Shopping Information

What is 50gram video bouquet?
50gram is a bouquet of flowers comes together with a video, retrievable by scanning the QR code generated by us.
There will be a variety of bouquet designs from time to time. Discover More

How does the video works?
The sender/buyer who purchases 50Gram bouquet(s) will send us photos to be edited into a video. Video types can be selected during the selection of bouquet(s). The photos will then be available to upload into our database after the Check Out process. We will edit all the photos into a video and provide a QR code to the recipient which will be attached with the bouquet. The Recipient will only need to scan the QR code to watch the specific video made just for her/him. QR code can be scanned using Apps like “Barcode Scanner” or even via “WeChat”.

Check out the video samples available at the moment.

I want to view the preview now!
We are sorry to inform you that you are unable to watch the preview of the video has it takes time to edit.

How long does video editing takes?
The time required to edit videos can vary from time to time. Several variables can affect our IT crew’s speed, such as peak seasons, high volume of videos, complicated requests, etc. Your patience is required. We can guarantee that most of the videos will be done on the delivery date itself. Thus, you may request a video link to pre-watch your video before the recipient does.

Can I set my video to be private and only be view by the recipient only?
Yes, we can set your video to be private. We can provide you with a password to access the video to be viewed by the recipient only. In the meantime, you can determine your own password too.

I want to write messages on my video!
Due to the fact that we are using one tag card on each order, you are required to decide if you’d like to choose a message tag or video tag. The text message that you’ve provided to us will be the only one used for both option. If you’ve chosen message tag, then we will proceed with the message you provided and use a message tag. If you’ve chosen any video options, provided us text message and requested to input another set of message, we will then require you to pick either one of the messages that you provided. This is because the text message will be broken down into smaller parts and then placed on to the video slides.

What is 50gram video bouquet?
50gram is a bouquet of flowers comes together with a video, retrievable by scanning the QR code generated by us.
There will be a variety of bouquet designs from time to time. Discover More

How does the video works?
The sender/buyer who purchases 50Gram bouquet(s) will send us photos to be edited into a video. Video types can be selected during the selection of bouquet(s). The photos will then be available to upload into our database after the Check Out process. We will edit all the photos into a video and provide a QR code to the recipient which will be attached with the bouquet. The Recipient will only need to scan the QR code to watch the specific video made just for her/him. QR code can be scanned using Apps like “Barcode Scanner” or even via “WeChat”.

Check out the video samples available at the moment.

I want to view the preview now!
We are sorry to inform you that you are unable to watch the preview of the video has it takes time to edit.

How long does video editing takes?
The time required to edit videos can vary from time to time. Several variables can affect our IT crew’s speed, such as peak seasons, high volume of videos, complicated requests, etc. Your patience is required. We can guarantee that most of the videos will be done on the delivery date itself. Thus, you may request a video link to pre-watch your video before the recipient does.

Can I set my video to be private and only be view by the recipient only?
Yes, we can set your video to be private. We can provide you with a password to access the video to be viewed by the recipient only. In the meantime, you can determine your own password too.

I want to write messages on my video!
Due to the fact that we are using one tag card on each order, you are required to decide if you’d like to choose a message tag or video tag. The text message that you’ve provided to us will be the only one used for both option. If you’ve chosen message tag, then we will proceed with the message you provided and use a message tag. If you’ve chosen any video options, provided us text message and requested to input another set of message, we will then require you to pick either one of the messages that you provided. This is because the text message will be broken down into smaller parts and then placed on to the video slides.

Can I change the photos after payment is made?
Yes, but it is only allowed within one (1) hour after payment.

Can I cancel my order after payment?
Sorry, we are unable to do that. This is because the flowers are perishable and we prepare them freshly just for your order.

I’ve encountered difficulties while trying to make payment.
Kindly contact us through e-mail or WhatsApp so that we can assist you for this matter.

What sort of payment methods are available to us?
Our payment methods include online banking, ATM banking, credit card payment, and paypal payment.

Is COD available?
Unfortunately, it is not available at the moment.

Can I pay upon pickup?
This option is only available to customers who opt for manual ordering. However, we highly encourage all our customers to pay while placing an order. This is because it will allow us to work efficiently and hand you your bouquet in a shorter period of time.

Can I order on the same day and get it on the same day?
Kindly note that we do have a cut-off time to accept new orders at 12pm sharp every working day as we will need to start dispatching all the deliveries of the delivery date to our customer’s recipient.

