1) What should I do if the product is damaged?

We will ensure that the products are in good condition when they left us. However, there may be occasions that the products are damaged in transit. Should such an event occur, and the products are damaged to a level that you deem unacceptable, please inform us at hello@myfloristdiary or +6010-321 3295 immediately. 

Please note that you will need to email or send us a photo of the damaged products within three (3) hours of receiving the flowers in order to be eligible for a refund. We will not entertain any reports made three (3) hours after the products have been delivered to the recipient.

We will assess the damage to the products and if we deem the products are in poor shape or form, we shall arrange for a replacement to be delivered to the recipient on our next available delivery date or issue a refund to you. The amount of refund shall exclude the delivery fees charged by third-party delivery services. 

2) The product is not exactly the same as the picture shown.

All products are handmade and the flower supplies are subject to availability. Every bouquet is unique and upon selection of your preferred main flower, we will match the secondary flowers and foliage for you based on the availability and season of flowers.

In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high-quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. All flowers are perishable items and they are not guaranteed to be completely flawless. Nevertheless, we guarantee that our products are fresh as your satisfaction is our priority.

3) I wish to return the product.

Sorry to inform you that we do not accept returns due to the perishable nature of the products and the customization we have done for you. Please let us know your concern at hello@myfloristdiary.com or +6010-3213295 and we will be happy to assist you.

4) How long will the refund be?

We will reimburse you no later than 30 days from the day on which we agreed to refund you. 

5) Can I cancel my order?

You can cancel your order (with reason) before we purchase the required materials to satisfy your order. You must inform us of your decision at least 3 days before the intended delivery date at +6010-321 3295.

Sorry to inform that you are not entitled to cancel your order if we have already purchased the required flowers and/or item(s) to satisfy your order. 

6) Will I be charged when I cancel my order?

For order cancellation, you will incur a processing fee of 20% of the total purchase amount (including delivery fee) for each refund made. Alternatively, upon agreement by both parties, you can postpone the order to the next time without cancelling the order, in the event the required materials have not been purchased by us.