Help & FAQs

1 What kinds of products do you sell ? 

Smithers-Oasis offers a selection of floral foams, both wet and dry for fresh and silk arrangements with different shapes and sizes, plus a comprehensive range of arranging aids and floral product accessories for floral professional, hobbyist and consumers. 

A line of Floralife® post-harvest, flower care treatment products, Design Master colour sprays are also available. 

2 How soon can I receive my order and how much will it cost ?

After your order is verified, you can expect to receive your order within the following time frame:

• Major Cities (West Malaysia) : 3 – 7 days (Except weekends & Holidays)
• Minor Cities (West Malaysia) : 5 – 10 days (Except weekends & Holidays)
• All states/Cities (East Malaysia) : 7 – 12 days 

Orders confirmed during, prior to or after Festive Holidays (Hari Raya Aidifitri and Chinese New Year public holidays) may take longer delivery lead time.

 3 Where do you deliver to ?

Major & minor cities within Malaysia.

4 What happens if I'm out when my delivery arrives ?

If you are not at home to receive your purchased order, our delivery provider will leave a message or give you a call. Should the order be unable to be delivered to you successfully after few attempts, or you do not pick up your order at any nearby location as stated by the carrier, the order may be disposed after the stipulated time given. Therefore, we will not refund you any amount that you had spent on your order.

5 Can I return goods and will I have to pay to return them if I receive them damaged ?

Goods sold are not refundable. However, we will exchange identical product, if goods:

• are or become faulty through no fault of your own;
• are not fit for a stated purpose;
• don’t match our description;

The goods must be returned within 30 days of the date of receipt for further investigation. Items returned under the 30 days return and exchange policy must be unused in their original condition and packaging. If you decide to return the goods within this 30 days period, you are responsible for the cost of postage and packaging necessary to facilitate the return. If the goods are different to those ordered, faulty or damaged through no fault of your own we will exchange the product (without delivery charges).

You can expect the exchange item within 30 days of our receiving your return. Please note that the costs for returning the item to us are not refundable or in exchange of free product.

You may be asked for proof of purchase. Keep your receipt as proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault.

Returned goods remain your property until they are received at our mailing address, so we strongly advise that you use a recorded method of delivery (proof of posting), consignment note, sales invoice and payment transaction record when returning goods to OASIS® Floral Products.

 6 Can I have the item delivered to an alternative address ?

Yes your items can be delivered to an alternative address, as long as you update the delivery address accordingly.  

 7 How do I pay for my order ?

You should pay for your orders by debit/credit card or online banking transfer at the point of checkout.

 8 Will all my items be delivered together ?

Your items will be delivered together but depending on the size and quantity of your order it may be in more than one delivery carton.

9 What is the proper way to soak OASIS® floral foam and how long does it take ? 

Use the "float soak" method – fill a clean tub or container with fresh water and a measured amount of Floralife® Fresh Flower Food. Place the floral foam brick (or any portion of it) onto the top of the fresh water with floral nutrient, and allow the foam to float freely down into the water. DO NOT FORCE THE FOAM down into the water - this will create air pockets, prohibiting the transfer of water from the foam to the stem. On average a brick of floral foam takes 50 seconds to soak. 

Remember, water must be added daily to floral foam to replenish supply.

10 How do I handle and store OASIS® Floral Foam ? 

OASIS® Floral Foam is best stored in normal room temperature, away from direct sunlight. The superior properties in the floral foam that allow flowers to stay fresher longer may cause the product to discolour from prolonged exposure to direct sunlight, however, this would not affect the water-holding properties of the floral foam. Avoid heavy handling, pressing or indenting the floral foam, as the foam’s cell structure may be crushed, inhibiting the hydration of stems subsequently placed in the floral foam. Avoid extreme heat, as this will also cause high drainage after soaking. 

11 Does OASIS® Floral Foam have a shelf life ? 

OASIS® Floral Foam, if kept in good conditions, will not deteriorate with age. Avoid extreme heat and humidity as this can, in some cases, reduce water retention properties. 

12 Can I use OASIS® Floral Foam after it has dried out ? 

We strongly recommend that you use the floral foam right after you have soaked it. However, if you find you are unable to use the floral foam immediately after soaking, leave the floral foam in the soaking container for up to twenty-four hours, rather than letting it dry out. 

13 What is OASIS® Floral Foam made from ?  

OASIS® Floral Foam is made from Phenolic Resin. The resin formulation plus other ingredients are combined to ensure the OASIS® Floral Foam is achieving consistently perfect results every time - a property valued by florists and flower arrangers worldwide. 

14 What is the proper way to soak OASIS® RAINBOW® Foam and how long does it take ? 

Use the "float soak" method – place the RAINBOW® Foam on the surface of the water and, if possible, nutrient mixture. Let the foam absorb the mixture until it rests at the surface or sinks to the bottom of the soaking container. Do not forcibly submerge, as this will result in dry spots, which deny flower stems of hydration. The saturation time will vary between two and five minutes.