Delivery Policy

We are dedicated to delivering your floral and gift orders in a timely manner. The actual time and date your order is delivered on are affected by the time of day your order is placed, weather conditions, and the distance from Moscow. Our delivery policies explain all the available delivery options and how we process orders.

Delivery area
Delivery status
Delivery hours
Holiday delivery information
Guaranteed Delivery Days
Calling Recipient to Arrange Delivery
Delivery Attempts
Incorrect Recipient's Information
Transaction Verification
Special Delivery Locations
Gift Packaging & Containers
Easy Returns
Substitution Policy
Cancellation Policy
Order Refused by a Recipient
Legal Terms
100% Satisfaction Guarantee

Moscow delivery area

We deliver to Moscow and the following cities in Moscow region:
A | B | C | D | E | F | G | I | K | L | M | N | O | P | R | S | V | Z

Delivery in Moscow is free of charge for any order.
All orders outside of MKAD (Moscow Automobile Ring Road) are subject to a delivery charge from $4.95 to $14.95, depending on town location.
Please click the town name mentioned above to see a delivery charge for specific town.

Former USSR delivery area

We can also deliver to all countries and cities of the former Soviet Union via RussianFlora.com flower delivery network.

The Russian Flora flower shop provides 24-48 hrs flower delivery in Russia, Ukraine, Latvia, Lithuania, Estonia, Belarus, Kazakhstan, Moldova, Uzbekistan, Azerbaijan, Kyrgizstan, Armenia, Georgia, Tajikistan and Turkmenistan. RussianFlora.com is well-established flower delivery service with professional customer service, quality flowers and gifts delivered and secure ordering process.

Please see the web site of our parent company RussianFlora.com for the complete list of cities.

Delivery status

You can always track your order status online using our Order Tracker. Additionally our system will automatically send you delivery confirmation about the status changes or updates.
Alternatively you may also inquire into the status of any existing order by contacting our customer service. Please have your order number available for prompt service. If we have any difficulties with your order, we will contact you by telephone and/or email.

Please allow a minimum of 2 business days to process the delivery. At the same time, in Moscow, same-day delivery is available Monday through Saturday on orders received before 8:00 a.m. Moscow time (GMT +3) outside of holidays and periods of peak floral delivery. Orders received after 12:00 PM in the recipient's time zone may be delivered on the next delivery day. We cannot guarantee delivery on Sundays and bank holidays. To avoid delays in delivery, please make sure that your order information is accurate and complete.

Delivery hours

We make our deliveries during normal business hours and later hours (9 AM to 11 PM). However, we will be unable to guarantee delivery requests for a specific time or within an hourly range. Requests may be taken for either an AM or PM delivery, but not guaranteed.

If the recipient is at work all day, we suggest sending the arrangement to the workplace. Incomplete or incorrect address or phone numbers may delay delivery.

Holiday delivery information

Due to increased volume of floral and gift orders being delivered during peak holiday periods, most florists require flexible delivery dates during these times. For this reason we cannot offer same-day or next-day delivery during the following major floral holiday periods: Christmas, New Year's Eve, Orthodox Christmas, Valentine's Day, Women's Day and Easter.

Guaranteed Delivery Days

When you place an order on our website you will notice that some of the dates on the delivery date selection menu are grayed-out. These are the dates we are not able to guarantee.
The possible reasons are:

Not enough time to deliver by the date (we usually need 1-2 business days, depending on the city of delivery, more during the holidays);
No weekend delivery in this location;
It's a government holiday;
Weather delays, road closures, or strikes.

Please note: When/if you select a date that is not guaranteed, we will still do our best to deliver your order as close as possible to that not guaranteed date; however, in many cases we will be unable to deliver on the exact date specified.

Calling Recipient to Arrange Delivery

We normally require a recipient's phone number to ensure a smooth delivery. The calls are normally made in the case when delivery is made by a local courier and to ensure that the recipient is home at the time of scheduled delivery.
Please note however: in some cases we don't need to call the recipient (when order is handled by a 3rd party shipper such as GarantPost, DHL, FedEx, UPS or others). They have their own address verification requirements & procedures, which we have no control over.

Delivery Attempts

Please note that delivery is attempted by a local courier. In case of unsuccessful delivery due to the recipient's absence, the gift / bouquet may be left at a safe location or with a neighbour (a note will be left at the recipients' door).

Incorrect Recipient Information

If delivery could not be done because of an incorrectly specified recipient's address (and correct phone number of a recipient was not provided), we 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 GarantPost, 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.

If recipient is moved away or is unable to receive the gift at the location within 2 business days after attempted delivery: the shipment will be returned to our office, in case of perishable content no refund will be possible, otherwise the partial refund may be arranged, depending on the cost of attempted delivery.

Transaction Verification

Each order must undergo a detailed verification to ensure that transaction is secure and to protect your financial information.
If we are unable to reach you or you fail to provide a required information in a timely manner: your order may be delayed.
Please note: your order will not be shipped until your financial information is verified by our anti-fraud team.

