A. About Florae

1. What is Florae?

Florae is a Malaysia-based multi-brand online retailer operated by U BEAUTY ESSENTIALS.

We carefully select products across nutritional supplements, skincare, makeup, personal care and herbal care. All products are sourced through official brand sales channels, legitimate distribution channels recognised by the relevant brands, or other verifiable legitimate sources of genuine products, and are independently retailed through the Florae official website.

2. Is Florae the manufacturer, official brand website or official flagship store?

No.

Florae is an independently operated multi-brand online retailer. Unless expressly stated on a specific product page, Florae is not the manufacturer, brand owner, official brand website, official flagship store or official representative of the products sold.

Products sold by Florae are sourced through official brand sales channels, legitimate distribution channels recognised by the relevant brands, or other verifiable legitimate sources of genuine products.

Sourcing products through legitimate genuine-product channels does not mean that Florae is the official website, official flagship store or agent of the relevant brand.

3. What types of products does Florae sell?

Florae currently offers products mainly in the following categories:

• Health Supplements
• Skincare
• Makeup
• Personal Care
• Herbal Care

The actual product selection, specifications and stock availability are based on the information displayed on the website at the relevant time.

4. Does Florae have a physical store?

Florae operates as an online business and does not have a physical walk-in store where customers can shop in person.

All orders must be submitted through the Florae official website and will be delivered using the applicable delivery method. We do not accept walk-in shopping or provide customer self-pickup.

5. Can I visit Florae to purchase or collect an order?

No.

Florae does not provide walk-in shopping or customer self-pickup. Without prior approval from Florae’s official customer service team, customers must not visit any address to collect, exchange or return products.

B. Products and Purchasing

6. Why might the product packaging differ slightly from the website images?

A brand or manufacturer may update its packaging, labels, text arrangement, colours, accessories or other appearance details without prior notice.

Minor differences may also occur between production batches. Screen settings, lighting and photography may affect how colours appear.

Where the product name, model, specification and main contents are consistent, minor packaging differences generally do not mean that the wrong product was supplied or that the product has a quality issue.

7. What happens if a product is sold out?

Product availability is based on the stock status displayed on the website at the relevant time.

A sold-out product is not guaranteed to be restocked, and Florae cannot guarantee a specific restocking date. Customers may check the product page again later or contact Florae through the official WhatsApp channel for a general stock enquiry.

8. What should I check before placing an order?

Before submitting an order, please carefully check:

• Product name, specification and quantity
• Product information, ingredients, directions and warnings
• Recipient’s name
• Valid contact telephone number
• Complete delivery address
• Unit, floor or building information
• Postal code and state
• Delivery charge
• Payment method
• Total order amount

After an order has been submitted and generated by the system, some information cannot be amended directly.

9. Does Florae provide medical or health advice?

No.

Nutritional, skincare, herbal care and health-related information on the website is provided as general product information only. It does not constitute medical diagnosis, medical advice or treatment advice.

For questions involving a medical condition, medication, allergy or special health circumstance, please consult a qualified healthcare professional.

10. What should I consider before using supplements or skincare products?

Before use, customers should read the product page, packaging, ingredients, specifications, directions, dosage, warnings and storage instructions.

Product suitability and results may vary depending on individual health, skin type, lifestyle and other factors.

Customers with a history of allergies, who are pregnant, breastfeeding, taking medication, living with a medical condition or having special health circumstances should consult a qualified healthcare professional before purchasing or using the relevant product.

C. Orders and Payments

11. How can I confirm that my order was successfully submitted?

After an order has been successfully submitted, the website will normally display an order confirmation page, order number or relevant order notification.

An order notification means that the system has received the order. The order will enter formal processing only after payment has been received and verified.

Please retain the order number and payment evidence. If you cannot confirm the order or payment status, do not make repeated payments or place a duplicate order. Contact Florae first.

12. Can I change the products, quantity or delivery information after placing an order?

After an order has been submitted and generated by the system, the products, quantities, delivery address, recipient’s name and contact details generally cannot be amended directly.

If you discover an error, contact Florae immediately. Depending on the processing status, the available option may be to request cancellation of the original order and place a new order only after Florae has expressly approved the cancellation.

A cancellation request is not guaranteed to be successful.

13. Can I cancel an order?

Customers may contact Florae immediately to request cancellation, but whether an order can be cancelled depends on its processing status at the relevant time.

An order is considered cancelled only after Florae has expressly confirmed the cancellation. Customers must not assume that an order has been cancelled without confirmation.

14. Why might an order cancellation be unsuccessful?

After submission, an order may already have entered one or more of the following stages:

• Payment verification
• Inventory confirmation
• Product picking
• Product inspection
• Packing
• Preparation or printing of the shipping label
• Generation of the tracking number
• Waiting for collection by the logistics company
• Handover to the logistics company

Florae may refuse a cancellation request where the order has entered a stage that can no longer reasonably be stopped.

15. Does Florae provide Cash on Delivery?

No.

Florae does not provide Cash on Delivery or COD. Customers must complete payment using a valid payment method displayed at checkout at the relevant time.

16. Which payment methods can I use?

The payment methods currently available will be displayed at checkout. Please complete payment according to the instructions shown on the page or provided by Florae’s official customer service team.

