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Frequently Asked Questions

Ordering Procedures

Status of Delivery and Confirmation

Digital Picture / Video

Additional Services

Privacy and Security

Local Customs

Ordering Procedure Questions

I do not see the town I want to send flowers to in your delivery list. Does it mean you do not deliver there?
We deliver in all cities of Russia and all other countries of the former Soviet Union. If the desired destination is not on our list, that most likely means that some extra fee for a distant delivery would apply. Contact us and we will answer all your questions ASAP. The amount of the distant delivery fee varies according to the distance, weather and geographical conditions.

What is the delivery fee to the unlisted locations?
Most unlisted locations have a delivery fee from $14.95 to $29.95. Please contact us to inquire about the delivery fee to a specific location. After that you will be able to select the “Other City” option in the “City” field and specify the city name in the “Street Address” field.

My card account has been charged but the flowers will only be delivered 2 days later. Why did you take my money before the product has been delivered?
A credit card is charged real-time when you press “Submit” button on the payment server and receive an email notification from our payment gateway provider VeriSign. If you would like to place an order in advance, but would prefer that your card is not charged at the time of ordering, please place an Offline Order and pay at least 2 days in advance prior to the delivery date by contacting us.

Could you tell me the phone number of your florist in the city of delivery?
All of the customer support issues are handled over email or phone by customer support representatives in our international offices. They will pass any of the special instructions to the respective delivery agent in the most efficient manner.

I have an address of my recipient, but I don't have their phone number. Will you still be able to deliver my order? What if recipient is not at home?
You are welcome to place your order regardless; however, if the phone number is not provided, we cannot guarantee delivery on the specific date. We always attempt to contact the recipient in advance to arrange the delivery.

If the recipient does not have a phone number, please specify how we should proceed if the she (he) is not home at the time of delivery:

You can specify this request in the “Special instructions” section of the order form.

Could you let me know if this address is correct and this person lives there?
Yes, we can validate the address by sending our courier over to the specified address. This service will cost 40 USD. To use this service, please contact us for payment instructions.

Note that we will subtract 40 USD (or 30% of the order total, whichever is greater) from your order total if the delivery failed because of an incorrect address. The remaining amount will be refunded to you, or a store credit will be issued for the same amount. This payment will be used to cover communication and courier fees. In the event if the flowers or gifts were delivered to an incorrect address and could no longer be utilized by our company, the full amount of the order will be retained to cover it.

I placed an order yesterday and I want to add chocolates to my order now. Just charge my card for an extra $10.
For your protection, we do not store your credit card information on our server. The information is deleted after the transaction has been completed. Consequently, we cannot charge your credit card again later. It is still possible to make changes and to add things to your order later, but you would need to resubmit your credit card information. Contact us and we will solve this problem.

What are your delivery hours?
Delivery hours in most cities are from 9:00 a.m. to 9:00 p.m. local time, however we can make exceptions upon special requests.

Can you guarantee a specific time of delivery?
Yes, we can guarantee specific time of delivery if the order is placed at least 3 days prior to the date of delivery. The usual procedure is to contact the recipient to schedule the convenient delivery time and location.

I want to make a “surprise delivery”. Can you do that?
If you insist on a SURPRISE DELIVERY without prior contact with the recipient, please request it in the Comments field of the order form. In this case we will schedule the delivery without disclosing the sender name or delivery content.

Please note: If the recipient is not at the specified address of delivery, the timeliness of the delivery may be compromised, as we cannot always ensure that the recipient will be home at the time of delivery. Please also understand that flowers are a perishable item and may fade during multiple attempts of delivery. Your gifts will be a great surprise regardless of the way they are delivered!

Additional Services

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 bouquet. You can do so in the order form after you specify the address information at the checkout. We also offer FREE TRANSLATION of your message from/into English, French, Spanish, German into/from Russian or Ukrainian. Please keep your message brief (up to 100 words).
We will bill you 5c per word for the translations exceeding the 100-word limit. Regular translation service is also available at lowest prices. We can translate letters, visa documents, marriage certificates and other documents as needed into and from Russian.

I would like to send a gift that is not listed on your site. Do you take special requests?
Yes: you are welcome to request a special personalized gift to be delivered. We can accommodate for most requests, as long as the item is locally available. See more about placing a custom order here.

