Delivery Policy

Every arrangement is prepared with care. This policy explains how we schedule delivery, arrange collection and help when plans change.

It applies to catalogue orders placed through our website or Concierge, and to bespoke, event, corporate and other individually quoted orders, unless your quotation or order agreement expressly states otherwise. Please also read our Refund & Cancellation Policy. Nothing in these policies limits rights that cannot be excluded under applicable law.

Delivery areas and charges

Normal delivery is available to eligible addresses within our local delivery zones. Coverage and the delivery charge are checked against your delivery address when ordering. Our service radius uses straight-line distance, rather than driving distance.

Addresses outside normal coverage require a special arrangement and separate quotation. This also applies to requests elsewhere in Malaysia or overseas; catalogue products are not automatically available for delivery to every destination.

A paid early or late delivery window adds the following surcharge to the base delivery fee:

Delivery zone fees and time-window surcharges are subject to change without further notice. Your order uses the fees confirmed when it is placed. The last-updated date appears at the end of this policy.

The delivery charge and any selected window surcharge are shown when ordering. An address correction or a further delivery attempt may incur an additional charge. We will quote redelivery charges for the sender's approval before proceeding.

Delivery dates and timing

Delivery windows run from 7am to 10pm, every day, subject to availability. Public holidays do not, by themselves, reduce delivery availability. Special blocked dates may be shown when you place your order. All times are Malaysia time.

For standard windows without a surcharge, we work hard to arrive within your selected hour. These windows are arrival targets, not guaranteed times. Delivery may be earlier or later because of traffic, delivery conditions or last-minute changes.

For a paid early or late window, we commit to delivery within the selected window. If delivery is late, you may request a refund of that window's surcharge. Requests are investigated and do not qualify where the delay results from last-minute customer changes, an incorrect address or the recipient being unavailable. Early arrival does not qualify for a surcharge refund under this arrangement.

This surcharge remedy covers the paid window surcharge, rather than the full order price. Any additional timing commitment expressly agreed when ordering will be handled according to that agreement, without limiting applicable statutory rights.

Made-to-order preparation and payment

Our catalogue floral products are made to order, with preparation within 24 consecutive hours after payment has been received. This is preparation time, not a promise of delivery within 24 hours. Your available delivery date and window are selected separately.

GIRO transfers and other payments that do not appear immediately may require manual checking. Verification can delay the start of preparation. If this makes your selected delivery window unachievable, we can agree a later window or cancel the order with a refund.

You may request delivery with less than 24 hours' notice through Concierge. Acceptance depends on availability. Advance and large orders may have a different preparation or delivery schedule, clearly stated when the order is agreed.

For orders with a final grand total above RM10,000, a 50% deposit is required to confirm the order. The grand total is calculated after discounts and includes delivery fees and surcharges. Preparation begins once the deposit is received and verified; the balance must be received before dispatch. Orders with a final grand total of RM10,000 or less require full payment before preparation. A quotation may expressly provide different payment terms. Late receipt of the balance can delay dispatch and delivery.

Changing an order

Please contact Concierge with your requested changes.

Last-minute changes may delay delivery. Cancellation and refund eligibility depend on the work already undertaken, as explained in our Refund & Cancellation Policy.

Recipient availability and access

Please provide a correct address and reachable recipient contact details, together with any relevant building or venue access instructions.

On arrival, our driver will contact the recipient and wait for no longer than 15 minutes. If the recipient cannot be reached, we will look for an available alternative, such as security or a designated delivery drop-off area. We will obtain the sender's confirmation before using that alternative.

If neither the sender nor recipient can be reached and a suitable, sender-approved handover cannot be arranged, the order will be returned pending a new delivery arrangement. Additional charges may apply.

For an incorrect address, we will contact the sender to correct the details, with additional charges. For a refused delivery or venue access restriction, we will contact the sender on the spot to discuss the next step. If there is no response within 15 minutes, the order will be returned.

Any redelivery is subject to scheduling and the sender's approval of the quoted charges. If those charges are declined, the order will be returned. Collection may instead be arranged by appointment. The cancellation rules in our Refund & Cancellation Policy continue to apply.

Collection and returned orders

Collection is by appointment only, subject to availability, during our operating hours: Tuesday–Sunday, 10:30am–6pm. The collection address is shared privately after your appointment is confirmed. These are collection hours; delivery operates on the separate schedule above.

If an appointment is late or missed, collection may need to move to the next available hour or day.

For fresh flowers returned during operating hours, our standard holding period is until the end of the same working day. If an order is returned outside operating hours or on Monday, collection can be scheduled on the next working day, subject to an appointment and your signed acknowledgement of the effect on freshness. Collection is available during operating hours only.

Freshness may be affected when flowers are received after the intended delivery date. If you ask us to keep fresh flowers longer, we require written acknowledgement that you understand they may no longer be in their best condition, and agreement on the later collection time. This acknowledgement concerns deterioration associated with the requested delay; it does not remove applicable rights relating to an existing defect or our own failure.

Artificial arrangements may be held for up to 30 calendar days from the return date, including working and non-working days.

If we receive no response for 24 hours when arranging the return or collection of fresh flowers, the flowers will be disposed of without further notice. This no-response rule does not replace a later collection time already agreed with you.

For an artificial arrangement that remains uncollected, we will contact you on the 30-day due date before disposal. If we cannot reach you, the arrangement will be disposed of without further notice.

These arrangements concern uncollected orders following a failed delivery. They do not limit applicable rights relating to a defective order or a failure by Ling Flowery.

If something is wrong

If an order arrives damaged or incorrect, either the sender or recipient should contact Concierge within 30 minutes of arrival, provide a photograph of the whole arrangement and retain the flowers. We may arrange collection at no charge if needed for our investigation.

You may still contact Concierge urgently for a problem discovered later or outside operating hours; the same evidence and possible collection requirements apply. The reporting request does not remove applicable statutory rights. Our Refund & Cancellation Policy explains the available remedies.

Contact Concierge

• Telephone: +60 11-5433 2319
• Email: concierge@lingflowery.com
• Operating and appointment hours: Tuesday–Sunday, 10:30am–6pm

Please include your order reference when contacting us so we can help you promptly.

Changes to this policy

Ling Flowery reserves the right to amend any or all terms of this policy at any time without prior notice. Revised terms apply to orders placed after the updated policy is published. Existing orders remain governed by the terms confirmed when they were placed, unless a change is agreed with the customer. Nothing in this clause limits rights that cannot be excluded under applicable law.

The date below shows when this policy was last updated.