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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 in 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
$29.95. 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 (it is not safe to leave the order at the door if
the residence of the recipient is multi-apartment building)
-
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
!
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.
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Status
of Delivery & Confirmation
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Will I receive the delivery confirmation?
Yes: in 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.
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Digital
Picture of Delivery
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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:
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.
Can you take a photo of my friend with the flowers? And
if so, how much would it cost me?
Yes, we recently made this service available to our customers.
You can refer to the Photo
Gallery of Deliveries to observe the quality of the pictures
we provide. The cost of picture is $6.99, if you are permitting
Russian Flora to publish the picture in Photo
Gallery of Deliveries or $9.99 - regular price.
What is Digital Movie of delivery service and where
is it available ?
This service is currently available only in large cities:
Moscow, Saint Petersburg, Kiev, Kharkov and Odessa. The cost
is $12.95 for the short movie clip (10-45 seconds). There is
no guarantee for the length of the clip, as it depends on the
recipient's desire to be filmed. After delivery you will receive
an email with the link to download video AVI file.
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:
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 VeriSign 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.
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 custom in Russia to send odd number of flowers except
for Funeral/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 Sympathy arrangement. And do not hesitate to email
us and we will be happy to help you to chose an arrangement
suitable for your needs.
I have been corresponding with lady online and want to send
her flowers for the first time. What would you recommend me
to send ?
We suggest to send something simple, yet elegant like a bouquet
of mixed seasonal flowers and attach 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
Day (March 8th). The biggest time to send / receive gifts
is Christmas season (both Catholic and Orthodox
are widely celebrated). In addition, special gifts are given
for a New Year.
Please, visit the Holidays
information page to learn more about the Russian holiday
traditions.
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