In that case, how about if I want to pick up the bouquet?
In normal days, we are able to open up a slot for you to place an order with us. However, there are days where we had completely hit our max capacity for both deliveries & pick-up orders and could not open up any extra slots for anyone, anymore. We hope you understand.

But your website won’t be able to accept new pick-up orders after 12pm?
Kindly drop us a Facebook private message to proceed with manual ordering. You can also let us know that you’d like to manually order via emailing or WhatsApp messaging. We highly discourage any manual ordering from our Live Chat platform as it will be difficult to trace back the order when needed.

Why is my status still “Processing”?
Here’s a brief explanation on all of the status from our website:
– Processing: Item is not received or picked up yet.
– Completed: Item is already received or picked up.
– Bouquet is ready: Item is ready to be picked up.
– Delivering: Item is on the way.
– Delivered: Item is received.
– Failed: Payment has not went through.
– On Hold: Order is on hold for specific reasons.
– Refunded: Order is refunded.
– Cancelled: Order is cancelled.

What time can I drop by to collect my bouquet(s)?

50Gram KL & Penang
Monday to Friday: 10am to 7pm
Saturday : 10am to 3pm
Sunday : Closed

What should I do before picking up?
You can contact us by providing us your detail of order and your pick-up time so that we can be aware of it.

Where is your Penang Office?
Our office is located at Vantage Point Jalan Lenggong. We are located two floors above Pizza Hut. (Famous landmark: Symphony Park) Please do use google maps or waze to search for “50gram Florist Penang.”

Where is your KL office?
Our office is located at Menara K1, Old Klang Road (nearby Wisma Elken and opposite Pearl Point Shopping Complex). Kindly note that we are located in the office building (not shop lots).

Surrounded buildings include: Wisma Elken, Le Pont, Hong Leong Bank, 7-11, etc.

[KL] How should I access from 7-11/HLB/Massage Parlour?
Kindly seek for the corridor in between Granny Dorris and a Tea shop. Then, walk towards the glass door and you will see a security counter on your left hand side. Once you’re inside, kindly register as a visitor to obtain an access card in order to access the elevator and the security door.

[KL] How should I navigate after reaching 18th floor?
Please turn right directly after coming out of the elavator, tap your card on the access-card machine, walk in straight until you see our logo on the wall on your right side. Ring the door bell and open the door after you hear a long, subtle beep.

Why should I provide the recipient’s contact number?
The recipient’s number is crucial for us so that we can call the recipient and make sure that they are at the delivery location. (We will not reveal what we are sending or who is the sender.) There are cases where the delivery attempts were made and failed because the recipient was unable to be found. If we have the recipient’s number and he/she had notified us that they are not in the delivery location (MC, work leave, etc), we will then call the Sender to ask permission for rescheduling delivery (with freshly packed flowers). If we could not contact the recipient and the delivery attempt was made, kindly not that refunding for this situation is not available. (Read Return & Refunding Information section).

But I want it to be a surprise…
We understand that many had brought flowers to surprise their recipients. In this case, you may key in another phone number provided if the owner of the phone number will be receiving it on behalf. We do not encourage customers to provide phone number of another person who will not be receiving the delivery.

Which area do you deliver to?
Currently we only deliver to areas within Klang Valley area & Penang, and we have yet expand other states in Peninsular Malaysia.

Can I track the order of my 50gram Video Bouquet?
Yes, we will email you once the bouquet is sent, and delivered to the receiver’s side. You can track your order in our tracking page. Click here.

Delivery time frame?
Our standard delivery service are completed between 12pm – 6pm.

Can I choose a specific timing to deliver?
We are unable to accommodate requests for time specific deliveries to ensure fairness to all our customers and maintain efficiency in our operations. We will notify you once the bouquet is delivered.

How much does the delivery fees cost the bouquet?
Klang Valley and Penang delivery fees start from RM18, depending of the delivery location. We do welcome you to pick up your own bouquet (no delivery charge).

Can I find out the delivery fees myself?
Yes, you can. In order to determine your delivery fee, kindly add a product to the cart. Then, type in your postcode into the Shipping Calculator at the bottom of the cart page.

Help! I need to know where is my order now!
Due to the fact that we have yet to implement a unified tracking system among our dispatchers, tracking the exact whereabouts and ETA for each and every order can be really difficult for us to do so. 90% of our dispatchers are motorcyclists, which means that it would be highly inconvenience for them to hold onto their mobile phone at all times. This makes it difficult to obtain quick response from them until they stop at a destination. Please be patient with us and we will provide you any updates as soon as we get any.

