Terms & Conditions

Order Acceptance Policy

By placing an order with Bloom 19, you acknowledge and agree to the following:

* All orders are subject to availability and acceptance by Bloom 19.

* We reserve the right to decline or cancel any order for any reason, including but not limited to product unavailability, inaccuracies in pricing or product information, or suspicion of fraudulent activity.

* Upon order acceptance, you will receive a confirmation email or notification with the details of your order.

* We recommend placing your order with Bloom 19 at least 24 hours in advance to ensure optimal freshness. While ordering in advance is preferred, we understand that it may not always be necessary for all floral orders.

* For same-day orders, please note that they are processed immediately and typically cannot be changed. Due to the urgent nature of florist-delivered products, we are unable to cancel or modify orders that are already in process at the florist, en route, or delivered.

* Any changes to specific details such as the recipient's address, messages, or other specifications must be made at least 3 days in advance or the day before the scheduled delivery.

Cancellation Policy

Orders can be canceled by sending us a Whatsapp message at +60122162128 by 10AM three (3) days before your delivery date. Upon confirmation by our Customer Service, payments will be refunded in store credit ONLY. This credit will have a standard expiry date of three (3) months and can be used to purchase any product in our store. Any leftover credit can be used for subsequent purchases.

Self-Collect Policy

The self-collect option is available for all products from Mondays to Saturdays, excluding public holidays. Please take note of the following guidelines for self-collection:

* Operating Hours: Self-collection can be done during our operating hours, which are from 10 AM to 6 PM.

* Collection Methods: You or your representative (such as a relative, friend, or Grab Delivery) may collect the order in person.

* Order Confirmation Email: When collecting your order, please present your order confirmation email, which includes your name, order number, and other relevant details, as proof of identity.

* Latest Collection Time: The latest time to collect your order will be 6 PM on your selected date. If you or your representative are unable to collect within this timeframe, please Whatsapp us at +60122162128. Our Customer Service team will assist you in making alternative arrangements.

• Unclaimed Orders: If self-collection is not completed and we have not received any request via call, WhatsApp, or email from you by 6 PM on your selected self-collection date, your order will be disposed of for space and hygiene purposes.
  
  

Delivery and Return Policy

* Standard Delivery Schedule - Our standard delivery service is typically completed between your SELECTED TIME FRAME. During peak periods, such as holidays or busy seasons, our delivery services may be extended until 8:00 PM to accommodate the high volume of orders.

* No Specific Time Deliveries - To maintain fairness to all our customers and ensure operational efficiency, we do not provide specific time deliveries.

* Receiver's Contact Number - We require buyers to provide the receiver's contact number to facilitate delivery. If our dispatcher is unable to locate the receiver after multiple attempts, Bloom 19 and our collaborative dispatchers will not be held liable for the failed delivery. Buyers are responsible for informing us if we should not contact the receiver through our customer service platforms.

* Timing Notifications - Buyers are required to notify us if the receiver will not be available or will leave the area, enabling us to provide remarks to our dispatchers. Please note that such remarks are not a guarantee or promise of delivery within the specified time slot but serve as a reference. We only accommodate urgent order remarks and cannot entertain casual requests for specific time slots due to limited dispatchers and the need to prioritize fairness among all customers.

* Restrictions by Receptionist or Security Guard - While we make every effort to ensure the receiver personally receives the delivery, we may be unable to do so if there are restrictions imposed by the receptionist or security guard of the building or neighborhood.

* Delivery Timing Guarantee - We do not guarantee delivery to be on time, particularly in the event of severe weather conditions or natural disasters such as heavy storms or floods.

* Responsibility for Late Delivery - We will not take responsibility for late deliveries caused by adverse weather conditions, incomplete or incorrect delivery addresses, or any other causes beyond our reasonable control.

* Return Policy - Bloom 19 flowers/bouquets are highly perishable items, and therefore, no returns will be accepted unless the flowers are in very poor shape or condition due to the delivery process. It is advised for the receiver and/or sender to inform us immediately (within 2-3 hours of receipt) to ensure fairness in assessing the bouquet's condition upon receiving. Reports made 2-3 hours after receiving will not be entertained, as it is unreasonable to judge the condition from that point onward.

* Second Delivery Attempt - Orders are delivered once, and if the recipient is not available at the designated location, the flowers/bouquet will be returned to Bloom 19. A notice will be sent to inform the recipient/sender to self-pick up the flowers/bouquet from Bloom 19. The sender is responsible for bearing any delivery cost for a second delivery attempt.

* Delivery Area - Our delivery area currently covers Klang Valley & Selangor only. We do not deliver to other states at the moment to ensure the flowers/bouquets we deliver are in their best condition.

Refund Policy

* Perishable Nature of Flowers/Bouquets - As flowers/bouquets are highly perishable items, it is impossible to offer any return and refund unless the bouquet you receive is in a very poor shape or form, such as when the product can no longer be described as a bouquet or when most of the flowers are wilted upon receipt.

* Refund Process - If you receive a bouquet in a very poor shape or form, please Whatsapp us immediately with the attached photos. We will conduct an investigation, and further actions will be taken accordingly. 

Flower Availability and Substitution

We strive to provide you with the freshest and highest quality flowers for your orders. However, please note the following:

* Availability - All products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers do not meet our high quality standards, we may need to make substitutions.

* Substitution Policy - We reserve the right, at our absolute discretion, to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality. This allows us to ensure that your order is fulfilled with the best possible flowers available.

* Similar Style and Quality - When making substitutions, we carefully select alternative flowers that closely match the original in terms of style, color, and overall aesthetic. We ensure that the substituted product maintains the same level of quality or exceeds it.

* Customer Satisfaction - Our goal is to provide you with a beautiful and satisfying floral experience. We always strive to ensure that any substitutions made are appropriate and enhance the overall arrangement.

We appreciate your understanding and trust in our expertise to deliver the best possible floral arrangements. If you have any specific preferences or concerns regarding substitutions, please feel free to communicate them with us, and we will do our best to accommodate your requests.