Return & Refund Policy

TERMS & CONDITIONS

Flower Lace Florist & Gifts (PG0320013-U)

EFFECTIVE DATE: JAN 2016
LAST UPDATE: 12TH FEB 2021

This website is owned by Flower Lace Florist & Gifts. The term ‘Flower Lace Florist’ or ‘we’ or ‘our’ refers to the owner of the website which is Flower Lace Florist.

The term ‘you’ refers to the user or viewer of this website.

By accessing this Site, ordering Products and/or using the Services, you hereby agree to be legally bound by these Web Terms.
If you do not accept these Web Terms and/or the additional terms, please leave the site and discontinue using our services immediately.
Flower Lace Florist reserves the right to revise these Terms and Conditions at any time by updating this page without prior notification.

Please read this page every time you enter into this website so that you are aware of any Terms & Conditions changes.

* PLEASE REFER TO FAQS FOR MORE DETAILS REGARDING TO EACH POLICY LISTED HERE.

1. ORDER POLICY

* When ordering please enter the full address including the postcode of the recipient. We will not be held responsible for items that are not delivered due to incorrect details.

* By completing your orders, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Flower Lace Florist & Gifts site.

* Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email confirmation.

* We may require the order to be placed by 24 hours in advance. As always ordering with advance notice of 1-2 days is preferred, but not always required for optimal freshness of any floral order.

* Same-day orders are processed immediately, and usually cannot be changed. Due to the urgent nature of florist delivered products we are unable to cancel or change orders already in process at the florist, en route or delivered.

* Any changes of particular (e.g. Receiver’s address, messages, etc) must be make within 6 hours in advance or the day before.

* Cancellation of orders will be subject to 20% Handling/Processing Fee.

2. DELIVERY AND RETURN POLICY

* Our standard delivery service are completed between 11.00am – 6.00pm. In events of peak periods, our delivery services can be completed between 11.00am – 8.00pm.

* We do not provide specific time deliveries, this is to maintain fairness to all of our customers, and in order to maintain the efficiency in our operations.

* We require buyers to provide us with the receiver’s contact number in order to contact him/her for the collection of delivery. If by any chance that our dispatcher could not locate the receiver after several attempts, Flower Lace Florist & Gifts and our collaborative dispatchers will not be liable for the failed delivery. Buyers are also responsible to let us know that we should not contact the receiver through our Customer Service platforms.

* Buyers are required to notify us the timing that the receiver is not around or will leave the area in order for us to specify a remark to our dispatchers albeit the remark is not a guarantee or promise that the product(s) will reach at that particular/specific time slot. It is only a reference. Flower Lace Florist & Gifts will only allow such order remarks for urgent matter. Casual requests (i.e.: preferences of time slot) will not be entertained. Flower Lace Florist & Gifts does not have time request available due to small range of dispatchers available. This is because Flower Lace Florist & Gifts and collaborative dispatchers are unable to cater to large requests at a particular hour. At the same time, we are prioritizing fairness among all our customers. Your understanding is required.

* We will do our best to make sure that the receiver will receive the delivery on her own. However, we will not be able to do that if there are any restrictions by the receptionist or security guard of the building or neighbourhood.

* We do not guarantee the delivery to be on time. This is especially in the events of severe weather and natural disaster such as heavy storm, or flood.

* We will not take responsibility for the late delivery due to adverse weather conditions, incomplete or incorrect delivery addresses, and any other causes beyond our reasonable control.

* Flower Lace Florist & Gifts flowers/bouquet are highly perishable items. There will be no returns acceptable. Returns will only be made if the flowers in a very poor shape or forms which was caused during the delivery process. Receivers and/or senders are advised to inform us immediately (within 1-2 hours of receive) to ensure fairness in judgement that the bouquets are in poor shape during receiving. Flower Lace Florist will not entertain any reports made 1-2 hours after receiving as it is unreasonable to judge from the condition that was captured 1-2 hours after receiving.