Special Delivery Locations

Sometimes your recipient isn't conveniently at home or the office. We’re dedicated to making it easy for you to send luxury gifts & flowers, even when your recipient is in a non-traditional place such as a hotel, cruise ship, the hospital, at school, or even at church.

When we make deliveries to special locations such as schools, churches, hotels, hospitals or other restricted offices, it is often the case that our couriers are not allowed into these facilities to deliver the gift directly to the recipient; such deliveries will be made to the reception desk and passed onto your recipient from there. Please note that while these deliveries have a very high success rate, we cannot always verify that your recipient has received the gift - especially if we do not have a working phone number for them - and we cannot be held responsible for issues that occur with the gift once it has been delivered to reception or front desk. Please make sure that recipient is allowed to receive packages at that facility and confirm that recipient is known there by the name you specified in the order form. We'll be unable to take responsibility for delivery delay or failure due to recipient's organization declining to accept the gift.

Gift Packaging & Containers

Gift packaging type varies based on delivery location and season. Gourmet Gifts may arrive in a traditional gift basket, gift box or a wooden chest (all subject to regional availability) and carton-packed for shipping (when required). We reserve the right to substitute the basket & packaging type, bow & wrap color at the local designer's discretion and holiday theme.

Easy Returns

You or a gift recipient may return new, unopened items sold by our company within 2 days of delivery for a full refund.
We'll also pay the return shipping costs if the return is a result of our error. Items should be returned in their original product packaging.
Please contact us for complete instructions on how to return a product to our closest warehouse.

Substitution Policy

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, our 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.

Cancellation Policy

If for any reason you wish to change or cancel your order, please notify us as soon as possible. We are happy to accommodate requests for changes or cancellations as long as we receive them before the order has been prepared for shipment or sent out for delivery.

48-hour advance notice is necessary to guarantee a cancellation or any changes to your order. An order cannot be cancelled or changed after it has been sent out for delivery or prepared for shipment. At this point, we absolutely cannot offer full refunds or any changes to the order.

In a case where an order is cancelled 48 hours before the date of delivery, Flowers2Moscow can offer you a store credit for the amount you paid or we can offer you a refund to your card or Paypal account less $40 USD cancellation fee. If an order has been canceled later than 48 hours before the delivery but not later than 24 hours, we keep 30% of the order's total or $40 USD (whichever is greater) and give you a store credit or refund to your card for the remaining amount. No refund will be given if an order has been canceled later than 24 hours before the date of delivery.

Store credits can be redeemed for any purchase in Flowers2Moscow’s online store and have no expiration date.

Note: If the delivery couldn't be completed because of

an incorrect recipient address (and the correct phone number of the recipient wasn't provided)
a long absence of the recipient

Flowers2Moscow will keep 30% of the order total or $40, whichever is greater. You will receive a store credit for the remaining amount. In special cases, such as two or more delivery attempts, remote location of the recipient, high transportation expenses, high cost of flowers/gifts, etc., the company may retain more than 30% (up to 100%) of the order total. It's highly recommended that you specify the phone number of the recipient to avoid scam incidents and the corresponding expenses. Additionally note that if the order has already been prepared and shipped to the delivery address indicated by the customer, no refund is possible.

In general, rerouting (readdressing) of an order to a different address or different recipient is not permitted. It may only be allowed as an exception for an extra charge due to the fact that we expend labor and resources on each order. If no redirection is needed: the non-delivered order will be canceled; attempted delivery & order processing expenses will be retained. The balance will be refunded to your account or given as a store credit.

If we attempt delivery and the address turns out to be incorrect, we allow 5 days after date of delivery attempt for address and phone clarification. However in case of a perishable product the address correction is needed within 24 hrs, otherwise the original delivery will be canceled with no refund or partial refund & a new order can be reshipped.

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.

Order Refused by a Recipient

In the rare situation your gift recipient may refuse to accept the order for personal reason or due to their company policy. In such case we will offer an option to redirect the order to another address or another recipient in the same country.
In case our company had incurred expenses for the order processing & delivery to the initial recipient, additional payment for order redirection may be requested.
If you offer no option to redirect the order to another address or another recipient in the same country: no refund will be possible as each item delivered is built-to-order and many items are perishable and can't be reused for another order.

Legal Terms

Our company complies with all state and local laws in each country of delivery. We act as your agent in purchasing and securing delivery of your gift in accordance with applicable local law. All orders are fulfilled and delivered by licensed retailers. Void where prohibited. Minors are forbidden by law to receive or send liquor, beer or wine. The alcohol restrictions vary by country of delivery (view published Minimum Legal Drinking Age on ProCon.org for more information).
Please review our Terms & Conditions regarding Copyright & Disclaimer of Warranties and Limitation of Liability.

100% Satisfaction Guarantee

We know the joy of gift-giving and receiving - we love the moment the gift arrives just as much as you do.
That's why it's our mission to make sure your gifts can go anywhere, anytime, and why we make your shopping experience our top priority.
We strive to get it right the first time!

Flower & Gift delivery to Moscow, Russia