Terms and Conditions

1. Availability and Substitution

  • The fillers used in each product are subject to change because some may only be available seasonally. Floral Garage Malaysia will always do our best to ensure that your order matches the picture in our catalogue as much as possible by substituting unavailable items with the most similar ones. Fortunately, there are many species of flowers and fillers and a suitable substitute is usually easy to find.
  • Fresh flowers vary due to seasonal and inspirational changes. Their colour tones and shades would always differ to some degree due to nature. Your products may not look exactly the same as shown in the pictures – all pictures displayed are only illustrative of the colour theme and style.

2. Ordering and Payment

2.1 Ordering Online

Ordering online will require you to pay using your credit card, debit card, Paypal account, or credit or debit card via Paypal. You will then receive an e-mail confirming that you have made payment for your purchase.

2.2 Ordering Offline

To order offline, you may contact us at floralgaragemy@gmail.com, or via phone at +60 11-5425 8871 . You may contact us (via WhatsApp, or phone call) from 10am to 6pm from Mondays to Saturdays.

Upon confirmation of your order, you can decide to pay through three methods:

  1. Bank Transfer
  2. Paypal Money Request (We will send you a Paypal Money Request via e-mail. The e-mail will consist of detailed instructions on how to make payment. You will basically pay through your debit or credit card).

Please note that payment has to be made before we execute your order. Payment after viewing an image of the product is strictly not allowed. We reserve the right not to fulfil your order if payment has yet to be made four to six hours before the desired time of collection or delivery.

2.3 Orders for Fulfilment Within 24 Hours (Same Day Orders)

We welcome all same day orders, or orders that are required to be fulfilled within 24 hours, to be made on our website. However, we reserve the right to reject the order due to any unforeseen circumstances.

Should we be able to fulfil your order, there are still certain points to take note of:

  1. Delivery will be made within the timeslot you have chosen for delivery.

2.4 Change of Order or Delivery Date and Time

Any changes to your order has to be made known at least TWO days before the date of delivery or collection. We reserve the right to disagree to any major change if your request is made less than TWO days before the date of delivery or collection.

Any changes to your delivery date and time must also be made known at least TWO days before the planned date of delivery, and it must also be at least TWO days before the new date of delivery.

Delivery charges will not be refunded in any case of cancellation.

2.5 Customisation Requests

We welcome customisation requests. You may contact us for a quotation should you like to engage our services.

There are two ways to customise a bouquet:

  1. Getting us to replicate a picture that you have (that is not in our catalogue).
  2. Telling us in detail the type, colour, and quantity of each flower or filler, and the style in which you would like it to be in. Wrappers or different variations of hand tying can be chosen too.

2.6 Negotiations

When we provide a quotation, it will always be our lowest quote. Our prices are always extremely competitive as we always believe that no individual should be deprived of the chance to purchase a small token to show love, care, or appreciation to another, just because of cost. We try our best to make sure that there is always something decent and beautiful for everyone.

However, a lower price may be agreed upon if the customer agrees on the following inevitable changes to their request:

  1. Lesser variety.
  2. Smaller in size.
  3. Replacing imported flowers and fillers with common ones.

If you managed to do some research with other florists before coming to us, you will realise that many of their bridal bouquets are priced very expensively. This is due to the fact that the bouquets are usually filled with much variety.

2.7 Discounts and Promotions

All discount codes are subject to the following terms:

  1. Codes are not valid where there is an ongoing promotion.
  2. Floral Garage Malaysia reserves the right to change the terms and conditions of use of the code at any point in time.

3. Delivery

3.1 Standard Delivery

Shipping fee will be calculated based on the distance of your delivery address from our store.

Our Standard Delivery consists of 3 different time slots:

  1. 10 am to 2 pm
  2. 1 pm to 5 pm
  3. 5 pm to 10 pm

Upon checkout, customers have to choose their preferred time slot.

We will deliver your order to the recipient any time within your selected time slot. For Standard Delivery, customers are not allowed to opt for delivery of a shorter range of time or at a specific time. For such requests, customers will have to opt for Specific Time Delivery (see below). Should customers request for a shorter range of time or a specific delivery time while opting and paying for standard delivery, we reserve the right to not fulfil the request and instead, ensure that the product is punctually delivered within the time slot selected by the customer.

3.3 No Show and Re-Deliveries

Customers are to ensure that only correct and accurate information is provided during the process of placing an order online or offline. Should there be no response from the recipient or customer while our delivery personnel is at the delivery destination, our driver will transport the bouquet back to our shop.

An additional RM30 will be charged for re-deliveries.

4. Weddings and Events

For all orders regarding events or enquiries, simply contact us for a quotation. We will be more than happy to assist you with suggestions and professional advice.

As mentioned earlier, the quote given for a wedding or an event is also non-negotiable. It is in our culture to only provide the lowest prices to our customers. A lower price may be agreed upon if the customer agrees on the following inevitable changes to their request:

  1. Lesser variety.
  2. Smaller in size.
  3. Replacing imported flowers and fillers with common ones.

Before confirmation and payment, the customer must show us images of certain props that will determine whether or not their desired arrangement is possible. An example of such items include the bride and groom chair, pews of the church, hood of the car, etc.

A 50 percent deposit has to be made upon confirmation. The remaining sum is to be paid via cash, bank transfer, cheque, or Paypal money request on the actual day of delivery.

