On your order form there is a requirement to enter the post code of the recipient. I don’t have the post code/zip code. What should I do?
This is not a problem. The post code feature is there to help in credit card transactions and to verify addresses. You can simply add a combination of digits, eg. 19008 or 4572833.
Where are you based?
Our shop is in Moscow and we deliver flowers in Moscow and Mosckovsky Oblast. Our company is in Whitley Bay, England.
What is your refund policy? In what circumstances would I be entitled to a refund?
We offer a full refund in case:
you decide to cancel your order for any reason;
you place a custom order with us (for example purchase of a wide-screen digital tv) which is simply not available in the market; or
you mistakenly place an order to go to a town or city which is out of our delivery range (i.e. our couriers and flower shops don’t operate there).
In the above cases your order will be cancelled and a full refund will be issued to the credit card/paypal account from which the order was originally placed. The amount of time it takes for your credit to show up on your bank statement depends on your bank.
How do I place an order?
It’s easy! Simply choose one of the bouquets/gifts listed on our site.
Add the item(s) you choose to your shopping cart by clicking the ‘Add to cart’ button.
Then click either the ‘View cart’ button or hover over ‘View your shopping cart’ and click ‘Checkout’.
Enter your Billing address. In the Shipping address section please choose ‘Russia’ in the drop-down menu and then enter the full name, address, and telephone number of the recipient.
Then click the ‘Place order’ button and you’ll be directed to 2checkout or paypal where you can submit your payment securely.
I have funds in my PayPal account and I would like to pay by PayPal. What should I do?
After filling in the billing and shipping addresses you will be given the option of paying by credit card or PayPal. Just click the PayPal button on the order screen and you will be directed to the PayPal website where you can submit you payment.
I don’t have a telephone number for the person I want to send the gift to and when trying to place my order I keep getting the message : ”Enter a complete phone number in shipping section” What should I do?
If you don’t have a phone number for the intended gift recipient we can still make delivery. All you have to do is enter the digits 12345098 in the shipping address telephone field. Please note that in such cases if the address you have is incorrect or incomplete or the recipient is not at the location at the time of delivery you may have to pay extra shipping charges for a re-delivery.
Do the prices displayed on your website remain the same all the year round?
Yes. Except during Valentine’s week (February 11th to 16th) and International Women’s Week (March 4th-10th). On the above dates prices of flowers sky-rocket in Moscow and since all bouquets are prepared fresh on the date of delivery, we have no choice but to increase our prices.
Are there any circumstances where you would share my private information?
In rare circumstances the private information you provide to Moscow Flower Delivery may be shared with appropriate law enforcement or investigative authorities if we in good faith believe that such action is necessary to:
(i) comply with the law, (ii) stop credit card fraud; (iii) protect against misuse of our website; or (iv) 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.
Does Moscow Flower Delivery ensure the privacy practices of other sites to which it provides links?
How can I tell if my purchase and use of my credit card is safe?
You can tell that your paypal or 2checkout purchase is secure by looking for the following:
a picture of a small padlock – this normally appears bottom right of the browser window.
in the web page address a secure page will begin with ‘https://’ denoting that the site is using a secure server for the transaction of data.
right click on the page, select ‘properties’ (or ‘view frame info’). The resulting page will have a section called ‘Security info for this page’ or a button called ‘certificates’. These will show:
the website owner,
the security company (in our case, 2checkout.com)
the level of encryption.
If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.
I have ordered a gift card to go along with my bouquet but I don’t see a place where I can type a message for the card. Can you help?
There are two options:
either you can type your message into the ORDER NOTES box under the shipping address on the order form; or
you can send it to us in an email with your name and order number.
What should I do if I think I am corresponding with a scammer?
Go to our anti-scam guide for information and resources.
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 flowers or gift. We also offer FREE TRANSLATION of your message from English to Russian. Please keep your message brief (up to 100 words).
I want to have flowers delivered to my friend in Ekaterinburg. Can you arrange for this to be done?
At the moment we deliver only in Moscow and St Petersburg but in the near future we will be expanding our operations to other cities of Russia.
For orders in St Petersburg, please click here to visit our other site where you can place your order.
It is now 6 a.m. in Los Angeles. Can you deliver flowers to my friend at 4 p.m. Moscow time?
Due to time differences you need to place your order at least 15 to 16 hours before the intended delivery time.
I don’t have my friend’s postal address, only their phone number. Can you call them and deliver my gift?
Yes of course. But on the order form please type an address in the delivery section, eg. Kievskaya Street 12/1, Apt. 235, Moscow Russia. If you leave this section blank then our system may not process your order.
How will I know when my friend receives the flowers or gift?
We will send you an email confirming that delivery has been made. If your friend agreed to have their photo taken at the moment of delivery then a high quality digital photo of your friend receiving the flowers will also be sent to you.
What if I decide to cancel my order?
You must give us at least 24 hours’ advance notice if any cancellations are to be made. If the bouquet/gift basket that you ordered has already been made up by our florist and our courier is en route to make delivery to the recipient then no refund can be issued. If your notice to cancel reaches us in enough time then our florist will not make up your bouquet and we’ll issue you a full refund.
Is my order information private?
We do not share ANY of the information you provide to us with others. This includes your name, address, phone number and e-mail address. Your credit card details are not passed on to us as they are processed through the PAYPAL PAYMENT GATEWAY. The name and address of the gift recipient and the card message is shared with our florist and no one else.
Is my information secure?
We take online security very seriously as it is an issue affecting all of us today. We are committed to providing our customers with the safest and most secure online ordering system in the world-256 ssl-encryption, the Industry standard and hosted by GeoTrust, a world leader in online ecommerce payment processing and encryption.
I’ve noticed that you offer compositions of 11 roses. I want to send a dozen roses like we do in the USA. Why isn’t such a composition available on your site?
It’s customary in Russia to send odd numbers of flowers on happy occasions. Even numbers of flowers are sent for funerals!
Can I pay by credit card?
Yes. Our online credit card processor, paypal allows for safe and secure online payment. You can pay us by Visa, MasterCard, American Express, Discover, Diner’s Club, and JCB.
I would like to send a bouquet that is not pictured on your site. Can this be done?
Yes. You are welcome to send custom bouquets or other flower arrangements. Kindly send us a picture of the bouquet you would like to have made up and our florist will be more than happy to accommodate your request.
I would like your courier to take a photo of my friend receiving her flowers and send it to me. Can this be done?
Yes. We provide this service FREE with every order that you place. Please note however that this cannot be guaranteed as :
i) The recipient may not agree to have his/her photo taken;
ii) The recipient may not be at the delivery location when our courier makes delivery.
If I don’t wish to place my order online is there another way that I can send you payment?
Yes. You are welcome to send us a payment by Western Union or by bank transfer. Please note that in these cases delivery of your flowers/gifts will not be made until we receive your payment.
I have met a Russian lady online and we’ve been corresponding for a couple of months. What do you think I should send as a first delivery?
We suggest you send a small seasonal bouquet and/or some chocolates.
What is the delivery fee to unlisted locations?
Most unlisted locations have a delivery fee from $10 to $40 depending on the distance, geographical conditions and weather.
At the current time, we are establishing contacts with reputable suppliers and are expanding our operations. We hope to add several more cities to our list in the near future.