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 CharterOur Delivery PolicyOur Security & Privacy PolicyOur Substitution PolicyOur Cancellation PolicyOur Refund PolicyOur Exchange PolicyOur Payment Policy

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 cs@lavieflo.com 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 cs@lavieflo.com 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:-

  1. The recipient was not present at the address given within the hours during which delivery was requested.
  2. Incorrect address was provided.
  3. No such person was at the given address.
  4. 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.

Free Delivery

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.

General Orders

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:

Charges Area Remark Delivery Timeline
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 International  shipping TNT Courier Service Min 3-6 working days
RM25 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
RM40 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.

Notes :
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 to Friday 10am-6pm | Saturday 10am-5pm

International Orders

Global deliveries are made to locations outside of Malaysia. 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 cs@lavieflo.com 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. 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.

Our Security & Privacy Policy

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.


Privacy Policy Pledge

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”

When surfing the Internet, you may have often come across the term cookie, but what exactly is it? A cookie is a small file stored on your computer by a web site which gives you a numeric user ID and then stores certain information about your activity on the site. We use cookies to let us know you are a prior customer and to provide certain unique features to you. We do not use cookies to handle any financial information from you.

Most web browsers automatically accept cookies, but most allow you to instruct your browser to prevent the use of cookies. However, if you disable this feature, certain aspects of LavieFlo.com such as the shopping basket, will not function properly.

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 cs@lavieflo.com 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 :

  1. Cancellations must be made at least 24 hours in advance. Otherwise, a 50% cancellation charge is applicable.
  2. For orders where delivery has been attempted, the full price applies.
  3. Please email cancellation requests to us at cs@lavieflo.com 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:

All requests should be accompanied with your order number.

Our Payment Policy

Our default currency for payment is Malaysian Ringgit (RM).

Currency Conversion

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.

Third-Party Fees

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