Payment options may change depending on payment services, system settings or operational arrangements. The options shown at checkout at the relevant time will apply.

17. What should I do if my payment fails?

Please first check:

• Whether the payment information is correct
• Whether the full amount was paid
• Whether the bank or e-wallet shows a successful transaction
• Whether the internet connection is stable
• Whether the transaction was declined by the bank or payment service provider

Do not make repeated payments when the payment status is unclear. Contact Florae and provide the order number and relevant payment information.

18. What should I do if I paid more than once?

Contact Florae immediately and provide:

• Order number
• Date and time of payment
• Amount of each payment
• Payment receipt or transaction record
• Basic identifying information relating to the payment account

Florae will review the order and the actual funds received. Submission of information does not mean that a refund is automatically approved. Further handling will be based on the verification result.

19. Will Florae ask for my online banking password or payment PIN?

No.

Florae will not ask customers through WhatsApp, email or customer service channels to provide:

• Online banking password
• Payment PIN
• Full bank card details
• Bank security or verification code
• Account login password

Do not disclose this sensitive information to anyone.

D. Delivery

20. Where does Florae deliver?

Florae currently delivers to serviceable addresses within Malaysia, including:

• West Malaysia
• East Malaysia, including Sabah, Sarawak and Labuan

Actual serviceability remains subject to the complete address, postal code, logistics coverage, parcel conditions and logistics operating circumstances at the relevant time.

21. Does Florae provide international delivery?

Florae does not currently provide general international delivery.

Unless otherwise clearly stated on the website or confirmed in writing in advance through an official Florae channel, orders will only be delivered to serviceable addresses within Malaysia.

22. How are delivery charges calculated?

Delivery charges are mainly calculated according to factors including:

• Total chargeable weight of the products in the order
• Delivery region
• Parcel dimensions
• Product characteristics
• Packaging requirements
• Remote or restricted locations
• Delivery settings applicable at the relevant time

Delivery charges are not calculated solely according to the number of products.

The final delivery charge will be displayed in the shopping cart or at checkout. Customers must review and confirm the charge before payment.

23. Does Florae offer free delivery?

Florae may offer free delivery, reduced delivery charges or other delivery promotions from time to time.

The applicable minimum spending requirement, delivery region, products, validity period and other conditions will be based on the website, shopping cart, checkout page or relevant promotional notice displayed at the relevant time.

A free-delivery or delivery benefit applied to the original order will not automatically apply to a return or re-delivery caused by a customer-related reason.

24. How long does Florae take to process an order after payment?

After payment has been received and verified, the order will usually be processed and arranged for dispatch within 1 to 2 business days.

A business day means Monday to Friday, excluding Malaysian public holidays.

Processing may take longer where payment cannot be verified, inventory requires confirmation, order volume increases, the logistics company does not collect as scheduled or other circumstances outside Florae’s reasonable control occur.

25. What is Florae’s order cut-off time?

The general order cut-off time is:

12:00 noon, Monday to Friday.

Orders for which payment is completed and successfully verified before 12:00 noon will begin processing on the same day.

Beginning processing on the same day does not guarantee that packing, handover to the logistics company, the first tracking scan or delivery will occur on the same day.

26. Does Florae dispatch orders on weekends and public holidays?

Florae generally arranges dispatch from Monday to Friday.

Orders may be processed, inspected or packed on Saturday, but Florae does not guarantee that the logistics company will collect the parcel or that dispatch will be completed on Saturday.

Orders are not processed or dispatched on Sunday or Malaysian public holidays.

27. Which logistics company does Florae use?

Florae does not use one fixed logistics company for every order.

The logistics company will be selected according to the delivery region, parcel weight and dimensions, product characteristics, service coverage, estimated delivery period, transportation cost and practical fulfilment requirements.

Customers generally cannot select the logistics company. A customer with a special request should contact Florae before submitting the order, but acceptance is not guaranteed.

Any additional charge arising from a special logistics arrangement must be accepted and paid by the customer in advance.

28. How long will delivery take?

The estimated delivery period begins when the parcel is formally handed to the logistics company:

• West Malaysia: approximately 2 to 5 business days
• East Malaysia: approximately 5 to 10 business days
• Remote, island, restricted or limited-coverage areas: a longer period may be required

All delivery periods are estimates only and do not constitute guaranteed arrival dates.

29. Why do I have a tracking number but no tracking record?

The generation of a tracking number does not mean that the logistics company has already collected the parcel, completed the first scan or updated its system.

Even after the parcel has been handed to the logistics company, the record may be delayed because of a late first scan, delayed data synchronisation or a logistics-system issue.

A temporary absence of updates does not mean that the parcel has not been handed over or has been lost. Please allow the logistics company a reasonable period to complete scanning and data synchronisation.

30. What should I do if the tracking has not updated for a long time?

If there has been no material tracking update for 7 consecutive calendar days, or the parcel has clearly exceeded the estimated delivery period, please contact Florae.

Within reasonable limits, Florae may review the tracking information, contact the logistics company, submit an exception report or request a logistics investigation.

The logistics company’s response and investigation speed are outside Florae’s control. A delay alone does not mean that the parcel has been lost.

