Frequently Asked Questions (FAQs)

What's Louve.my?
Louve.my is the new kid in Penang offering stylish yet simple bouquet flowers and create little happiness to the recipient one flower at a time.

Placing an Order

How do I place an order?
1. You can create an account with us by clicking on the profile right next to the shopping cart icon. 
2. After logging in, hover to our menu bar to shop for flowers according to your need be it by occasions, budget, colours and type of flowers.
3. Once you have chosen your preferred type of flowers and quantity, click 'Add to Cart', you may then continue to browse for more flowers.
4.If you would like to leave a special message click on 'Make it Special' and type your personalised message which will be sent to the recipient. 
5. You may then click 'Go to Cart' to proceed with the check out. 
6. Pick a delivery date and time before proceeding to check out. 
7. Follow all the check out process including. Enter shipping address. Please take note that if the intended recipient is  third party, kindly key in their address and contact so that our dispatch may contact them easily. 
8. Review your order and proceed if everything is confirmed.
9. Select shipping method whether Penang Island or Mainland. 

Important
1. Ensure that the recipient details are correct in the shipping details. It's recommended that billing address should be the sender in order for us to contact the sender should there be any last minute changes or any issues that we encounter during the delivery process to the recipient. 
2. Double check your delivery date as Louve would like to make sure the flower bouquet is sent on the correct date if it's an important occasion. Triple check if you are sending it for your anniversary to ensure long lasting marriage. 
3. Kindly allow an 1 hour window for our delivery to prevent unforeseen and unavoidable circumstance. 

Can I place a special message on the bouquet flowers?

Yes definitely, flowers are only flowers. If coupled with our personalised message, it's love, friendship and well wishes. On the product page, click on 'Make it Special' tick boxes. At this time, our note formatting may not include any emojis or special characters. If you wish to include this in your personalised message, kindly contact our friendly customer service via WhatsApp https://wa.me/60124483236.

Should you need to include any photos or special gift request, just don't be shy. Let us know. Louve will go up the hills and valleys to make your recipient happy whenever possible. 

Do you accept orders by email, phone or in person?

Due to high volume of orders we receive, we only accept orders through our website to ensure you can quickly, easily and accurately place your order. However, we would be willing to assist you to navigate our website. Do reach out to us via WhatsApp https://wa.me/0124483236.

Can I customize my bouquet?
Yes, definitely. Louve is a young e-commerce flower company willing to try out new designs. Just reach out to us via WhatsApp https://wa.me/0124483236 and send us some samples you have in mind. Due to the time, effort needed to craft new bouquet, there might be a slight increase in price. But overcharge is not in our vocabulary. 

Can I order from Overseas?

Absolutely! As long as the delivery order is in Penang Island and Mainland and you have internet connection from where you place your order.

Can I send to more than one recipient per order?
Each order has only one address and message. Our website currently does not support multiple recipient at multiple addresses. It's better to place individual orders so that you may customize your message and avoid confusion.

I wish to amend my order without placing another order.

Won't be a problem. Reach out to us by email, phone, Instagram DM, Facebook messenger and WhatsApp https://wa.me/0124483236. Check out Louve contact us page. We will try our best to assist you. 

Can I cancel my order and get a refund after placing an order?
For orders where the payment has been made, there will be no refunds.

Payment

What type of payment method do you accept?

Currently we accept credit card and debit card payment via Stripe. We also accept manual bank transfer. FPX payment will be available very soon, we promise. 

There seems to be an error with the payment. Please help.

No worries. Reach out to us by email, phone, Instagram DM, Facebook messenger and WhatsApp https://wa.me/0124483236. Check out Louve contact us page.

Can you do Cash on Delivery (COD)?

Unfortunately we are not able to do COD as recipients are usually 3rd party from the purchaser. Hence, COD is not available. 

Do I have to pay taxes on the flowers I purchase?
There is currently no tax chargeable on the items we sell on this website.

Delivery

Where do you deliver?
We deliver to the whole of Penang Island and Mainland. Delivery charges may differ and shown on the check out page. 

How will the flowers be delivered?
The flowers will be delivered by our dispatch in a private car.

Do you deliver up to door step?
Should the recipient location is a landed property, we have no issue delivering to the door step. For apartments and high rise, it depends on the building management rules whether to allow the dispatch to enter the apartment compounds/lobby. We will usually deliver the flowers at the lobby.

What are the delivery fees?
The delivery fees will be calculated at the order page when you check out. Hint: Be sure to check out our homepage to see if there is any promo on free shipping. 

I would like to pick up the bouquet myself.
Yes. Kindly let us know that you will be picking up the flowers in order for us to arrange our delivery routes. We can be reached by email, phone, Instagram DM, Facebook messenger and WhatsApp https://wa.me/0124483236. Check out Louve contact us page.

