SHIPPING POLICY

At Moora Flower and Gifts, we strive to deliver your floral and gift supplies promptly and securely. Currently, we ship to all regions within Malaysia, including Peninsular Malaysia, Sabah, and Sarawak. Please note that international shipping is not available at this time.

Orders are typically processed within 1-2 business days (excluding weekends and public holidays). Once your order is shipped, you will receive a confirmation email with a tracking link to monitor your delivery. We offer two shipping options: Standard Shipping (3-5 business days) for RM5 and Express Shipping (1-2 business days) for RM12. Enjoy free Standard Shipping on orders above RM100, applicable only to West Malaysia. Deliveries to East Malaysia may take an additional 1-2 days.

If your package is returned due to an incorrect address or failed delivery, reshipping fees will apply. Refused deliveries are subject to a 15% restocking fee. For damaged or missing items, please contact us within 48 hours of delivery with supporting photos at support@moora.com or via WhatsApp at ‪+60 17‑387 8388‬ to arrange replacements or refunds.

Please note that we do not ship on weekends or public holidays. Delivery delays may occasionally occur due to courier delays, weather conditions, or peak seasons like Valentine’s Day. For bulk orders or business inquiries, contact us for custom shipping solutions.

For further assistance, visit our Shipping FAQ or reach out to our support team. Thank you for choosing Moora Flower and Gifts!

At Moora Flower and Gifts, your satisfaction is our priority. We gladly accept returns and exchanges within 7 days of delivery for items that are unopened, unused, and in their original packaging with all tags attached. To initiate a return or exchange, please contact our customer service team at support@moora.com or via WhatsApp at +60 17‑387 8388 within the 7-day window, providing your order number and reason for return. Once approved, we will email you a return authorization with detailed instructions.

Please note that customers are responsible for return shipping costs, and we recommend using a trackable shipping method as we cannot be held responsible for lost return packages. Refunds will be processed within 5 business days after we receive and inspect your returned items, with the amount credited back to your original payment method (excluding original shipping fees). Exchanges are available for identical items in different colors or styles, subject to availability, with customers covering the shipping costs for exchanged items.

For hygiene reasons, we cannot accept returns on opened soap flowers, cut ribbon or wrapping paper, or used decorative accessories. If you receive a damaged or defective product, please notify us within 48 hours of delivery with photos of the item and packaging, and we will promptly arrange for a replacement or refund. Please be aware that clearance or discounted items marked "Final Sale" are not eligible for returns or exchanges.

Should you have any questions about our return and exchange policy, our friendly customer care team is always happy to assist you. We appreciate your understanding and support, and thank you for choosing Moora Flower and Gifts for your floral and gift supply needs.