31. Can I change my address after placing an order?

Once the order has been generated by the system, the delivery address, recipient’s name and contact details cannot be amended directly.

If an error is discovered, contact Florae immediately. The correct procedure is to request cancellation of the original order and place a new order using the correct information only after Florae has expressly approved the cancellation.

Cancellation is not guaranteed. After the parcel has been handed to the logistics company, customers cannot request a change of address or contact details or cancellation of delivery.

32. How are remote or non-serviceable addresses handled?

Where an address is in a remote area, island, post-office box, restricted location or another area that cannot normally be served, Florae may:

• Request another serviceable address
• Require payment of a reasonable additional delivery charge
• Use another logistics company
• Adjust the delivery arrangement
• Cancel an order that has not yet been dispatched where delivery cannot reasonably be completed

The customer must respond within 1 calendar day after Florae issues the relevant notification.

If the customer does not respond within the required period, Florae may suspend processing, retain the relevant inventory arrangement, cancel an order that has not yet been dispatched or make another reasonable arrangement.

33. What happens if the address is incorrect, no one receives the parcel or the customer refuses delivery?

Where delivery fails because of a customer-related reason, the resulting delay, return charge and re-delivery charge may be borne by the customer. Customer-related reasons include:

• Incorrect or incomplete address
• Unreachable telephone number
• No one being available to receive the parcel
• Inaccessible delivery location
• Failure to cooperate with logistics arrangements
• Failure to collect the parcel within the required period
• Refusal of delivery without a reasonable basis
• Failure to inform security personnel, building management or an authorised recipient

Customers must not refuse a parcel as a substitute for submitting a formal cancellation, return or refund request.

34. How can a returned parcel be re-delivered?

Where a parcel is returned because of a customer-related reason, Florae will first inspect the return reason, product quantity, packaging, seals, product condition and logistics records.

Where re-delivery is permitted, the customer must first pay the actual and reasonable re-delivery charge.

The customer must, within 1 calendar day after Florae issues the re-delivery charge notification:

• Complete payment
• Provide payment confirmation
• Confirm the re-delivery arrangement

Any free-delivery or delivery benefit applied to the original order will not automatically continue to apply to the re-delivery.

35. What should I do if tracking shows delivered but I have not received the parcel?

You must contact Florae within 24 hours after the tracking status shows that the parcel has been delivered.

Before contacting us, please check with:

• Family members
• Neighbours
• Security personnel or building management
• Company reception or front-desk staff
• Any location designated by the logistics personnel
• The actual delivery address stated in the order

Florae may request an investigation from the logistics company and review delivery photographs, signature records, scan information, delivery-location records and other reasonable evidence.

A delivered tracking status followed by a statement that the parcel was not received does not mean that Florae must immediately provide a replacement or refund. Further handling will be determined according to the logistics investigation, available evidence and the Refund Policy.

36. Can I collect my order myself?

No.

Florae does not operate a customer walk-in physical store and does not provide customer self-pickup.

Without approval from Florae’s official customer service team, customers must not visit any address to collect, exchange or return products.

E. Issues After Receiving an Order

37. What should I do if I receive an incorrect, missing, broken or leaking product?

Contact Florae within 24 hours after the logistics tracking system shows that the parcel has been delivered.

Applicable issues include:

• Incorrect product
• Missing product or quantity
• Broken product
• Leaking product
• Visible delivery damage
• Abnormal seal condition
• Missing accessory
• Missing confirmed promotional gift

Reporting after the required period may affect Florae’s ability to verify when the issue occurred, the logistics circumstances and the relevant responsibility.

38. What evidence must I provide?

The information generally required includes:

• Order number
• Clear explanation of the issue
• Product photographs
• Photographs of the courier box and internal packaging
• Complete photograph of the courier shipping label
• Photographs of relevant labels, batch numbers or seals
• Other evidence reasonably requested by Florae

Please retain the product, packaging, shipping label, accessories and promotional gifts until the case has been fully resolved.

39. Is an unboxing video always required?

An unboxing video is not an absolute requirement for every request.

However, where photographs, packaging, parcel weight or logistics records cannot establish when the issue occurred, Florae may require a complete and unedited unboxing video or other equally reliable contemporaneous evidence.

40. Why must visible issues be reported within 24 hours?

Visible issues such as an incorrect product, missing item, broken or leaking product, delivery damage or abnormal seal condition should be reported promptly so that the following information can be reviewed:

• Condition of the parcel immediately after delivery
• Product and packaging condition
• Logistics records
• Parcel weight
• Relevant photographs and evidence

Prompt reporting helps Florae conduct an enquiry with the logistics company or another relevant party. Submission of a request does not mean that it is automatically approved.

41. Does damage to the outer courier box automatically qualify for a refund?

No.

Damage to the outer box does not mean that the product inside is necessarily damaged, and it does not mean that a refund is automatically approved.

Florae will review the product condition, internal packaging, seals, logistics records and evidence provided by the customer.

Complete conditions are stated in the Refund Policy.

F. Returns and Refunds

42. Can I return a product because I changed my mind or selected the wrong product?

Generally, no.

A change of mind, no longer needing the product, selecting the wrong product, finding a lower price at another store or personal preference is not generally a valid reason for return or refund.

