1. Orders & Customization

Q: Can I customize my gift order?
A: Yes! We offer customized gifts based on your ideas and budget. Simply share your preferences, and we’ll create a unique gift for you. Just go to this link to place the order.

Q: How long does it take to prepare a custom order?
A: Preparation time depends on the complexity of the order. Typically, it takes 2-7days, but we’ll inform you of the exact timeframe upon order confirmation.

2. Delivery & Shipping

Q: Do you offer surprise delivery?
A: Yes! We provide a Surprise Delivery/Shipping Charge add-on, ensuring your gift arrives as an unexpected and delightful surprise.

Q: What are the available delivery and pickup options?
A: We offer three options for receiving your order:

1. Postage (West Malaysia Only)

  • Available for customers across West Malaysia.
  • At checkout, please fill in your shipping address correctly.
  • Select "HNBE FLORIST AND GIFTSHOP POSTAGE" method as your shipping option.
  • Your order will be shipped via JnT Express courier service.
  • Standard shipping delivery typically takes 3-7 business days.

2. Set-Date Delivery (Surprise Delivery)

  • Perfect for surprising your loved ones on a specific date and time.
  • At checkout, you must:
    ✅ Set the date and time for delivery.
    ✅ Fill in the receiver's details (name, phone number).
    ✅ Provide the delivery location by entering it in the remarks box.
  • We will ensure your gift is delivered as a wonderful surprise!

3. Self-Pickup (From Studio)

  • If you prefer to pick up your order yourself, choose this option.
  • At checkout, you only need to:
    ✅ Set the date and time for pickup.
    ✅ No need to make payment upfront—you can pay upon pickup.
  • Pick up your order from our studio location at the scheduled time.

3. Payment & Pricing

Q: What payment methods do you accept?
A: We only accept Online Banking for the moment.

Q: Are there additional charges for customization?
A: Customization costs vary based on your selection. We will provide a detailed price breakdown before finalizing your order.

4. Returns & Refunds

Q: Can I return or exchange my order?
A: Due to the personalized nature of our products, we generally do not accept returns. However, if there’s an issue with your order, please contact us immediately.

Q: What if my order arrives damaged?
A: If your order arrives damaged, please contact us within as soon as possible with photos, and we will arrange for a replacement or resolution.

5. Contact & Support

Q: How can I contact you for inquiries?
A: You can reach us via:
📧 Email: hnbe.decodesign@gmail.com
📞 Phone/WhatsApp: 011-26271196 or 011-20710306
📱 Social Media: instagram.com/hnbedecodesign or tiktok.com/@hnbe.decodesign

Still have questions? Feel free to contact us, and we’ll be happy to assist you!