Terms & Conditions

By placing an order on Luna Floral Atelier’s website, you are agreeing to the following Terms and Conditions:

Luna Floral Atelier reserves the right to supplement and amend the Terms and Conditions without prior notice, on which you are permitted access to the Luna Floral Atelier website and/or Luna Floral Atelier services from time to time. It is your sole responsibility as a customer to review the Terms and Conditions on each occasion you access the Luna Floral Atelier website. 

We do not guarantee that our website, mobile applications or services will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors or interruptions. Additionally, we reserve the right to suspend, restrict or terminate access to the Luna Floral Atelier website, mobile applications and/or the Luna Floral Atelier services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them.

That said, we hope your experience with Luna Floral Atelier is a pleasurable one.

Order Acceptance Policy

In order to place an order, we require your name, email address, payment details and the details of the order. You do not need to create an account with us, but we will store the details of your order on our system in order to process this, and full details of how and where your data is stored can be found in our Privacy Policy.

However, it is advisable to create an account with us so your shopping experience at Luna Floral Atelier will run smoothly. Customers with a registered account will be automatically enrolled on our Luna Floral Rewards Program where they will enjoy members-only perks.

Once an order has been successfully placed and accepted, we will send you an order confirmation email to the email address entered during the checkout process. If you do not receive this email, please contact the Customer Delight Team at lunafloral.my@gmail.com to check that the order has gone through and ensure you receive the email.

All orders and subscription requests received are subject to acceptance by Luna Floral Atelier, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Order Changes

If you wish to change your order, you will need to inform our Customer Delight Team A.S.A.P. at lunafloral.my@gmail.com with your new order details. We will do our best to accommodate your last-minute changes. You can also change the details by logging in to your registered Luna Floral Atelier Account at www.lunafloral.my.

However, we can only guarantee changes (including delivery address & card message) if they are requested before 10:00 AM and at least 3 days before the delivery date. As for changes during peak periods or special occasions (e.g. Valentine’s Day, Mother’s Day, Christmas, etc.), we process orders earlier than usual to account for the large volume of deliveries. Therefore, you’ll have to request at least 10 days in advance.

Delivery Policy

Luna Floral Atelier provides delivery services to Klang Valley (Kuala Lumpur & Selangor) areas. However, there is an additional surcharge for certain far-off locations based on your delivery area, which will be automatically shown during checkout. Our delivery time is between 11:00 AM to 6:00 PM only.

As a part of the checkout process, you will be able to select your preferred delivery date. We provide same-day delivery for orders made before 12:00 PM. However, please bear in mind that only certain products are available for same-day delivery.

As for Cakes & Desserts, customers are advised to pre-order at least 3 DAYS IN ADVANCE. To ensure your cakes and/or desserts arrive on time, please plan ahead and place your order early.

You will receive a confirmation email once the order is out for delivery and also when the order is delivered. Tracking can also be done via the tracking page, however, real-time tracking is not available at the moment.

Cancellation Policy

One-off orders can be cancelled by 9:00 AM, 3 days before the intended delivery date and a full refund will be issued. However, it's ADVISABLE to put your order(s) on hold instead. This enables you to reschedule your order to another date and prevent mishaps.

Do note that changes in the amount charged may apply in different situations and shall be determined when necessary. Fees for orders that are already out for delivery will be higher.

As for cancellations during peak periods or special occasions (e.g. Valentine’s Day, Mother’s Day, Christmas, etc.), you’ll have to request at least 10-12 days in advance. You can cancel by contacting our team via email (lunafloral.my@gmail.com) or phone (+6014 9134145), from Monday to Saturday, 9:00 AM - 5:00 PM.

Return & Refund Policy

Please understand that due to the perishable nature of flowers, real and fresh flowers will never be 100% perfect. There will always be flaws and imperfections within and they are inevitable as flowers are cut and removed from their roots. Thus, we are unable to accept returns and refunds without valid reasons. 

Refunds or replacement flowers are only accepted, if and only if, the flowers are not delivered to an acceptable quality. Do note that it is the responsibility of the recipient to care for the flowers once it has been delivered.