43. Can an unopened product always be returned?

Not necessarily.

Even where a product remains unopened, Florae is not obligated to accept a return requested because of a change of mind, incorrect selection or personal preference.

The return request remains subject to review under the Refund Policy.

44. Can an opened or used product be returned?

The following products are generally not eligible for return or refund once opened, used, tested or where the hygiene seal has been broken:

• Nutritional supplements
• Food and beverage products
• Skincare products
• Cosmetics and makeup products
• Personal care products
• Herbal care products
• Other hygiene-related products

Consumer rights that cannot lawfully be excluded remain unaffected.

45. Can I receive a refund if the product does not suit my skin or the results do not meet my expectations?

Generally, no.

Individual skin suitability, sensitivity, scent, taste, texture or results differing from expectations is generally not a valid refund reason.

Customers should review the ingredients, information, directions and warnings before purchase and use, and make a decision according to their personal circumstances.

46. Can I send a product back without approval?

No.

Customers must not send a product to any address without approval from Florae’s official customer service team. The address printed on the parcel’s shipping label must not be treated as a return address.

A product returned without approval may not be identifiable, accepted or processed.

47. How soon must an approved return be dispatched?

An approved return must be dispatched within 2 calendar days after Florae issues the return instructions, or the product must be made available for collection by the logistics company at the time specified by Florae.

If the product is not dispatched within two calendar days or is not made available for collection at the specified time, the return approval may automatically expire unless Florae agrees in writing to extend the period.

The customer must follow the return address, logistics method, packaging requirements and other return instructions provided by Florae.

48. How long does a refund take?

After receiving complete application information, Florae aims to provide an initial response within 3 business days.

After a refund has been approved, Florae aims to issue the refund instruction within 3 to 7 business days.

The bank, payment gateway or payment service provider may require up to 14 additional business days for the funds to appear in the customer’s account.

49. Will the original delivery charge be refunded?

Whether the original delivery charge is refundable depends on the reason for the issue, responsibility, actual logistics costs and the applicable refund rules.

Where a parcel is returned because of an incorrect address provided by the customer, no one being available to receive it, refusal of delivery, failure to collect it or another customer-related reason, the original delivery charge may be non-refundable and an additional return charge may apply.

Complete conditions are stated in the Refund Policy and Shipping Policy.

50. Must the customer pay re-delivery charges where the delivery failure was customer-related?

Yes.

Where a parcel is returned because of an incorrect address, no one being available to receive it, an unreachable telephone number, refusal of delivery, failure to collect within the required period or another customer-related reason, the customer must pay the actual and reasonable re-delivery charge.

Any free-delivery or delivery promotion applied to the original order will not automatically apply to the re-delivery.

G. Contact and Customer Service

51. How can I contact Florae?

You may contact Florae through the following official channels:

WhatsApp Business
+60 14-372 3282

Customer Service Email
ubeautyessentials@gmail.com

For order-related enquiries, contacting us through WhatsApp is recommended. Please provide the order number and relevant information.

52. What are Florae’s customer service hours?

Monday to Friday
10:00 AM to 6:00 PM

Saturday
10:00 AM to 1:00 PM

Sunday and Malaysian public holidays
Closed

53. When will a message sent outside business hours be answered?

Messages received outside business hours will be attended to on the next business day.

Actual response time may be affected by the volume of enquiries, complexity of the case, payment verification or the progress of a logistics investigation.

54. What information should I provide when contacting Florae about an order?

Please provide:

• Order number
• Name used for the order
• Contact telephone number
• Tracking number, where applicable
• Clear explanation of the issue
• Relevant photographs, videos or payment information

Complete information helps Florae verify and handle the matter more efficiently.

H. Member Accounts and Privacy

55. Must I register a member account before placing an order?

Yes.

Customers must register and log in to a Florae member account before proceeding to checkout and submitting an order.

After registering, customers can use their account to view relevant order records and, where the applicable promotional conditions are met, use vouchers, free-delivery benefits, reduced delivery charges or other member benefits offered on the website.

The benefit, validity period, minimum spending requirement, eligible products and other conditions will be based on the website, shopping cart, checkout page or relevant promotional notice displayed at the relevant time.

56. What should I do if I forget my account password?

Customers may select “Forgot Password” on the Florae member login page and follow the instructions sent to the registered email address or another enabled contact method to reset the password.

Where the page provides a login-link function, customers may also follow the displayed instructions to obtain a login link.

If a customer cannot remember the email address or telephone number used to register the account, the customer may contact Florae’s official customer service team and provide information reasonably required for account verification.

To protect personal information, Florae will not disclose or change member account information without reasonable verification.

57. How does Florae handle personal information?

Florae collects and processes information necessary for:

• Member account creation and management
• Order processing
• Payment verification
• Delivery
• Customer service
• Returns and refunds
• Fraud prevention and website security
• Compliance with applicable legal requirements

Florae does not sell or rent customers’ personal information.

Complete information is available in the Privacy Policy.

58. How can I view or update my personal information?

Customers may log in to their Florae member account and access the account-information section to view and update editable personal information, contact details and saved addresses.

