Unless otherwise specifically agreed in writing, the terms and conditions contained in the Customer Charter and Delivery Policy below shall apply to any purchase/order placed by the customer. In the event of any inconsistency between these terms and conditions and any other printed or written document passing between the parties (including without limitation the Customer’s Sales/Purchase Order) the terms and conditions in the Customer Charter and Delivery Policy prevail.
No variation of the terms and conditions of the Customer Charter and Delivery Policy shall be applicable to any such purchase/order unless expressly accepted in writing by LavieFlo Marketing Sdn. Bhd.
Our Customer Charter
What we guarantee to you as a customer. Product quality, delivery and return arrangements.
100% Quality Guarantee
Call us at +603-7728 8333 or write to us at [email protected] within 24 hours of receipt of your product, and we will make an exchange.
At LavieFlo Marketing Sdn. Bhd. we guarantee that your floral arrangements will arrive as how you requested it. If there are any damages to the merchandise due to delivery, we will replace you with the same product at no charge.
100% Delivery Guarantee
At LavieFlo Marketing Sdn. Bhd. we guarantee that the flowers will be delivered within 4-5 working days within Malaysia. Kindly email us at [email protected] for International Orders.
LavieFlo Marketing Sdn. Bhd. will not be liable for any damages arising directly or indirectly from the late delivery or non-delivery of orders under any of the following circumstances:-
- The recipient was not present at the address given within the hours during which delivery was requested.
- Incorrect address was provided.
- No such person was at the given address.
- No valid contact number was given for us to make reasonable attempts to contact the recipient in order to execute the order successfully.
Limitation of Liability
In any event, and notwithstanding anything contained herein, LavieFlo Marketing Sdn. Bhd. liability in contract, tort (including negligence or breach of statutory duty) or otherwise howsoever, and whatever the cause thereof, arising by reason of or in connection with the sales and purchase order (except in relation to death or personal injury caused to the customer by the wilful act or gross negligence of LavieFlo Marketing Sdn. Bhd. or its employees while acting in the course of their employment) shall be limited to the Purchase Price. The customer shall not seek from LavieFlo Marketing Sdn Bhd the loss of profits, contracts, revenue or business; or indirect, consequential, incidental, special, exemplary and/or punitive damages arising out of or relating to the sales and purchase order.
In case of any inconsistency between the Chinese and English versions, the English version shall prevail.
Our Delivery Policy
Each LavieFlo arrangement is designed and delivered by our professional delivery officers. See for delivery times and delivery charges that may apply for “special” situations.
Delivery is free when you have a promotion coupon that includes “free shipping”.
Free Delivery / Shipping redeemed using LavieFlo.com eStore promotional codes will be delivered within 3-5 working days for Peninsular Malaysia and 4-5 working days for Sabah & Sarawak via Courier Service.
Delivery within Malaysia are subjected to the following charges. When placing your order, please identify the date on which your order is to be delivered. Naturally, same-day deliveries are accepted, but please refer to the following delivery schedule for specifics:
|Based on State & Product Class||Peninsular Malaysia||GDex Courier Service||Min 3-5 working days|
|Based on Postcode & Product Class||Sabah & Sarawak||GDex Courier Service||Min 4-6 working days|
|Based on Product Class||Singapore||TNT Courier Service||Min 2-4 working days|
|RM30||Klang Valley only||Personal Delivery||2 days from the date of order – do specify a date if you do not wish for the delivery to be 2 days from date of order|
|RM50||Klang Valley only||Same-Day Personal Delivery||Orders made before 12 noon : Delivery on the date of order|
|Orders made after 12 noon : Delivery will be made on the next working day|
|RM70||Klang Valley Only||Valentine (13 & 14 Feb) Personal Delivery||For orders requiring personal delivery on Valentine Period – 13 & 14 February.|
1. No personal delivery will be made on Sundays, Public Holidays and after 6PM.
2. No courier service will be made on Saturday, Sundays and Public Holidays and after 6PM.
3. For delivery, a specific time for delivery is not possible.
4. Personal delivery time will be Monday – Saturday 10 – 6PM.
Global deliveries are made to locations outside of Malaysia & Singapore. Floral arrangements delivered internationally may vary due to current exchange rates or availability. To find out the latest delivery charges for your International Order, please contact us at [email protected] for the delivery charges.
Calculation of Shipping Charges via GDex / TNT Courier Services
To see how much your shipment will cost, select the Country / State / Postcode you want to ship to and the shipping and handling cost will appear in your order details.
Shipment via courier services are based on the Volume Weight of the product and not its actual weight.
