FAQ
ORDER
What flowers & gifts can I get?
At Autumn Florist, we offer flowers & gifts in all designs and occasions. For something classic, go for our popular flower bouquets. If you want something premium, we recommend our signature Flower Box.
Need to send flowers for shop openings? Shop our grand opening flower stands. How about sending condolences? We have funeral flower stands.
How do I make an order?
First time shopping with Autumn Florist Studio? We’re happy to have you on board! Just visit our website at autumnflorist.com to place your order. It only takes 5 easy steps!
Step 1: Select the product you like
Step 2: Select your delivery date
Step 3: Add to cart and add-on items (if any)
Step 4: Insert your billing and shipping details
Step 5: Make your payment and we’ll be creating your special gift for you
You’ll receive an order confirmation sent to your email with an order number.
Need help?
Phone: +60193360807
Whatsapp: Talk to Us
Can I order via phone/Whatspp?
You’ll have to make your order online on the Autumn Spring Florist website at autumnflorist.com to enjoy the best shopping experience. However, if you need help, we’re always happy to assist.
Whatsapp: Talk to Us
What is your cut-off time for online order?
Our cut-off time for same-day delivery is 12:00 PM. If you place an order after12:00 PM today, you’ll only be able to select tomorrow’s date as the earliest delivery date. We currently deliver from Monday to Sunday, 7 days/week. Kindly place order before the time stated for same day delivery.
Can I change my order details?
Yes, you can but you’ll need to inform us ASAP. If you’d like to change your order details, please contact us with your new order details. We will do our best to accommodate last-minute changes, but we can only guarantee changes (including delivery address & card message) if they are requested before 10 AM or 1 day before the delivery date. For changes on special occasions, you’ll have to request at least 3 days in advance (eg for Valentine’s Day on 14 Feb)
Can I pick up my order from your store?
Yes, self pick up is available but required manually order through WhatsApp, FB Messenger, Instagram and Xiao Hong Shu Inbox.
Where can I get a coupon code?
Coupon codes are usually distributed through our social media platforms, email subscribers and collaborating partners.
I can’t seem to check out/process my order?
There are a few reasons that may cause this error, you may refresh the page and try again. If for the second time you are still unable to checkout, kindly contact our customer service so they can place the order on your behalf.
Whatsapp: Talk to Us
Can I customized a bouquet?
Certain flowers are subjected to availability from our suppliers. You may need to contact our customer service to check and to place an order. Please contact us at least 1 week before preferred delivery date.
Drop us a message on Whatsapp and let us help you create a unique, breathtaking flower arrangement.
DELIVERY
Where do you deliver?
We provide delivery to Klang Valley (Kuala Lumpur & Selangor) areas. For certain far-off locations, there is an additional surcharge based on your delivery area (automatically shown during checkout).
Can I choose a specific delivery time?
Please note that our delivery is a standard timing between 10 PM to 6 PM .
You may contact us for any specific request.
Why should I provide the recipient’s contact number?
We require the receiver’s contact number to ensure the delivery process goes as smooth as possible. Riders are required to call the receivers to receive the products OR to get permission to pass the product to someone they know if they are not present at location. Rerouting the delivery also requires the receiver’s contact number.
Can you do a surprise delivery?
We understand that the surprise element is highly prioritized. You can include your phone number instead if you wish to inform the recipient that the flower has arrived by yourself. This way rider will contact you once he reaches the destination.
Do your riders deliver to door?
For landed properties, shop lots or easily accessed properties, yes. For guarded office buildings, condominiums or in cases when the guards do not allow our riders in, we may have to request the recipients to approach our riders to collect the products.
Why is my delivery late?
We apologize for the inconveniences and we also seek for your understanding. Late delivery may be caused by unforeseen situations such as bad weather, heavy rain, heavy traffic, accidents, vehicle breakdown etc. Our dispatcher will usually immediately inform their person in charge to arrange another dispatcher to take over their deliveries in case of accidents/vehicle breakdown. The transition takes time and we seek for your understanding.
Can I track my order?
You will receive an email once the order is out for delivery and also when the order is delivered. Tracking can also be done via the tracking page, however, real-time tracking is not available at the moment.
Must the recipient be present to accept the flowers?
For a fast & efficient delivery, please ensure that your recipient is present at the address provided to receive the flowers. If the delivery is unsuccessful, the flowers will be sent back to Autumns Florist and a notification will be sent to you.
PEAK SEASON
What occasions are considered as peak season?
Valentine’s Day, Mother’s Day, Qi Xi Valentine’s, Christmas etc.
What should I expect during these period?
There may be inevitable delay in our response due to high volume of incoming inquiries. Also, there may be inevitable delay in our delivery completion due to high amount of orders. Our standard delivery time are completed between 10pm – 6pm but it may extend to a couple of hours later than 6pm. We will try to do our best to deliver all orders as soon as possible.
When should I place an order?
As early as possible! We do encourage you to place an order at least 2 weeks prior to the day itself to avoid our maximum daily-limit capacity. *Especially Valentines Day and Mother's Day.
Customization orders are usually unavailable during peak seasons.
Why is the price so much higher than before?
During the peak seasons, our suppliers will increase their stock price, hence resulting an increase of bouquet prices from our side too.
CANCELLATIONS & REFUND
Can I cancel my order on the day of delivery or before?
We would encourage you to request for your order to be put on hold instead of cancelling it. As we do charge processing fees upon cancellations despite having any reasons. Putting your order on hold enables you to use the order in the future whenever you need it.
Unfortunately, for orders that is already out for delivery, the transaction fees will be higher as the product has already been prepared.
Will I be charged when I cancel my order?
30% of processing/handling fee will be charged when you request for order cancellation. Changes of amount charged may apply in different situations and shall be determined when necessary.
How do I cancel my order?
Please contact our customer service team so they can assist you on this matter.
Whatsapp: Talk to Us
Why did I received the wrong bouquet?
We apologize for any inconvenience caused! Kindly contact our customer service team so that they can sort out this matter for you.
Whatsapp: Talk to Us
Help! My order was not delivered!
Kindly contact our customer service team so that they can assist you in this matter as soon as possible.
Whatsapp: Talk to Us
Can I get a refund/replacement if there are some issues with my flowers?
We will only refund or replace when complaint is made within the first hour of delivery/ after self collection, with photos of the flowers submitted to us via WhatsApp.
Issues such as slight color discrepancies, bruised outer petals and etc will not be refunded/replaced.
Please contact us immediately and we will always find a way to help!
Can I get a refund if my delivery was late?
The delivery is late, I wish to have a refund.
Our standard delivery time is from 10pm-6pm. Late delivery may be caused by unpredictable situations like heavy rain, heavy traffic, flood, or accidents. We seek for your understanding, if you wish to make a complaint, kindly contact our customer service team.