SHIPPING
Due to logistic limitation, we DO NOT offer deliveries to other states / country at this moment.
Our delivery service is available in almost all the areas within Klang Valley. Some of the areas will require additional delivery charges. Please check the availability and additional charges, if any, during your check-outs.
CUT-OFF TIME
All orders need to be made at least one (1) day in advance.
For orders received after 12:00 PM (Monday - Saturday) (Malaysian time - GMT+8.00), it will depend on our operational availability.
For orders received after 12:00 PM on Saturday (Malaysian time - GMT+8.00), we will try to arrange on the next day, otherwise it will be arranged on the next working day.
Our office hours for Monday - Saturday are 8:30 AM - 5:30 PM.
We do accommodate special deliveries on Sundays or Malaysia Public Holidays. Please contact us directly at +6016-5594253 within our office hours to make special arrangements. Otherwise, the delivery will be made on the next working day.
We will try our best to fulfill your delivery time request. Please take note that delivery time is subjected to availability (depending on our schedule and delivery route).
DELIVERY
All deliveries will be arranged as below:
- Monday to Friday
- Office address: 9am-5pm
- Residential address: 9am-10pm
- Saturday
- Office address: 9am-5pm (please indicate office hour in the remark)
- Residential address: 9am-10pm
- Sunday and Public Holiday
- Office address: 9am-2pm (please indicate office hour in the remark)
- Residential address: 9am-10pm
The above is subjected to change depending on our daily schedule and prior commitments. This means that delivery time frame may be shortened or extended.
All special timing requests will be reviewed and advised accordingly via email or phone call.
It is advisable to contact Hill & Alvery’s customer service to confirm the time request prior to placing order to avoid disappointment.
Delivery During Peak Season
During the Peak / Festive Season (e.g. Valentine's Day, Mother's Day, Father's Day, Hari Raya, Christmas and Chinese New Year), kindly place your order THREE (3) days in advance to avoid disappointment.
Due to the unusually higher demand during Peak / Festive seasons, we will try to accommodate your special time request to the best of our abilities. Otherwise, delivery will be made within the delivery date.
Please take note that the delivery time during Peak / Festive Season will be as follows.
- Office address: 9am-5pm
- Residential address: 9am-10pm
We will not be able to promise any special delivery time request as we will be expecting a large volume of orders. Our delivery team will send orders by batch based on their route, depending on the delivery areas and address.
Delivery Practice
All orders will be delivered to the Recipient's address submitted by the Sender but not necessarily to the named Recipient personally. Our delivery team will try their best to hand over the flowers/gifts to the named Recipient directly at the time of delivery.
Super Peak Season Price Adjustment Policy
During the super peak season specifically Valentine's Day (14th-February), due to the high demand worldwide, the flower cost, especially Roses will be increased multi-fold. Hence, HILL & ALVERY’S reserved the right to increase the price accordingly during the Valentine's Day period.
We'll adjust the product price 2-3 weeks before Valentine's Day, and will ONLY accept orders from our Valentine's Day Collections for the Valentine's Day period (at least 5 days before Valentine's Day, during Valentine's Day (14th February), and 15th February). HILL & ALVERY’S reserved the right to reject and refund your order if it is placed before the price adjustment which will take place 2-3 weeks before Valentine's Day.
For any order placed with products other than the Valentine's Day Collections on Valentine's Day period (at least 5 days before Valentine's Day, during Valentine's Day (14th February), and 15th February), HILL & ALVERY’S reserved the right to reject, cancel, and refund your order.
OTHERS
HILL & ALVERY’S reserve the right, at our absolute discretion, to use a different delivery method without prior notice.
For any changes of shipping address, please inform HILL & ALVERY’S by 12pm ONE (1) day before the intended delivery day. We are unable to provide a refund for any deliveries sent to the wrong location where we have not received advance notice.
You will be responsible to ensure that the recipient is present at the address during the day of the delivery. No refund will be issued if the flowers have been duly delivered to the address as provided by the customer. In the event a delivery is re-scheduled or re-routed upon the request of the recipient or by you, a re-delivery fee will be applied depending on the delivery location.
CHANGES TO YOUR ORDER
We will always try our best to make last-minute changes for you. It is advisable to inform us at least by 12pm TWO (2) days before the intended delivery day to ensure that changes can be done. If you wish to make any changes to your order, please contact us at +6016-5594253 or [email protected].
The above includes the changes of product design, shipping address, recipient information and message card content.
SUBSTITUTION POLICY
HILL & ALVERY’S reserves the right to make substitutions of flowers, greenery, baskets, vases, wrapping papers, fruits, soft-toys and any other material used in our flower arrangements with others of equal or higher value should the original materials be unavailable.
CIRCUMSTANCES BEYOND OUR CONTROL
- Adverse Weather Conditions
During adverse weather conditions (including heavy rain and flood), our delivery team may not be able to deliver your order on time. This is out of our control and we will not be of the responsibility for the late delivery. Therefore, in the event of adverse weather conditions, we are not able to provide a refund of the affected orders. Additional fee may be applied for re-delivery requests.
- Force Majeure
HILL & ALVERY’S shall not be liable for any delay in performing or failure to perform its obligations if the delay or failure results from any of the following:
- Acts of God.
- Outbreak of hostilities, riot, civil disturbance, acts of terrorism.
- The act of any government or authority (including refusal or revocation of any licence or consent).
- Fire, explosion, flood, fog or adverse weather.
- Power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles.
- Default of suppliers, sub-contractors or delivery partners.
- Theft, malicious damage, strike, lock-out or industrial action of any kind, and
- Any cause or circumstances whatsoever beyond HILL & ALVERY’S’s reasonable control.