(A.) BASIC INFORMATION
Genmi AR Bouquet is a bouquet of flowers comes together with an Augmented Reality effect, retrievable by scanning the QR code generated by us (There are no extra mobile APP to download but YOU WILL NEED AN ACTIVE FACEBOOK OR INSTAGRAM ACCOUNT (AND THE APPs) TO ACTIVATE THE AR FILTERS).
There will be a variety of Augmented Reality effects and bouquet designs from time to time.
Each bouquet has different numbers and types of flowers. Please refer to the description of the bouquet to know more about bouquet details.
Also, you may reach out to our friendly customer service for further detail too.
Unfortunately, we do not sell on display. We prepare our flowers based on pre-order basis. Therefore, all orders must be placed in advanced on our website to secure your preferred bouquet.
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/delivered or picked up.
Bouquet is ready: Item is ready to be picked up.
Delivering: Item is on the way.
Failed: Payment has not gone through/ amount has not charged.
On Hold: Order is on hold for specific reasons.
Refunded: Order is refunded.
Cancelled: Order is cancelled.
Before submitting your order(s), you may opt for a regular text message or an AR video message (extra fees charges). To ensure each of our bouquets are well protected and keep it 100% privacy during the delivery process, we will place them in the premium boxes along with any additional items that you have purchased.
Orders must be placed at least one (1) day ahead of your preferred date and time slot or before 1pm for same-day delivery/pickup. Please note that our standard delivery time is between 12pm – 6pm with no special time request available. Tracking codes are given for those who made purchase online only, to track your delivery status. (Manual orders will not receive any tracking codes or automated notification of delivery status.)
Please try not to exceed 80 characters for your text message, do note that if you have input over 80 characters, your message card will look crowded.
(B.) PAYMENT INFORMATION
Yes, you may cancel your delivery by submitting a cancellation request at least 24 hours / (1) day before your intended delivery date and our team will assist you to proceed with the request. However, we will not accommodate any cancellation request if it was made on the same day delivery as the item(s) might be on the way/delivered.
Try processing the payment again after a few minutes. If you are still encountering difficulties, please contact us through messenger (GENMI) or WhatsApp (01X-XXXXXXX) so that we will further assist you on the matter and get back to you as soon as we can.
We accept all major cards (Visa, Master, Credit, and Debit) as form of payments. You can also opt for online banking (FPX) or e-wallets (TouchNGo, GrabPay, Boost and etc) as your alternative payment option during checkout.
Sorry, we do not provide COD at the moment.
Normally, this is only applicable for customers who opt for manual ordering. However, we strongly encourage all our customers to pay at the time of ordering as to avoid any disruption on your orders.
Yes, kindly note that our cut-off time for same-day delivery is 1:00 PM. Hence, we only accept new orders latest by 1:00 PM daily. If you place an order after the cut-off time, your order will only be able to proceed tomorrow’s date as the earliest delivery date. This is because we need to start dispatching all the delivery orders of the delivery date to our customer’s recipient.
We might open extra slot for you to place last minute order in normal days (usually weekdays). However, some days like peak period where we can no longer open any additional slot for everyone as we have fully reached the maximum capacity for both delivery and pickup orders. Thus, kindly contact us for enquire. Your understanding is required.
You can drop us a private message via Facebook Messenger for manual ordering request. You can also request for manual ordering by emailing or WhatsApp messaging us. We do not recommend customer to place any manual ordering through our Live Chat platform with CONTINUE AS GUEST as to avoid hassle in tracing back the order request when needed.
(C.) ORDERING INFORMATION
No worries, there are steps to guide you on each product page during your usage on our website. Usually, you just need to select the option of your preferred item(s), select your delivery date, checkout from the cart, insert your information (billing and shipping details) and make your payment. After placing an order with us, an order confirmation will be sent to your email with an order ID that allows you to check your tracking order status.
After you select the option of your preferred item(s), just select ‘text message’ and type in your desired messages or wishes to your receiver (limited to 80 alphanumeric characters including space, numbers, and symbols), complete the shipping and billing details and make payment.
During your checkout, please select the in-store pickup option before proceed to payment. Do note that our pickup time is available until 6PM. You may select your pickup date and time after choosing the item so that we can aware the item is ready for you.
