general questions
1. Orders
How do I place my order?
A: Easy! You only have to follow these simple steps below:
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Choose you product
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Check product details
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Add product to your shopping cart
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Enter your personal details as required
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Choose your payment method and proceed to transaction
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Reconfirm your order status
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Wait for your order notification
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Parcel arrives at your doorstep. Hooray!
Will I receive any order notification after placing an order?
A: Yes, we will be sending you an email confirmation, SMS, or both right after you have placed your order with a successful transaction.
Can I change items from my order after it has been made?
A: Oops! Sadly, we do not provide such option. Generally, once an order is made, no changes are available afterwards. Please make sure you have made a right choice before confirming your order.
Can I cancel an item or more than one item in my order?
A: Yes, but ONLY when the item(s) you wish to cancel has not been shipped yet. We suggest you to give us a call at +60 12-372 5163 or +60 17-307 8922 within 48 hours for immediate cancellation, or submit the online cancellation form (if applicable). Otherwise, should you have a change of mind on your received parcel, kindly go to our “Return, Refund & Exchange policy” page to find out more.
What is the F L O W (Malaysia) cancellation policy?
A: Please read carefully and understand our cancellation policy:
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F L O W (Malaysia) cannot reverse a cancellation once it is completed. After cancellation, we cannot restore your order.
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Any vouchers, discounts, or promotions (if applicable) used in conjunction with a cancelled order will not be valid or re-validated for any subsequent order.
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We cannot guarantee that the price, availability, shipping fee, or any other element of a cancelled order will remain the same for any subsequent order.
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In the event of refund, the refund amount will be the net amount paid by you and will not include any voucher amount.
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In some cases, a cancellation cannot be processed online. Please contact us if your cancellation is declined.
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Cancellation is free of charge (FOC); we do not incur any cancellation fees.
2. Promotions / Sales / Discounts / Vouchers
Dear customers, as F L O W (Malaysia) is a newly launched online shopping store we do not have any promotion, sale, discount or voucher available at current. (But I wish to buy at cheaper price!) Not to worry. As soon as our business starts to grow and develop in a stable condition, we will start to offer such services to you. Stay tuned for future updates! (Last updated on August, 2018)
3. Products
What if the products I have received appears to be different from the description?
A: We select images that we hope most accurately reflect the colour, shape and size of products alongside the product specification, but, depending on your screen resolution, or the manufacture that supplies the product, there may be more or less small variations such as in colours, a slightly lighter shade between the actual product and how it appears when viewed on the website. We highly appreciate your understanding upon this issue.
4. Payment
What are the payment methods?
A: Please take note that ALL transactions shall be made in Malaysian Ringgit (MYR) via a payment gateway that accepts Debit cards, PayPal and local bank online transfers.
Kindly proceed your payment to our local bank account number, details as below:
Hong Leong Bank (Malaysia) - account no.: 154 50 16565 5
Unfortunately, we do not accept meet up payment, cash on delivery (COD), credit cards, and ATM transfer at the moment. We may add in these features or others in the future.
How to use and activate my Debit card for online purchasing?
A: You need to activate your card for a first time user. Just follow the simple steps here to register or activate for your online banking transaction.
How to use and activate my PayPal account for online purchasing?
A: Kindly refer to the picture below:
You will need to sign up for a PayPal account and link your Debit card or bank account before you can proceed to your payment. Click here to sign up now.
Can I change my payment method after order has been made?
A: We do not offer an option to change your payment method for your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order or submit the online cancellation form.
5. Gift cards
Do you sell gift cards?
A: We're not providing any gift cards to our customers at the moment, but we will put that into consideration for your future purchase. Stay tuned for our updates! :)
6. Working hours
We operate from 10am to 6pm on every Mondays to Fridays. Feel free to contact us within the hours by giving a call or sending a message. Alternatively, you may choose to Whatsapp, leave your enquiry on our Facebook page (F L O W) and Instagram (@flow_malaysia). We will do our best to get in touch with you soon.
Please be reminded that in the event you contacted us before or after the operating hours, we are most probably incapable to give you an immediate response. We hope you remain patience and allow us to reply you once we are available. Thank you.
Last but not least, take note that we might be fully out of service on Saturdays, Sundays and public holidays for any reason not stated. We appreciate your understanding and we promise to get back to you soon.
IMPORTANT: FLOW (Malaysia) reserves the right to amend these terms and conditions at any time without warning and will use reasonable endeavours to notify changes to all affected customers.
