Terms and Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

1. Order Acceptance Policy

All orders and other requests received are subject to acceptance by LOVE WISHES FLORIST SDN. BHD. and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving 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.

2. Delivery of your order

We provide same-day deliveries for orders confirmed before 3pm. Order placed from 3PM onwards is delivered the following day or any other day as selected by the customer on the cart page. Before placing your order, please review delivery cut-off times and prices.

3. Changes to your order

If you wish to make any changes to your order, please do so by contacting us at +6012-2488277. We will always do our best to make last-minute changes for you, but we can only make changes (including to the delivery address and in relation to card messages) that are requested by Two (2) days before the intended delivery day and Four (4) days before during Valentine's Day and Mother's Day. Please note that once orders have been 'assigned to production, no changes can be accepted.

Customers are responsible to ensure accurate and complete order information or card message before the order placed. Only Love Florist cannot be held responsible for the order information or card message.

During exceptionally busy seasons like Valentine's Day and Mother's Day, we cannot guarantee to accept order changes within two (2) days of the intended delivery date.

4. Cancellation policy

On-demand orders can be canceled during office hours at least four (4) days before the intended delivery date. A cash voucher will be issued upon cancellation. To cancel, please contact +6012-2488277.

For buyer-requested refunds, a 10% processing charge will be deducted from the total order amount if the refund is made through the original payment method. This fee covers administrative costs, transaction fees, and potential losses due to cancellations. However, if the buyer accepts a refund in the form of a cash voucher, the full amount will be refunded without any processing charge.

We recommend buyers contact us about available materials before placing online orders. We reserve the right to substitute products of equivalent value and quality in terms of flower types, colors, wrapping paper, and ribbon. If a customer declines the substitution and wishes to cancel the order, we'll provide a full refund as a cash voucher. For payment refunds, a 10% processing charge applies.

Valentine's Day & Mother's Day 
- During the peak season on Valentine's Day & Mother's Day, customers must refer to Mother's Day products or Valentine's Day options due to the price of supply increased, there is no refund or cancellation on purchased orders. We reserved the right to substitute a product of equivalent value or higher value products or return in cash vouchers.

IMPORTANT NOTE: The refund or cash voucher will be given at the discretion of LOVE WISHES FLORIST SDN. BHD.

5. Product and Substitution Policy

A: All products are subject to availability. We recommend buyers confirm stock availability with us before placing an order to avoid discrepancies between the website photo and the final product due to potential substitutions. In case of supply issues, we reserve the right to substitute a product of equivalent value and quality without notice. This may include changes in flower types, colors, wrapping paper, and ribbon. This policy is especially relevant during peak seasons like Valentine's Day and Mother's Day. If a buyer has specific requirements, please contact us at +6012-2488277 to confirm availability. If a buyer doesn't accept the substitution and requests a refund, they should refer to our cancellation and refund policy.

For deliveries outside Kuala Lumpur and Klang Valley, we collaborate with trusted florist partners to create similar flower arrangements. Our substitution policy applies to these orders as well. This approach allows us to extend our services to a wider area while maintaining the quality and style of our arrangements.

Product requests, we will try to fulfill all requests to the best of our ability. For simple requests like changing the color of the flower from say, red to white, please inform us at +60122488277 and we will try to accommodate the request subject to the availability of the color. However, for more complicated requests, such as arrangements to your specifications, please contact us at +60122488277 to find out if it would be possible.

6. Product Appearance

Please note that we cannot guarantee that the products you receive will be exactly as shown on our website due to factors beyond our control, such as the angle of the photography and lighting conditions during the photo shoot. It is our goal to ensure that the images on our website are as accurate as possible, but please be aware that there may be some differences in the product's appearance compared to the image on our website. It is important to understand that the perception of beauty is subjective and can vary from person to person. Therefore, we cannot guarantee that the product you receive will meet your exact expectations in terms of appearance.

Furthermore, please be aware that all human crafts may have slight variations, and this also applies to our flower arrangement. Each of our flower arrangements is a unique work of art crafted by our skilled florists who use their own style and technique in creating them. It is important to note that, despite our efforts to maintain consistency in our products, each arrangement may vary slightly and may differ from the images on our website.

7. Payments

We accept Visa, Master Card through Molpay or Paypal online gateway. Online transfer or cash deposit to Maybank. We never store or have access to your credit or debit card details.

8. Prices and Additional Charges

The delivery charge depends on postcode, state, and different delivery time frames. All delivery fees are stated during the checkout page.

9. Delivery policy

Flower deliveries can be done on Mondays to Sundays. We offer a number of preferred time delivery options at an extra delivery charge. Other than these timed delivery options, we are unable to make deliveries within customer-specified time periods. Although our team will always try our best to ensure punctual delivery for our customers, Only Love Florist cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the rider or delivery service provider that we use or anything else outside of Only Love Florist’s control.

Only Love Florist only delivers within Kuala Lumpur, Selangor and the selected states at this moment. For other states' delivery, kindly confirm with our customer service at +601202488277. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

Order must be placed according to our delivery cut-off time indicated on the website at the checkout page, if not we reserve the right to reschedule for the next available delivery time or day without refund or return in cash voucher for the next purchase at the discretion of LOVE WISHES FLORIST SDN. BHD.

- 6am-9am (Early Morning)

Order submitted one (1) working day in advance before 5pm for the next day or selected date delivery. Please contact us at +601202488277 before the order is placed （Kuala Lumpur & Selangor only).