Unfortunately, no. It is not available at the moment.
During checkout, select the delivery by car option and type your delivery address details into the bars provided along with your postcode/ ZIP, city, and state. You will be able to notice the delivery fees appear above the “Total” section.
Just simply select your desired add-on item(s) into your cart if you wish to purchase along with the bouquet. Do note that if you have ordered add-on item(s) without other products that has calendar booking dates (eg: bouquets), we will start delivering the item(s) approximately 1-4 business days after your order is confirmed. However, the add-on item(s) is not available for same-day delivery unless purchased with an item that was pre-ordered on the same day before the cut off time of 1 PM.
One order ONLY valid for one location at a specific date and time frame. If you would like to have your ordered item(s) delivered to multiple addresses and/or date selections, you would need to place the orders separately on our website. If you select multiples dates for each order, we will request the payment to be made manually. Kindly note that if your payment is not made on time, your orders will be postponed to the latest delivery date chosen.
You may proceed with the order and then just inform us via our customer service platforms regarding on which bouquet and messages are dedicated to which receiver.
You may sign up or open an account with us (with login name and password) and you will be automatically become our subscriber when your sign up is successful. Usually, we distribute all coupon codes exclusively for our mailing subscribers only whereas we distribute only a few to the public occasionally. You may opt to unsubscribe anytime if you no longer want to receive update, access to exclusive deals from us.
Unfortunately, we are unable to assist you on applying coupon codes to your order once the payment had been made.
First, make sure to follow the instructions provided on each product page that were designated to assist you to place an order. Second, you may try refreshing the page as there might some reasons that cause the error. Sometimes it could be credit card or compatibility issue. Hence, try using different browser and/or credit card to see if the order can go through. Should you still experience problems, we recommend try clearing the cookies / caches on your computer and then log back into your account again. To do this,
- Go to the “Tools” tab in your Internet browser
- Select “Internet Options”
- Choose “Delete Cookies”
- Click “OK”
If you are still unable to check out, you may place your order manually by contacting our customer service via Facebook PM or WhatsApp (01X-XXXXXXX). Please note that manual orders are subject to the manual orders’ Terms and Condition. Also, you are unable to receive tracking numbers of the order and status updates for Manual Orders.
Yes, we will charge 20% of processing/handling fee if you request to cancel the order. Changes of amount charged may vary from case to case and should be determined as necessary.
(D.) SHIPPING INFORMATION
We require the recipient’s contact number as it is important for us especially our delivery team required to contact the recipient to make sure they are at the delivery location to receive the item. There are some cases where the delivery attempts were made but unsuccessful due to the recipient was unable to be found. Thus, having the recipient’s contact number is crucial as the recipient can notify us that they are not present at location (MC, work leave, etc). We will then call the Sender to ask permission for rescheduling delivery (with freshly packed flowers) or to get permission to pass the item to someone they know to receive on their behalf. Please note that we will not issue any refund if the recipient is uncontactable when delivery item arrived (Refer to Return & Refund Information section).
If you wish to give a surprise to the recipient, you can enter phone number of your recipient or the person who will be receiving it on the recipient behalf. Alternatively, you can also key in your phone number if you wish to alert the recipient that the bouquet has arrive by yourself. In this case, our delivery team will contact you once he reaches the destination. We encourage customers to make sure provide phone number of person who involve in receiving the delivery item only.
All our bouquets are delivered by our dispatching teams who perform their duty on their trusty motorbikes to reach their delivery locations quickly. Sometimes, we use 3rd party drivers such as Lalamove or Grab Express to deliver the bouquets. Please expect a slight delay in the event of unforeseen circumstances such as bad weather, heavy rain, or heavy traffic etc. as drivers deliver to multiple locations in one trip. Our dispatching teams are doing their best to ensure your orders reach you within the selected time frame.
We currently only provide delivery to Klang Valley areas, and we have yet expanded to other states in Peninsular Malaysia.
Depending on the securities or the policies of the premises. In cases where our dispatcher is not allowed to enter the premises, we may have to request the recipient to collect the items at the security, lobby, or the reception area. Our dispatcher will do their best to hand the bouquet directly to the recipient.
