1. Why do I have to pay money from may credit card before the order is fulfilled?
In placing an order, the sum you are paying out is frozen, actually this money will be withdrawn later, sometimes in several days afterwards.

2. Yesterday I ordered a bouquet delivery, and today I have found out that my girl friend is fond of chocolate - so, would you be so kind to add a box of chocolate to my order and withdraw $10 from my card.
We have no data on your credit card since the transaction is made at the payment system server in the protected mode. For this reason, we can withdraw additional amounts from your account only after you enter all details of your credit card again. Contact us and we will help you to make an additional payment in a quick and safe manner.

3. I cannot find the city I need in the list of the cities covered. Does this mean that no delivery is possible to this city?
Our service covers virtually all cities of Russia, Ukraine, Belarus, Latvia, Lithuania, Estonia, Moldova, Armenia, Kazakhstan, and Uzbekistan, and we can deliver flowers to the capitals of Azerbaijan, Turkmenistan, Tadjikistan and Georgia. Find a list of the cities we service in All Cities. If the city you require is not on the list, in majority of cases this means that the delivery is possible but the cost of delivery proper may exceed the standard one. Contact us and this issue will be resolved! Deliveries to far abroad countries are available virtually to any city of the indicated country.

4. I can provide my recipient's address, but I don't have her telephone number or I would prefer the delivery rather be a surprise and therefore I do not want you to phone the recipient before the order is fulfilled. If you prefer this delivery to be a surprise and without our agreeing the time of delivery with the recipient, please specify the exact period of time when the recipient will be at the agreed address in your comments to the order. If the recipient is not at home at the time of delivery, we reserve the right at our option to:

- leave the flowers with the neighbors, having placed a message for the recipient on his/her door or in his/her mailbox indicating the person who has accepted the flowers/gift for him/her;
- leave a message for the recipient on his/her door or in his/her mailbox with a request to call to the flower shop and agree upon the time for delivery;
- In case you indicated the recipient's phone number, to phone the recipient and agree upon the time for the repeated delivery.

Should the Client fail to indicate the Recipient's phone number, we reserve the right for two repeated delivery efforts within 2 consecutive days. We will do our best to deliver the flowers to the Recipient, but we cannot keep "hunting" the Recipient who is absent at the agreed address. If appropriate, we can leave the flowers against receipt to family member or neighbors in case of a delivery to a home address, or to the office personnel in the case of a delivery to the company address. If you are uncertain if the address is correct, you can pick a low cost bouquet at the site. If the address turn out to be incorrect, we, in most cases, will be unable to return the money you have paid, since the bouquet had been arranged and the flowers shipped to the indicated address.

5. Can you take a photograph of the recipient with the bouquet in hands?
In most cities of CIS countries we can make a snapshot of the recipient with his/her gifts in hands. For the cities where such option is available, we have a certain option on page three of the order form. If no such option is available it means cannot guarantee taking a photo in such city. But if a photo is really essential for you Contact us before your order is placed and we will make our best to help you.

6. How the order acceptance and delivery is confirmed?
If you did not receive our letter with a copy of the order to your e-mail within two hours, then it is probably lost in the web for some reason. Please, contact us by phone: + 7 (327) 2720101 or 2503831 or write to be sure that your order is accepted and everything is fine with it. After the our agent has confirmed delivery of your order, we send the delivery confirmation to the client's e-mail. We normally confirm the delivery the next day after the order is fulfilled.

7. Can I cancel my order?
We will be glad to help you and cancel your order if it has not been fulfilled yet or is being fulfilled at the moment. In order to cancel your order, please contact us by phone: +7 (327) 2720101 or 2503831 or write and indicate your order number in the subject field of your letter. Have a look at the provisions of Order cancelling section.

8. How can I pay for my order?
All payment options are listed in the section Payment for Order . They are quite many and each client can select the most appropriate option for him- or herself. But if you consider none of these options suitable for you Contact us and we'll help you!

9. Why should I register at the site?
You may need to register to use the site more comfortably. The section Private Parlor provides a set of options to the registered users, such as: order record-keeping, address book, organizer, etc. When placing several orders, the registered user saves considerable time and is granted a list of benefits.

10. Will I have any compensation for the improperly fulfilled orders?
After you have placed an order with our flower shop, we will use every effort to have the order being delivered in time and in the best possible way. If we fail to deliver a paid order, we investigate the details of the failure within 24 hours from the moment we have received your claim. If it turns out that such failure is through the fault of Flora Express, we will either return the money paid for the order, or deliver your order + a box of sweets or bottle of champagne. We do not satisfy any cash or other indemnity claims in excess of the aforesaid amount. We work for our client' benefit and would be glad to make you satisfied.

11. Will you hold information pertaining to my order confidential?
All information you provide us for your order to be processed is confidential and will not be passed to any third parties. The recipient will get information of the Client only based on the postcard text. No other information you have indicated when placing your order will be provided to the Recipient. Contact information indicated in the order form is only used to deliver the flowers to the recipient and send you an order confirmation. We DO NOT obtain any information on the data of client's credit card. All data are directly entered into the Authorization Server of the payment system. We totally secure information about your personal and contact details and the orders you have placed.

12. Are there any circumstances that can make you pass my private information to anybody?
Flora Express may pass your private information to the authorized law enforcement bodies in rare and exceptional circumstances and only for valid reasons, provided that such passing of information is required for:

" compliance with laws;
" prevention of credit card-related crimes;
" protection of our web site from any harm;
" protection of private or financial security to the site users or society as a whole.

In doing so, our aim will be to determine, negotiate or perform any legal actions against any parties or organizations capable of causing any harm to the rights or property of anyone.

13. As I have noted, you offer arrangements of 11 roses. Why don't you offer a dozen of roses as other companies in the Internet do?
In the CIS countries, only an odd number of flowers can be proposed for gifting. Any arrangement/bouquets consisting of an even number of flowers can be ordered for funeral occasions only. As to mixed bouquets, it is not a strict rule, but it is extremely important with the one type flower bouquets, e.g., roses. Floristics in the CIS countries.

14. Do you deliver a vase with the flowers?
If the photo features flowers in a vase and the bouquet description is not marked as "shipped without a vase", the flowers will be delivered in a vase and the vase cost will be included in the specified amount. If the photo does not picture a vase, or the bouquet description is marked as "shipped without a vase", the vase will not be included into the price. If you prefer having your bouquet shipped in a vase, contact us before placing the order and you will be provided with such opportunity.

15. What flowers I can send to my friend to be understood correctly, since every flower has its individual meaning?
Flower Meanings in the CIS countries do not differ much from the traditions of give gifts of flowers in Europe, Asia, USA or Canada. Send roses when you are in love, gift bright color bouquets to support your friend, white lilies or simple arrangements to encourage and express compassion. At times, the words are insufficient to express feelings and only flowers can help you!

16. When I was placing the order, the price was displayed in EURO, and during payment, it was calculated in US dollars. What shall I do, with my EURO credit card?
Your EURO card is provided to you by your bank which participates in the Visa, MasterCard or another payment system, with all settlements made in US dollars. Therefore, you do not have to care about that, since the payment system will automatically convert EURO. Your bank will debit the amount in EURO from your account at the rate effective at the moment of debiting.