BY PLACING AN ORDER FROM OUR WEBSITE, WE WILL TAKE INTO ACCOUNT THAT EVERY CUSTOMERS HAD READ OUR TERMS & CONDITIONS AS WELL AS THE F.A.Q.S


BASIC INFORMATION


Do you have ready-stock for me whenever I walk into your store?

Our bouquets are freshly made upon every order made. Walk ins will be required to view our menu on our website and wait for around 30 minutes – 1 hour.
*Walk-ins are not allowed during MCO/CMCO/RMCO period for safety purpose.

Why is my status still “Processing”?

Here’s a brief explanation on all of the status from our website:

Processing: Order is received, we will prepare the order on the selected delivery date.
Delivering: Item is picked up by delivery partner.
Completed: Item is already received/delivered or picked up.
Failed: Payment has not went through.
On Hold: Order is on hold for specific reasons.
Refunded: Order is refunded.
Cancelled: Order is cancelled.

Order and Packing

Our bouquet usually comes with a premium box for privacy purposes. *Except when the bouquet is too big for a box or too small for a box.*

Message Card

You may write your message to the recipient before adding the item to cart. Message templates are available for selection.

Where is your office? How can I contact you?

Please visit this page for our contact, address and working hours : https://50gram.com.my/contact-us/

We prefer Whatsapp message & FB Messenger messages. Kindly contact uswith either one of this methods for better communication expreiences.

I called in but my call was not picked up?

Sorry for the inconvenience, our customer service may be occupied when you called. You may try to call again or whatsapp to us instead for better communication experiences.

Can I message/call in after your working hours?

You may message us by whatsapp / fb messenger anytime, our customer service will reply to your enquiry once they got back to work. Calls will not be picked up after working hours, sorry for the inconvenience.

PAYMENT INFORMATION


I’ve encountered difficulties while trying to make payment.

Kindly contact us through e-mail ([email protected]) or WhatsApp (018-2618219) so that we can further assist you for this matter.

What sort of payment methods are available to us?

Our website enables FPX payment, Credit Card, e-Wallets including Grabpay, Shopeepay etc, and Paypal.

Is COD available?

We only accept payment before delivery as most of our orders are delivered directly to the recipient instead of the purchaser, hence, COD is not available.

Can I pay upon pickup?

Our friendly customer service will ensure the payment method to be as convenient as possible for you. Unless you wish to pay cash, otherwise, payment before pick up is strongly required.


Ordering Procedures


Can I pick up my bouquet from your store?

Normally, pick up is available as option when you are placing an order from our website.
*Pick up is unavailable during MCO, CMCO, RMCO / before the pandemic ends.*

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.

Can I just walk in and purchase?

We would recommend you to place an order on our website before heading over to collect the products. As we do not have ready stock in our stores, you may have to wait 30 mins – 1 hour upon ordering in-store.

What is the cut-off time for online orders for same day delivery?

Our cut-off time is at 4pm on weekdays and 1pm on Saturdays. Kindly place order before the time stated for same day delivery.

I wish to add items to my order, what should I do?

Please contact our friendly customer service so they can assist you on this without placing a new order.

I have 2 bouquets to send to 2 different locations, how should I place my order?

Please place 2 orders separately as the delivery fees are calculated as per drop. 2 different locations will require you to pay for 2 delivery fees. If you have placed order for 2 locations in 1 order, our customer service will seek payment from you manually for the extra delivery fees.

I have 2 bouquets to send to 2 different receivers in a same place, how should I place my order?

You may write the message for different receivers before adding the product to cart. Only 1 order is required for 1 location.

How much are the delivery fees?

Upon inserting the address and postcode in the checkout page, you may notice the delivery fees will be stated in the Order Totals column.

Please check your address & postcode or the address is not covered.

If you receive this message after inserting the address and postcode, it means your delivery location may not be covered by our delivery partners, OR, the address and postcode is inserted wrongly. Kindly check the address and postcode again OR contact our customer service.

Where can I get a coupon code?

Coupon codes are usually distributed through our social media, email subscribers and collaborating partners. You may search on our social media platforms if there are any, our customer service are unable to provide any personal coupon code.

I forgot to add a coupon code before payment.

We are unable to apply coupon codes for processing orders nor making any refund for the equivalent value of the coupon code.

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.

I want to purchase customized / special flower bouquets.

