FAQ
Frequently Asked Questions (FAQ)
1. Ordering & Shopping
Giftlab offers a wide selection of flowers, gifts and hampers for personal, family and corporate gifting.
You can browse our collections by product type, occasion or gifting need, including hand bouquets, table flowers, condolence flowers, funeral wreaths, baby hampers, gourmet hampers, chocolate gifts, cakes and desserts, balloon bouquets, gift add-ons and more.
We also offer bespoke hampers, flower subscriptions, corporate gifting and corporate flower services for customers with more specific requirements.
You can browse Giftlab by flower, hamper, gift, occasion or product category.
You can also use the website's search function to look for a particular product, flower, gift, brand or keyword.
If you cannot find what you are looking for, our Customer Care team can also help you explore suitable alternatives or customised options.
Simply browse our products, select the item you would like to purchase, choose the available options and add it to your cart.
At checkout, you will be asked to provide the delivery and recipient details, select your preferred delivery date and time slot, add your personal message and complete payment.
Once your payment has been successfully processed, your order will proceed for processing.
For customers who need assistance with a customised gift, bulk order or special request, you may also contact our team before placing the order.
No. You do not need to be a registered Giftlab member to place an order.
However, creating a Giftlab account is recommended if you purchase from us regularly. An account makes it easier to view your order history, manage your details and participate in the Giftlab Rewards programme.
Yes. While we encourage customers to use our website for straightforward orders, you may contact us by WhatsApp, phone or email if you need assistance.
This can be particularly useful for:
- customised hampers
- bulk or corporate orders
- urgent or unusual requests
- orders requiring special arrangements
- customers who are unsure which product is suitable
For straightforward online purchases, ordering through the website is generally the fastest and easiest way to secure your preferred product and delivery date.
Yes. You can select your preferred delivery date during checkout, subject to product availability and the delivery schedule applicable to your destination.
Ordering in advance is recommended for important occasions, particularly during busy periods such as Valentine's Day, Mother's Day, Chinese New Year, Hari Raya, Deepavali, Christmas and other major festive periods.
For urgent or same-day orders, please refer to the delivery availability shown for the product or contact our team.
Yes. You may purchase multiple products, but orders involving different delivery addresses or recipients may need to be placed as separate orders so that each delivery can be scheduled and processed correctly.
For large numbers of recipients, multiple locations or corporate gifting campaigns, please contact our Corporate Concierge team. We can assist with coordinating bulk orders and delivery arrangements.
This depends on the status of your order.
If your order has not yet been processed, contact us as soon as possible and we will check whether the additional item can be added or whether a separate order should be placed.
For urgent or same-day orders, we recommend contacting us immediately rather than assuming an amendment can be made.
If the additional item requires a separate delivery arrangement, additional delivery charges may apply.
Please contact us as soon as possible if you need to change the delivery address.
We will check whether the change can still be accommodated based on the order's processing and delivery status. Additional delivery charges may apply if the new address results in a different delivery zone.
Once an order has been dispatched or is already with our delivery team, changes may no longer be possible.
You may contact us as soon as possible if you need to amend or cancel an order.
Whether we can make the change depends on the product, delivery date and whether preparation or delivery arrangements have already begun.
For customised, perishable or time-sensitive orders, changes or cancellations may be subject to specific conditions.
Our team will advise you on the available options based on the status of your order.
We aim to make your order as close as reasonably possible to the product photograph and description.
However, fresh flowers, seasonal products, food items and certain gift components may vary according to availability.
For floral arrangements, natural differences in flower size, colour, maturity and seasonal availability are also part of what makes each arrangement unique.
Where a substitution is necessary, we aim to maintain the overall style, quality and value of the product.
For specially requested colours, flowers or gift components, please let us know when ordering and our team will advise what is possible.
2. Delivery Information
Giftlab delivers flowers, gifts and hampers across Malaysia, with delivery coverage depending on the product and destination.
For local deliveries, we provide same-day delivery within selected areas of Klang Valley, while many non-perishable gifts and selected products can be delivered to other parts of Peninsular Malaysia, Sabah and Sarawak.
Some products have specific delivery coverage or minimum order requirements, particularly fresh flowers and larger arrangements. The applicable delivery area and charges will be shown during ordering or confirmed by our Customer Service team.
For international delivery, please refer to International Orders or contact us before placing your order.
Yes. Same-day delivery is available for selected flowers, gifts and hampers within our eligible Klang Valley delivery areas, subject to product availability, delivery capacity and the applicable order cut-off time.
Because some products require preparation or have different delivery arrangements, same-day delivery is not available for every product or destination.
For urgent orders, we recommend placing your order as early as possible. If you are unsure whether your chosen product can be delivered today, please contact our Customer Service team before ordering.
Yes. Giftlab offers delivery to many destinations across Peninsular Malaysia, Sabah and Sarawak, depending on the product.
Fresh flowers and other perishable or fragile items may have different delivery requirements, minimum order values or destination restrictions. Non-perishable gifts and hampers are generally more suitable for nationwide courier delivery.
For outstation orders, please allow additional time for courier delivery. Some products require a minimum of 3 working days for delivery outside Klang Valley.
For destinations or products where delivery eligibility is unclear, our Customer Service team can advise before you place your order.
Yes. Giftlab provides international flower and gift delivery through our network of trusted associate florists around the world.
Customers can select their destination country and browse the products available for that location. Because international orders are fulfilled by local florist partners, the available products and delivery options may differ from those offered in Malaysia.
For destinations where a suitable ready-made product is not available, you can also submit a Custom International Request, and our team will assist in finding a suitable option based on your destination, occasion and budget.
Giftlab's international delivery service covers selected countries through our network of associate florists, with the available product range depending on the destination.
To make ordering easier, you can select your destination country on our International Delivery page to view the products currently available for that location.
