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Delivery policy
  1. Free same-day delivery to KL & PJ for orders made before 1:00 Pm. Bouquet will be delivered anytime during office hours (11:00am - 6:00pm).
  2. Free delivery is ONLY for Flower/Cake orders. Chocolates, cards, balloons etc. ordered on their own DO NOT have free delivery. Please call us for more info.
  3. For same-day deliveries the cut-off/last order time is 01:00 pm. All orders after this will be delivered the next working day
  4. Special delivery is for delivery on specific time, orders to be delivered between 6 pm - 10 pm, Sundays, public holidays.
  5. Special delivery carries a charge of RM30 non-refundable.
  6. Although our team will always try our best to ensure punctual delivery for our customers, Carnations cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the road system (Highway) that we use or anything else outside of Carnations’ control.
  7. In the event of a non-delivery, please contact us at sales@carnations.my. It is the customer's responsibility to contact us within 1 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.
  8. If you change address, you must update your address details on the "My Account" section of the website to ensure that no deliveries are sent out to the wrong address. Please ensure this is done 24hrs/ one (1) day before the intended delivery day. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
  9. We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the delivery service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.
Return Policy

Our promise, returns and refunds

Delighting customers is our ultimate aim. We always strive to deliver fresh flowers at its best condition and on time.

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 sales@carnations.my 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. Carnations.my has no influence over these timescales.

Damage

Our flowers are packed carefully to ensure they arrive as beautiful and as fresh as 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 sales@carnations.my 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. Carnations.my has no influence over these timescales.

Non Delivery

We do everything we can to ensure our flowers are delivered. If for any reason we made a mistake and deliveries don't turn up, (i.e. if your flowers have not arrived within 3 days of their intended delivery date), please contact our customer care at sales@carnations.my to inform us. We will send you a replacement on our next available delivery date, or 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. Carnations has no influence over these timescales. Returns Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.