After the changes have been saved, the system will update the relevant information recorded in the member account. Prior approval from Florae is generally not required.

Please note that updating member account information will not retrospectively change:

• An order that has already been submitted
• Logistics information that has already been generated
• A shipping label that has already been printed
• Information in an order that is being processed or delivered

An existing order will continue to be processed using the information provided when the order was submitted.

If a customer cannot log in or wishes to make another personal-information request, the customer may contact Florae through the official WhatsApp Business number or customer service email.

Complete information is available in the Privacy Policy.

A. 关于 Florae

1. Florae 是什么？

Florae 是由 U BEAUTY ESSENTIALS 经营的马来西亚多品牌线上零售商。

我们精选营养保健、护肤、彩妆、个人护理及草本护理等不同类别的商品。所有商品均通过品牌官方销售渠道、品牌认可的正规经销渠道或其他可核实的正规正品供应渠道采购，并由 Florae 通过官方网站独立零售。

2. Florae 是商品制造商、品牌官网或官方旗舰店吗？

不是。

Florae 是独立经营的多品牌线上零售商，并非所售商品的制造商、品牌持有人、品牌官方网站、官方旗舰店或品牌官方代表，除非个别商品页面另有明确说明。

Florae 所售商品均通过品牌官方销售渠道、品牌认可的正规经销渠道或其他可核实的正规正品供应渠道采购。

商品来自正规正品供应渠道，并不代表 Florae 是相关品牌的官方网站、官方旗舰店或代理商。

3. Florae 销售哪些商品？

Florae 目前主要提供以下商品类别：

• Health Supplements｜营养保健
• Skincare｜护肤
• Makeup｜彩妆
• Personal Care｜个人护理
• Herbal Care｜草本护理

实际商品种类、规格及库存，以网站当时显示的内容为准。

4. Florae 有实体门店吗？

Florae 是线上经营业务，不设顾客可以直接进入购物的 walk-in 实体门店。

所有订单须通过 Florae 官方网站提交，并按照订单适用的配送方式安排寄送。我们不接受顾客上门购物，也不提供顾客自行取货服务。

5. 可以上门购买或自行取货吗？

不可以。

Florae 不提供顾客自行上门购买或取货服务。未经 Florae 官方客服事先批准，顾客不得自行前往任何地址取货、换货或退货。

B. 商品与购买

6. 商品包装为什么可能与网站图片有轻微差异？

品牌或制造商可能在没有预先通知的情况下更新包装、标签、文字排列、颜色、配件或其他外观细节。

不同生产批次也可能存在轻微差异，屏幕、光线及拍摄效果亦可能影响颜色显示。

只要商品名称、型号、规格及主要内容相符，轻微包装差异通常不代表商品错误或存在品质问题。

7. 商品售罄怎么办？

商品库存以网站当时显示的状态为准。

售罄商品不保证一定补货，也无法保证具体补货日期。顾客可以稍后重新查看商品页面，或通过 Florae 官方 WhatsApp 查询一般库存情况。

8. 下单前应检查哪些资料？

提交订单前，请仔细检查：

• 商品名称、规格及数量
• 商品说明、成分、用法及警告
• 收件人姓名
• 有效联系电话
• 完整配送地址
• 单位、楼层或建筑资料
• 邮政编码及州属
• 配送费用
• 付款方式
• 订单总金额

