faq
Order
1. What flowers & gifts can I get?
At HugandHeart, we offer flowers & gifts in all designs and occasions. For a classic gift, go for our popular flower bouquets.
Need to send flowers for shop openings? Shop our grand opening flower stands. How about sending condolences? We have funeral flower stands.
2. How do I make an order?
First time shopping with HugandHeart? We’re ecstatic to have you on board! Just visit our website at HugandHeart.com.my to place your order. It only takes 5 easy steps & 3 minutes!
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: +601156269118
Whatsapp: +601156269118
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: +601156269118
Whatsapp: +601156269118
3. Can I order with phone/chat/WhatsApp?
You’ll have to make your order online on the Hug and Heart website at hugandheart.com.my to enjoy the best shopping experience. However, if you need help, we’re always happy to assist on phone, chat or WhatsApp.
Need help?
Phone: +601156269118
Whatsapp: +601156269118
Need help?
Phone: +601156269118
Whatsapp: +601156269118
4. Do you have a cut-off time for Same-Day Delivery
Yes, we do! Our cut-off time for same-day delivery in KL/Selangor is 2 PM . If you place an order before 2PM, your flowers will be delivered 3pm – 5PM Same-Day.
5. Can I change my order details (date/address/message)?
Yes, you can but you’ll need to inform us ASAP. If you’d like to change your order details, please whatsapp us at +601156269118 with your new order details. At Hug and Heart, we 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, 1 day before the delivery date. For changes to delivery on special occasions, you’ll have to request at least 3 days in advance (eg for Valentine’s Day on 14 Feb, please send in your change request on 10 AM, 11 Feb.)
6. Can I customize my flower arrangement?
Yes, we offer custom arrangements! You may direct whatsapp us at +601156269118
7. Do you offer same-day delivery?
Yes, we provide same-day delivery for orders placed before 2 PM. Please check our delivery area for availability.
Delivery
1) Do you offer same-day delivery?
Yes, we provide same-day delivery for orders placed before 2 PM. Please check our delivery area for availability.
2) What if the recipient is not home?
If the recipient is not home, we will leave the flowers in a safe place or with a neighbour, and we will notify you.
3) Do you have a cut-off time for Same-Day Delivery
Yes, we do! Our cut-off time for same-day delivery in KL/Selangor is 2 PM . If you place an order before 2PM, your flowers will be delivered 3pm – 5PM Same-Day.
4) Can I choose a specific delivery time?
You may whatsapp us at +601156269118, we will try to arrange special time slot for you. But we can’t guarantee the time slot availability.
5) How much is the delivery charges?
Delivery charges will be calculated based on your delivery area (automatically shown during checkout).
Payment
1. What payment methods do you accept?
We accept all major credit cards (Visa & Mastercard) for payment. If you don’t wish to use a credit card, you can also opt for online bank transfer (FPX) or e-wallets (Grab, Boost and etc) via the SenangPay during checkout.
2. Are payments on your site secure?
We work with SenangPay to make shopping online safe. SenangPay holds all credit card information securely. No credit card information is held by us or accessible to us.
