FAQ

Ordering

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account.
We do recommend that you join in our IFF loyalty program that u able to accumulate point for discount in your next purchase. It’s quick and easy to create an account. Just visit https://www.ipohfreshflower.com/#smile-home and follow the instructions on-screen.

How to place an order online?

Step 1: Pick your favorite bouquet or item 

Step 2: Add to cart and add-on items (if any)

Step 3: Select Delivery Date & Write your "Message" & Fill in the "Delivery details" OR Click “Continue Shopping” to continue add other products into the cart

Step 4: Select your Delivery Area "Ipoh Area" or "Other Area"

Step 5: Complete Payment

When we can place the order?

You can select any date for your pre-order. We recommend to place your order 2-3 days in advance that we have sufficient time to prepare and arrange. If the date cannot be selected on the calendar, it means we're fully booked on that day.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Email: ipohfreshflower@gmail.com

Call/ WhatsApp: +6016-4703833

Can I change my order details (date/address/message)?

Yes. you can but you’ll need to inform us ASAP. Please WhatsApp us the changes of your new order details with order no.
We do our best to accommodate last-minute changes, but we can only guarantee changes (including delivery address & card message) if they are requested 1 day before the delivery date.

For changes to delivery on special occasions, you’ll have to request at least 3 days in advance (eg. for Valentine’s Day, Mother’s Day and etc)

Email: ipohfreshflower@gmail.com

Call/WhatsApp: +6016-4703833

May I customize my bouquet designs with my favorite flowers?

Yes, you can! Just send us a message through WhatsApp of your thoughts and ideas and we will discuss from there whether we are able to fulfil your needs. You can basically customize the entire bouquet from flowers to wrapping papers and even the design of the bouquet that are available at our workshop. 

Call/WhatsApp: +6016-4703833

Can I pick up myself from your store?

Yes. You can self-pickup from our store.
No. 35, Jalan Canning Estate, Taman Canning, 31400 Ipoh, Negeri Perak

https://goo.gl/maps/CZ2FnN1cheMMPqoV7

When will my order arrive?

Currently our standard delivery session is 10-am -6pm. We arrange our delivery for you within the time frame that you choose & we will update to you after the delivery is done.

While we do the utmost best, we try to deliver your flowers on time, unfortunately there are still things we can't control like extreme weather, heavy traffic jam on road which might delay our delivery time. We will do absolutely everything we can to solve this problem when this occurs and appreciate your patience and understanding during these times.

What happens if I inserted the wrong billing address?

We absolutely do not send any bills out, therefore do not worry about the billing address. However, it is important to let us know the correct billing address(your's) phone number and the shipping address(receiver's) phone number receiver's phone number to ensure successful delivery and for us to contact you in case of any emergency.

Payment

What payment methods do you accept?

We accept all major debit/ credit cards (Visa & Mastercard) and online bank transfer for payment. Other payment option like PayPal, e-wallet upon request through WhatsApp.

For Bank Transfer payments, we will only be able fulfil 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 together with the order number stated as the subject via email/ WhatsApp.

Email: ipohfreshflower@gmail.com

Call/WhatsApp: +6016-4703833

What should I do when my payment is failed?

Please contact/WhatsApp us to check the order status and payment.

Call/WhatsApp: +6016-4703833

Where is my refund?

We aim to process refunds within 3-5 days. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to 10 working days after report to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Delivery

How much is the delivery charge and coverage area?

We provide FREE delivery for orders with minimun purchase RM88.
Free Delivery Coverage is within raduis 7km from our workshop. 

Radius Within 7km

 Free

Radius Within 7-10km

 RM15

Radius Within 10-13km

RM20

Radius Within 13-16km

RM30

Radius Within 16-20km

RM40

 * For outbound area, it will be incurred extra charges. 
 RM15  Tanjung Rambutan, Ulu Kinta, Simpang Pulai, Menglembu

 RM30  Chemor, Batu Gajah, Pusing, Lahat, Gopeng

Do you have same day delivery?

Yes. Same day deliveries are available from Mon - Sun & same day order made before 4pm.
However you may call/ WhatsApp us if you need the bouquet after the cut off time.

Call/WhatsApp: +6016-4703833

What is the delivery time?

Currently our delivery session is 10am-6pm. While we do the utmost best, we try to deliver your order within the time frame that you choose & we will update to you via email or WhatsApp after the delivery is done.

*Please note that we are unable to provide or promise an exact time of delivery but be rest assured that our delivery routes will be planned with efficiency in mind.

If there is no one to receive bouquet when we reach to the delivery address?

For a fast and efficient delivery, please ensure that your recipient is present at the address provided to receive the flowers. Alternatively, we will contact the receiver or give notice to sender, either to leave at guard house, reception, neighbour with the permission of sender or receiver.

NOTE: Free delivery will only be made ONCE. If it is unsuccessful, the bouquet will be sent back to our workshop and a notification will be sent to the sender.

If there’s a need to re-deliver, a delivery fee will be charged depending on the location given. As for the flower conditions, there will be no replacement of flower if it’s wilted when the bouquet is sent back to us.