Help! The recipient is leaving soon!
Please let us know as soon as you know that the recipient is leaving so that we can arrange the delivery to a second location. We will require a second delivery address from the sender/recipient in order to proceed the delivery on the same day. If a second delivery address is unable to be obtained, we will then proceed to delivery the bouquet on the next day. If the original address is a shop lot/office lot that does not operate during weekends/public holidays, we will either require a home delivery address from sender/recipient or we will proceed the delivery on the next working day.

Shall the sender had failed to provide us any information, we will decide the next most feasible option for the order.

Help! The office/shop closes before 6pm!
Please let us know at least before 12pm of the original delivery date so that our Delivery Arrangement crew and our dispatchers can be alert of it. Do take note that our delivery dispatching starts operating at 12pm – 6pm. You will need to tell us beforehand.

Should the recipient appears to be absent (left the area) during the delivery, our dispatcher will proceed with the next available solutions from next question:

What if the recipient is not around at the time of delivery?
For office with receptionist, we will leave it to the receptionist; for office without a receptionist or home base please refer to the options below:

We will call the sender to decide:

Option 1: Leave it on the front door or at the guard house (for apartment and condomininium).

Option 2: Schedule a pick up on your own at our office after 8PM (delivery fees will NOT BE refunded). Please email or call us for schedule.

Please note that we will only call you three times, if we are unable to reach you, due to whatever reasons, or you do not pick up the call, we will decide for you, which is Option 1.

Orders are delivered ONCE. If the recipient is not home/office the flowers/bouquet are returned to 50gram and a notice will send to informing recipient/sender that flowers/bouquet have tried to be delivered and to self pick up from 50gram. Sender are responsible to bear any delivery cost for second delivery attempt.

Can I return my flowers / request for a refund after the day of my delivery?
No. Sorry, we cannot do that. Do take notice that all flowers are perishable and you are required to take care of the bouquet(s). No refunds or replacements shall be made for any order(s) if the recipient or sender had failed to notify us before 11:59pm of the original delivery date.

It is the responsibility of the sender to review all of the information provided on this website relating to refunds and/or replacements.

Can I return my flowers if its on the same day as delivery?
It depends on the condition of your flowers. Please send us a photo of the bouquet as soon as possible. Please understand that real flowers will never be 100% perfect. There will always be flaws and imperfections within and they are inevitable as cut flowers were removed from their rooots. Kindly note that we will need at least 2 hours to investigate and to determine what has occurred. We will get back to you as soon as possible and we do ask for the buyers to be patient with us and let us investigate without any interruptions. As much as we are as anxious as you, we do highly appreciate your cooperation. 

Refusal to receiving bouquets
We will not be responsible if the recipient had refused to accept the bouquet as we have already prepared the flowers and had sent out our dispatcher(s) to the designated location. We will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

Help! My order was not delivered!
If any customer claims an order was not delivered, we ask that we are given at least 24-48 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not in the delivery destination were available to accept the order. We reserve the right to attempt a redeliver if this occurs. Please note that we make every effort to make the delivery on the scheduled date because we are working with perishable products. We would highly appreciate your cooperation with us to calm down and give us some time to arrange another redeliver as the process can (sometimes) be a complicated one.

Help! I need to cancel my order!
Please contact us as soon as you’ve made your decision to cancel your order. Kindly note that you can only cancel your order(s) before delivery arrangement was made, i.e.: after 12pm of the delivery date, you are not allowed to cancel your order(s).

How long does refund process takes?
Usually around 1 – 2 days after receiving details from the sender / buyer. Sometimes, it can take a bit longer.

Situations where refunding, returning or exchanging is NOT possible:

A. Refunding

  1. When the bouquet is prepared and delivery attempts has been made
    1. The bouquet was either refused to be received or the recipient was not at the location.
  2. When the delivery was made “late”
    1. Our delivery dispatch operation starts from 12pm – 6pm and time requests/remarks are not available. If a time remark was made, our team will always provide a reminder that the our accepting of the remark does not equal to a guarantee or promise, i.e.: the delivery may not make it right on time due to many unforeseen circumstances. Customers who had made payment will be assumed to agree to the reminder. (Time remark is only available to “Workplace Closing Hours.”)

B. Returning/Exchanging

  1. When the defects of products were not caused by 50gram and/or dispatchers.
  2. When the bouquet has been received and the attempts to exchange is done on the next day or after.

What are the platforms available to send in my inquiries?
There are many platforms available. Inquiries can be sent through : WhatsApp, Live Chat, Facebook Private Message, Email and Phone Calls.

