Terms of service

Business hours

We work 24 hours a day, 7 days a week (except 1 and 2 January), and our call center operators are always online.

Urgent contact

Please leave a telephone number for urgent calls. Flowers go bad fast, so double-checking information or confirming changes during the delivery needs to be done quickly. We do not disclose your personal information and only use it to guarantee timely delivery of impeccable flower arrangements.

Payment and order handling

We start working on your order as soon as the money is credited to the Flora Express account. E-money payments come through automatically, while bank payments (non-cash payments and transfers using bank details) can be processed for one or two business days, depending on the bank.

Please allow enough time for the payment to come through when planning the delivery. If the bouquet needs to be delivered the next day but the payment processing takes two days, we will not be able to complete your order.

Duplicate orders

If you accidentally place two identical orders, please call us or use the feedback form. We will cancel your order and make a refund (provided the order has not shipped yet).

Payment methods

Order status

The status of your order can be viewed in the Orders section of a registered Flora Express account. You will be notified of changes in your order status (Placed, Paid, Delivered, etc.) via email and a text message. We will send you delivery confirmation once the courier returns to the flower shop. The delivery may be received with a delay.

Flower substitution

Our florists are committed to making sure that your loved ones receive exactly the bouquet you ordered. However, there are times when it is impossible: the necessary flowers may not be supplied to the region, or they may be delayed at the customs or not be fresh enough for delivery.

If that is the case, the florist may decide to switch out some flowers in your bouquet, and the manager will agree any changes with you by phone or via email.

If the manager cannot get through to you or the email gets no response, the florist will make the final decision on the substitution. They will make every effort to preserve the color palette and the mood of the bouquet by using flowers of equal or greater value. You will not have to pay anything extra. Sometimes the type of the flower plays a bigger role than its color (for example, in a bouquet of roses); in that case, the florist will pick the same flower of a different color.

We recommend you check your inbox and telephone while we are handling your order. These changes are not that frequent, but each bouquet is important to us, and your satisfaction is our priority.

The look of the bouquet

Florists are creative in their approach and know that each flower is truly unique. It means that the delivered bouquet may not look exactly like the photo our the website, even if it uses all the same flowers. That said, our florists will still do their very best to preserve the mood of the bouquet.

Gift replacement

The products available in a given region may be different compared to the toys, chocolates, cakes and other gifts presented on our website. We only substitute gifts with items of equal or greater value. A big box of chocolates will still be a big box of chocolates.

Change or cancel the order

We will change or cancel your order if you make the request no later than 24 hours before the delivery time. We will refund the money with a 10% charge.

The orders that have already been prepared by the florist or shipped cannot be cancelled.

Dissatisfaction with the order

We strive to deliver our arrangements in a perfect condition, but if you are unhappy with the flowers or the shipping quality, we will replace the bouquet at our own expense and include a small gift in the order. Sometimes the type of the flower plays a bigger role than its color (for example, in a bouquet of roses); in that case, the florist will pick the same flower of a different color.

If we fail to deliver the order that was placed correctly and was paid for in a timely manner, we will refund the money or, if you choose so, deliver a bouquet that is 25% larger. We are not responsible for any emotional distress or lost profit on the part of the customer and the recipient, because shipping is carried out by independent long distance contractors.

Good quality product

If you need to make changes to your order, the client must inform us about this in two days and we will accept a request to change the order, if it was before the moment of sending / preparation of the goods.

No refund will be made if the bouquet / arrangement was collected at the time of order cancellation. If the bouquet / arrangement was not collected before the cancellation of the order, the customer can cancel it. In this case, we will refund 100% of the paid value of the order. If the order was paid by credit card, and three days have passed since payment, we will refund 90% of the order value. If the delivery was not made due to the delivery address incorrectly specified by the customer, the cost of the order will not be refunded.

Inadequate quality goods

The client has the right to inform us within 24 hours from the moment of delivery about the mismatch of the quality of the bouquet / composition, and we will replace it with a new one. Quality assurance applies to all products. To do this, the client needs to call 8 (800) 333-60-50 (free of charge 24/7 in Russia) and tell our representative the order number, the name of the customer or recipient, and the delivery address. Depending on the circumstances, it is possible that our courier will come for a return, or the client will return the bouquet / composition to the nearest floral item, or the issue will be decided based on current circumstances.

Flower recipient photos

In some cities, we offer a free service – Flower Delivery Photo. Upon delivery, the courier, with the recipient's consent, takes a photo of the recipient using a non-professional digital camera. We will email the photo to the customer within two business days of the delivery date.

The recipient may refuse to take a photo.

Privacy policy

• We do not disclose or sell users’ personal information (name, e-mail, telephone).
• User-provided information for the order is only given to the florist working on that order.
• Payment information is not stored on the servers or in the databases of Flora Express.
• Personal information may be disclosed to the Russian law enforcement agencies only upon an official request.
• Flora Express may use cookies to remember the user and enable automatic authorisation. Cookies may be disabled in the browser settings.
• This privacy policy extends to the floraexpress.ru website.

This policy covers all customers. By placing an order, you agree to the terms of service.