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Our Guarantee


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The goal of RussianFlora.com is to make every customer a satisfied customer. If you are not satisfied with any flower arrangement or a gift purchased through our web site, please don't hesitate to contact us and we will do our best to satisfy your needs. Please familiarize yourself with our Substitution and Cancelation policies.

 

 

Substitution Policy

Due to various seasonal conditions, availability of some flowers may be limited. Also, specific flower varieties or colors may not be available for delivery on a specified day. Therefore, it is possible that the exact bouquet pictured or requested may not be available for delivery.

In this event, the RussianFlora.com florists will deliver a second choice of similar flowers ,which contains an equal or greater value and beauty. Every effort will be made to maintain size, shape, and overall color schemes of an arrangement, but there may be some variance due to designer interpretation.

Additional items (toys, chocolates, champagne) may vary according to region and supply. Our main commitment is to ensure the quality and integrity of the item delivered matches the value of the item ordered.



Small order surcharge

If your order total is less than $30 USD, the order is subject to handling surcharge of $9.95 USD to cover labor and transportation expences of our local partners to deliver small order.

Alterations/additions

If your mind changes, we strongly recommend to make any changes to the order in advance. No additions or alterations are accepted later than in 48 hours before delivery date. If the order has been submitted within 48 hours before delivery date, no changes or additions are possible.

Cancellation Policy

If for any reason you wish to change or cancel your order, please notify us as soon as possible. We are happy to accommodate requests for changes or cancellations as long as we receive them before the order has been sent out on delivery or prepared for shipment. Forty-eight hour advance notice is necessary to assure a cancellation or any changes to your order. An order cannot be cancelled or changed after it has been sent out on delivery or prepared for shipment. Absolutely no refunds , cancellations or alterations of the orders, which are prepared for shipment or already shipped out.

In case an order has been cancelled 48 hours before the date of delivery we give you a store credit for the amount you paid or payment will be credited back to your card or Paypal account except $30 USD cancellation fee. If an order has been cancelled later than 48 hours before the delivery but not later than 24 hours before the date of delivery we keep 30% of the order's total or $40 (whichever is greater) and give you a store credit or credit back your card for remaining amount.
Delivery date is a first date of delivery submitted by the customer at the time of ordering. If delivery has been postponed for any reason , the rescheduled date is not considered as delivery date.


Store credits can be redeemed for any purchase in RussianFlora.com online store and have no expiration date.
No refund will be given if an order has been cancelled later than 24 hours before the date of delivery.

Note: If the delivery couldn't be done because of incorrectly specified recipient's address (and the correct phone number of the recipient wasn't given) , long absence of the recepient or recepient's refusal to accept the order, RussianFlora.com will keep 30% of the order total or $40, whichever is greater. You will receive a store credit for the remaining amount. In a special cases such us two or more delivery attempts, remote location of the recepient, high transportation expences, high cost of flowers/gifts , etc. , the company may retain more then 30% ( up to 100%) of the order's total. It's highly recommended to specify the phone number of the recipient to avoid the scam incidents and the corresponding expenses.
Please note that if the order has been already prepared and shipped to the delivery address indicated by the customer, no refund is possible.
If you suspect scam incident, we recommend you to visit the ANTI-SCAM resources page.

Rerouting (readdressing) of the order to a different recepient is not permitted because we spend labor and resources on each order. The non-delivered order has to be canceled first and attempted delivery expences retained. The rest will be refunded to your account or given as a store credit. The new order can be made independently of the old order.
Redirection may be allowed as an exception if attempted delivery expences have been paid for the first order.

If we attempted delivery and the address turned out to be wrong, we allow five days after date of delivery attempt for address and phone clarification.

Cancellation notice for gold rose and jewelry orders to the cities other than Moscow:
If the customer requests cancellation of gold rose or jewelry delivery before delivery day but after the item(s) has been shipped out from Moscow, two-way mailing fees from Moscow to the city of delivery and back to Moscow, will be retained as we'll have to mail the rose/jewelry back to our main office.
Same rule applies if the recepient can not be found due to his/her absence or wrong adddress. Gold rose/jewelry mailing fees are non-refundable and will be retained on top of standard cancellation fee.


Discount coupon Policy

If you did not apply the coupon code at the time of order submission, we can not apply it back or provide a credit to your card or PayPal account.
Two or more discount coupons can not be used in the same order. Only one discount per order.
The company is not obliged to issue any coupons (except store credits) per customers requests. The coupon issuance is a company's good will.

Questions? - E-mail us at info@russianflora.com

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