Yes, you can by adding the item to the cart first and click check out. At the check out page, insert your delivery address details along with the postcode/ ZIP. Then, you will see the delivery fees appear above the “Total” section. For example, Klang Valley delivery fees is starting from RM18, depending on the delivery location. Alternatively, you can choose to pick up your own bouquet with no delivery charge.
We apologize for the delivery been ruined as we could not control our Malaysia’s tropical weather for the time being. We do know that having a weather-bender will benefit us a lot, but we have yet to discover one. However, regardless of the weather, our delivery team try their best to deliver the bouquet(s) to your destination as soon as possible upon collect it from our store.
We can assure you that all our flowers are made fresh every single day. Our florists use fresh flowers delivered to us daily to ensure every of your bouquet(s) looking as beautiful as possible. If your bouquet happened to look unattractive or not fresh, always place it in air-conditioned room or put it in refrigerator and spray some clean water on the flowers to hydrate them. If you’ve noticed the petals of flower like roses appear in dark color, don’t’ worry! You can remove the unappealing petals by gently peeling it and you will find this trick helps your bouquet to look better. In the event if your bouquet(s) appears to be completely affected, please contact us immediately by 11.59 PM on that delivery date so that we can assist this matter for you. Learn more about Return and Refund Information.
Please note that our standard delivery service runs between 12pm – 6pm and we are unable to accommodate specific timing request especially during peak periods. However, on usual days, if you would like a shorter range for your delivery, please specify a 2-hour delivery time and we will notify our dispatchers. There may be an additional fee applied if you would like your bouquet(s) to arrive early/late. We will inform you once the items are arrived. Alternatively, we suggest you opt for pickup option if the reasons for your time request is a marriage proposal, surprise, etc.
Delivery will be considered late if your bouquet(s) reaches its destination after 6PM. Late delivery are normally caused by unforeseen circumstances include bad weather (heavy rain, monsoon seasons), accidents, transportation disruptions etc. In this situation, our dispatcher may contact the recipient to notify them such delay. We seek for your understanding that such situation is beyond our control, and we hope you to stay patience and calm as we will put best effort to resolve the matter and complete the order. We will contact you if necessary.
Yes, you will be notified via an email containing tracking codes once the bouquet is sent out for delivery and also when it delivered to the recipient. You may use the tracking codes to track your order from the link provided in the email or click here. Kindly note that status updates may not be real-time as real-time tracking is not available at the moment. It is normal if you receive delay response from our dispatchers as they might be inconvenient to update while they are on bikes delivering other orders.
We hope you understand that currently it is difficult for us to track the exact location and ETA of all orders as we have yet to execute a unified tracking system among our dispatchers. Almost all of our dispatchers are motorcyclist, thus, they won’t be hold onto their phones at all times when they are riding bikes. They will only response when they reach at a destination as it is inconvenient to do so when they are on duty to deliver the orders. We seek for your patience and we will let you know as soon as we receive updates.
We encourage you to notify us immediately once you get to know the recipient is leaving soon so we can arrange with our dispatcher to make your order delivery to a second location, preferably 3-5 hours in advance. We will advise the sender/recipient to provide us a second delivery address to ensure the order can be completed on the same day, otherwise, we have no choice but to deliver the bouquet on the next day. Also, we will require sender/recipient to provide us a home delivery address in the event that the original address is a store/office building that closed on weekends/public holidays, else we will deliver the order on next business day.
If we failed to get such information from the sender, we have the right to decide the next possible option for the order.
It is your responsibility to inform us beforehand (at least before 11AM) of the original delivery date so that our delivery team and dispatchers can take note of this. Do note that our delivery service operates from 12PM to 6PM.
Shall the recipient be absent during the time of delivery, our dispatcher will proceed with next available solution (refer to next question):
Our dispatcher will call the sender/recipient to decide:
Option 1: Place it on the front door (for landed properties/ shop lots) or at the guard house or receptionist (for guarded office buildings, apartment, condominium, etc.).
Option 2: Schedule a self-pickup from our store after 5PM and before 8PM (NON-REFUNDABLE delivery fees). Please contact us for schedule.
