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Frequently Asked Questions

 

Ordering Questions

 

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 CIS. 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. 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 the “Submit” button on the payment server and receive an email notification from our payment gateway provider Braintree. 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, phone or other available channels 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 s/he is not home at the time of delivery:

  • Leave the 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. We cannot be held responsible for theft or disappearance of the gift after it was left at the front door or with neighbors.
  • Place the note with the phone number at the door;
  • Attempt redelivery (additional fee will apply).

You can specify this request in the 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 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.

 

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 ensure that the recipient will be home at the time of delivery. Please understand that flowers are a 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 the recipient to schedule delivery and reconfirm the delivery address.

 

Additional Services

 

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).

 

I would like to send a gift that is not offered on your site. Can you accommodate for such special request?
Yes: you are welcome to request a 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. Please specify order number in your email.

 

Status of Delivery & Confirmation

 

Will I receive the delivery confirmation?
Yes: at the end of the delivery day in the recipient’s country, 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 immediate 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 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, so the database update may not happen as quickly as you would expect it.

 

Digital Picture of Delivery

 

Please read about our Picture and Video Service here.

 

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?
Yes: you can FAX completed order form to our US office number: 1-617-904-3278. Alternatively, you can prepare the order online and click the button “Order Offline” upon completing your online order. After this we will contact you to complete your transaction over the phone.

 

Is my order information private?
The information you provide us regarding yourself is considered private information and will not be shared with others. This includes your name, address, phone, e-mail address, and credit card information. The name and address of the gift recipient, and the card message is shared with our florist, but with no one else. A copy of your credit card is NOT stored on our web server.

 

Are there any circumstances where you would share my private information?
In rare circumstances the private information you provide the Russian Flora may be shared with appropriate law enforcement or investigative authorities if we in good faith believe that such action is necessary to:

  • 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.

The purpose of this disclosure would be to identify, contact or bring legal action against anyone who may attempt to cause injury to another’s rights or property.

 

How secure is my information?
When you place an order, you are redirected to Braintree Secure Order Form. By choosing the secure form, you establish a secure connection between your computer and our server using Secure Sockets Layers (SSL), an advanced encryption technology used to protect the storage and transfer of your data from unauthorized parties. Your order remains encrypted until it is safely behind the firewall of our order-processing center. A copy of your credit card is NOT stored on our web server.

 

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?
It’s customary in Russia to send odd number of flowers except for funeral or sympathy arrangements. Sympathy and funeral arrangements must be composed of even number of flowers. This rule is not very strict when you are sending mixed arrangements but very important when you’re sending one-of-a-kind arrangement, a bouquet of roses, for example.

Language of flowers in Russia doesn’t differ much from the one in Europe and America. Send roses when you’re in love, send something bright and multicolor to support your friend when she is ill, send while lilies or carnations as a sympathy arrangement. And do not hesitate to email us and we will be happy to help you to choose an arrangement suitable for your needs.

 

I have been corresponding with a lady online and want to send her flowers for the first time. What would you recommend me to send?
We suggest sending something simple, yet elegant like a bouquet of mixed seasonal flowers and attach a small box of chocolates.

 

What are the most important days in Russian tradition when people send flowers or gifts?
Most popular flower holidays are Valentine’s Day (February 14th) and International Women’s Day (March 8th). The biggest time to send and receive gifts is Christmas season (both Catholic and Orthodox are widely celebrated). In addition, special gifts are given for the New Year.
Please visit the Holidays information page to learn more about the Russian holiday traditions.

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