At White On White, we strive to deliver joy through flowers which are fresh, fast, and reliable. Please review our delivery policy below to ensure a smooth experience.
Delivery Days & Hours
- Weekdays & Weekends (Sunday to Saturday):
For orders placed before 4:00 PM (GMT +8), same day delivery is available. Orders placed after 4:00 PM will be delivered on the next available delivery day.
- Public Holidays & Peak Seasons (e.g. Valentine’s Day, Mother’s Day): Same day delivery is not available.
However, we may still be able to assist and please call us at +60 17-677 5783 for urgent requests or special arrangements.
Timed Deliveries
We offer specific delivery time slots to help you plan your surprise perfectly. Please select your preferred time window at checkout:
- 9:00 AM – 12:00 PM
- 12:00 PM – 4:00 PM
- 4:00 PM – 6:00 PM
While we always aim to deliver within the selected time slot, unforeseen delays (such as weather, traffic, or access issues) may occasionally affect timing.
Missed or Failed Deliveries
Customers are responsible for ensuring that the recipient is present at the delivery address during the expected delivery window. If the recipient is unavailable, the bouquet may be left with a reception, security, or safe drop area if permitted. Re-delivery requests or re-routing due to incorrect addresses or recipient absence will incur an additional fee based on location.
Address Changes
If you need to change the delivery address, please update it via your account or inform us before 4:00 PM (evening) one (1) day prior to the intended delivery date. We are unable to process changes after this cut-off time and cannot offer refunds for deliveries sent to incorrect addresses due to late notifications.
We currently offer flower delivery across major cities and towns in Malaysia, with the exception of Terengganu and Perlis at this time. We do not deliver to P.O. Boxes or incomplete addresses (such as missing unit numbers, building names, or landmarks), as these may cause delays or failed deliveries.
We are continuously working to expand our delivery zones, and more locations will be added soon. If you’re unsure whether your area is covered, feel free to contact our team for assistance—we’re happy to help!
All products are subject to availability. In the event of any supply limitations such as seasonal changes, inventory shortages, or if certain flowers and materials do not meet our quality standards, we reserve the right, at our sole discretion, to substitute any item with an alternative of similar style, equivalent or greater value, and quality, without prior notice. This may include flowers, wrapping papers, vases, or other decorative elements used in the arrangement. Rest assured, any substitutions made will maintain the overall aesthetic, theme, and value of your order. Our priority is to ensure that your gift remains as beautiful and meaningful as intended, even if adjustments are necessary.
At White On White, we take pride in the quality of our flowers and service. If there’s an issue with your order, we’re here to help but you must contact us within 24 hours of delivery. Please provide clear photos that show the problem so we can properly assess the situation.
Refunds or replacements are only considered when we are clearly at fault. This includes cases where the wrong item was sent, the bouquet arrived significantly damaged, the flowers were in poor condition (such as wilted beyond recovery or mouldy), or the order was not delivered due to our mistake. However, we do not offer refunds for change of mind, personal taste, or situations outside of our control. This includes issues caused by extreme weather, incorrect delivery details provided by the customer, the recipient not being available at the time of delivery, or when the flowers have been left at a drop-off point as instructed.
Once we receive your report and supporting photos, our team will investigate and respond within 24 to 48 hours. If we are found responsible, we will offer either a full refund (if the order is unusable or undelivered), a partial refund of up to 50%(if the issue affects only part of the order), or a replacement product, depending on the situation. Refunds will be processed to your original payment method within 5 to 10 working days, depending on your bank.
Please note that refund requests submitted after 24 hours from the time of delivery will not be entertained, as we are unable to verify the condition of the flowers beyond this window. We appreciate your understanding and cooperation, and we’re committed to making things right whenever possible.
To cancel your order, please notify us before our daily cut-off time of 4:00 PM, one (1) day prior to the scheduled delivery date. For same day deliveries, cancellations must be made as soon as possible after the order is placed. Refunds can only be issued if the materials for your order have not yet been sourced or purchased. Once order preparation has begun or materials have been secured, cancellation may no longer be possible. All cancellations are subject to confirmation by our Customer Service team. Once approved, refunds will be processed to your original payment method. For cancellation requests, please contact us at +60 17-677 5783 or reach out via WhatsApp for faster assistance.
By using this website, you consent to the collection and use of your personal information by us. The information you provide is used solely for order processing, delivery, and record-keeping purposes. We are committed to protecting your privacy and will not disclose your information to any third party without your prior consent, unless required by law. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