Our international catalogue can change as our florist partnerships develop, so if your destination is not currently listed, please submit a Custom International Request and our team will check what can be arranged.
Yes. If you cannot find a suitable product for your destination, you can submit a Custom International Request.
Simply provide your destination country and city, recipient details, occasion, preferred delivery date and budget. You may also upload a reference image if you have a particular style or arrangement in mind.
Our international gifting team will review the request and coordinate with an appropriate local florist partner to recommend a suitable option.
International orders are coordinated by Giftlab with our trusted associate florist partners in the destination country.
The process is:
1. Choose your destination country
2. Select an available flower or gift
3. Provide the delivery and recipient details
4. Giftlab coordinates fulfilment with our overseas florist partner
Because the order is fulfilled locally in the destination country, the final arrangement may vary slightly according to local flower and product availability. Our florist partner will aim to maintain the overall style, colour palette and value of the selected design as closely as possible.
Giftlab provides delivery seven days a week, including public holidays, subject to product availability, destination and delivery capacity.
Our current delivery window is 9:00am to 9.00pm for eligible local deliveries. However, the actual delivery timing available for your order may depend on the product, destination and delivery schedule selected at checkout.
For business addresses, hospitals, hotels and other venues with specific operating hours, please provide the recipient's available hours and any relevant delivery instructions when placing your order.
Yes. You can select or request your preferred delivery date when placing your order, subject to product availability, delivery coverage and available delivery capacity.
We recommend ordering in advance for important occasions and peak periods such as Valentine's Day, Mother's Day, Chinese New Year, Hari Raya, Deepavali and Christmas.
For customised, seasonal or large corporate orders, additional preparation time may be required.
Giftlab generally cannot guarantee an exact delivery time because deliveries are affected by traffic, weather, order volume, recipient availability and routing.
Where available, you may select a preferred delivery time window during checkout. We will do our best to deliver within the selected window.
If the delivery is time-sensitive ā for example, a surprise presentation, corporate event, funeral, hotel arrival or special celebration ā please contact us in advance so our team can advise on the most suitable arrangement.
Delivery charges depend on the product, destination, delivery method and applicable delivery zone.
Giftlab provides free delivery within our designated Free Delivery Zone. Deliveries outside this zone but within Klang Valley may incur a delivery charge calculated according to distance and delivery method.
Additional charges may also apply in certain situations, such as:
- remote or difficult-to-access destinations
- redelivery requests
- address changes after dispatch
- special delivery requirements
- destinations outside the standard delivery zone
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Where an additional charge is required, our team will advise you before proceeding or provide a secure payment link where applicable.
If our delivery team is unable to complete a delivery because the recipient is unavailable, the address or access information is incorrect, the venue is closed, or delivery instructions cannot be followed, our team will contact the recipient or customer where possible to arrange the next appropriate step.
A redelivery charge may apply depending on the reason for the unsuccessful delivery and the destination.
For time-sensitive deliveries, please ensure that the recipient's contact number, delivery address and relevant access instructions are accurate before placing the order.
For residential deliveries, our delivery team may contact the recipient to arrange a suitable way to complete the delivery, depending on the circumstances.
Where appropriate, the gift may be left with an authorised person such as a family member, receptionist, security desk or building management, subject to the delivery location and the recipient's instructions.
If delivery cannot be completed, our team will contact the customer or recipient to determine the next step. Additional delivery charges may apply for redelivery.
For flowers and other perishable products, we strongly recommend providing a recipient who can receive the gift during the selected delivery window.
Yes, we can deliver selected flowers and gifts to hospitals, funeral homes and other sensitive locations, subject to the venue's delivery rules and the product being suitable for the destination.
For hospital deliveries, please provide:
- hospital name
- ward or department, where applicable
- patient's full name
- patient's contact number, where appropriate
- room or bed number, if permitted
- any relevant hospital delivery instructions
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For funeral homes, wakes or memorial venues, please provide the venue name, recipient/deceased's name and the relevant contact person where possible.
Some hospitals, medical facilities and funeral venues may restrict certain flowers, food, balloons or delivery methods. Our team will advise if there are any known restrictions.
Yes. We regularly deliver flowers, gifts and hampers to offices, hotels, event venues and other business locations.
For business or hotel deliveries, please provide the recipient's:
- full name
- company or hotel name
- building and unit/floor information
- contact number
- reception, concierge or department details where applicable
- preferred delivery date and time window
For hotels, it is helpful to provide the guest's check-in date and reservation name where appropriate.
For offices and business premises, we recommend scheduling delivery during normal operating hours and providing any security, loading bay, parking or reception instructions.
Yes. If you would like to send a gift without revealing your identity to the recipient, please indicate this clearly when placing your order or contact our Customer Service team.
We will not disclose your name or personal details to the recipient unless required for delivery or by law.
However, the recipient may still need to provide information or confirmation required to receive the delivery.
Selected orders may be available for self-collection from our Giftlab studio in Ara Damansara, subject to prior arrangement.
Our studio is primarily where Giftlab orders are prepared and checked before delivery, and personal consultations are available by appointment.
If you would like to collect an order rather than have it delivered, please contact our Customer Service team in advance to confirm availability and collection arrangements.
3. Flowers & Products
We aim to make your order as close as reasonably possible to the product photograph and description.
However, fresh flowers, fruits, seasonal products and other natural or perishable items can vary in colour, size, shape and availability. Presentation may also vary slightly depending on the selected size, current stock and the florist's interpretation of the design.
For fresh floral arrangements, we will always aim to maintain the overall style, colour direction, quality and value of the design shown.
Where a product is subject to availability or seasonal variation, any necessary substitution will be made in accordance with our product substitution policy.
Where a product offers specific options, you can select your preferred flower colour, size or other available choices directly on the product page.
For arrangements that do not offer selectable options, you may contact our Customer Service team with your preferences. We will do our best to accommodate requests such as colour preferences or particular flower types, subject to availability.