Please note that we will only call you 3 (THREE) times, if for any reasons you cannot be reached or do not answer our call, we will proceed to decide for you, which is Option 1.
Orders are delivered ONCE. If the recipient is not present at that time, our dispatcher will send the bouquet back to our store after completing their jobs at other destinations (if any). We will send a notice of unsuccessful delivery to sender/recipient and will need to arrange for self-pickup from our store. If sender wish to redeliver, he/she will need to bear the extra delivery cost and no replacement of fresh flowers will be delivered.
(E.) SPECIAL OCCASION
Yes! You can browse them on the catalog at GENMI website.
Yes, we do! However, we unable to accommodate any request for specific delivery time as we have arranged all our deliveries based on the areas and total distance of all orders in each time slot. If senders wish to pass to the recipient on the specific time, we advise senders to send bouquet by own after picking up from our store.
Yes, we do! However, our delivery team only able to pass the bouquet to the recipient at the drop-off point or lobby of hotels. As we unable to accommodate any request for specific delivery time, we advise senders to send bouquet by own after picking up it from our store to avoid any delay or hassle.
Yes, you can. However, it is the buyer’s responsibility to place the bouquet in safe space in order to keep the bouquet fresh and in good condition. Once you leave our store after the collection process, it shows that you had ensured the bouquet’s condition and consented that the order has no issues. Do note that we don’t take any responsibility for the bouquets once they left our store.
Please remember to avoid heat or direct sunlight from the bouquets immediately upon receiving it. To maintain it freshness, the bouquet must keep in a well-ventilated place that has low temperature (preferably 22 degree Celsius or lower). Avoid placing the bouquet in a poor ventilated areas (including closed box without holes or leaving it inside a car unattended)
(F.) INQUIRIES INFORMATION
Order tracking (All): Please state your order ID along with your questions.
Order information (All): Please state your order ID along with your questions.
Delivery fees / Location availability: Please check with our shipping calculator at Check Out page before inquiring. Your shipping fee is being calculated after you state your shipping address.
Bouquet information (WhatsApp/FB PM): Please check on the description section before inquiring.
Customized bouquet (WhatsApp/FB PM): Please state your preferred color/main flowers, quantity of flowers, wrapping paper, budget, occasions, add-on item, and delivery date. You can also attach reference image links under the remark section, if any. (Please refer to Other Questions section)
Please copy the transaction/ order ID and paste to the text box after you had placed your order from our website.
Transaction ID starts with “XXXX”
Please note that if you had placed an order from other platforms (WhatsApp / Email/FB Personal Message), the order ID provided to you cannot be tracked on our website. Hence,
– If ordered via Email, kindly provide us your email address, recipient name and delivery date.
– If ordered via WhatsApp, kindly provide us your phone number, recipient name and delivery date.
– If ordered via Facebook PM, kindly provide us your Facebook name, recipient name and delivery date.
Reporting about my bouquet
Kindly provide us with your order ID, several clear photos of the bouquet, especially with the part you want us to take note on and concern on the issue and send it to us via WhatsApp or Email as soon as possible or latest by 11.59 PM of the same date of the delivery. If you notify us the next day, we are unable to determine the cause of the issue and there will be no return or refund made by us.
If the management deems it possible to change the bouquet, it will be replaced within 24 hours to 48 hours.
If you wish to receive a refund, kindly refer to “Returning and Refunding Information” section.
Reporting about my delivery
Kindly provide us your order ID with the original delivery date and your concerns to any of our customer service platforms.
Please note that we will not follow-up to any complains/reporting regarding incomplete deliveries between 6PM to 7PM, if:
– Sender failed to notify us that the recipient was not present at the address provided
– Sender failed to take note that our delivery services operate between 12pm – 6pm
– Sender failed to inform us of the latest delivery time to deliver the item
Reporting about other issues
Please feel free to reach us by any of our Customer Service platforms.
(G.) CUSTOMER SERVICE INFORMATION
Customers may send your inquiries to us either by WhatsApp, Phone Calls, Facebook Private Message, or Email. However, we do not recommend customers to make any inquiries via SMS as our team will mostly on the monitor, for example, we use WhatsApp Web to communicate with customers. Since we are not always on the phone all the time, we might miss out your SMS message unintentionally unless you call us. Sorry for any inconvenience caused.
