The goal of russia-flora.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, russia-flora.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
If you desire to make a change or addition to your submitted order, we strongly recommend that you make any requests prior to the 24-hour cut-off period. No additions or alterations are accepted later than 24 hours before the ship-out date. If your order was submitted for rush delivery, within the 24 hours before ship-out date, no changes or additions are possible.
100% Satisfaction Guarantee & Quality Complaints
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 and other perishable items are accepted only within 24 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, St Valentine’s Day, Women’s day, it may take longer due to business closures (up to 5-7 days).
Incorrect Recipient Information
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 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.
Flowers and Perishable Goods Quality Claims
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 24 hrs from the date of delivery. As flowers are perishable items, they may fade or die anytime within 1-12 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.