To be eligible for returns and refunds, you need to state your case within 2 - 3 hours upon delivery of your flowers – subjected to a mandatory review and investigation process by our Team. In your report, kindly provide us with your order number, pictures of the defective product (from different angles), and reasons why are you requesting a return or refund. You may issue your report via email (lunafloral.my@gmail.com) or WhatsApp (+60149134145).

The following are exceptions to our Return & Refund Policy:

  • Discounted or sale items

  • Bundles

  • Gift sets 

  • Products with missing cards

  • Returns are accepted on a “quality” basis only –  issues of “not liking” the arrangement are not eligible for a return

Please read our full Return & Refund Policy here.

    Flower Substitution Policy

    All products are subject to availability. We reserve the right to substitute a product of equivalent value and quality without any prior notice. In terms of custom requests, we will do our best to accommodate your requests. To avoid mishaps, kindly contact us at least 1 week before the preferred delivery date, so we can ensure things run smoothly and your order arrives on time. 

    Pricing & Information

    All pricing is subject to change and excludes delivery charges unless stated otherwise. For all prices, products and offers, Luna Floral Atelier reserves the right to make adjustments due to changing market conditions, product discontinuation, manufacturer's price changes, errors in advertisements and other extenuating circumstances.

    Payment

    We never store or have access to your credit or debit card details. We accept Visa and MasterCard credit and debit cards as well as E-Wallet such as GrabPay, TouchNGo, etc. 

    If you create an account and enter your payment details, your card details will be stored securely by iPay88 so that you can check out on future visits without re-entering your card details.

    For all gift bundles, your credit or debit card will be billed upfront on checkout for the entire cost of the subscription. 


    About Our Flowers

    Freshness

    Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please let us know by contacting us via email at lunafloral.my@gmail.com or WhatsApp (+60149134145). If, at our sole discretion, the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email or WhatsApp us photos of the flowers within 2 - 3 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 7 working days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

    Damage

    While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email / WhatsApp us photos of the damaged flowers in question within 2 - 3 hours upon receiving the flowers in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 7 working days. Please note that banks might take an additional 3 - 5 working days to refund the amount to your card.

    Non-Delivery

    While we do everything we can to make sure our flowers are delivered, sometimes mistakes do happen and deliveries don't turn up. If we fail to deliver your order (i.e. if your flowers have not arrived within 1 day of the intended delivery date) we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount within 7 working days. Please note that banks might take an additional 3 - 5 working days to refund the amount on your card. 

    Flower availability and substitution

    All floral products are subject to availability. 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 premium-quality standards, we reserve the rights, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

    Offers And Promotion Codes

    At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

    In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

    We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

    Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Luna Floral Atelier service, and are only available once to any one household.

    Discounts and credits cannot be used in conjunction with any other offers.

    Except where otherwise stated, discounts and credits are available only once to any one person.

    We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.

    Discounts and credit can only be redeemed online at www.lunafloral.my 

    Circumstances Beyond Our Control

    Adverse weather conditions

    During adverse weather conditions (including but not limited to heavy rain or flooding), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

    Force Majeure

    Luna Floral Atelier 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 Luna Floral Atelier's reasonable control.

    Customer And Recipient Personal Information

    1. To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

    2. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

    3. During the checkout process, we ask for the following personal information:

      1. Customer's email address We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.

      2. Customer's full name and address We will use the customer's address for marketing communications from time to time.

      3. Customer's telephone number We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

      4. Recipient's full name and address We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

    Intellectual Property

    1. All trade marks, logos, content (including our website’s structure and layout), graphics, images, photographs, animation, videos, text and software used on this site are our intellectual property or that of our suppliers, partners or other users. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.

    2. You must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.

    3. You license (i.e. permit) us to use your user generated content both on our own website and also, for marketing purposes, on other channels including different websites, social media and emails. User generated content includes but is not limited to your comments, photos, recipe ratings and reviews.

    Governing Law

    These Terms shall be governed and construed in accordance with the laws of Malaysia without regard to its conflict of law provisions.

    Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Service, and supersede and replace any prior agreements we might have between us regarding the Service.

      Registered Office And Trading Address

      Luna Floral Design. G-3, Jalan SS7/13b, SS7, 47301 Petaling Jaya, Selangor D.E, Malaysia.