are subjected to change without prior notice.


(#) 'Payment' is defined as:

  • For payment via Bank In (Internet Banking/ATM/Counter) / JomPAY (Internet Banking/ATM) for Malaysia bank account holder with e-banking facilities or Western Union : You had provided (via WhatsApp / E-Mail) and we had received payment receipt or proof (with order ID) that indicates payment details such as date and time, amount, beneficiary account name and number. 
    Kindly referring to the link below for example of valid payment receipt/proof :

  • For payment via Credit/Debit Card (Visa/MasterCard) /  FPX / PayPal [PayPal credit balance/American Express (AMEX)] : Payment succeeded, receipt had generated and sent by our payment gateway (via E-Mail) to your E-Mail address input during order.

    KL Flower Shop | Kuala Lumpur Florist | Malaysia Florist | Florist in Malaysia - Truly Flower Shop and Reputable Florist in KL, Kuala Lumpur, Malaysia