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All You Need to Know
Answers to your often-asked questions.
1. What is Love.com.my?
For current practical purposes, this is an online florist providing quality products for excellent value. However, Love.com.my is a seedling website with the aim of flourishing into a full-grown community. To this end, we are feeding it with our love and care, nurturing and nourishing it as it grows. Who knows what strange and fruitful plant it may flower into?
2. When will the products be delivered, if I buy on a particular day?
We provide 24-hour delivery services every day, including all public holidays. Generally, we will deliver your product within 2 hours of your order finalisation. For floral emergencies, we also offer a special Express Delivery, for only RM50.00 extra the ordered item will be delivered within 60 minutes of your order finalisation (provided the delivery location is within 30km of one of our hubs, see the list).
3. Why is it your flowers are so much more affordable than other retailers?
There are four good reasons why we can offer so much more value for money. Firstly, we are farmers and whenever possible will supply you with flowers we grew with our own hands, meaning there are no second-parties to be paid.
Secondly, thanks to the wonderful community driving this website, and our positive reputation, we don't need to spend any money on bothering you with pesky adverts; word-of-mouth is enough. Thirdly, as we're online, this means no money needs to be spent on printing brochures or catalogues, all the information you need is available and kept up-to-date on our website 24/7. Lastly, we truly believe in the goodness of giving, for birthdays, romantic or other special occasions, so we do our utmost to pass savings on to you, so that you may give and receive more.
4. What other services do you offer?
We are adding more and more products daily to our ever-growing website. Knowing how important it is to customise gifts for their recipients, we try our best to accommodate if you have any special or specific requests. With that in mind, please do not be afraid to tell us what we can do to help; everything will be kept private and confidential.
5. Whom do I call if my ordered item is not delivered on time?
You can use our Real Time Order Tracking system by keying in your email address and the serial code which will have been provided to you when you placed an order, or give us a call on our hotline 03-6200 9900 to check with us whether our delivery person has encountered some sort of difficulty in delivering punctually. Late deliveries are exceptions rather than the norm; we appreciate you letting us know if the order is late, even if it’s not a problem for you, so we can take steps to make sure it does not happen again.
6. What forms of payment do you take?
We accept Visa/MasterCard Credit Cards, Maybank2U, CIMBClicks and Public Bank payments. Cheques are acceptable for business and corporate clients. Please see our Payment Page for further information.
7. From your URL I expected a website filled with love-related stories, or a community site. Why isn’t it?
We count ourselves lucky to have such a unique URL as Love.com.my, but it is a daunting task to provide everything everyone wants from such a place from the very beginning. The scope that LOVE covers is from one end of a rainbow spectrum to the other - it’s endless. We thought we had to begin somewhere, and we thought of Valentine's Day. As the celebration for lovers, worldwide, it seemed best that we start with flowers. As we grow as a website, we hope to provide all the love-related services you could ask for. Stick with us, we might surprise you!
8. What is “product substitution”?
Flowers are not produced in a factory, but grown naturally and as such, our product designs may vary and certain products might not always be available in certain locations. While this regrettable circumstance is rare, for legal reasons we at Love.com.my reserve the right to substitute with another product of the same value and beauty.
9. Refund Policy
If your order was unsatisfactory, you may request a refund by submitting a request within 24 hours after the delivery date. Please submit your claim to order@love.com.my. In case of quality issues, after receiving the request, our customer service agents will require that you send a digital picture of the delivered product.
10. Cancellation Policy
If a cancellation request is received by us at least 48 hours before the delivery is due, the payment will be refunded in full.
These orders cannot be refunded, for what should be obvious reasons given the perishable and customised nature of our products:
◊ Cancellations received by us less than 48 hours before the delivery is due
◊ Change of recipient’s address received by us less than 48 hours before the delivery is due
◊ Incorrect or inaccurate entry of recipient’s address
◊ The order, or any part of it, is customised
11. Return Policy
We offer a 30-day money back guarantee (from delivery date) for defective and non-perishable products. Send us an email to let us know of your intentions at order@love.com.my. Once we’ve confirmed with you and approved your return request, please ship the product(s) back to us and we’ll deliver your replacement product(s) within 10-15 working days.
To return your products, please send them back in full - with the original packaging - to our business address:
KL/SELANGOR: 104A, Jalan Sultan Abdul Samad, Brickfields, 50470 Kuala Lumpur, Malaysia
PENANG: 20, Jalan Pantai Jerjak, Sungai Nibong, 11900 Bayan Lepas, Pulau Pinang, Malaysia.
JOHOR BHARU: No.59, Jalan Ros Merah 2/2, Taman Johor Jaya 81100 Johor Bahru, Johor, Malaysia.
12. Shelf life - how long can I keep the cake/cupcake/pastries in the fridge?
Our pastry and cakes are prepared without preservatives. The products should be kept chilled between 4 - 6 degrees Celsius. Please consume the products within within 3 days.
Conversion rates FAQ.
1. What does WP denote indicated in the billing details?
Love Florist Sdn. Bhd. uses WorldPay (WP) International as our Internet Payment Gateway. Part of The Royal Bank of Scotland Group, WorldPay is one of the most reputable secure payment solution providers in the world, hence a natural choice for safeguarding our customer’s sensitive credit card information. To learn more about WorldPay, please visit their website: www.worldpay.com.
2. Why do you bill in USD for credit card purchases?
Prices on Love.com.my are displayed in two currencies, in RM and USD. We use RM as this website is tailored for Malaysian customers. And because we use services like WorldPay International to process orders, we must put them through in USD as it is the currency such international organisations deal in.
3. Why is there a difference between Love.com.my’s conversion rate and that of my own credit card provider?
Love.com.my’s conversion rate is based on the average interbank exchange rate for said currency. This rate is provided by the number one exchange rate website in Malaysia, www.oanda.com. This rate may be slightly different (approx 1-3%) from the rate used by your bank, due to your bank taking a currency conversion commission. Love.com.my revises this rate every month in order to give you the most accurate possible prices.
4. Does Love.com.my gain anything from the exchange rate difference?
No, Love.com.my does not gain anything from the exchange rate difference. In fact, Love.com.my is also charged a conversion commission when the price in USD is converted to RM, at a rate of around 1-2%. On top of that, LOVE.com.my pays an additional 5-5.5% of credit card commission fees for each transaction. In total, Love.com.my puts approximately 7-8% of the value of your order towards facilitating the safe processing of your transaction.
5. Why does Love.com.my choose to bear so great an additional cost (7%), compared to that involved in a conventional retail transaction (2%)?
Online security is no joke. Love.com.my chooses to spend so much of its potential income on protecting its customers because we take you and your security seriously. This is a principle we will not sacrifice under any commercial circumstances. Until equal security can be had for less, we will continue to pay for the best.
