BASIC INFORMATION
Yes you can, pick up is available as option when you are placing an order from our website.
*Pick up is unavailable during MCO, CMCO, RMCO / before the pandemic ends.*
You can contact us via our customer service hotline via Whatsapp (+6016-2122712 Jane) and by providing us your order details (E.g. Order Number) and your pick-up time so that we can be aware of it.
We would recommend you to place an order on our website before heading over to collect the products. As we do not have ready stock in our stores, you may have to wait 30 mins – 1 hour upon ordering in-store.
Same Day Delivery Period | Cut-off Time |
Monday – Saturday | 1pm |
Sunday | 5pm on Saturday |
Our cut-off time is at 1pm from Monday to Saturday. For order to be delivered on Sunday required to place your order before 5pm on Saturday. Kindly place order before the time stated for same day delivery. Choose either one format to deliver the information!
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Please contact our customer service hotline via (Whatsapp +6016-2122712 Jane) so they can assist you on this without placing a new order.
Please place 2 orders separately as the delivery fees are calculated as per drop.
2 different locations will require you to pay for 2 delivery fees. If you have placed order for 2 locations in 1 order, you can contact our customer service via (Whatsapp +6016-2122712 Jane) and they will seek payment from you manually for the extra delivery fees.
You may write the message on each bouquet (item) for different receivers by adding each item to cart and checkout in 1 order. Only 1 order is required for 1 location.
Upon inserting the address and postcode in the checkout page, you may notice the delivery fees will be stated in the Order Totals column.
If you receive this message after inserting the address and postcode, it means your delivery location may not be covered by our delivery partners, OR, the address and postcode is inserted wrongly. Kindly check the address and postcode again OR contact our customer service via (Whatsapp +6016-2122712 Jane).
Coupon codes are usually distributed through our social media, email subscribers and collaborating partners. You may search on our social media platforms if there are any, our customer service are unable to provide any personal coupon code.
We are unable to apply coupon codes for processing orders nor making any refund for the equivalent value of the coupon code.
There are a few reasons that may cause this error, you may refresh the page and try again. If for the second time you are still unable to checkout, kindly contact our customer service via (Whatsapp +6016-2122712 Jane) so they can place the order manually on your behalf.
Certain flowers are subjected to availability from our suppliers. You may need to contact our customer service via (Whatsapp +6016-2122712 Jane) to check it for you and to place order for you. Please contact us at least 1 week before preferred delivery date.
DELIVERY INFO
We collect the receiver’s contact number to ensure the delivery process goes as smooth as possible. Riders are required to call the receivers to receive the products OR to get permission to pass the product to someone they know if they are not at location. Rerouting the delivery also requires the receiver’s contact number.
We understand that the surprise element is highly prioritized. You can try to put your own phone number instead if you wish to inform the recipient that the flower has arrived by yourself. This way rider will contact you once he reaches the destination.
We hire third-party dispatchers as our delivery partners. They travel in vans, cars or motorcycles.
For landed properties, shop lots or easily accessed properties, yes our riders deliver to door. For guarded office buildings, condominiums or in cases when the guards do not allow our riders in, we may have to request the recipients to approach our riders to collect the products.
Our standard delivery service are completed between 1pm – 7pm. You may contact our customer service via (Whatsapp +6016-2122712 Jane) to select available time slots to deliver your order with extra charge if required.
We apologize for the inconveniences and we also seek for your understanding. Late delivery may be caused by unforeseen situations such as bad weather, heavy rain, heavy traffic, accidents, vehicle breakdown etc. Our dispatcher will usually immediately inform their person in charge to arrange another dispatcher to take over their deliveries in case of accidents/vehicle breakdown. The transition takes time and we seek for your understanding.
You will receive an email once the order is out for delivery and also when the order is delivered. Tracking can also be done via the tracking page, however, real-time tracking is not available at the moment.
Our riders usually keep their hands on the steering wheels and are unable to perform real time update all the time to ensure safety. If you require their immediate location, kindly contact our customer service via (Whatsapp +6016-2122712 Jane) and our team will assist you on that.
In this case, we will ask whether our rider is able to reach the location in a short time. If YES, we shall call the recipient to wait for a moment. If NO, we shall arrange for reroute to avoid recipient waits too long in the premise. If you require next-day delivery, we will be happy to accommodate this request.