Because fresh flowers are seasonal and supply can change, specific flowers or colours cannot always be guaranteed.
For example, some current Giftlab products offer selectable flower colours, while personalised orchid arrangements invite customers to advise their colour preferences in advance.
Where a product offers specific options, you can select your preferred flower colour, size or other available choices directly on the product page.
For arrangements that do not offer selectable options, you may contact our Customer Service team with your preferences. We will do our best to accommodate requests such as colour preferences or particular flower types, subject to availability.
Because fresh flowers are seasonal and supply can change, specific flowers or colours cannot always be guaranteed.
For example, some current Giftlab products offer selectable flower colours, while personalised orchid arrangements invite customers to advise their colour preferences in advance.
Fresh flowers, fruits, chocolates, food products and other seasonal items may occasionally become unavailable because of seasonal conditions, supplier availability or changes in stock.
When this happens, Giftlab may substitute the unavailable item with a similar or higher-value alternative, while keeping the overall style, quality and value of the original order as close as possible.
For floral arrangements, substitutions may involve a different flower variety, colour shade or foliage depending on what is available at the time.
For food hampers and other gifts, substitutions may also be necessary for products that are unavailable, restricted or unsuitable for the destination.
Where a significant change is required, our Customer Service team will advise you where appropriate.
Fresh flowers are natural products, so their colour, size, shape and bloom stage can vary from one season, farm or shipment to another.
Availability can also be affected by weather, growing conditions, harvest cycles, imports and supplier stock.
As a result, the exact shade or size of a flower may differ slightly from the photograph shown online. Our florists select the best available blooms while keeping the arrangement's overall colour direction, style, balance and value in mind.
This is particularly relevant for seasonal or imported flowers.
Some flowers and products are seasonal and are only available during particular periods of the year.
Availability can depend on growing seasons, weather, imports, harvest conditions and supplier stock. Popular seasonal flowers such as peonies, tulips and certain exotic varieties may therefore have limited availability.
Giftlab updates its floral selections according to what is available and suitable at the time. When a seasonal item is unavailable, we may recommend a suitable alternative with a similar look, colour direction and value.
We use fresh-cut flowers selected for quality, presentation and suitability for the arrangement and delivery requirements.
Our florists work with established suppliers and prepare arrangements as close to the delivery date as practical. Flower freshness can vary depending on the variety, stage of bloom, season, handling and environment.
Our goal is not simply to deliver flowers that look beautiful when they arrive, but to select and condition blooms so they can be enjoyed for as long as reasonably possible after delivery.
Giftlab's current Store Guide specifically states that floral designs are created with delivery practicality, freshness, longevity and aesthetic balance in mind.
The Flower Subscription service similarly describes its flowers as premium, market-fresh blooms that are conditioned before delivery.
Fresh flowers typically last around 3ā7 days or longer, depending on the flower varieties used, their stage of bloom, the surrounding environment and the care they receive.
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Some hardy varieties may last longer, while more delicate or seasonal flowers may have a shorter vase life.
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To help your flowers last longer, follow the care instructions provided with your arrangement and keep the flowers in a suitable indoor environment away from excessive heat and direct sunlight.
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Giftlab's Flower Care Tips currently states that most floral arrangements last 3ā7 days or longer, depending on the flowers, environment and care.
A little care can significantly extend the life of fresh flowers.
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For the best results:
- Keep flowers in a cool indoor environment away from direct sunlight, strong heat and drafts.
- Avoid placing them directly under air-conditioning vents.
- Handle flower heads as little as possible.
- Keep the vase or floral container clean.
- Top up the water regularly for arrangements that require it.
- Remove wilted flowers or foliage when necessary.
- Follow the specific care instructions provided with your arrangement.
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Some arrangements use floral foam or flower food and may require different care from loose flowers in a vase.
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Giftlab also provides flower-care information to help customers keep their arrangements fresh for longer.
Giftlab offers different size and price options so customers can choose an arrangement that suits their budget and the occasion.
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The size, volume, flower varieties, foliage, materials and overall presentation may vary according to the selected option.
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A higher-priced option generally allows our florists to use more flowers, larger blooms, premium varieties, additional foliage or more elaborate presentation, depending on the design.
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Our aim is to maintain a balanced overall presentation and value at each price point rather than simply adding a fixed number of flowers.
When a product is available in different sizes, each size is designed to provide an appropriate overall proportion and presentation rather than simply enlarging the same arrangement.
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The number of stems, flower varieties, foliage, wrapping, vase or container and overall scale may change according to the selected size.
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Product photographs are therefore intended to illustrate the style and presentation direction of the arrangement, while the actual proportions may vary between sizes.
Availability and substitution policies can vary according to the type of product.
For fresh flowers, substitutions may involve flower varieties, colours or foliage.
For hampers, food gifts and other products, an individual item may occasionally need to be replaced because of supplier availability, seasonal availability, delivery restrictions or stock shortages. Where substitution is necessary, Giftlab will aim to provide an alternative of similar or higher value while maintaining the overall quality and purpose of the gift.
Some products may also have specific substitution information stated directly on their product page.
For example, Giftlab's current fruit products explain that seasonal fruit varieties may vary while maintaining quality and value, while some hampers specify that restricted or fragile items may be replaced with similar or higher-value alternatives.
4. Gifts, Hampers & Customisation
Yes. Selected Giftlab hampers can be customised to suit the occasion, recipient, theme or gifting requirements.
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Depending on the hamper, customisation may include changing the ribbons, accessories, festive trimmings or presentation. Some hampers can also be adapted from one occasion to another ā for example, a festive hamper may be refreshed as a Thank You, Congratulations, New Home or appreciation gift.
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The type and extent of customisation depends on the hamper and the products involved. For requests beyond the options shown on the product page, please contact our Customer Service or Corporate Team before placing your order.
