The goal of Flowers2Moscow 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, Flowers2Moscow 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 $30 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 $30 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 delivery date. If your order was submitted for rush delivery, within the 48 hours before delivery date, no changes or additions are possible.
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.
If the recipient's delivery information is incorrect and no alternative information is provided on a timely basis, the order will be canceled as undeliverable. The amount of refund will be determined on a per-case basis.
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 cancelled later than 48 hours before the delivery but not later than 24 hours, we keep 30% of the order's total or $40 (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 cancelled later than 24 hours before the date of delivery.
The delivery date is the first date of delivery submitted by the customer at the time of ordering. If delivery was postponed for any reason after the order was submitted, the rescheduled date is not considered the delivery date.
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
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.
If the recipient refuses to accept the order: company will offer a possibility to redirect the order to another address or another recipient for $40.
If order can't be redirected to another address or another recipient: no refund will be given as each item delivered is built-to-order and items are perishable.
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 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 five days after date of delivery attempt for address and phone clarification.
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 cannot apply it later or provide a credit to your card or PayPal account. Additionally, two or more discount coupons cannot be used in the same order—only one discount per order.
The company is not obliged to issue any coupons (except store credits) per customers’ requests. Coupon issuance is at the discretion of the company's good will.
We guarantee high quality and presentable appearance of the bouquets during the standard minimum durability period of the flowers.
Quality complaints on flowers, cakes, fruits and other perishable items are accepted only within 48 hours 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 do not use filters when you send us pictures of the delivered items.
As flowers are perishable items, they may fade or die anytime within 3-14 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.
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