What about SMS?
We do not encourage customers to SMS us because most of the time, our team will be on the monitor instead (for Whatsapp, we use Whatsapp Web to communicate with everyone). We might missed out your sms messages unintentionally since we’re not always on the phone. Sorry for the inconvenience.

I have an important issue, which platform should I ask for help?
We encourage all customers to inquire through one platform only to avoid confusion as different platforms will be taken cared by different staff. The best place to inquire is either via WhatsApp or e-mailing.

Can I call in after business hours?
Unfortunately, your phone calls may not be picked up by any of the staffs as no one will be available in the office after office hours.

I called in during business hours but my calls weren’t picked up.
We sincerely apologize that we had missed your calls. Our team members are trying their best to serve everyone’s inquiries on multiple platforms and may have missed the call during their duty unintentionally. On usual days, our team members would be available to assist you when you call in. However, there may be a delay of response during peak seasons such as Valentine’s, Mother’s Day, Fridays, etc, where an extremely high volume of inquiries will rush in from every platforms.

How do I send an inquiry?

  1. Order tracking: Please state your order ID along with your questions.
  2. Order information: Please state your order ID along with your questions.
  3. Delivery fees / Location availability: Please state the postcode of the delivery address, delivery date along with your questions.
  4. Bouquet information: Please state the bouquet’s name that you would like to inquire.
  5. Customizing bouquet: Please state your desired main flowers, quantity of flowers, delivery date and color theme. (Please refer to Other Questions section)

What if I don’t have an order ID?

  • If you had placed an order from our website, please copy the transaction ID and paste to the text box.
    • Transaction ID starts with “T1”
    • Eg: T1234567891011
  • If you had placed an order from other platforms (Whatsapp / Email), kindly note that the order ID given to you cannot be tracked from our website.
    • If you had placed an order from email, kindly let us know your email address, sender name and delivery date.
    • If you had placed an order from Whatsapp, kindly let us know your phone number, sender name and delivery date.
    • If you had placed an order from Facebook, kindly let us know your Facebook name, sender name and delivery date.

How should I report an issue?

  1. Reporting about my bouquet
    • Kindly take a clear photo of the bouquet, especially the part where you would like us to focus on, and send it to us before 11:59pm of the original date to our customer service platforms.
    • State your order ID and the issues that concerns you and let us know how you would like us to solve it
    • If the management believes that the bouquet can be replaced, a replacement will be made within 24hours-48hours.
    • If you’d like to request for a refund, kindly refer to “Returning and Refunding Information” section.
  2. Reporting about my delivery
    • Kindly state your order ID and the original date of delivery to our customer service platforms along with your concerns
    • Please take note that any complains/reporting about deliveries that are not completed between 6pm – 7pm will not be entertained, if:
      • Sender failed to alert us about the absence of the recipient.
      • Sender failed to acknowledge that our delivery dispatching procedure operates between 12pm – 6pm.
      • Sender failed to let us know what time is the latest to deliver
  3. Reporting about other issues
    • Kindly state your concerns to any of our customer service platforms.

What are the ‘Peak Periods’?
Peak Periods are when flowers are highly demanded. These seasons includes Valentine’s Day, Mother’s Day, Christmas, etc.

How long does the peak periods last?
It would start around 2 weeks prior the celebrated day and ends around 1-3 days after the celebrated days. For example, in 2017, the Valentine’s Day orders started on 7th Feb until 15th Feb.

When should I place an order?
As early as possible. We do encourage you to place an order at least 4 days prior the celebrated day itself to avoid to being unable to place an order from us as there is a maximum daily-limit capacity.

Why is the price so much higher than before??
During the peak periods, our suppliers will increase their stock price, hence resulting an increase of bouquet prices from our side too.

What are the other days when there will be a high amount of orders?
Fridays, Graduation Days, 14th of every month, etc.

When should I order before you run out of stocks?
At least 3-5 days prior.

I want to purchase customized / special flower bouquets.
‘Special’ flowers bouquet that involves lilies, tulips and sunflowers are uncommon and they are subjected to availability from our supplier. We require you to place an order at least two days prior the delivery date. We have a variety of customized bouquets too. If it is needed for any celebration / special occasions, please let us know at least 2 weeks prior so that we can ensure that the bouquet is ready for you.

Do you have ROM bouquets?
ROM bouquets are considered as customized bouquets. Please do let us know at least 2 weeks prior the delivery date so that our ROM florist can discuss with you personally to match the bouquet with your ROM theme.