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This is directly supported by current product pages. For example, Giftlab states that the Auspicious Oriental Hamper can be customised after Chinese New Year by replacing festive accessories and trimmings for another occasion. Similar wording appears across several hamper products.
Yes. Giftlab offers a range of greeting and personalised cards that can be added to selected flowers and gifts.
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Depending on the card, you can provide your personal message for professional printing, and some personalised cards can also include the recipient's name.
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Card options and prices vary according to the design and size selected. Available cards will be shown as an add-on where applicable.
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Current Giftlab card products explicitly offer personalised message printing, with some designs including the recipient's name on the envelope.
Yes. Selected Giftlab flowers, hampers and gifts can be accompanied by additional gifts such as chocolates, balloons, cakes, greeting cards and other thoughtful add-ons.
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Available add-ons depend on the main product, delivery location and current stock. Where applicable, available add-ons will appear on the product page or during the ordering process.
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For example, current Giftlab product pages offer add-ons including Anniversary Balloons, Birthday Balloons, Congratulations Balloons, Chocolate, Gourmet Cake and Thoughtful Gestures.
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For larger or customised combinations, please contact our team for assistance.
Yes, you may let us know your preferred colour, theme or presentation style, and our team will do their best to accommodate your request, subject to availability.
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For fresh flowers, specific flower varieties or exact colours cannot always be guaranteed because availability can vary by season, supplier and market conditions.
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For hampers and gifts, requests may include changing ribbons, accessories, festive trimmings or other presentation elements where the product allows it.
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For more extensive styling or bespoke requirements, please contact our team before placing your order.
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This is supported by current products that allow colour selection or invite customers to provide preferences, as well as hampers where ribbons and accessories can be customised.
Yes, selected festive hampers can be adapted for other occasions by changing appropriate ribbons, accessories and festive trimmings.
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For example, a festive hamper may be refreshed as a Thank You, Congratulations, New Home, appreciation or other celebration gift, depending on the hamper.
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Please contact our team if you would like to change the occasion or presentation of a particular hamper.
Fresh flowers, fruits, chocolates, food products and other seasonal items may occasionally become unavailable because of seasonal conditions, supplier availability or changes in stock.
When this happens, Giftlab may substitute the unavailable item with a similar or higher-value alternative, while keeping the overall style, quality and value of the original order as close as possible.
For floral arrangements, substitutions may involve a different flower variety, colour shade or foliage depending on what is available at the time.
For food hampers and other gifts, substitutions may also be necessary for products that are unavailable, restricted or unsuitable for the destination.
Where a significant change is required, our Customer Service team will advise you where appropriate.
Yes. Giftlab can assist with bespoke hampers and customised gifting projects, particularly where you have a specific budget, recipient profile, occasion, theme or quantity in mind.
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Our team can help recommend suitable products, presentation and add-ons based on your requirements.
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For corporate, festive or bulk gifting projects, we can also develop customised gifting solutions based on your budget, quantity and branding requirements.
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For a bespoke request, please provide as much information as possible, including:
occasion
- approximate budget
- quantity required
- recipient profile
- preferred products or brands
- theme or colour preference
- preferred delivery date
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Our team will then advise on suitable options.
Yes. Giftlab provides customised gifting solutions for corporate customers, including bespoke hampers, branded or themed gifts, festive gifting campaigns and bulk orders.
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Corporate customisation can be developed around your:
- budget
- quantity
- recipient profile
- occasion
- preferred brands or products
- colour/theme
- presentation requirements
- company branding, where applicable
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For larger projects, our Corporate Concierge team can assist with quotations, product recommendations, custom proposals and delivery coordination.
Yes. Giftlab can assist with multiple-recipient gifting projects, including corporate and festive campaigns where different recipients may require different gifts, messages or delivery addresses.
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For larger orders, we recommend contacting our Corporate Concierge team before placing the order so we can coordinate product selection, personalisation, recipient information and delivery arrangements efficiently.
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For individual online orders, different delivery addresses may require separate orders or coordination with our team.
For selected bespoke and corporate gifting projects, Giftlab can explore customised presentation and packaging options according to the project requirements.
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Depending on the order, this may include customised ribbons, accessories, presentation elements or other branding touches.
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Availability, minimum quantities, lead time and additional costs depend on the type and scale of the request.
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For corporate or bulk projects, please contact our Corporate Concierge team with your requirements so we can recommend suitable options.
Giftlab understands that gifts are often sent directly to the recipient, and we aim to keep the gifting experience appropriate for the occasion.
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For standard online orders, order and payment information is handled through our ordering and payment system rather than being presented as part of the gift itself.
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If you have a specific request regarding invoices, pricing information or corporate documentation, please let us know when placing your order and our team will advise on the appropriate arrangement.
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For corporate orders, quotations, invoices, purchase orders and other procurement documentation can be coordinated separately with our Corporate Concierge team.
5. Payments & Promotions
Giftlab offers several secure payment options for both Malaysian and international customers.
Malaysian customers
You can pay using:
- Credit and debit cards
- FPX online banking
- Selected Malaysian e-wallets, including Touch 'n Go eWallet, GrabPay and Boost
- Bank transfer
- QR payment
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International customers
You can pay using:
- Visa
- Mastercard
- American Express (AMEX)
- UnionPay
- JCB
- Other supported international cards through our international payment gateway
- PayPal, where available
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Corporate customers may also arrange payment through company credit cards, purchase orders, corporate invoicing, approved credit facilities or secure payment links, subject to the applicable requirements.
Yes. Giftlab accepts major credit and debit cards, including:
Visa, Mastercard, American Express (AMEX), UnionPay and JCB, subject to the card and payment gateway being supported.
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For international customers, card payments are processed through our international payment gateway.
Once payment is successfully completed, your order will normally be confirmed automatically and proceed for preparation.