订单提交并由系统生成后，部分资料不能直接修改。

9. Florae 提供医疗或健康建议吗？

不提供。

网站上的营养、护肤、草本护理及健康相关内容只属于一般商品资讯，不属于医疗诊断、医疗建议或治疗建议。

如有疾病、药物、过敏或特殊身体状况方面的问题，请咨询合格的医疗专业人士。

10. 使用营养补充品或护肤品前应注意什么？

使用前应阅读商品页面、商品包装、成分、规格、用法、用量、警告及保存方法。

商品适用性及使用效果可能因个人体质、肤质、生活习惯及其他因素而异。

有过敏史、怀孕、哺乳、正在服药、患有疾病或有特殊身体状况的顾客，应在购买或使用前咨询合格的医疗专业人士。

C. 订单与付款

11. 如何确认订单已成功提交？

订单成功提交后，网站通常会显示订单确认页面、订单号码或发送相关订单通知。

订单通知表示系统已经收到订单，但订单须在付款收到并完成核实后，才会进入正式处理流程。

请保存订单号码及付款证明。如无法确认订单或付款状态，请勿重复付款或重复下单，应先联系 Florae。

12. 下单后可以修改商品、数量或配送资料吗？

订单提交并由系统生成后，商品、数量、收件地址、收件人姓名及联系方式通常不能直接修改。

如发现资料错误，请立即联系 Florae。根据订单处理状态，可能只能申请取消原订单，并在获得 Florae 明确批准后重新下单。

取消申请不保证能够成功。

13. 可以取消订单吗？

顾客可以立即向 Florae 提出取消申请，但订单是否能够取消，须视当时的处理状态而定。

只有在 Florae 明确确认取消后，订单才视为已经取消。顾客不得自行假设订单已经取消。

14. 为什么取消订单不一定成功？

订单提交后，可能已经进入以下流程：

• 付款核实
• 库存确认
• 商品拣货
• 商品检查
• 包装
• 快递单制作或打印
• 物流编号生成
• 等待物流公司取件
• 已交给物流公司

如订单已经进入无法合理停止的阶段，Florae 可以拒绝取消申请。

15. 可以货到付款吗？

不可以。

Florae 不提供 Cash on Delivery（COD）或货到付款。顾客必须使用结账页面当时显示的有效付款方式完成付款。

16. 可以使用哪些付款方式？

结账页面会显示当前可以使用的付款方式，请按照页面或 Florae 官方客服提供的付款指示完成付款。

付款方式可能因付款服务、系统设置或运营安排而调整，因此应以结账页面当时显示的选项为准。

17. 付款失败怎么办？

请先检查：

• 付款资料是否正确
• 付款金额是否完整
• 银行或电子钱包是否显示成功
• 网络连接是否正常
• 交易是否被银行或付款服务商拒绝

无法确认付款状态时，请勿连续重复付款。可联系 Florae，并提供订单号码及相关付款资料。

18. 重复付款怎么办？

请立即联系 Florae，并提供：

• 订单号码
• 付款日期及时间
• 每笔付款金额
• 付款证明或交易记录
• 付款账户的基本识别资料

Florae 会核对订单及实际收到的款项。提交资料不代表退款自动获得批准，后续处理以核实结果为准。

19. Florae 会要求提供网银密码或付款 PIN 吗？

不会。

Florae 不会通过 WhatsApp、电邮或客服渠道要求顾客提供：

• 网上银行密码
• 付款 PIN
• 完整银行卡资料
• 银行安全验证码
• 账户登入密码

请勿向任何人提供这些敏感资料。

D. 配送

20. Florae 配送到哪些地区？

Florae 目前配送至马来西亚境内物流服务可以覆盖的地址，包括：

• 西马
• 东马，包括 Sabah、Sarawak 及 Labuan

实际能否配送，仍须视完整地址、邮政编码、物流覆盖、包裹条件及当时物流运营情况而定。

21. 是否提供国际配送？

Florae 目前不提供一般国际配送。

除非网站另有明确说明，或 Florae 事先通过官方渠道作出书面确认，否则订单只配送至马来西亚境内可覆盖的地址。

22. 运费如何计算？

配送费用主要根据以下因素计算：

• 订单商品的总计费重量
• 配送地区
• 包裹体积
• 商品性质
• 包装要求
• 偏远或受限制地区
• 当时适用的配送设置

运费不是单纯按照商品件数计算。

最终配送费用会在购物车或结账页面显示，请在付款前检查并确认。

23. 是否有免运优惠？

Florae 可能不定期提供免运、运费减免或其他配送优惠。

实际优惠门槛、适用地区、商品、期限及其他条件，以网站、购物车、结账页面或相关促销说明当时显示的内容为准。

原订单享有的免运或配送优惠，不会自动延伸至因顾客原因产生的退回或重新配送。

24. 付款后多久会处理订单？

付款成功收到并完成核实后，订单通常会在 1 至 2 个工作日内处理并安排发货。

工作日指星期一至星期五，不包括马来西亚公共假期。

付款无法核实、库存需要确认、订单量增加、物流公司未按时取件或其他不可控情况，可能导致处理时间延长。

25. Florae 的截单时间是什么？

一般截单时间为：

星期一至星期五中午 12:00。

中午 12:00 前完成付款并成功核实的订单，会在当天开始处理。

当天开始处理不代表保证当天完成包装、交给物流公司、出现扫描记录或送达。

26. 周末和公共假期会发货吗？

Florae 通常在星期一至星期五安排发货。

星期六可能处理、检查或包装订单，但不保证物流公司会取件，也不保证当天完成发货。

星期日及公共假期不处理订单，也不安排发货。

27. Florae 使用哪一家物流公司？

Florae 不固定使用任何单一物流公司。

实际物流公司会根据配送地区、包裹重量与体积、商品性质、服务覆盖、预计时效、运输成本及实际履约需要决定。

顾客通常不能自行指定物流公司。如有特别要求，应在下单前联系 Florae，但不保证能够接受。

如特殊物流安排产生额外费用，须由顾客事先同意并承担。

28. 订单预计多久送达？

预计配送时间从包裹正式交给物流公司后开始计算：

• 西马：约 2 至 5 个工作日
• 东马：约 5 至 10 个工作日
• 偏远、岛屿、受限制或物流覆盖有限地区：可能需要更长时间

所有配送时间均为预计时间，不构成保证送达日期。

29. 为什么已经有物流编号，却没有追踪记录？

物流编号生成，不代表物流公司已经完成取件、首次扫描或系统更新。

包裹交给物流公司后，也可能因为首次扫描延迟、资料尚未同步或物流系统异常而暂时没有记录。

没有即时更新，不代表包裹未交寄或已经遗失。请给予物流公司合理时间完成扫描及资料同步。

30. 物流长期没有更新怎么办？

如果物流连续 7 个日历日没有实质更新，或包裹已经明显超过预计配送时间，请联系 Florae。

Florae 会在合理范围内检查追踪资料、联系物流公司、提交异常申报或申请物流调查。

物流公司的回复及调查速度不由 Florae 控制，配送延误本身也不代表包裹已经遗失。

31. 下单后可以更改地址吗？

订单系统生成后，收件地址、收件人姓名及联系方式不得直接修改。

如发现资料错误，必须立即联系 Florae。正确处理方式是申请取消原订单，并在 Florae 明确批准取消后，以正确资料重新下单。

取消申请不保证能够批准。包裹交给物流公司后，不得要求更改地址、联系方式或取消配送。

32. 偏远或无法配送的地址怎样处理？

如地址属于偏远、岛屿、邮政信箱、受限制地点或物流无法正常覆盖的地区，Florae 可以：

• 要求提供其他可配送地址
• 要求支付合理的额外配送费用
• 改用其他物流公司
• 调整配送安排
• 在无法合理配送时取消尚未发出的订单

顾客须在 Florae 发出通知后的 1 个日历日内回复。

未在期限内回复时，Florae 可以暂停处理、保留相关库存安排、取消尚未发出的订单或作出其他合理安排。

33. 地址错误、无人收件或拒收怎么办？

如因以下顾客原因导致配送失败，相关延误、退回费用及重新配送费用可由顾客承担：

• 地址错误或不完整
• 电话无法接通
• 无人签收
• 收件地点无法进入
• 顾客未配合物流安排
• 顾客逾期未领取
• 顾客无合理理由拒收
• 未通知保安、管理处或授权收件人