Certain flowers are subjected to availability from our suppliers. You may need to contact our customer service to check for you and to place order for you. Please contact us at least 1 week before preferred delivery date.

Delivery info


Why should I provide the recipient’s contact number?

We collect 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 at location. Rerouting the delivery also requires the receiver’s contact number.

I wish it could be a surprise.

We understand that the surprise element is highly prioritized. You can try to put your own 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.

How is the delivery done?

We hire third-party dispatchers as our delivery partners. They travel in vans, cars or motorcycles.

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.

Can I choose a specific timing to deliver?

Our standard delivery service are completed between 12pm – 6pm. You can select available time slots during the checkout process with extra charge if required.

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.

I need to know where exactly is my order now!

Our riders usually keep their hands on the steering wheels and are unable to perform real time update all the time to ensure safety. If you require their immediate location, kindly contact our customer service and we will assist you on that.

My recipient is leaving the location soon.

In this case, we will ask whether our rider is able to reach the location in a short time. If YES, we shall call the recipient to wait for a moment. If NO, we shall arrange for reroute to avoid recipient waits too long in the premise. If you require next-day delivery, we will be happy to accommodate this request.

My recipient is not there when you deliver?

There are times like this, and usually riders will communicate with the receiver for the next step.
It is either they leave it with someone they know, or guards, or receptionist WITH receivers’ permission. Or they will have to return to our office to wait for next delivery, which will require a second charge of delivery fees from sender.


Flower Care


What to do when I receive the bouquet/flowers?

You just have to make sure the flowers are not placed under hot environment. Place it in air-conditioned room at all times to make sure the flowers can breathe. If you received daisies or sunflowers, please spray some water on the flower buds to hydrate them. Roses do not need to be sprayed as the water droplets will soften the petals causing wilt.

How long does the flowers last?

Our bouquets come with a wet cotton at the stem area to ensure the flowers can absorb water after it got out of our office. Fresh flowers usually lasts 2-4 days, while preserved flowers can last up to 2 years or above if kept in good conditions.

Can I get the flowers a day before I use it?

Yes, this is possible. But you will be responsible to take care of the flowers and ensure its freshness once you received the bouquet. We are unable to exchange for you on the next day as it is up to you to place it anywhere you can.

How do I keep it fresh for the next day?

Please keep it in a well-ventilated place that has low temperature. Buyers must always remember to avoid heat or sunlight from the flowers. Buyers must also never place the bouquet in a non-ventilated area (such as a closed box without holes or inside a car unattended).

Peak Seasons


What occasions will be considered as peak period?

Valentine’s Day, Mother’s Day, Qi Xi Valentine’s, Christmas etc.

What should I expect during these periods?

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 12pm – 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.

How long does the peak periods last?

Some lasts around a week, some may be just a day.

When should I place an order?

As early as possible. We do encourage you to place an order at least 2 weeks prior the celebrated day itself to avoid to being unable to place an order from us as there is a maximum daily-limit capacity. *Especially Valentines Day.
Customization orders are usually unavailable

How 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.

Cancellations, Returns & Refund Issues


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 needs 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?

20% of processing/handling fee 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 so they can assist you on this matter.

How long will the refund be?

Refunds will usually be processed within 7 – 14 working days. Kindly be patient, and let us know if you do not receive your refund is said days.

I received the wrong bouquet.

We apologize for the inconvenience caused, kindly contact our friendly customer service so they can arrange the next step for you.

I wish to return & get a refund for my order.

We are unable to accommodate this request without any valid reasons. All flowers are checked and properly packaged before delivery, if you failed to notify us regarding to your dissatisfaction towards our fresh flowers within 2 – 3 hours upon receiving, we are unable to determine the cause of the issue.

My flowers are bad-looking, I want a refund/exchange.

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 roots. Kindly note that we will need some time 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.

My receiver refused the delivery, can I get a refund?

We are able to arrange for a re-delivery with extra cost from the purchaser. Unfortunately, a refund is not possible as the product is done and delivery is attempted. We are not responsible to refusal by recipients.

Help! My order was not delivered!

Please contact our customer service so they can assist you as soon as possible.

The delivery is late, I wish to have a refund.

Our delivery time is typically 12pm-6pm, or time-slots are available as option during checkout. 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 send your message to our customer service or email to [email protected]