- 9am-6pm (Office Hours)

No Time Promise, Order submitted before 3pm for same day, next day or selected date delivery. Special request please contact us at +601202488277 before the order is placed（Kuala Lumpur, Selangor & selected states).

- 6pm-9pm (Evening)

Order submitted before 5pm for same day, next day or selected date delivery. Please contact us at +601202488277 before the order is placed（Kuala Lumpur & Selangor only).

- 9pm-12am (Late Night)

Order submitted before 5pm for same day, next day or selected date delivery. Please contact us at +601202488277 before the order is placed（Kuala Lumpur & Selangor only).

- Express Delivery (available from 9am-4pm)

Order will be prioritized for express delivery within 4 hours with additional charges upon the florist's acceptance of the order with stock & materials available. Please take note that Express Delivery may be extended due to the below:

- Stock & material availability.

- Size of flower arrangement.

We reserved the right to substitute flowers or materials or extend the delivery time if there any circumstances happened.

10. Deliveries to businesses, hospitals, universities

In some circumstances, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control.  In the instance of there being difficulties in delivering your order to the recipient, we reserve the right to contact the recipient.

If the recipient is not available to receive the flowers when we reached there,
we will: Attempt to leave the flowers with a co-worker, reception area, or neighbor. If not will be additional charges for the next delivery.

To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor number, etc.

Hospital delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

Customers are responsible to make sure the recipient is available to receive the orders before the order is placed. We cannot be held responsible for the recipient not being available or discharged to receive the orders.

Hotel and restaurant delivery issues

We will always deliver to the reception counter. Please ensure that you include enough information for the hotel or restaurant booking name/reception staff to be able to locate the intended recipient of the orders. We are not liable for the non-delivery of flowers to the recipient at a hotel or restaurant as we have no control over the delivery once it reaches the reception.

Opening and funeral ceremony delivery issues

Please be advised that some products are unsuitable for delivery to the opening/funeral ceremony, please contact us for further information.

Customers are responsible to make sure the opening/funeral ceremony is available for delivery within the same day or the next day before the order is placed. It is possible to select a preferred delivery time frame according to the cut-off time on the checkout page. If an order is submitted after the delivery cut-off time, we reserve the right to reschedule for the next available delivery time. We are unable to make deliveries within customer-specified time periods. Please contact +6012-2488277 to confirm the delivery slots.

We cannot be held responsible for failed deliveries to the opening/funeral ceremony due to a short notice of delivery time frame. We cannot be held responsible for failed deliveries to the opening/funeral ceremony due to the end of the ceremony after the order is received. We reserve the right to replace in cash voucher without a refund. Please contact +6012-2488277 to confirm before submitting the order.

To assist us in meeting your preference, please ensure your order is placed at least one (1) working day prior to the preferred delivery time.

11. Damage or Unexpected Changes

Our flowers are wrapped or arranged carefully to ensure they arrive as beautiful and as fresh as when they left us. However, on a small number of occasions (and for reasons beyond our control), they may get damaged or unexpected changes in transit. Should this occur to a level that you deem unacceptable, please note that you may reject to receive and return immediately or you will need to WhatsApp +601202488277 a photo of the unaccepted products within 3 hours due to perishable products, so that we can arrange one of the following: a re-send on the next available delivery date, or cash voucher, or a full or partial refund. The amount of the partial refund will depend on the specific circumstances and condition of the products at the discretion of LOVE WISHES FLORIST SDN. BHD. If we offer you a refund, please note that we need 15-30 business days to process and transfer the funds into your account. 

12. Non-Delivery

We do everything we can to ensure our flowers are delivered. If for any reason we made a mistake and deliveries don't turn up, (i.e. if your flowers have not arrived on their intended delivery date), please contact our customer service at +60122488277 to inform us within the same day or next day. We will send you a replacement on our next available delivery date, or a cash voucher and refund will be given at the discretion of LOVE WISHES FLORIST SDN. BHD. If we offer you a refund, please note that we need 15-30 business days to process and transfer the funds into your account. 

13. Return Policy

Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers a cash voucher instead of refunds or replacement flowers if the flowers are not delivered to an acceptable quality, we can arrange one of the following: a re-send on the next available delivery date, or cash voucher, or a full or partial refund. The amount of the partial refund will depend on the specific circumstances and condition of the products at the discretion of LOVE WISHES FLORIST SDN. BHD. If we offer you a refund, please note that we need 15-30 business days to process and transfer the funds into your account. 

14. Offers and promotion codes

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date. In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offers or discounts for purchases that have already been made. As our special offers are contingent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount. Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Only Love Florist service and are only available once to any one person. Discounts and credits cannot be used in conjunction with any other offers. Unless otherwise stated, we only allow one promotion code to be used per order.

15. Circumstances beyond our control

Adverse weather conditions

During adverse weather conditions (including heavy rain and flood), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Force Majeure

Only Love Florist 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 license 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 Only Love Florist’s reasonable control.

16. 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. If failure to contact the recipient during the delivery, we reserve the right to reschedule the delivery and additional delivery fees may apply according to the delivery service provider.

Customers are responsible to make sure the recipient is available to receive the orders before the order placed. No refund due to the recipient not being available or refusing to receive the orders. We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode you provided at the time of order placement.

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.

Customer's email address

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.

Customer's full name and address

We use this information for credit and debit card validation.

Customer's telephone number

We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

Recipient's full name and address

We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

17. Operation Hours

Customer Service

Monday - Sunday from 9.00am to 6.00pm.

Tel: +603-4288 3550

Whatsapp: +6012-2488 277 (Only during Office Hours)

Email: order@onlyloveflorist.com