Volume weight is calculated by : Packaging Height x Width x Length / value determined by shipping company
Eg. 10cm (H) x 10cm (W) x 10cm (L) / 5000 = 0.2kg
The product size/measurement for each product includes product box packaging and wrapping materials required to safeguard the product during shipment.
Other shipping costs imposed by courier services also includes a 20% fuel charge, handling fee as well as the 6% GST. The entire cost is automatically calculated upon the selection of Country / State / Postcode you want to ship to.
LavieFlo reserves the right to update courier shipping charges without prior notification.
For more information about Volume Weight please click here.
Your security and privacy are important to us. At LavieFlo Marketing Sdn. Bhd. we recognize and respect the importance in maintaining the privacy and security of our customers.
YOUR SECURITY AND PRIVACY ARE IMPORTANT TO US.
The goal of LavieFlo.com is to constantly provide quality goods and excellent customer service. As such, we gather personal information (in the registration form) so as to allow us to know you better. With this information, we can then understand you better and provide a more enhanced and personalized shopping experience for you on our eStore. Personal information is kept solely for internal marketing and billing purposes only.
Use of “cookies”
In all, we would like to stress that information is not sold to or shared with other parties for any commercial purposes other than normal order fulfillment and confidential site activity
or sales tracking.
Your Consent to Our Policy
By using this web site, you consent to the collection and use of information by us. Information collected by us are for the sole purpose of completing sales transactions, and will be of strictest confidentiality. If we change any of our privacy policies, we will post the changes on this page so that you are always aware of what information we collect and how we use it. !
How to Remove Your Information from Our Mailing Lists
If you prefer not to receive information such as new gift collections, special offers, promotions, discounts, etc from us, you can remove yourself from our mailing list by using the email with which you subscribed, send a message to [email protected] with the word ‘unsubscribe’ in the body.
Our Substitution Policy
In the unlikely event of a substitution, the utmost care and attention will be given to your order to ensure that it is as similar as possible to the requested item.
Our substitution policy is based on 2 simple criteria:
Get there on time
Substitution may be necessary to ensure your order arrives on time, i.e. a specific box, vase, soft toy, embellishments etc. Our floral designers will substitute a similar element of equal or greater value.
Make it beautiful
In single-variety arrangements, variety will take preference over colour. For example, if we are out of ‘yellow roses’, we will substitute another colour of roses, not another flower.
When substitution is necessary, our floral designers will ensure that the ‘look and feel’ of the arrangement will be maintained, with our designers paying special attention to overall shape, size, style and colour combination.
Our Cancellation Policy
We understand your plans may change and orders may need to be cancelled. We would want to be able to accommodate your requests as best as we can.
Please note the following :
- Cancellations must be made at least 24 hours in advance. Otherwise, a 50% cancellation charge is applicable.
- For orders where delivery has been attempted, the full price applies.
- Please email cancellation requests to us at [email protected] with your order number.
*Working days are defined as Mondays to Fridays 9am to 6pm
Our Refund Policy
We offer a full refund, in case an order is not fulfilled. See our refund policy here.
Refunds are processed and submitted to the bank within 14 working days* of receipt of your refund request. Thereafter, the bank will process the credit to your credit card. The time frame for the credit to manifest in your credit card statement is defined by the bank.
Credit will be made via the same mode that it was submitted. For example, for payments made with credit card via our payment gateway, we will issue the refund by crediting the credit card account.
*Working days are defined as Mondays to Fridays 9:30AM to 6PM.
Our Exchange Policy
At LavieFlo Marketing Sdn. Bhd., we endeavor to deliver quality products. However, should you need to make an exchange, here are some guidelines to follow.
Requests for exchange can be made via the following channels:
- Call us at +603-7728 8333
- Email us at [email protected]
All requests should be accompanied with your order number.
Return of Perishable Goods
For perishable goods such as fruits, and gourmet chocolates, request for exchange must be made within 24 hours of receipt.
Goods must not have been consumed, removed from their original packaging.
Return of Floral Arrangements
For floral arrangements request for exchange must be made within 36 hours of receipt with no damages incurred to the flora, unless incurred during transportation.
Our Payment Policy
Our default currency for payment is Malaysian Ringgit (RM).
We allow users to view the price of products in a number of currencies. It’s updated regularly, but may not be identical to the real-time market rate.
However, our default currency for payment is Malaysian Ringgit (RM), hence at checkout the default currency will be used for payment.
We offer multiple payment methods which accepts local and international credit card.
If you pay in a currency that is different from our default currency, your bank may apply a currency conversion rate or fees to your payment. Contact your financial provider for more information on respective banking charges