HAVE QUESTIONS?

Feel free to browse through our products & service FAQ:

ORDER FAQ

I have problem placing order through Lartiste Online Webstore.

Please contact us @ +6018 767 0266 directly.

Do you have ready stock for walk-in customers?

Our fresh flowers order is on pre-order basis. You will need to place an order before 12:00 noon in order to get your gift on the same day (For “Same Day Delivery” Products only).

For other pre-made gift items, please contact our careline @ +6018 767 0266.

Can I walk in to Lartiste Studio to make an order or purchase?

– We strongly advised our customers to call our careline @ +6018 767 0266 prior to your visit. Most of the time, we don’t have ready-stock bouquets or fresh flowers available for customer selection.

– If you would like to pick up a bouquet direct from our studio, please contact us @ +6018 767 0266 for pick-up arrangement.

– For customized order, we encourage customer to pre-order with us a few days before your preferred delivery date.

 

Gift Card Message and Privacy

– Please remember to remark your Gift Card Message during Check Out. If you would like to leave blank on Gift Card, please put a “.” at the message box.

– We will attach your Gift Card Message on your bouquet / gift set. If you will need extra privacy (such as not to expose your personal message), please remark at the order note.

 

Why should I provide recipient contact number and name?

– Recipient name and contact number is crucial for us to communicate for delivery arrangement and to avoid failed delivery attempts due to various unforeseen reasons (e.g. on MC, not in town, not convenient etc. We will not reveal what we are sending or who is the sender)

– If the recipient is not convenient to accept a delivery on the selected date, we will contact the sender again for reschedule arrangement. (In this case, sender might need to bear for extra cost if we will need to replace perishable products like fresh flowers in order to delivery only the best fresh flowers goods to the recipient.)

I would like to order special flowers / seasonal flowers.

– Special flowers which are uncommon (such as lilies, tulips and sunflowers) are subjected to availability from our supplier. You are required to place an order at least 2 days prior to the preferred delivery date.

– Special customized / personalized order for celebration or special occasion, please let us know at least 2 weeks earlier to ensure smooth preparation and on time delivery of the products. You can contact our careline @ +6018 767 0266 directly.

CANCELLATION, RETURN & REFUND FAQ

Can I cancel my order after Confirmation of Order or after order delivered?

– Cancellation is not allowed upon confirmation of Order and payment made.

The recipient refuse to accept the item.

– We will not be responsible or entertain a refund if the recipient refuses to accept the item in whatsoever reason.

HELP! I would like to cancel the order after confirmation & payment made.

– We will only consider a cancellation request if it is made at least 2 days (48 hours) prior to the delivery date. No cancellation will be entertained once we have started to prepare the bouquet. A processing fee / surcharge of 20% on order amount will be impose for cancellation of order.     

How long does it take to process a cancellation and get back my refund?

– It takes about 2 weeks (14 days) to process your cancellation and refund back the money to you (Total refund = Total order – processing fee 15%).

Situation where cancellation & refund is not applicable:
  • Cancellation request is made less than 2 days (48 hours) of the desired delivery date;
  • After delivery attempted
  • Recipient refuse to receive the goods
  • Delay of delivery due to unforeseen reasons
  • Defect item which is not caused by the dispatch and/or us

PAYMENT FAQ

What is the payment option available?

– We encourage online payment method. You can pay online using credit & debit card and Direct Bank Transfer (FPX) during the Cart Checkout. (through SenangPay payment gateway)

– We insist on Payment upon order confirmation. If you are facing difficulty on payment arrangement, please contact our careline @ +6018 767 0266.

Is COD (Cash on Delivery) available?

No, we don’t accept cash on delivery or cash upon pickup. All payment must be made upon confirmation of order.

SHIPPING & DELIVERY FAQ

How do I know if my order has been delivered?

Our customer care team will send you a notification once your order has been received by the recipient. Alternatively, you can check your order history page.

 

5. Can I choose a specific timing for delivery?

– Yes you can, kindly text our customer support at 018-7670266 with your order number, we will do our best to arrange.

Is there any charges for re-arrange delivery?

– If your change of delivery request is made 2 days before selected delivery date, we will do our best to re-arrange for you.

– If the change request is made on the appointed delivery date, a surcharge of RM15.00 is applicable. Please contact careline @ +6018 767 0266 on the possible arrangement.

– If re-delivery is made on the next working day, we shall, at our discretion replace all perishable items such as flowers, fruits, cakes and more. These replacements shall be charged as appropriately.

– Re-arrangement of delivery will not be entertained once the delivery has been attempted.

What is the preparation time frame for your order?

– We encourage everyone to make purchase at least (1) day prior to the selected delivery date, or before 12:00 noon for the same-day delivery. (Applicable for “Same Day Delivery” products only.)

– There are some bouquets / gift products that might need extra preparation time, our customer service will contact you if the delivery date is not possible / a seasonal products which is not available.

– Feel free to contact our careline before you confirm an order.

How your bouquet / order will be delivered?

– We hire dispatching team to perform delivery on their trusty motorbikes to reach the recipient on time. Please bear with us if there are slightly delay due to unforeseen reason like impromptu traffic jam, bad weather or accident on the road. We will ensure our dispatch team doing their best to deliver the bouquet.

– Currently, we only deliver to areas within Klang Valley.

How if the recipient do not answer call upon delivery?

– For office with receptionist, we will leave it to the receptionist;

– For office without receptionist or home base delivery, we will call the sender to decide;

Option1 – Leave it to the guard house (for gated / guarded residence)

Option 2 – Schedule a pick up on your own from our studio, delivery charges will not be refunded in this case.

Option 3 – Leave it to a middle man (sender please communicate with him/her)

Remarks: If the sender do not pick up call after 3 attempts and we unable to reach you, we will decide to return the item back to our studio. Sender will need to arrange for self pickup and bear the cost of delivery for second delivery attempt.

How if I would like it to be a surprise?

– We understand that you might want to surprise your recipients. In this case, you might provide another contact person (Name & contact number) who will be able to receive it on behalf. Please communicate with this middle man before you decide your contact person.

Kindly read through our FAQ page and Terms & Conditions page before proceed to made an order. If you have any doubt in our service terms, please feel free to contact our our careline @ +6018 767 0266.

Thank you for your support!