The goal of RussianFlora.com is to make every customer a satisfied customer. If you are not satisfied with any flower arrangement or gift purchased through our website, please contact us, and we will do our best to satisfy your needs. Before calling, we ask that you familiarize yourself with our substitution and cancellation policies.
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 or time of the year. Therefore, it is possible that the exact arrangement pictured or requested may not be available for delivery.
In this event, RussianFlora.com florists will use their discretion to choose similar, alternative flowers that are equal or greater in value and beauty. We may deliver the flowers of similar type but another color , which is currently available on the local market. 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 and product availability.
Additional items (toys, chocolates, champagne) may vary according to region and supply. Our main commitment is to ensure that the quality and integrity of the items delivered match the value of the items ordered
Our minimum gift/flower order total is $45 USD (excluding delivery fee). This is established in order to cover the minimum labor and transportation expenses of our local florists. Therefore any order with a total less than minimum order total will be automatically changed to $45 USD plus corresponding delivery fee (based on a delivery location).
We therefore recommend ordering flowers or gifts for total price higher or equal to our minimum order charge.
Some orders over a certain total are eligible to have a free item added to the delivery; however, this free bonus item is limited to one per order.
If you desire to make a change or addition to your submitted order, we strongly recommend that you make any requests prior to the 48-hour cut-off period. No additions or alterations are accepted later than 48 hours before the ship-out date. If your order was submitted for rush delivery, within the 48 hours before ship-out date, no changes or additions are possible.
All items are inspected by our Quality Control Team prior to shipping from our warehouses; however, flowers and gift baskets may occasionally arrive at their destination damaged or fail to arrive due to circumstances outside of our control. Reports regarding gifts that are delivered damaged or have defective contents have to be submitted to Customer Service within 7 days of delivery. A picture of the delivered goods, clearly showing the damage, must be included as it will help to determine further rectification steps.
Quality complaints on flowers, cakes, fruits and other perishable items are accepted only within 48 hrs after the delivery has taken place. A picture of the delivered goods, clearly showing the damage, must be included, as it will help to determine further rectification steps. Please make sure to use no filters when you send us pictures of the delivered items.
Please note our Quality Department may need to contact the recipient in order to obtain information about the gift delivered or the circumstances of the delivery as it will help us to make a decision on further steps of complaint resolution.
Investigation may take up to 1-2 business days, however, during the major holidays such as Christmas, New Year, Chinese New Year, St Valentine’s Day, Women's day, it may take longer due to business closures (up to 5-7 days).
If delivery could not be done because of an incorrectly specified recipient's address, our company will not be responsible for delivery delays or failure, therefore no refund will be allowed. Some of our orders are handled by a 3rd party shipper such as DHL, FedEx, UPS or others, so whenever the address is incorrect: updates in their systems & rerouting may potentially delay delivery by 1-3 business days OR lead to a complete delivery failure (when the product shelf life no longer allows for delivery delay). We therefore highly recommend you to double check the address & specify a working recipient's phone number to ensure timely delivery.
Whereas we do not cancel orders without a good reason, if a cancellation is approved by Management, our company may have to charge a cancellation fee to cover administrative costs. We do not accept cancellations under any circumstances once the gift has been shipped. Orders which are not cancelled within 1 hour of placing are subject to a non-refundable handling fee equivalent to up to 30% of the order total (subject to change).
If you wish to cancel your order, please send us an e-mail, contact us via live chat or give us a call within 1 hour of placing or 5 business days prior to the delivery date to avoid any cancellation fees.
PLEASE NOTE: We will only be able to cancel orders placed for delivery between December 1 and December 31 within 1 hour of receiving the order due to the fact that these orders are processed for shipment in a timely manner and we'll be unable to issue a refund for them.
Cancellation notice for the gold rose and jewelry orders to cities other than Moscow:
If the customer requests cancellation of a gold rose or of a 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 will be required to mail the rose/jewelry back to our main office. The same rules also apply if the recipient cannot be located due to his/her absence or wrong address. Gold rose/jewelry mailing fees are non-refundable and will be retained on top of the standard cancellation fee.
If you did not apply a coupon code at the time of order submission, we are not always able to apply it later, however we may be able to issue a store credit code for the future order. Additionally, two or more discount coupons cannot be used in the same order - only one discount can be applied per order.
We guarantee high quality and presentable appearance of the bouquets during the standard minimum durability period of the flowers.
The claims regarding quality of the flowers and other perishables can be accepted only within 48 hrs from the date of delivery. As flowers are perishable items, they may fade or die anytime within 2-12 days period. The flowers may fade even earlier if they are placed near heat sources, in any type of aggressive environment or if the fresh cold water is not changed daily. We do not take responsibility for the quality of the flowers if the recipient does not take proper care of the flowers or plants.
Questions? - E-mail us at [email protected]
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