Frequently Asked Questions

Ordering Procedures

• I do not see the town I want to send flowers to in your delivery list. Does it mean you do not deliver there ?
• What is the delivery fee to the unlisted locations ?
• My card account has been charged but the flowers will be delivered 2 days later only. Why did you take my money before the product has been delivered?
• Could you tell me the phone number of your florist in the city of delivery ?
• I have an address of the lady, but I don't have her phone number. Will you still be able to deliver my order? What if the recipient is not at home ?
• Could you let me know if this address is correct and this person lives there ?
• I placed an order yesterday and I want to add chocolates to my order now. Just charge my card for extra $10
• What are your delivery hours ? Can you guarantee a specific time of delivery ?
• I want to make a "surprise delivery". Can you do that ?

Status of Delivery and Confirmation

• Can you take a photo of my friend with the flowers? And if so, how much would it cost me ?
• Can you guarantee that the digital picture of recipient will be made ?
• Will I still be charged for the picture, if it was not made ?
• I have requested the digital picture of delivery at the time of ordering, but the picture was not attached to the delivery confirmation message. Does it mean that the picture was not made ?
• What is Digital Movie of delivery service and where is it available ?

Additional Services

• Can I attach a personal note to be printed on the Gift Card? Can it be translated to Russian?
• I would like to send a gift, which is not offered on your site. Can you accommodate for such special request ?
• Can I send my own picture to be delivered with the order ?

Privacy and Security

• If I do not want to share my Credit Card data over the Internet, could you charge me over the phone ? Where should I call ?
  
• Is my order information private ?
• Are there any circumstances where you would share my private information ?
• How secure is my information ?

Local Customs

• I've noticed that you offer the Composition of 11 roses. Why you are not offering a dozen roses, as I am used to seeing in flower shops worldwide ?
• I have been corresponding with lady online and want to send her flowers for the first time. What would you recommend me to send ?
• What are the most important days in Russian tradition when people send flowers or gifts ?

I do not see the town I want to send flowers to in your delivery list. Does it mean you do not deliver there?
We deliver in all cities of Russia, Ukraine and all other countries of the former Soviet Union. If the desired destination is not on our list that most likely means that some extra fee for distant delivery fee would apply. Contact us and we will answer all your questions ASAP. The amount of the distant delivery fee varies according to the distance, weather and geographical conditions.

What is the delivery fee to the unlisted locations ?
Most unlisted locations have a delivery fee from $14.95 to $49.95. Please, contact us to inquire about the delivery fee to a specific location. After that you will be able to select the option: "Other City" for the city name and specify the city name in the "Street Address" field.

My card account has been charged but the flowers will be delivered 2 days later only. Why did you take my money before the product has been delivered?
A credit card is charged real-time when you press "Submit" button on the payment server and receive an email notification from our payment gateway provider VeriSign. If you would like to place an order in advance, but would prefer that your card is not charged at the time of ordering, please place an Offline Order and pay at least 2 days in advance prior to the delivery date by contacting us.

Could you tell me the phone number of your florist in the city of delivery ?
All of the customer support issues are handled over email or phone by customer support representatives in our international offices. They will pass any of the special instructions to the respective delivery agent in the most efficient manner.

I have an address of the lady, but I don't have her phone number. Will you still be able to deliver my order? What if recipient is not at home?
You are welcome to place your order regardless, however if the phone number is not provided we can not guarantee the delivery on the specific date. We always attempt to contact the recipient in advance to arrange the delivery.

If the recipient does not have a phone number, please specify how we should proceed if the she (he) is not home at the time of delivery:

• Leave order with the neighbors or at the door (only if the sender gives us prior written approval to do that) . Please note that it is not safe to leave the order with neighbors or at the door. There is absolutely no guarantee that neighbors will pass the order to the recipient.
• Place the note with the phone number at the door
• Attempt redelivery (additional fee will apply)

You can specify this request in special instructions section of the order form.

Could you let me know if this address is correct and this person lives there ?
Yes, we can validate the address by sending our courier over to the specified address. This service cost 40 USD. To take advantage of this service, please pay online with credit card or contact us for payment instructions.

Note that we will subtract 40 USD (or 30% of the order total - whichever is greater) from your order total, if delivery could not be done because of the incorrectly specified address. The remaining amount will be refunded to you or store credit will be issued for the same amount. This payment will be used to cover communication and courier fees. In the event if the flowers or gifts were delivered to the incorrectly specified address and could no longer be utilized by our company - the full amount of the order will be kept to cover it.