Yes. Malaysian customers can pay securely using FPX online banking.
FPX allows you to pay directly from your participating Malaysian bank account. Giftlab's current payment information lists major Malaysian banks including Maybank, CIMB, Public Bank, RHB, Hong Leong Bank, Bank Islam, AmBank, Alliance Bank and Bank Rakyat, together with other participating banks.
FPX payments are normally confirmed promptly once the payment has been successfully completed.
Yes. Giftlab supports selected Malaysian e-wallet payment options, including:
- Touch 'n Go eWallet
- GrabPay
- Boost
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Where supported, e-wallet payments are processed through our secure payment gateway and payment confirmation is normally immediate.
Yes. International customers can pay using supported international credit or debit cards, including Visa, Mastercard, American Express, UnionPay and JCB.
PayPal is also available for customers who prefer to pay through their PayPal account, subject to availability.
International card payments are processed through Giftlab's international payment gateway, while PayPal provides an alternative payment option for customers who prefer it.
Yes. Customers who prefer manual payment can pay by bank transfer or supported QR payment.
For bank transfer, Giftlab currently accepts payments to:
Maybank Berhad
Pods & Petals Giftlab (M) Sdn Bhd
Account No. 5141 7843 0949
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CIMB Bank Berhad
Pods & Petals Giftlab (M) Sdn Bhd
Account No. 8001514962
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After making payment, please upload your payment receipt through the order/payment confirmation page or email it to sales@gift-lab.com.
Your order will be processed once payment has been successfully verified.
Yes. Giftlab uses secure third-party payment gateways and encrypted payment processing to protect your payment information.
Our checkout uses SSL encryption and PCI-compliant payment processing, with payment information handled through the relevant payment gateway rather than stored directly by Giftlab.
For your security, always make payment through the Giftlab website or through an official secure payment link provided by our team.
For online payments such as credit or debit cards, FPX and supported e-wallets, successful payment will normally result in:
- An Order Confirmation page on the website, and
- An Order Confirmation email sent to your registered email address.
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For bank transfer and QR payments, your order may remain Pending Payment until Giftlab verifies the payment.
If you do not receive an order confirmation after making payment, please check your email's spam or junk folder and contact our Customer Service team if necessary.
If your payment cannot be completed, please try the following:
- Try the payment again using the same method.
- Choose another available payment method.
- Contact our Customer Service team for assistance.
- For eligible orders, request a secure payment link from our team.
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Your order may remain in Pending Payment status until payment is successfully completed.
Payment failures can occur because of bank authentication, insufficient credit limits, card restrictions, network interruptions or other payment-provider issues.
Yes. Giftlab can provide a secure payment link for customers who prefer to complete payment outside the standard checkout process.
Payment links are particularly useful for:
- customised gifts and hampers
- corporate orders
- bulk or festive orders
- phone or WhatsApp orders
- additional delivery charges
- customers who require assistance completing checkout
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Depending on the payment link provided, available payment methods may include cards, FPX and e-wallets.
If your order has not yet been processed, please contact us as soon as possible.
Depending on the order status, our team may be able to:
- provide a new secure payment link,
- change the payment method, or
- assist with completing the outstanding payment.
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Once an order has entered processing or fulfilment, options may be more limited.
Giftlab's standard online checkout is designed for payment using one payment method per transaction.
If you need to combine payment methods ā for example, part card payment and part bank transfer ā please contact our Customer Service or Corporate Team before making payment. We will advise whether an alternative arrangement can be made for your order.
If you accidentally make a duplicate payment or pay the wrong amount, please contact Giftlab as soon as possible with your order number and payment reference.
Our Finance team will verify the transaction and advise whether the appropriate resolution is a refund, additional payment or account credit.
For refunds, please see Returns, Refunds & Guarantees.
If you have a valid Giftlab promo code or voucher, enter the code in the coupon/promo code field during checkout and apply it before completing your payment.
The applicable discount will be reflected in your order total if the voucher conditions are met.
Promotional codes may have specific conditions such as:
- minimum purchase value
- eligible products or categories
- expiry date
- maximum discount
- one-time use
- customer eligibility
- one voucher per transaction
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Please check the terms of each promotion before applying the code.
If your promo code or voucher is not being accepted, please check that:
- the code has been entered correctly;
- the voucher has not expired;
- your order meets any minimum spending requirement;
- the products in your cart are eligible;
- the voucher is intended for your account or customer group, if applicable;
- the voucher has not already been used;
- another voucher or promotional discount is not already being applied.
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Giftlab generally allows one voucher per transaction, and some vouchers cannot be combined with other promotional codes or discounts.
If the code should apply but does not, please contact us before completing payment so our team can check the promotion.
Yes. Giftlab Rewards allows members to earn Reward Points from eligible purchases and redeem points for Giftlab vouchers.
The current Rewards programme awards 1 Reward Point for every RM1 spent, with points calculated according to the programme's eligible purchase rules. Points can be redeemed through the My Rewards section of your Giftlab account.
For full information about earning, redeeming and expiry of Reward Points, please visit Giftlab Rewards.
6. Corporate Orders
A Giftlab Corporate Account is designed for businesses that regularly purchase flowers, gifts, hampers or other gifting solutions from us.
Corporate Account customers can benefit from dedicated account support, corporate pricing, bulk-order assistance, Giftlab Rewards, customised gifting solutions and, subject to approval, corporate credit facilities.
A Corporate Account is particularly useful for companies with recurring gifting requirements, multiple purchasers, festive campaigns or ongoing employee and client gifting.
Complete our Corporate Account Sign-Up Form and provide your company and contact details, estimated spending and areas of interest.
If you are applying for a credit facility, additional supporting documents such as your company profile and SSM/business registration documents may be required.
Our Corporate Team will review your application and contact you after assessment.