Can I send my own picture to be delivered with the order?
Yes: you can send us a digital picture via email and we will print it in full color and attach it to the order. Please specify the order number in your email.

Status of Delivery & Confirmation

Will I receive the delivery confirmation?
Yes: by the end of the delivery day (US time) our local offices will send you a confirmation of delivery via email. In some cases it may take up to 24 hrs to send this confirmation, as not all of our partners have an Internet access. If your order is delayed for some reason, we will notify you by email or phone.

It is already late night in the city of delivery, but the Order Tracking page still shows the the order is In Process. Is there anything wrong with my order?
Most of the time order status is updated within 4-6 hrs after the delivery or at the end of the day of delivery. In some cases it may take up to 24 hrs to send this confirmation, as not all of our partners have Internet access, so the database may not get updated as quickly. Unfortunately, we cannot afford an automatic status update system used by such companies as FedEx or UPS, so please bear with us.


Digital Picture of Delivery



Can you guarantee that the digital picture of recipient will be made?
We cannot guarantee the digital picture in any location for the following reasons:



Can you take a photo of my friend with the flowers? And if so, how much would it cost me?
Yes, we recently made this service available to our customers. You can refer to the Photo Gallery of Deliveries to observe the quality of the pictures we provide. The PICTURE OF DELIVERY IS FREE AND THE COST OF VIDEO IS 9.95USD.

What is your Digital Movie of delivery service and where is it available?
This service is currently available mostly in large cities such as Moscow, Saint Petersburg, Kiev, Kharkov, Odessa and some more. The cost is $9.95 USD for the short movie clip (10-45 seconds). There is no guarantee for the length of the clip, as it depends on the recipient's desire to be filmed and the technical limitation of couriers responsible for delivery. After delivery you will receive an email with video file for download. If the video can not be taken for some reason, the cost of the video  in the amount of $9.95 USD will be refunded to the original payment method.


Privacy and Security



If I do not want to share my Credit Card data over the Internet, could you charge me over the phone? Where should I call?
Yes: you can fax a filled-out order form to our US office number: 1-617-904-3278. Alternatively, you can prepare the order online and click the Order Offline button upon completion. After this we will contact you to complete your transaction over the phone.


Is my order information private?
The personal information that you provide is considered private and will not be shared with others. This includes your name, address, phone, e-mail address, and credit card information. The name and the address of the gift recipient, as well as the card message, are shared with our florist, but with no one else. Your credit card details are NOT stored on our web server.

Are there any circumstances where you would share my private information?
In rare circumstances the private information you provide the Flowers2Moscow may be shared with the appropriate law enforcement or investigative authorities, should we believe in good faith that such action is necessary to:

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.

How secure is my information?
When you place an order, you are redirected to a VeriSign Secure Order Form. By choosing the secure form, you establish a secure connection between your computer and our server using Secure Sockets Layers (SSL), an advanced encryption technology used to protect the storage and transfer of your data from unauthorized parties. Your order remains encrypted until it is safely behind the firewall of our order-processing center. Your credit card details are NOT stored on our web server.

Local Customs

I've noticed that you offer the Composition of 11 roses. Why you are not offering a dozen roses, as I am used to seeing in flower shops worldwide?
It's customary in Russia to send an odd number of flowers except for funeral/sympathy arrangements. Sympathy and funeral arrangements must be composed of an even number of flowers. This rule is not very strict when you are sending mixed arrangements but very important with arrangements of flowers of a single type, such as bouquets of roses.

Flower language in Russia doesn't differ much from one in Europe and America. Send roses when you're in love, send something bright and multicolored to support your friend when she is ill, send while lilies or carnations as a sympathy arrangement. Do not hesitate to email us, and we will be happy to assist you in selecting an arrangement that would suit your needs best.

I have been corresponding with a lady online and want to send her flowers for the first time. What would you recommend that I send?
We suggest to send something simple yet elegant, like a bouquet of mixed seasonal flowers, and attach a small box of chocolates.

What are the most important days in the Russian tradition when people send flowers or gifts?
Most popular flower holidays are the Valentine's Day (February 14th) and the International Women's Day (March 8th). Most gifts are being sent and received during the Christmas season (both Catholic and Orthodox are widely celebrated). In addition, special gifts are given for a New Year's celebration.
Please visit the Holidays information page to learn more about the Russian holiday traditions.

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