I placed an order yesterday and I want to add chocolates to my order now. Just charge my card for extra $10
For your protection we do not store your credit card information on our server. The information is deleted after the transaction has been completed. Consequently we cannot charge your credit card again later. It is still possible to make changes and to add something to your order later but you would need to resubmit your credit card information. Contact us and we will solve this problem.

What are your delivery hours ?
Delivery hours in most cities are from 9:00 a.m. to 9:00 p.m. local time, however we can make exceptions upon special requests.

Can you guarantee a specific time of delivery ?
Yes, we can guarantee specific time of delivery if the order is placed at least 3 days prior to the date of delivery. The usual procedure is to contact the recipient to schedule the convenient delivery time and location.

I want to make a "surprise delivery". Can you do that ?
If you insist on SURPRISE DELIVERY without prior contact with the recipient - please request it in the Comments field of the order form. In this case we will schedule the delivery without disclosing the sender name and what is being delivered.

Please note: If the recipient will not be at the specified place of delivery, the timeliness of the delivery may be compromised as we can not always insure that recipient will be home at the time of delivery. Please, understand that flowers is perishable item and may fade during multiple attempts of delivery. Your gifts will be a great surprise regardless of the way they are delivered ! This is the reason why our normal procedure is to always call recipient to schedule delivery and reconfirm the delivery address.

Can I attach a personal note to be printed on the Gift Card? Can it be translated?

You are welcome to attach a personal note to a Gift Card ordered with your bouquet. You can do so in the order form after you specify the address information at the checkout. We also offer FREE TRANSLATION of your message from/to English, French, Spanish, German to/from Russian or Ukrainian. Please, keep your message brief (up to 100 words).
We will bill you 5c per word for the translations exceeding 100 words limit. Regular translation service is also available at lowest prices. We can translate to/from Russian letters, Visa documents, Marriage certificates and other documents as needed.

I would like to send a gift, which is not offered on your site. Can you accommodate for such special request ?

Yes: you are welcome to request special personalized gift to be delivered. We can accommodate for most requests, as long as item is locally available. See more about custom ordering here.

Can I send my own picture to be delivered with the order ?

Yes: you can send us a digital picture via email and we will print it on a color printer and deliver it with the order. The cost of this service is $10.00 per single photo. Please, specify order number in your email.

Will I receive the delivery confirmation?

Yes: at the end of the delivery day (US time) our local offices will send you a confirmation of delivery via email. In some cases it may take up to 24 hrs to send this confirmation, as not all of the partners have an Internet access. If your order is delayed for some reason, we will notify you about this by email or phone.

It is already late night in the city of delivery, but the Order Tracking page still shows the the order is In Process . Is there anything wrong with my order?

Most of the time order status is updated within 4-6 hrs after the delivery or at the end of the delivery date. In some cases it may take up to 24 hrs to send this confirmation, as not all of the partners have an Internet access, so the database update may not happen as quickly as you would expect it. Unfortunately we can not afford to use automatic status update system, which is deployed by FedEx or UPS, so please be patient with us.

Can you guarantee that the digital picture of recipient will be made ?
We can not guarantee the digital picture in any location for the following reasons:

• Recipient may decline our request to make a picture of delivery (we will give you a store credit if you have paid for the picture)
• Recipient may be not at the place of delivery at scheduled delivery time
• In certain locations we can not guarantee that the picture can be made at all due to the lack of quality photo equipment (you will not be charged until the picture is made)

Will I still be charged for the picture, if it was not made ?
In case if the recipient declined our request to make a picture - we will issue you a store credit in the form of coupon, which can be used for your next order with us.

In some destinations we do not charge for the photo at the time of the order and will only bill you after the picture was made. If the picture is not made, your order total will include the cost of goods and delivery only.

I have requested the digital picture of delivery at the time of my order, but the picture was not attached to the delivery confirmation message. Does it mean that the picture was not made?
Many florists in small cities and towns in former Soviet Union still do not have a digital camera and therefore take time to process the photos. It may take up to 7-10 business days to develop film, print photos, send them to our regional office and scan them. Please, accept our apologies for any delays with sending you a picture.

• comply with the law;
• stop credit card fraud;
• protect against misuse of our website;
• protect the personal safety of our site users or the public;