Frequently Asked Questions

Ordering

How to I know if my order is confirmed

You will receive an order confirmation email at the email address provided to us. It will be an automatically generated email, so do check your spam folder if you do not see the email in your inbox.

What payments methods do you accept?

We accept credit / debit / charge cards via a variety of payment methods such as Stripe, eGHL, MOLPay , and cash payments via the Bank Transfer options to suit your preferred payment method. We recommend payment via credit / debit card since payment is instantly processed and we are able to directly to fulfill your order.

For Bank Transfer payments, we will only be able fulfill your order after payment has been received by us. Please send us a screenshot or an image of the bank in receipts as proof of payment to [email protected]

Do you accept orders through phone?

Unfortunately we cannot accept orders through phone at the moment but we are exploring the possibility to do just that in the near future. In the meantime, kindly place your order via our website.

Can I customize my orders

Currently we only offer flower bouquets / arrangements options found on our website. However, we appreciate any suggestions if you if you would like to see type of bouquet or flower being offered in our website. Simply suggest it in the live chat and we will strive to add it to our collection as soon as possible.

Can I change my order details ?

For changes on delivery address or message card, you can email us at [email protected], call us at 03-3099 2323 (Mon-Sat, 9:00 AM - 6:00 PM), message us through live chat on our website or message us on Facebook by clicking the button on the bottom left side of our website. Changes to order details should be done at least 24 hours or one (1) day before your intended delivery date and selected time slot. We could not accept any last minute changes on the day of delivery to make sure your order is delivered on time.

Can i cancel my orders

You may cancel your order 24 hours or one (1) day before your intended delivery date and we will process a full refund / charge-back to you. Kindly note that refunds will typically take at least ten (10) days for the refund process to be completed depending on the payment method method you used to make your purchase and bank clearance which Flower Chimp does not have influence upon. It is your responsibility note of our cancellation policy mentioned above. Failure to do so will deem your request to cancel the order and full refund invalid.

Delivery

Delivery Type

(a) PRIORITY*Delivery _• deliver at your SELECTED HOUR(+RM10)

(b) *Normal Delivery * • based on choosen slot • accept receiving by 3rd party if recipient not around

(c) Normal Delivery by hand _ • based on choosen slot_ • delivered by hand to RECIPIENT+ RM5

How do I know that my flowers were delivered?

Our flowers are delivered by drivers and riders that are experienced in transporting delicate goods - flowers. Therefore, we know how to make sure that the flowers will arrive just like the florist has designed them.

Do you delivery on the same day?

Yes, all orders placed before 1:00 PM we guarantee same day delivery. For deliveries on Sundays, please place your order latest by 1:00 PM on Saturday.

Returns and Refunds

I received the wrong bouquet, can you send me the right one?

It is highly unlikely that this will happen but in an unfortunate case if this happens to you, get in touch with our Customer Support by calling 03-3099 2323 and our friendly Customer Happiness Executives will help solve it.

Can I request a return or refund for my flowers after the day of delivery?

To be eligible for returns and refunds, you should report your case within 24 hours upon delivery of your flowers and is subjected to a mandatory review and investigation process by our Customer Support team. The flowers should also remain the same way as delivered. When filing your report, kindly provide us with your order number, several pictures of the defective product, and reasons on why are you requesting for a return or refund. In all other cases, it is the responsibility of the recipient to care for the flowers once it has been delivered. If refund take place, the refund process will take 3-5 working days.
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