Policies

These policies apply to orders placed with Three Smiles, the online home of Chuan Florist. By placing an order through our website, you acknowledge and agree to the terms set out below.

Ordering & Payment

Orders are confirmed upon successful payment.

Please ensure that all order details, including the recipient’s name, contact number, delivery address, delivery date and card message, are correct before completing your purchase.

We reserve the right to contact you if additional information or clarification is required to fulfil your order.

Delivery & Service Areas

Delivery is currently available within selected areas of Johor Bahru, Kota Tinggi and surrounding areas, including Johor Jaya, Taman Molek, Bukit Indah, Mount Austin, Skudai, Senai, Kulai, Pasir Gudang, Ulu Tiram, Masai, Permas Jaya and Iskandar Puteri. Delivery availability and applicable charges are determined by the recipient’s postcode during checkout and will be shown before payment.

Please provide a complete and accurate delivery address, recipient name and contact number. We cannot be responsible for delays or unsuccessful deliveries resulting from incorrect or incomplete information provided with the order.

Where delivery cannot be completed due to an incorrect address, an unavailable recipient or circumstances beyond our reasonable control, redelivery may be subject to an additional charge.

Delivery Dates & Recipient Availability

Please select your preferred delivery date during checkout. We will make every reasonable effort to deliver your order on the selected date.

Unless specifically arranged and confirmed by us in advance, delivery at an exact time cannot be guaranteed.

Our team or delivery personnel may contact the recipient where necessary to facilitate delivery. Where the recipient is unavailable, we may, where appropriate and safe to do so, arrange with the recipient for the order to be left with a receptionist, security personnel or another suitable person at the delivery location.

If delivery cannot reasonably be completed, we will contact the customer where possible to arrange the next steps. Additional delivery charges may apply for a subsequent delivery attempt.

Flower Availability & Substitutions

Flowers are seasonal and subject to availability. Substitutions may occasionally be necessary.

Where this happens, we will select suitable alternatives while preserving the overall style, colour palette and value of the arrangement as closely as possible.

As every arrangement is individually handcrafted using natural materials, slight variations in colour, size, placement and appearance from the product images are normal.

Changes & Cancellations

If you need to amend or cancel an order, please contact us as soon as possible.

As flowers are perishable and arrangements are prepared specifically for each order, changes or cancellations may not be possible once flowers or materials have been purchased, preparation has begun or the order has been dispatched.

Any approved cancellation or amendment may be subject to costs already incurred in preparing the order.

Refunds & Order Issues

Due to the perishable and handcrafted nature of our products, we do not generally accept returns for change of mind.

If there is a problem with your order, please contact us as soon as reasonably possible after delivery and provide your order details together with photographs where applicable.

We will review the circumstances of each case and, where appropriate, offer a suitable resolution, which may include replacement, partial refund or refund.

Product Images & Presentation

Product photographs are intended to represent the overall style and character of each arrangement.

Flowers and foliage are natural materials and may vary in colour, size, shape and stage of bloom. Wrapping, containers and decorative materials may also be substituted where necessary with suitable alternatives of a similar style and value.

Privacy

Personal information provided to us is used as necessary to process orders, arrange delivery, communicate with customers and recipients, provide customer service and operate our website.

Payment transactions may be processed by third-party payment providers. We do not store complete payment card details on our website where payment information is handled directly by those providers.

We will handle personal information in accordance with applicable privacy and data protection requirements.

Website & Terms of Use

Content, photographs, designs and other materials appearing on this website are provided for the operation and promotion of Three Smiles and Chuan Florist and may not be reproduced or used for commercial purposes without permission.

We reserve the right to refuse or cancel an order where we are unable to fulfil it, where incorrect information has been provided, or where circumstances outside our reasonable control prevent fulfilment. Where we cancel an order that has already been paid for, the applicable amount will be refunded.

We may revise these policies from time to time. The version published on this website at the time an order is placed will apply to that order.