Different platforms are handled by different staff, so to avoid confusion and affect our working efficiency, we advise customers to stick to one platform only when submitting inquires or issues to us. If you need help on inquiries, the best platform to contact us is by either by Email or Facebook Private Message. Please avoid reporting issues via live chat (Continue as Guest) as there will be confusion arise from difficulty in tracing and follow up the case.
Unfortunately, no. We will not answer your calls as there will be no one available in the office after the business hours. Any inquiries will be attended to by the next working day.
We sincerely apologize for missing out your calls as we are a small team to handle GENMI at the moment. Our team members are doing their best effort to respond to all inquiries across multiple platforms and may missed the call unintentionally while on duty. We are usually available to serve you when you call in during non-peak period such as weekdays. However, our response may be delayed during the peak seasons especially Valentine’s Day, Mother’s Day, Qi Xi Day, Fridays, etc as we are handling high volume of orders and inquiries from every platform.
(H.) PEAK SEASONS AND CUSTOMIZATION
Peak Periods are the days where our flowers, orders, delivery volume are in very high demand. Our peak periods are usually Valentine’s Day, Mother’s Day, Qi Xi Valentine’s Day, Christmas etc.
Please note that there will be high volume of inquiries and delivery orders during these periods. Hence, our response and delivery completion may be inevitable delay. On these periods, our delivery time may be extended at least a couple of hours than our usual standard delivery time (12:00 PM – 6:00 PM). We will try our best to deliver all orders as soon as possible. We hope you understand.
Normally, it would start around 2 weeks before the celebrated day and ends around 1-3 days after the celebrated days. For example, the Valentine’s Day orders started from February 7th until February 15th.
As early as possible! There will be a maximum daily-limit capacity during Peak Periods especially Valentine’s Day and Mother’s Day. So, we strongly encourage you to place your order at least 1-2 weeks prior the celebrated day itself as to avoid disappointment from unable to place order with us. For customization orders, you will need to WhatsApp or Facebook Private Message us your ideas and we will have a discussion on whether we can meet your requirements.
Our bouquet prices are depending on our supplier cost price. During the peak periods, our suppliers will increase their stock price, hence resulting an increase of bouquet prices from our side too.
Fridays & Saturdays, Graduation Days, Every 14th of the month, 520 etc.
At least 3-5 days prior.
‘Special’ flowers such as lilies, tulips and sunflowers are rare, and they are subjected to availability from our suppliers. We may need you to place your order at least 2-3 days before or contact us to check the availability of the ‘special’ flowers (at least 1 week) before preferred delivery date. If you wish to purchase customized bouquet for any celebration/special occasion, please notify us at least 2 weeks in advance so that we can ensure that the bouquet is ready for you.
Yes, we have. Our ROM bouquets are also considered as customized bouquets. Please contact us at least 2 weeks before the delivery date so that our ROM florist able to have some discussions with you personally on the arrangement ideas of the ROM bouquet to match with your ROM theme.
(I.) RETURN AND REFUND INFORMATION
We apologize for any inconvenience caused! Please get in touch with our customer service immediately through WhatsApp or call us at (01X-XXXXXXX) to solve this matter for you.
Sorry, we could not accommodate for such request. Kindly note that fresh flowers are highly perishable, and it is your responsibility to care for the bouquet flowers once you receive it. There will be no refunds or replacements given if you failed to report to our customer service regarding your disappointment or defective of our products within 2-3 hours upon receiving as we are unable to resolve the cause of issue.
We strongly encourage customer to review the replacement and/ or refund details on this website before placing an order with us.
Kindly let us know the reason of this request with a valid reason and we will determine it according to the condition of your flowers. We require you to send us some pictures especially the defect part of the bouquet flower immediately after receiving the bouquet. As fresh flowers are perishable and high maintenance, we seek for your understanding that real flowers will never be 100% perfect. There will always be some flaws and imperfections within and it beyond our control as cut flowers were removed from their roots. We seek for your patience and cooperation to give us some time (at least 1-2 hours) without interruptions to review and investigate the issue. We apologize for the inconvenience.