Do you offer same day delivery?
Currently we don't offer same day delivery. If you are in urgent need, just let us know, we will try out best.

What is your cut off time for ordering and delivery?
The cut off time for next day delivery will be 8pm. Any orders placed the following day will be fulfilled the next day. For example, you would like to flower to be delivered on Friday. You will need to place order and complete the payment by 8pm on Thursday.

Can I choose a time for the delivery?
Absolutely! Deliveries are done from 12pm to 8pm. Kindly choose the time slot specified in the check out page. However, do allow a 30 minutes buffer and window for unforeseen circumstances. Without any force majeure, we will be able to deliver in time. Do forgive us if we are late as traffic and flash floods can be unpredictable.

How do I know that the flowers are delivered?
When the order is delivered, we may send you an email on the update. 

When are your delivery blackout date?
Without any unforeseen circumstance, we deliver 363 days in a year. We do not deliver on Chinese New Year Day 1 and Day 2. Gong Xi Fa Cai.

What if the recipient is not here during the delivery?
We know things can be unpredictable a times, do let us know in advance so that we may re-route our dispatch. if it's within 3-4KM from the original location, we will re-route to the new location.

1. For delivery to office, we will deliver to the receptionist or order recipient’s colleague
2. For delivery to house or apartment, we will deliver to order recipient’s family member or to the security office or management office;
3. For delivery to college/university campus, we may contact you or the order recipient to make arrangement to deliver to the order recipient’s friend.

However, if there is a need for a second delivery the next day, we will incur a second delivery charge. We will also try our best to preserve the freshness of the flowers as well for second delivery.

It's a surprise. Can you help me?
Let us know your game plan. We are on it.

Can you deliver to Hostpitals?
Yes we do! Our couriers will deliver to the ward where possible or closest receptionist, if available. We cannot guarantee they will be delivered directly to patients or staff as each hospital have differing rules and protocol especially during the pandmic.

It’s important to include a ward and bed number if you’re sending to a hospital to give us the best chance of a successful delivery. Be sure to check they haven’t been discharged before ordering!

However, we do recommend to send to residential addresses instead or confirming with the hospital that they are still accepting deliveries before you place your order.

Flowers

I am excited to see the flowers. Can you show it to me when it's done?
Absolutely boss. We will send you the photo of the exact bouquet if you request for it before it's out for delivery.  And you will know your bouquet is on the way.

I will be going dinner with my girl later and I am preparing buying the flowers early. How do I ensure the flowers look pretty later in the evening?
Congrats on your date. Ensure that the flower in placed a cool environment and well ventilated area. Preferably under air conditioned and not directly under the sun or environment. 

Why do the flowers look different from the photo?
In usual case, the flowers will look similar to the photos as all photos used on the website are actual flowers crafted by Louve. However, small amounts of natural variation can be expected as colour is impacted by variations in rain and sunshine at the farms. Additionally, in those rare circumstances where our suppliers' supply runs out, we reserve the right to replace certain flowers with flowers stems of comparable color or value with your permission and preference of course.

The flowers, fillers, and foliage in our bouquets come to us in different shapes, sizes, and stages of bloom. We will always do our best to replicate the phohtos seen on our website and social media. Rest assured that even if the bouquet you received is slightly different, it have been arranged with utmost care and attention.

How long will the bouquet last?
Fresh flowers usually last 2-3 days. Some flowers such as orchids will even last up to 2 weeks or even longer only if proper care is given to maintain its' freshness. Different flowers naturally have differing lifespans but we try to always include varieties that we’re sure will last the distance.

I would like to request a refund.
Do let us know if there is any reason for the refund. We will not accept any request for refund except for damaged flowers during delivery. Should such an event occur, and the flowers are damaged to a level that you deem unacceptable, please contact our customer care via email louveflorist.my@gmail.com to inform us immediately. Please note that you will need to email us a photo of the damaged flowers within 2 to 3 hours of receiving the flowers to ensure fairness in judgement that the bouquets are in poor shape during receiving in order to be eligible for a refund. Louve Florist will not entertain any reports made 2-3 hours after receiving as it is unreasonable to judge from the condition that was captured 2-3 hours after receiving.

Other FAQs

How can I reach your customer service team?
We can be reached by email, phone, Instagram DM, Facebook messenger and WhatsApp https://wa.me/60124483236. Check out Louve contact us page.

How can I place a corporate order?
We'd love to help you with your corporate gifting or bulk order needs! You can reach out to us directly with any inquiries at louveflorist.my@gmail.com.

Where's your shop? I'd like to come visit!
We are currently an e-commerce business taking orders online and managing flowers deliveries. Due to the pandemic, we have delayed our shop opening. You will be the first to know once our shop is open. 

Is there any fine print that I should be aware of?
Do check out our other terms and conditions.