An invoice will be issued after the payment of the 50 percent deposit. It will also state the amount payable and the deadline date.

On the actual day of wedding of event, should the actual props be different from the pictures provided to us beforehand, we reserve the right to alter the design that was initially planned, so as to accommodate to the props provided.

The customer must also ensure that the venue is opened and ready for set up. We will not be responsible for any delay to the event should we be forced to delay the set up. We will however, do our best to ensure that what was agreed upon can be completed in time. If needed, we will improvise so that the tight deadline can be met.

5. Cancellation

5.1 Cancellation Fee

Cancellations can only be made 48 hours before the actual date of collection or delivery that has been set by the customer. The cancellation is still subject to our sole discretion.

A cancellation charge of at least 20% of the total order amount is applicable to cancellations made 48 hours before the actual date of collection or delivery. The cancellation is still subject to our sole discretion.

We seek your understanding on the cancellation charge. The charge is a reasonable sum to cover our costs of handling your order.

5.2 Refunds and Exchange

All products sold are non-exchangeable and non-refundable. Any disputes regarding what has been mentioned above will not be entertained.

5.3 Rejection

We reserve the right to reject any order before payment has been made.

We reserve the right to reject any orders 48 hours before the determined date of delivery due to any unforeseen circumstances.

6. Complaints

Floral Garage Malaysia takes all complaints very seriously. We aim to resolve all complaints as soon as possible, as we understand that gifts can be occasion-specific and therefore time-sensitive.

For complaints about flower freshness and/or damage, please take a picture of the bouquet at the point of delivery for us to be able to resolve your complaint fairly and promptly.

7. Personal Data Protection Policy

This section informs you of how Floral Garage Malaysia manages Personal Data which is subject to the Malaysia Personal Data Protection Act (No. 26 of 2012) (“the Act”). Please take a moment to read this Data Protection Policy so that you know and understand the purposes for which we collect, use and disclose customer Personal Data.

By interacting with us, submitting information to us, or purchasing of any Products offered by us, customer agrees and consents to the following Personal Data Protection Policy:

  1. Personal Data
    1. In this Data Protection Policy, “Personal Data” refers to any data, whether true or not, about an individual who can be identified (a) from that data; or (b) from that data and other information to which we have or are likely to have access, including data in our records as may be updated from time to time.
    2. Examples of such Personal Data provided by customer include (depending on the nature of interaction with customer) name, telephone number, email address, credit card details and any other information relating to any individuals which have been provided by customer in any forms customer may have submitted to us, or via other forms of interaction with customer.
  2. Collection of Personal Data
    1. Generally, Personal Data is collected in the following ways:
      1. when order is submitted on our website;
      2. when customer interacts with administrative staff or florist, for example, via telephone calls, text message or sms, whatsapp call, whatsapp message, facebook message, emails, face-to-face meetings and letters;
      3. when customer submits Personal Data to us for any other reasons.
    2. When customer browse our website, customer generally do so anonymously. However, we may use “cookies”, where a small data file is sent to your browser to store and track information about you when you enter our websites.
    3. If customer provide us with any Personal Data relating to a third party (e.g. information of recipient, spouse, children, parents, and/or employees), by submitting such information to us, customer represents to us that customer have obtained the consent of the third party to provide us with their Personal Data for the respective purposes.
  3. Purposes for the Collection, Use and Disclosure of Personal Data
    1. Generally, Floral Garage Malaysia collects, uses and discloses customer’s Personal Data for the following purposes:
      1. process order for delivery;
      2. responding to customer’s queries and requests about their own order. Other customers’ data will not be disclosed;
      3. managing the administrative and business operations of Floral Garage Malaysia and complying with internal policies and procedures;
      4. resolving complaints and handling requests and enquiries;
      5. identity verification purposes;
      6. legal purposes (including but not limited to obtaining legal advice and dispute resolution);
      7. conducting investigations relating to disputes, billing, suspected illegal activities or fraud;
      8. processing of payment instructions, direct debit facilities and/or credit facilities requested by you;
      9. administering fee adjustments,
        refunds and waivers;
      10. notifying customer of entitlements for discounts or promotions;
      11. analysing customer use of the Products and Services so as to help us improve, review, develop and efficiently manage the Products and Services offered to customer, and also to market relevant Floral Garage Malaysia’s products and services to customer; and
      12. purposes which are reasonably related to the aforesaid.
  4. Disclosure of Personal Data
    1. Floral Garage Malaysia will take reasonable steps to protect customer’s Personal Data against unauthorised disclosure. Subject to the provisions of any applicable law, customer’s Personal Data may be disclosed, for the purposes listed above (where applicable), to the following:
      1. fulfill delivery of product(s);
      2. our drivers who transports or delivers our product(s) to the customer or recipient;
      3. vendors or third party service providers in connection with delivery of our product(s) and marketing of our products and services;
      4. external banks, credit card companies and their respective service providers;
      5. relevant government regulators, statutory boards or authorities or law enforcement agencies to comply with any laws, rules, guidelines and regulations or schemes imposed by any governmental authority; and
      6. any other party to whom customer authorises us to disclose customer’s Personal Data to.
  5. Governing Law
    1. This Data Protection Policy shall be governed in all respects by the laws of Malaysia.

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