If you already have a Giftlab customer account, please contact our Corporate Team so we can advise on converting or associating your account with our corporate services.
Corporate benefits and credit facilities may require additional company verification and approval.
Corporate orders can be placed through several channels, depending on the type and complexity of your order:
- Online through the Giftlab website
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Through your dedicated Corporate Account contact, where applicable
For larger, customised, festive or project-based orders, we recommend contacting our Corporate Team so that we can assist with product selection, quantities, pricing, delivery requirements and other arrangements.
Yes. Companies with multiple purchasers can nominate authorised users for their corporate gifting requirements.
For companies with several departments or branches, we recommend discussing your purchasing structure with our Corporate Team so we can advise on the most practical arrangement for ordering, account servicing and billing.
We support a wide range of corporate gifting requirements, including:
- Employee appreciation gifts
- Client and VIP gifts
- Festive hampers and gifts
- Flowers for employees, clients and business partners
- New baby, congratulations and get-well gifts
- Condolence and sympathy arrangements
- Appreciation gifts
- Media and partnership gifts
- Corporate event gifting
- Large-scale festive and bulk gifting projects
- Tender-based corporate gifting projects
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Whether you need a small number of personalised gifts or a larger gifting campaign, our Corporate Team can advise on the most suitable solution.
Yes. We handle bulk and high-volume corporate gifting projects, including festive campaigns and larger employee or client gifting programmes.
For larger orders, we can assist with product selection, quantities, customised packaging, delivery coordination and project requirements.
Bulk discounts may be available depending on the product, quantity and overall order value.
There is no single minimum quantity that applies to every corporate order.
Minimum quantities, pricing and production requirements may vary depending on the product, level of customisation, packaging requirements and delivery schedule.
For larger or customised projects, please share your estimated quantity and requirements with our Corporate Team so we can advise accordingly.
Yes. Festive gifting is one of our corporate services, including campaigns for occasions such as Chinese New Year, Hari Raya, Deepavali and Christmas.
For larger festive programmes, we can assist with product selection, bulk quantities, customised packaging, corporate branding and delivery coordination.
For high-volume or tender-based projects, early planning is recommended, particularly during peak festive periods.
Yes. Corporate gifting does not have to be one-size-fits-all.
Our Corporate Team can help you plan gifting according to factors such as:
- Recipient profile
- Department or business relationship
- Occasion
- Budget
- Quantity
- Dietary or religious considerations
- Preferred gift type
- Corporate branding
- Delivery requirements
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For larger programmes, we can help coordinate multiple gift selections within the same corporate project.
Yes. For larger corporate projects, our Corporate Team can assist with quotations, product selection, customisation, order coordination, delivery arrangements and corporate billing requirements.
For complex projects, we recommend providing your requirements as early as possible so the team can confirm product availability, pricing, preparation time and delivery arrangements.
Giftlab's current payment information also states that the Corporate Concierge team can assist with formal quotations, purchase order coordination, consolidated billing and customised proposals.
Yes. Approved Corporate Account customers may receive corporate benefits and preferential pricing, depending on the type of order and applicable corporate terms.
These may include:
- Corporate account discounts
- Bulk or volume discounts
- Festive project pricing
- Special quotations for larger projects
- Customised proposals
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The actual discount depends on the products, quantities, project requirements and agreed corporate terms.
Yes. Bulk discounts may be available for larger orders, festive campaigns and high-volume projects.
The discount depends on factors such as quantity, product selection and order value.
For standard gifts and hampers, volume-based discounts may apply. Customised hampers or gifts that have already been specially priced may not qualify for an additional discount.
Approved Corporate Account customers may receive welcome benefits such as a first-order discount and free delivery within Peninsular Malaysia, subject to the applicable corporate terms.
Additional corporate benefits may include ongoing account discounts, bulk-order pricing, Giftlab Rewards and dedicated account support.
Yes. Corporate customers can earn Giftlab Rewards Points, subject to the applicable Corporate Account and payment conditions.
For corporate customers using approved credit terms, points are credited after the invoice has been paid within the agreed credit period.
Giftlab's current Rewards programme awards 1 Reward Point for every RM1 spent, with points excluding items such as delivery fees, vouchers and discounted items. Points remain valid while the account remains active and are forfeited after 12 months of inactivity.
Yes. Corporate customers can redeem eligible Giftlab Rewards Points according to the Giftlab Rewards programme.
For corporate accounts, redemption may be coordinated with the company's dedicated Giftlab contact where required.
Please see Giftlab Rewards for the current points, voucher and redemption rules.
Not necessarily. Promotional vouchers and corporate pricing may be subject to separate terms and may not always be combined.
The applicable terms will depend on the promotion, product and corporate arrangement.
Where a corporate order involves special negotiated pricing, please check with your Corporate Team before placing the order.
Yes. Giftlab supports corporate purchasing processes involving Purchase Orders.
For companies with procurement requirements, our Corporate Team can assist with quotations, PO coordination, order confirmation and invoicing arrangements.
Yes. Our Corporate Team can prepare formal quotations for corporate gifting projects, including bulk, festive, customised and event-related requirements.
For larger projects, please provide details such as the products or type of gifts required, estimated quantity, budget, delivery requirements and desired delivery date.
Yes. Approved corporate customers may apply for credit terms of 7, 14 or 30 days, subject to management approval and supporting documentation.
Credit facilities are not automatically granted with every Corporate Account. Approval depends on the company's application and Giftlab's assessment.
Corporate customers with regular purchasing requirements may apply for credit facilities.
Supporting documents may include company registration information, company profile and other documents requested by Giftlab.
Credit approval is subject to management review, and payment must be made within the agreed credit period.
Giftlab's Terms of Service also state that overdue corporate accounts may result in suspension of credit privileges.
Giftlab's corporate materials indicate eligibility may be considered for companies with established purchasing activity, including businesses spending at least RM8,000 per annum or placing at least two orders per month, subject to approval.
