Terms of service

 1. Introduction

Welcome to the https://fafa.florist/ website (the “Site”) . The following terms of service (“Terms of Service”) apply to the Site,Instagram,Facebook, WhatsApp and 小红书.

In these Terms of Service , the terms ‘fafaflorist’, ‘we’, ‘our’ and ‘us’ refer to the owner of this website. Our business registration under FAFA FLORIST JM0951373-K . The terms ‘you’, ‘your’ refer to the viewer, user or customer of this website & our social media Instagram , Facebook WhatsApp and 小红书

By using the Site, you agree to these Terms of Service . If you do not agree to these Terms of Service , you shall not use this website or place order.

The Site reserves the right, to change, modify, add, or remove portions of these Terms of Service of use at any time. Changes will be effective when posted on the Site with no other notice provided.


2. Privacy

Please review our Privacy Policy, which also governs your use of the Site, to understand our practices.


3. Order Policy

1) All orders are subject to acceptance by FAFA FLORIST. Processing of payment shall not in itself constitute acceptance. FAFA FLORIST reserves the right, at our absolute discretion, to reject any order(s) without giving any reason(s). In the event of rejection(s), FAFA FLORIST will refund or cancel any payments received in full, via the payment method used to place the order.

2) All order(s) made for you are subject to stock availability. We reserves the right to cancel, amend your order in whole or in part, at any time and without any liability or compensation in the event that any product(s) is/are out of stock, damaged or spoil, or unavailable for any other reason(s).


4.  Cancellation policy

Orders paid cannot be cancelled/refund, once payment has been made. However, a voucher code with validity of maximum 3 months (expiry date will be stated clearly with voucher code), may be issued in lieu of the refund (if any).


5. Changes to your order

If you wish to change your order item or subscription, please do so by contacting us at WhatsApp +60186665319 . We will always do our best to make last-minute changes for you, but we can only guarantee changes in relation to the delivery address and card messages that are requested by (3) day before the intended delivery day.


6. Delivery policy

Our deliveries are on Monday to Sunday on our operating hours.
We do not provide specific time deliveries to maintain fairness to all our customers.  Save for circumstances specified under section ‘10.Force Majeure in these Terms and Conditions, all deliveries will be completed at on the selected delivery date.

We used Lalamove as our delivery partner, charges for delivery upon check out on our website might not be the real time charges on the delivery date ( Lalamove do have peak hour rates ). 
Any additional charges on the delivery date itself , we shall be contact you for the additional payment.  

When placing an order with us, you are responsible to ensure that the accuracy of the delivery address, contact number of the recipient as well as your daytime contact telephone number or email address so that we can notify you in the event that any delivery problems are encountered.

No refund will be issued if the flowers have been duly delivered to the delivery address as prescribed by you.

In the event that a delivery is re-routed upon the request of the order recipient /upon the request by you/rider couldn't drop the flower at premise area all re-route delivery fee will apply.

Changes of Delivery date are not allowed 2 days before delivery date , due to the perishable nature of the products.

We suggest that all bouquet delivery by using car rider .
We do not take any responsible for transportation using bike rider
( As flowers are fragile item it might be wilted , torn during rough rides )


6.1 Delivery Area

FAFA FLORIST only delivers within Kuala Lumpur and selected areas in Selangor at this moment. We do not deliver to PO boxes.


6.2 Adverse weather conditions

During adverse weather conditions (including heavy rain and flood), our delivery partners may not be able to deliver orders on time. This is beyond our control and we cannot accept responsibility for the late delivery of the order.
Therefore, in the event of adverse weather conditions, we will not issue a refund or offer re-delivery for the affected orders.


6.3 Non Delivery 

We do everything we can to ensure our flowers are delivered.
If for any reason we made a mistake and deliveries don't turn up, (i.e. if your flowers have not arrived on their intended delivery date), please contact us Whatsapp +60186665319 to inform us.

We will send you a replacement on our next available delivery date, or a refund.
If we offer you a refund, please note that banks generally take up to 7 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle.
FAFA FLORIST has no influence over these timescales.


7. Prices

All prices are exclusive of delivery charges, unless otherwise stated.


8. Return and refund policy

FAFA FLORIST guarantees that all flowers will be in good condition upon departure from our premises. Nevertheless, there may be instances where the flowers sustain damage during transfer.

As flower highly perishable nature item , we regret to inform you that we do not accept returns.

However, we do provide a full refund to customers if the product delivered exhibits more than 50% wilted flowers.

Take note that any natural markings / fold lines on the flowers natural , should not be mistaken for signs of lack of freshness.
Refer to photo below ⬇ 

In the event of any concerns regarding the delivered product, we kindly ask customers to inform us within a time frame of 2 hours following by completion of the delivery. This allows us to promptly address any issues and provide appropriate assistance.


9. Flower availability and substitution

All products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our suppliers that are needed to make up your order do not meet our high quality standards.

Below listed categories item ; 
1. Single Type Flower  
We will contact you latest on the delivery day itself. 

2. Customise Bouquet / Mixture Flower Bouquet 

If the main flower stated is not available we will contact you latest on the delivery.
We reserve the right to substitute any filler/flower that's not stated as main flower.
Without prior notice with an alternate product of a similar style and equivalent (or greater) value and quality.
Customise Size Chart Refer Here 


10.Force Majeure

Fafa FLORIST shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Fafa Florist’ reasonable control.