We will not be liable and there is no possible refunds issue to customers if the recipient refuse to accept the bouquet (as the bouquet has already been prepared) and/or your delivery (as the orders had already sent out for delivery).
Kindly alert us if your order yet to deliver and please allow us some time at least 24-48 hours to investigate and evaluate such matter occurred. Oftentimes, order was not delivered due to the recipient was not present at the delivery location to accept the order even though the delivery was attempted. In this case, we reserve the right to attempt a re-delivery. Please note that we do our best effort to deliver your order on the schedule date since we are handling highly perishable items. As the process can be (sometimes) complicated, we highly appreciate for your patience and calmness and give us time to sort out this matter for you.
Please contact our customer service once you have decided to cancel your order. Do note that order can only be canceled before delivery arrangement was made. For example, after 12PM of the day of delivery, cancellation of order(s) cannot be made. There will be a processing/handling fees incurred if you wish to cancel your order.
Refunds will usually process around 7 – 14 business days once we receive information details from customer. Kindly be patience, as sometimes the process may take longer time.
1. When the bouquet is prepared and delivery attempts has been made
– The recipient either was not present at the location when the bouquet reached or he/she refused to receive the bouquet.
2. When the delivery was made “late”
– Please note that our delivery service operates from 12PM – 6PM and no time requests/remarks are available. Should you insist on time request, we will always remind you that acceptance of the request does not constitute any guarantee if a time request was made. This means we could not promise that our delivery may deliver on time due to inevitable circumstance. It is customer responsible to take note on the policies before placing an order. We assume customers who had made payment are deemed to have consented to the reminder, regardless of their reason for request. (Time request is only available to “Workplace Closing Hours.”)
– A delivery will only be considered late if the order delivery arrives after 6PM/
- When the defects of products were not caused by us, Genmi and/or our dispatchers.
- When the products have been received and attempts to return/exchange it after the day(s) of delivery.
(J.) AR EFFECT INFORMATION
Customers who purchased our GENMI bouquets(s) with Add-on AR effects are required to provide us their desired photos to be edited into an AR effect. There are a few types of AR effects available during the selection of bouquet(s) that can be selected. After selecting your preferred AR Effect, you can upload the photos into our database once you have Check Out. The photos will then be edited into AR effect and provide a printed QR code to the recipient which will be attached with the bouquet. The recipient can play the specially created AR effect just for her/him by simply scanning the QR code. Note that the QR code can be scanned with Apps such as “Barcode Scanner” or thru iPhone camera.
* There are no extra mobile APP to download but YOU WILL NEED AN ACTIVE FACEBOOK OR INSTAGRAM ACCOUNT (AND THE APPs) TO ACTIVATE THE AR FILTERS.
Works on mobile phone only, support both iOS (minimum iOS 11.0 and above) and Android (varies by different phones)
Once the payment is made, you will be directed to a page to upload your desired photos. Kindly note the maximum number of photos allowed is varies on different AR effect. If you plan to upload the photos later, you may do so by uploading to this link https://genmi.com.my/xxxxx/ at least 2 days before your delivery date. Last minute submissions (less than 2 days before the delivery date) or failure to provide us any photos for processing will not be accepted. Hence, we will then proceed with “General Photos”.
Yes, we will only allow you to change it within one (1) hour once you made the payment as it will be difficult for our IT crew to amend it when they are in the midst of editing or done it.
Unfortunately, we regret to inform you that we could not accommodate such request due to the longer time required for editing the AR effects. We will update you once we had done the AR effect.
It depends based on several factors such as peak periods, high volume of demand on AR effects, complicated request, etc. These are the reasons which could affect our IT crew’s speed on completing their task, thus, we are not able to confirm the duration first as the time requires to edit it may vary from time to time. However, we can guarantee that most of the AR effect will be done on the on the day of delivery. Your patience is required.
Yes, all AR effects are delivered in private mode unless you have special request to publish it (allow the crowd to access your effects in Instagram / Facebook).
Please contact us through Facebook Private Message (Genmi) so that we can further assist you for this matter. Please note that you can only change your AR effect at least 2 days before the delivery date. Certain fee may be applied according to the complexity of your request.