Refund policy

Cancellation Policy

On-demand orders can be cancelled by 10am, one (1) day before the intended delivery day. A processing fee of RM 10 will be imposed on each refund made. Cancellation can be made by contacting hello@tailored.asia

 

Abuse & Fraud

We reserve the right, at our absolute discretion to hold your order if it’s suspected of abuse or fraud until further investigation is made.

  

Freshness

We promise to send you the freshest of flowers and this would mean that they will occasionally come in bud form which will last much longer. If you receive flowers that do not seem fresh, please contact our customer care at hello@tailored.asia to inform us immediately. If, at our discretion, the flowers do not meet our high freshness standards, we will give you the choice of a replacement at our next available delivery date or a refund. In your email, please include a photo of the un-fresh flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 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. Tailored Floral has no influence over these timescales.

 

Damage

Our flowers are packed carefully to ensure they arrive as beautiful and fresh when they left us. However, 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 our customer care at hello@tailored.asia to inform us immediately so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 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. Tailored Floral has no influence over these timescales.

 

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 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.

 

Returns

Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.

 

Circumstances Beyond Our Control (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 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.

 

Circumstances Beyond Our Control (Unexpected Event)

Tailored Floral 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 Tailored Floral’s reasonable control.