There are times like this, and usually riders will communicate with the receiver for the next step.
It is either they leave it with someone they know, or guards, or receptionist WITH receivers’ permission. Or they will have to return to our office to wait for next delivery, which will require a second charge of delivery fees from sender.
FLOWER CARE
You just have to make sure the flowers are not placed under hot environment. Place it in air-conditioned room at all times to make sure the flowers can breathe. If you received daisies or sunflowers, please spray some water on the flower buds to hydrate them. Roses do not need to be sprayed as the water droplets will soften the petals causing wilt.
Our bouquets come with a wet cotton at the stem area to ensure the flowers can absorb water after it got out of our office. Fresh flowers usually lasts 2-4 days, while preserved flowers can last up to 2 years or above if kept in good conditions. If you wish to keep your fresh flower longer, you may unwrap everything and put the flowers into a vase with 1/3 of room temperature water as well as cut a partial of the stem for a better water absorption.
Yes, this is possible. But you will be responsible to take care of the flowers and ensure its freshness once you received the bouquet. We are unable to exchange for you on the next day as it is up to you to place it anywhere you can.
Please keep it in a well-ventilated place that has low temperature. Buyers must always remember to avoid heat or sunlight from the flowers. Buyers must also never place the bouquet in a non-ventilated.
CANCELLATIONS, REFUNDS & REFUND ISSUES
We would encourage you to request for your order to be put on hold instead of cancelling it. As we do charge processing fees upon cancellations despite having any reasons. Putting your order on hold enables you to use the order in the future whenever you needs it.
*Unfortunately, for orders that is already out for delivery, is unable to be cancel.*
20% of processing/handling fee when you request for order cancellation. Changes of amount charged may apply in different situations and shall be determined when necessary.
Please contact our customer service so they can assist you on this matter.
Refunds will usually be processed within 7 – 14 working days. Kindly be patient, and let us know if you do not receive your refund is said days.
We apologize for the inconvenience caused, kindly contact our friendly customer service so they can arrange the next step for you.
We are unable to accommodate this request without any valid reasons. All flowers are checked and properly packaged before delivery, if you failed to notify us regarding to your dissatisfaction towards our fresh flowers within 2 – 3 hours upon receiving, we are unable to determine the cause of the issue. We offer customers refund or replacement only if the item arrives in very poor shape or form (more than 50% of the flowers are wilted or dead).
We’re deeply apologize for this occurrence and please send us a photo of the bouquet as soon as possible. Please understand that real flowers will never be 100% perfect. There will always be flaws and imperfections within and they are inevitable as cut flowers were removed from their roots. Kindly note that we will need some time to investigate and to determine what has occurred. We will get back to you as soon as possible and we do ask for the buyers to be patient with us and let us investigate without any interruptions. As much as we are as anxious as you, we do highly appreciate your cooperation.
Unfortunately, a refund is not possible as the product is done and delivery is attempted. We are not responsible to refusal by recipients. We are able to arrange for a re-delivery with extra cost from the purchaser.
Please contact our customer service so they can assist you as soon as possible.
Our delivery time is typically 1pm-7pm, or time-slots are available as option during checkout. Late delivery may be caused by unpredictable situations like heavy rain, heavy traffic, flood, or accidents. We seek for your understanding, if you wish to make a complaint, kindly send your message to our customer service or email to hi@lartfloraldesign.com.
PEAK SEASONS
Valentine’s Day, Mother’s Day, Qi Xi Valentine’s, Christmas etc.
There may be inevitable delay in our response due to high volume of incoming inquiries. Also, there may be inevitable delay in our delivery completion due to high amount of orders. Our standard delivery time are completed between 12pm – 6pm but it may extend to a couple of hours later than 6pm. We will try to do our best to deliver all orders as soon as possible.
It depends on each seasonal events some lasts for a week, some may be just a day.
As early as possible. We do encourage you to place an order at least 2 weeks prior the celebrated day itself to avoid to being unable to place an order from us as there is a maximum daily-limit capacity. *Especially Valentines Day.
Customization orders are usually unavailable.
During the peak periods, our suppliers will increase their stock price, hence resulting an increase of bouquet prices from our side too.