Yes, consolidated billing may be available for approved Corporate Account customers, particularly where a company has recurring orders, multiple delivery locations or several authorised purchasers.
The exact billing arrangement will depend on your corporate account and agreed payment terms.
Yes. We understand that corporate purchasing may require more than simply placing an online order.
Depending on your requirements, our Corporate Team can assist with:
- Formal quotations
- Purchase Orders
- Corporate billing
- Consolidated billing
- Credit facilities, subject to approval
- Customised proposals
- e-Invoicing
- Delivery coordination
Yes. Corporate customers can use the payment methods available on Giftlab, including company credit cards, online payment methods and other approved corporate arrangements.
For Purchase Orders, credit facilities or special billing arrangements, please coordinate with our Corporate Team.
Yes. We offer customised corporate gifting solutions based on your budget, recipient profile, occasion and brand requirements.
Depending on the project, customisation may include:
- Hamper contents
- Gift selection
- Greeting cards
- Ribbons
- Packaging
- Branded sleeves
- Corporate colours
- Personalised presentation
The level of customisation depends on the product and order quantity.
Yes. Where practical, we can incorporate your company branding into corporate gifts and packaging.
Depending on the project, this may include branded sleeves, ribbons, greeting cards or other personalised packaging.
Our team will advise on what is practical based on the product, quantity, production requirements and budget.
Yes, customised hamper contents can be discussed for corporate projects.
The available options depend on the type of hamper, product availability, quantity, budget and any dietary or other requirements.
For larger corporate orders, our team can propose a selection based on your brief rather than limiting you to an existing standard hamper.
Yes. We can explore bespoke corporate gifting projects where the gift, presentation and packaging are developed around your requirements.
Bespoke projects are assessed individually based on quantity, budget, production requirements, product availability and delivery schedule.
For a bespoke proposal, please contact our Corporate Team with your brief.
Yes. Where the product and order format allow, corporate gifts can be personalised for individual recipients.
For larger programmes, please provide the recipient list and any required names, messages or other personalisation details to our Corporate Team so we can advise on the most suitable process.
Yes. Corporate gifts can be prepared for events such as product launches, media events, corporate functions and appreciation occasions.
However, event floral styling and event management are separate services. For floral styling, please refer to our Corporate Events service.
Yes. We can support businesses with recurring gifting requirements such as:
- Employee milestones
- Client appreciation
- VIP gifting
- New baby gifts
- Congratulations
- Get-well or wellness gifts
- Condolence arrangements
- Festive gifting
- Corporate anniversaries
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For regular programmes, a Corporate Account can make ongoing ordering and coordination easier.
Yes. Corporate orders can involve multiple recipients and delivery addresses.
For larger or multi-recipient orders, provide the recipient list, delivery addresses, preferred delivery dates and any individual personalisation requirements to our Corporate Team.
The team can then advise on the most efficient ordering and delivery arrangement.
Yes. A corporate gifting project can include different products or gift selections for different recipient groups, subject to product availability and project requirements.
This is particularly useful when different gifts are required for employees, clients, VIPs, partners or media contacts.
Yes. Giftlab can support corporate customers with multiple delivery locations.
For recurring corporate floral services, multiple company locations can also be coordinated under one Corporate Account with consolidated billing where applicable.
For larger gifting programmes, please provide the branch list and delivery requirements to our Corporate Team.
For recurring requirements, we can discuss an ongoing corporate gifting arrangement with you.
The most suitable approach depends on whether you need recurring flowers, regular individual gifts, festive campaigns or scheduled employee/client gifting.
For recurring flowers, please see our separate Flower Subscription and Corporate Flowers services rather than treating them as standard Corporate Orders.
Yes. Giftlab has experience supporting larger corporate gifting projects and tender-based requirements.
For such projects, we can discuss product selection, quantities, pricing, customisation, packaging, delivery requirements and project timelines.
Larger projects are assessed individually based on scope, preparation requirements and scheduling.
Yes. We can provide gifts for corporate events, including appreciation gifts for:
Speakers
VIP guests
Media partners
Sponsors
Employees
Business partners
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These may include flowers, hampers or curated gift sets.
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For event floral styling, such as stage arrangements, gala dinner centrepieces or boardroom florals, please refer to our dedicated Corporate Events service.
Yes. Giftlab offers international flower and gift delivery through our network of florist partners.
International orders are coordinated separately from Malaysia domestic delivery, and product availability, pricing, delivery timing and substitution policies depend on the destination country and local florist.
Corporate customers can also contact our team directly for larger international gifting requirements.
Yes. Malaysian companies can use Giftlab's international delivery service to send flowers and gifts to recipients in supported overseas destinations.
For larger corporate programmes, our team can help coordinate the requirements and liaise with our overseas florist network.
International delivery follows separate destination-based arrangements, so delivery availability and timing should be confirmed before ordering.
7. Tax & E-Invoicing
An e-Invoice is a digital representation of a transaction between a seller and buyer. It contains transaction details such as the seller and buyer information, description of goods or services, quantity, price, tax information where applicable and total amount.
In Malaysia, e-Invoicing is implemented under the framework administered by the Inland Revenue Board of Malaysia (LHDN/HASiL).
For customers who require an official e-Invoice from Giftlab, simply select āRequire e-Invoiceā during checkout and provide the required details.
An e-Invoice is a digital tax document issued and validated through Malaysia's e-Invoice framework.
For customers who require an e-Invoice for their company's accounting or tax purposes, Giftlab can issue the appropriate e-Invoice when the required information is provided.
You do not need to request an e-Invoice simply because you are making a personal purchase. Whether your business requires an e-Invoice depends on your own accounting and tax requirements.
Yes. Giftlab supports official invoices and e-Invoicing for customers who require them.
