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By placing an order on this website, you agree to the following terms and conditions.
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.
We provide same-day deliveries for orders confirmed before 3pm. Orders placed from 3pm onwards are 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.
If you wish to make any changes to your order, please do so by contacting us at +6017-5073844. 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 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 and card message before the order is placed. Only Love Florist cannot be held responsible for incorrect order information or card messages.
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.
On-demand orders can be cancelled 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 +6017-5073844.
For refunds requested by buyers, we deduct a 10% processing fee from the total order amount when refunding through the original payment method. This fee covers our administrative costs, transaction fees, and potential losses from cancellations. However, if buyers choose to receive their refund as a cash voucher, we'll refund the full amount with no processing fee. We process refunds during the third week of the current or following month. If we don't receive the buyer's response before the end of the accounting month, the order will be considered complete with no further action taken.
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, colours, 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, or a refund minus a 10% processing charge — but only if the order has not been processed and materials have not been prepared. No refunds will be given if the order has been processed and materials have already been ordered from suppliers.
Valentine's Day & Mother's Day: During the peak season on Valentine's Day & Mother's Day, customers must refer to Mother's Day or Valentine's Day product options due to increased supply prices. There is no refund or cancellation on purchased orders. We reserve the right to substitute a product of equivalent or higher value, or return in cash vouchers.
IMPORTANT NOTE: The refund or cash voucher will be given at the discretion of LOVE WISHES FLORIST SDN. BHD.
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. Due to the perishable nature of our products and limited availability from natural sources, we operate on a first-come, first-serve basis. Our accessories and materials also change frequently based on supplier trends. Therefore, we cannot guarantee that the final product will be 100% identical to the website photos. 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, colours, 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 +6017-5073844 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.
For product requests, we will try to fulfil all requests to the best of our ability. For simple requests like changing the colour of a flower from, say, red to white, please inform us at +6017-5073844 and we will try to accommodate the request subject to the availability of the colour. However, for more complicated requests, such as arrangements to your specifications, please contact us at +6017-5073844 to find out if it would be possible.
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. 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 arrangements. Each of our arrangements is a unique work of art crafted by our skilled florists who use their own style and technique. Despite our efforts to maintain consistency, each arrangement may vary slightly and may differ from the images on our website.
We accept Visa and Mastercard through Molpay or PayPal online gateways, as well as online transfer or cash deposit to Maybank. We never store or have access to your credit or debit card details.
The delivery charge depends on postcode, state, and the different delivery time frames. All delivery fees are stated on the checkout page.
Flower deliveries can be made Monday to Sunday. 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, 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 we use, or anything else outside of Only Love Florist's control.
Only Love Florist only delivers within Kuala Lumpur, Selangor and selected states at this moment. For other states' delivery, kindly confirm with our customer service at +6017-5073844. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
Orders must be placed according to our delivery cut-off times indicated on 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.
We reserve the right to substitute flowers or materials, or extend the delivery time, if any unforeseen circumstances occur.
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 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 arrive, we will attempt to leave the flowers with a co-worker, reception area, or neighbour. If not, additional charges will apply for the next delivery. To ensure the highest likelihood of delivery success, please provide as much information regarding the recipient's location 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 order before it is placed. We cannot be held responsible for the recipient not being available or being discharged.
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 locate the intended recipient. We are not liable for non-delivery 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 opening/funeral ceremonies; please contact us for further information. Customers are responsible to make sure the ceremony is available for delivery within the same day or the next day before the order is placed. 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 +6017-5073844 to confirm the delivery slots.
We cannot be held responsible for failed deliveries to opening/funeral ceremonies due to short notice of the delivery time frame, or due to the end of the ceremony after the order is received. We reserve the right to replace with a cash voucher without a refund. Please contact +6017-5073844 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.
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 experience unexpected changes in transit. Should this occur to a level that you deem unacceptable, please note that you may reject and return them immediately, or you will need to WhatsApp +6017-5073844 a photo of the unaccepted products within 3 hours (due to the perishable nature of the products), so that we can arrange one of the following: a re-send on the next available delivery date, a cash voucher, or a full or partial refund. The amount of any 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.
We do everything we can to ensure our flowers are delivered. If for any reason we made a mistake and the delivery doesn't turn up (i.e. if your flowers have not arrived on their intended delivery date), please contact our customer service at +6017-5073844 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 or 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.
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, a cash voucher, or a full or partial refund. The amount of any 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.
At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time we introduce them to the end date of the offer, and they cannot be used for purchases before the introduction date or after the 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 personalised 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 stated otherwise, 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.
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 late delivery. 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 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 Only Love Florist's reasonable control.
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. If we fail to contact the recipient during 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 order before it is placed. No refund will be given due to the recipient not being available or refusing to receive the order. 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 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 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 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 in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
Customer Service: Monday – Sunday, 9.00am to 6.00pm.
Tel: +603-4288 3550
WhatsApp: +6017-5073844 (Only during office hours)
Email: order@onlyloveflorist.com
LOVE WISHES FLORIST SDN. BHD.