* Orders are delivered ONCE. If the recipient is not home/office the flowers/bouquet are returned to Flower Lace Florist & Gifts and a notice will send to informing recipient/sender that flowers/bouquet have tried to be delivered and to self pick up from Flower Lace Florist & Gifts. Sender are responsible to bear any delivery cost for second delivery attempt.

* Our delivery area covers Pulau Penang only. We do not deliver to other state at this moment. This is to ensure the flowers/bouquet we delivered is at it’s best conditions.

* As flowers/bouquet are highly perishable items, it is impossible to make any return and refund, unless the bouquet you receive is in very poor shape or form (Product cannot be described as a bouquet anymore or most of the flowers are wilted on the time you received it)

* You can email us with photos attached immediately, investigation and further action will be taken accordingly. Please learn more about the steps and processes from the Return and Refund section in our FAQ

3. REFUND POLICY

* The burden is with the sender to inform the recipient of the delivery of flowers/bouquet; if the flowers/bouquet are left in a safe place at the buyer’s discretion with the dispatch we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own we are regrettably unable to offer a refund. Any remedy will be discretionary.

* We are not responsible for any order where the recipient refuses to accept the item. We will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery. This does not affect your statutory rights.

* If the bouquet was picked up by buyer but only to be sent to the recipient the next day or after, the buyer is responsible to keep the flowers fresh and we will not be liable for the buyer’s neglect or mistreatment towards the flowers. Please ensure that the flowers are kept in a cold and well-ventilated area. Buyers must not leave the bouquet in anywhere that may be suffocating, hot, damp and/or under the sun. Kindly note that refund or exchange is not available.

* If the bouquet was picked up by buyer but only to be sent to the recipient the next day or after, the buyer is responsible to keep the flowers fresh and we will not be liable for the buyer’s neglect or mistreatment towards the flowers. Please ensure that the flowers are kept in a cold and well-ventilated area. Buyers must not leave the bouquet in anywhere that may be suffocating, hot, damp and/or under the sun. Kindly note that refund or exchange is not available.

* For items that are returned, we regret to inform you that if refund is accepted by the management, it can only be partial refund as we cannot refund return postage costs.

* Handling/Processing fee may be applied and the amount will differ in different situations. When handling/processing fee applies, it will be required otherwise refunding will not be available. 

4. BOUQUET

bouquet size, shades, bloom size and colour might vary from the pictures shown.

all flowers are perishable items and they are not guaranteed to be completely flawless.

5. DISCLAIMER

ALL CONTENTS INSIDE THE WEBSITE IS FOR INFORMATION ONLY. WE ARE NOT LIABLE FOR ANY LOSS OR DAMAGE, DIRECTLY OR INDIRECTLY WHATSOEVER, LOSS OF DATA OR PROFIT OR ANY OTHER MATTERS WHICH HAS NEGATIVE IMPACT TO YOU DUE TO USE OF THIS WEBSITE.

FLOWER LACE FLORIST IS NOT LIABLE FOR ANY OTHERS ISSUE WHICH IS NOT UNDER OUR CONTROL OR BEYOND OUR CONTROL.

FLOWER LACE FLORIST WILL NOT BE AVAILABLE OUTSIDE OPERATION/BUSINESS HOURS.

6. ACCEPTANCE ORDER POLICY

WE RESERVE THE RIGHT TO REJECT OR REFUND YOUR ORDERS. IN THE EVENT OF REJECTION, WE WILL REFUND THE PAYMENT RECEIVED VIA THE PAYMENT METHOD USED TO PLACE THE ORDER PREVIOUSLY.

KINDLY REFER TO OUR T&C AND FAQS ALL THE TIME TO ENSURE THAT YOU UNDERSTOOD AND AGREED BEFORE USING OUR SERVICES. IF YOU DO NOT ACCEPT THESE TERMS AND/OR THE ADDITIONAL TERMS, PLEASE LEAVE THE SITE AND DISCONTINUE USING OUR SERVICES IMMEDIATELY.