During checkout, select āRequire e-Invoiceā and provide the requested company or taxpayer details.
For corporate purchases involving Purchase Orders, bulk orders or special procurement requirements, our Corporate Team can also coordinate invoice arrangements.
The information is required so that the e-Invoice can be issued to the correct business or taxpayer and contain the necessary details for accounting and tax purposes.
Depending on the type of customer and transaction, Giftlab may require information such as:
- Company or taxpayer name
- Business Registration Number (BRN), where applicable
- Tax Identification Number (TIN)
- Registered address
- Email address
- SST registration number, if applicable
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Please make sure the information provided is accurate before submitting your order.
For a company e-Invoice, please provide the details requested during checkout, which may include:
- Company name
- Business Registration Number / TIN
- Registered address
- Email address
- SST registration number, if applicable
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The exact information required may depend on the type of taxpayer and the requirements of the e-Invoice system.
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Giftlab may contact you if additional information is required to process the e-Invoice correctly.
If you are making a personal purchase and do not require a business e-Invoice, you may not need to provide company information.
If you require an e-Invoice, Giftlab will request the information required for the applicable taxpayer type.
Because e-Invoice requirements can differ between individual and business transactions, please provide the details requested at checkout accurately.
At checkout, select āRequire e-Invoiceā and complete the requested company or taxpayer information.
For corporate bulk orders, Purchase Orders or customised projects, you may also request invoice coordination through our Corporate Team.
Yes, where the order and invoice status allow it.
Giftlab's current corporate e-Invoice guideline allows customers to request an e-Invoice after checkout through the invoice-request process. For such requests, customers should submit the request within 3 days of the order to allow the invoice details to be processed correctly.
Please provide your order number and the complete company or taxpayer information required.
Yes. Giftlab's current corporate e-Invoice process allows customers to request an e-Invoice after checkout.
Please submit the request as soon as possible, preferably within 3 days of placing the order, together with the correct company or taxpayer information.
Requests made after the applicable processing period may not be possible, particularly if the original invoice has already been finalised.
Giftlab will issue the e-Invoice after the order has been processed and payment has been confirmed, subject to the required information being complete and accurate.
The e-Invoice will be sent to the email address provided for the invoice.
For corporate orders, bulk projects or Purchase Order arrangements, the timing may depend on the agreed invoicing process.
Not necessarily.
If you require an e-Invoice, please select āRequire e-Invoiceā during checkout and provide the required information.
For corporate orders arranged through our Corporate Team, e-Invoice requirements can be coordinated as part of the order or procurement process.
First, please check the email address provided for the order, including your spam or junk folder.
If you still cannot locate your e-Invoice, contact Giftlab with your order number and the email address used for the purchase.
For corporate orders, your Corporate Team contact can also assist with invoice enquiries.
Please contact Giftlab as soon as you notice an error ā preferably before the e-Invoice is issued and validated.
If an e-Invoice has already been issued and submitted through the LHDN system, the correction process may require cancellation or the issuance of an appropriate adjustment document, depending on the circumstances.
For this reason, please carefully check your company name, TIN, registration number and other invoice details before submitting your order.
Please contact Giftlab as soon as possible.
Under the LHDN e-Invoice framework, an e-Invoice can generally be cancelled by the supplier within 72 hours from validation where the applicable conditions are met. After that period, adjustments are generally handled through an appropriate credit note, debit note or refund note e-Invoice rather than simply editing the original document.
Any correction is subject to the applicable e-Invoice rules and Giftlab's processing procedures.
A credit note e-Invoice is an adjustment document used to reduce or otherwise adjust the value of a previously issued e-Invoice.
For example, it may be used where an adjustment is required after the original e-Invoice has been issued and the transaction cannot simply be cancelled or amended directly.
The credit note must reference the relevant original e-Invoice.
Once the 72-hour cancellation period has passed, the original e-Invoice generally cannot simply be cancelled.
Where an adjustment is required, LHDN's guidance provides for the use of an appropriate credit note, debit note or refund note e-Invoice, depending on the nature of the adjustment.
The adjustment should reference the original e-Invoice.
Where an adjustment is required, Giftlab will follow the applicable e-Invoice process and issue the appropriate document where necessary.
Please contact our team with your order number and details of the required correction or adjustment.
The exact document issued depends on the nature of the transaction and adjustment.
Yes. Overseas customers or companies purchasing gifts for delivery in Malaysia may request an e-Invoice where applicable.
Please select āRequire e-Invoiceā during checkout and provide the required company or taxpayer details.
For overseas corporate customers, particularly where the purchase is being made on behalf of a company, we recommend contacting our Corporate Team if you require specific invoicing or procurement documentation.
Businesses should retain relevant tax and transaction records in accordance with Malaysian record-keeping requirements.
LHDN materials state that business records should generally be retained for 7 years for audit purposes. LHDN also notes that e-Invoices remain stored in the MyInvois system for up to two years, so taxpayers are advised to maintain their own records rather than relying solely on the portal.
For your company's specific tax obligations, please consult your accountant or tax adviser.
Giftlab retains transaction and invoicing records as required for our business and accounting purposes.
Customers should also retain their own e-Invoice and supporting documentation for their accounting and tax records.
For specific record-retention requirements applicable to your business, please consult your accountant or tax adviser.
Where applicable, taxes will be reflected in the pricing or invoice according to the applicable Malaysian tax requirements.
Giftlab's e-Invoice process will include tax information where required.
For the most accurate information about whether a particular product or service is subject to SST or another tax, please refer to the applicable product/order details or contact our team.
For recurring requirements, we can discuss an ongoing corporate gifting arrangement with you.
The most suitable approach depends on whether you need recurring flowers, regular individual gifts, festive campaigns or scheduled employee/client gifting.
For recurring flowers, please see our separate Flower Subscription and Corporate Flowers services rather than treating them as standard Corporate Orders.