Order, Delivery & Refund Policy

1. Order Policy

  • Please ensure the full delivery address, including postcode, is correctly entered. BloomHouse is not responsible for failed deliveries due to incorrect information.
  • By completing an order, you agree to be bound by BloomHouse’s Terms & Conditions as outlined on our website.
  • Orders are subject to acceptance. You will receive an email confirmation once we begin processing your order. Only then will a contract be formed.
  • We may require orders to be placed at least 24 hours in advance. While 1–2 days’ notice is preferred for optimal freshness, it is not always required.
  • Same-day orders are processed immediately and usually cannot be changed or canceled.
  • Due to the urgent nature of floral deliveries, orders in process, en route, or delivered cannot be canceled or modified.

2. Delivery & Return Policy

  • Standard Delivery Hours: 10:00 AM – 6:00 PM (subject to delays during peak periods).
  • No specific time slots available. This ensures fairness and operational efficiency for all customers.
  • A valid contact number for the recipient is required. If unreachable after several attempts, BloomHouse is not liable for failed delivery.
  • Please notify us if the recipient is unavailable during certain times. We will pass this as a remark to our dispatch team (note: this is not a guaranteed time slot).
  • We are not liable for delivery failures caused by restrictions (e.g. building security or reception).
  • Timely delivery is not guaranteed in cases of severe weather, floods, or other natural disasters.
  • We are not responsible for delays due to incomplete or incorrect addresses or situations beyond our control.
  • Perishable Products: Returns are only accepted if the flowers are in poor condition due to delivery issues. Notify us within 2–3 hours of receipt with photo evidence.
  • Orders are delivered once only. If the recipient is unavailable, items will be returned to BloomHouse. A pickup notice will be issued and any second delivery will be charged to the sender.
  • Delivery is available within Klang Valley only.
  • No refunds or returns will be accepted unless the bouquet is in an unpresentable condition (e.g. mostly wilted or not bouquet-form on arrival).
  • For returns or complaints, please email us immediately with photos attached. Further investigation will follow. Refer to the Return & Refund section in our FAQ for more details.

3. Refund Policy

  • It is the sender’s responsibility to inform the recipient about the delivery. If left in a "safe place" upon sender's request, BloomHouse is not liable for the item thereafter.
  • A second delivery attempt may be made. If still unsuccessful, no refund will be issued.
  • No refunds will be provided if the recipient refuses to accept the flowers.
  • If the buyer collects the bouquet and delays delivery to the recipient (e.g. the next day), BloomHouse is not responsible for product quality. Please store the bouquet in a cool, well-ventilated area. Do not expose to heat, sunlight, or damp conditions.
  • No refund or exchange is available under such conditions of mishandling.
  • If a return is accepted and a refund is approved, it will be partial only and does not include return postage.
  • Handling/processing fees may apply and vary based on the situation. If such fees are applicable and unpaid, the refund will not be processed.