顾客不得通过拒收包裹代替正式取消、退货或退款申请。

34. 包裹退回后怎样重新配送？

包裹因顾客原因退回后，Florae 会先检查退回原因、商品数量、包装、密封、商品状态及物流记录。

如允许重新配送，顾客须先支付实际及合理的重新配送费用。

顾客必须在 Florae 发出重新配送费用通知后的 1 个日历日内完成付款、提供付款确认，并确认重新配送安排。

原订单的免运或配送优惠不会自动继续适用于重新配送。

35. 物流显示已送达，但我没有收到包裹怎么办？

必须在物流显示送达后的 24 小时内联系 Florae。

联系前，请先查询：

• 家庭成员
• 邻居
• 保安或管理处
• 公司接待处或前台
• 物流人员指定的放置地点
• 订单中填写的实际配送地址

Florae 可以向物流公司申请调查，并核对送达照片、签收记录、扫描资料、配送地点记录及其他合理证据。

物流显示已送达但顾客表示未收到，不代表 Florae 必须立即补发或退款。后续处理须根据物流调查、证据及 Refund Policy｜退款政策 决定。

36. 可以自行取货吗？

不可以。

Florae 不设顾客 walk-in 实体门店，也不提供顾客自行上门取货。

未经 Florae 官方客服批准，顾客不得自行前往任何地址取货、换货或退货。

E. 收货问题

37. 收到错发、遗漏、破裂或泄漏商品怎么办？

请在物流显示送达后的 24 小时内联系 Florae。

适用问题包括：

• 商品错发
• 商品或数量遗漏
• 商品破裂
• 商品泄漏
• 明显配送损坏
• 密封状态异常
• 配件遗漏
• 已确认赠品遗漏

超过报告期限可能影响 Florae 核实问题发生时间、物流情况及相关责任。

38. 申请时需要提供什么证明？

一般需要提供：

• 订单号码
• 清楚的问题说明
• 商品照片
• 外箱及内部包装照片
• 完整物流面单照片
• 相关标签、批次或密封照片
• Florae 合理要求的其他证明

请保留商品、包装、物流面单、配件及赠品，不要在案件完成前丢弃。

39. 一定要有开箱视频吗？

不是所有申请都绝对强制要求开箱视频。

但如果照片、包装、包裹重量或物流记录不足以证明问题发生时间，Florae 可以要求提供完整且未经剪辑的开箱视频，或其他同等可信的即时证据。

40. 为什么必须在 24 小时内报告明显问题？

明显的错发、遗漏、破裂、泄漏、配送损坏或密封异常，应尽快报告，以便核对：

• 包裹刚送达时的状态
• 商品及包装情况
• 物流记录
• 包裹重量
• 相关照片及证据

及时报告有助于 Florae 向物流公司或相关方展开调查，但提交申请不代表申请自动批准。

41. 快递外箱损坏是否一定可以退款？

不一定。

外箱损坏不代表内部商品一定损坏，也不代表退款会自动批准。

Florae 会根据商品状态、内部包装、密封、物流记录及顾客提供的证据进行审核。

完整条件以 Refund Policy｜退款政策 为准。

F. 退货与退款

42. 改变主意或买错商品可以退货吗？

一般不可以。

改变主意、不再需要、买错商品、发现其他商店更便宜或个人偏好，不属于一般退货或退款理由。

43. 未开封商品一定可以退货吗？

不一定。

即使商品未开封，Florae 也没有义务接受因改变主意、选错商品或个人偏好提出的退货。

退货申请仍须按照 Refund Policy｜退款政策 审核。

44. 已开封或使用的商品可以退货吗？

已开封、已使用、已试用或卫生密封被破坏的以下商品，一般不接受退货或退款：

• 营养补充品
• 食品及饮品
• 护肤品
• 美妆和彩妆品
• 个人护理品
• 草本护理商品
• 其他卫生相关商品

顾客依法不能被排除的消费者权利不受影响。

45. 商品不适合肤质或效果不符合预期，可以退款吗？

一般不可以。

个人肤质、敏感、气味、味道、质感或使用效果与预期不同，通常不属于退款理由。

顾客应在购买及使用前阅读商品成分、说明、用法及警告，并根据个人情况作出选择。

46. 未经批准可以自行寄回商品吗？

不可以。

顾客不得未经 Florae 官方客服批准，自行将商品寄往任何地址，也不得将包裹快递单上的地址视为退货地址。

未经批准寄回的商品，可能无法确认、接收或处理。

47. 获批退货后，多久内需要寄出？

获批准的退货必须在 Florae 发出退货指示后的 2 个日历日内寄出，或在 Florae 指定的时间准备好让物流公司取件。

如商品未在两个日历日内寄出，或未在指定时间准备好让物流公司取件，退货批准可能自动失效，除非 Florae 另行书面同意延长期限。

顾客必须按照 Florae 提供的退货地址、物流方式、包装要求及其他退货指示办理。

48. 退款需要多久？

收到完整申请资料后，Florae 会尽量在 3 个工作日内提供初步回复。

退款获批后，Florae 会尽量在 3 至 7 个工作日内发出退款指示。

银行、付款网关或付款服务商可能另外需要最多 14 个工作日完成实际入账。

49. 原配送费会退款吗？

原配送费是否可以退款，须视问题原因、责任、实际物流费用及适用退款政策而定。

如包裹因顾客提供错误地址、无人签收、拒收、逾期未领取或其他顾客原因退回，原配送费可能不予退还，并可能产生额外退回费用。

完整条件以 Refund Policy｜退款政策 及 Shipping Policy｜配送政策 为准。

50. 顾客原因导致重新配送，需要承担费用吗？

需要。

如果包裹因地址错误、无人签收、电话无法接通、拒收、逾期未领取或其他顾客原因退回，顾客须承担实际及合理的重新配送费用。

原订单享有的免运或配送优惠不会自动延伸至重新配送。

G. 联系与客服

51. 怎样联系 Florae？

可通过以下官方方式联系：

WhatsApp Business
+60 14-372 3282

客服电邮
ubeautyessentials@gmail.com

订单问题建议优先通过 WhatsApp 联系，并提供订单号码及相关资料。

52. 客服营业时间是什么？

星期一至星期五
上午 10:00 至下午 6:00

星期六
上午 10:00 至下午 1:00

星期日及公共假期
休息

53. 非营业时间发送信息，什么时候会回复？

非营业时间收到的信息，会在下一个工作日处理。

实际回复时间可能受到咨询数量、案件复杂程度、付款核实或物流调查进度影响。

54. 联系订单问题时需要提供什么资料？

请提供：

• 订单号码
• 下单时使用的姓名
• 联系电话号码
• 物流追踪号码，如适用
• 清楚的问题说明
• 相关照片、视频或付款资料

完整资料有助于 Florae 更有效地核实及处理问题。

H. 会员账户与隐私

55. 是否必须注册会员账户才能下单？

是。

顾客必须先注册并登入 Florae 会员账户，才可以进行结账及提交订单。

注册会员后，顾客可以通过账户查看相关订单记录，并在符合当时活动条件时使用网站提供的优惠券、免运、运费减免或其他会员福利。

优惠内容、使用期限、最低消费、适用商品及其他条件，以网站、购物车、结账页面或相关活动说明当时显示的内容为准。

56. 忘记账户密码怎么办？

顾客可以在 Florae 会员登入页面选择“忘记密码”，并按照系统发送至注册电邮或其他已启用联系方式的指示重新设置密码。

如页面提供登入链接功能，顾客也可按照页面指示取得登入链接。

如顾客忘记注册账户时使用的电邮地址或电话号码，可联系 Florae 官方客服，并提供合理所需的资料协助核实账户。

为保障个人资料安全，Florae 不会在未经合理核实的情况下披露或更改会员账户资料。

57. Florae 如何处理个人资料？

Florae 会收集及处理完成以下事项所需的资料：

• 会员账户建立及管理
• 订单处理
• 付款核实
• 配送
• 客户服务
• 退货及退款
• 防止诈骗及保障网站安全
• 履行适用法律要求

Florae 不会出售或出租顾客个人资料。

完整内容以 Privacy Policy｜隐私政策 为准。

58. 怎样查询或更新个人资料？

顾客可以登入 Florae 会员账户，进入账户资料页面，自行查看及更新可编辑的个人资料、联系方式和常用地址。

完成修改并保存后，系统会更新会员账户中记录的相关资料，一般不需要事先获得 Florae 批准。

请注意，更新会员账户资料不会追溯修改：

• 已经提交的订单
• 已经生成的物流资料
• 已经打印的快递单
• 正在处理或配送中的订单资料

已经提交的订单仍会按照顾客下单时所提供的资料处理。

如顾客无法自行登入，或需要提出其他个人资料相关请求，可通过 Florae 官方 WhatsApp Business 或客服电邮联系我们。

完整资料处理方式以 Privacy Policy｜隐私政策 为准。