Terms of Service
1.1 Proper ordering.
An order is considered to be correct and fully completed if the Client has provided full information regarding the Recipient of the order, as well as the correct contact information of the Client (i.e., all the required fields are filled in when placing the order).
Properly and fully completed order of the Client is accepted for processing, execution and delivery only after receiving from the Client 100% prepayment of the cost of such an order.
1.2 Commencement of this agreement.
The moment of the conclusion of this agreement between the client and the site is considered the moment of placing the order on the site or in any other way convenient for the client. All further actions with the order are carried out within the framework of this agreement and the client confirms acceptance of all the conditions and rules listed in this agreement.
1.3 Possible time for processing and delivery of the order.
Acceptance and processing of orders is carried out around the clock on any day of the week.
When placing an order, you can choose an available date and time of delivery.
1.4 Cost of order and delivery.
In different cities, the cost of the order and delivery may be different. When ordering, choose the right city delivery, then you will see the actual cost of the order! If there is no settlement you need, then you can check with the operator for the current order and delivery costs.
1.5 Additional charge. Commission payment system.
In some payment systems there is a commission, which is added to the total amount of the order. In any case, all surcharges that may be credited to your order are displayed on the basket when placing the order!
1.6 Additional payment for delivery.
If the product is cheaper than a certain level, then additional delivery charges may be charged, this mainly concerns promotional bouquets of flowers. Also, for goods that are not essential (candy, toys, other goods), an additional fee for delivery is charged.
1.7 A list of additional services that you can add when placing an order.
1.7.1 Surprise Delivery;
When ordering this service, our logisticians do not contact the recipient, the courier travels to the address and time specified in the order. If the recipient is not on the spot or the address is not correct, then the courier calls up to the recipient, being at the address specified in the order! In any case, the service; Delivery by surprise; considered complete.
1.7.2 Delivery at Exact Time;
When ordering this service, delivery is carried out at the exact time specified by the customer with an accuracy of 15 minutes. For example, if the time is 16-00, then we reserve the right to deliver the order in the period 15:45 – 16:15. In case of refusal by the recipient to accept delivery, at the time specified by the customer, our logisticians postpone the delivery to the exact, convenient time for the recipient. In any case, the service; Delivery at the exact time; considered complete
1.7.3 The Photo Report Service;
When ordering this service, when delivering a bouquet or other gift, the courier photographs the recipient with a bouquet or gift in hand. If the recipient refuses to be photographed, then the customer is given a photo of the bouquet, without the recipient. In any case, the Photo report service; is considered completed.
2 Rules for processing, execution and delivery of orders.
2.1 Order Processing.
When placing an order, an individual number is assigned to the order, which, together with all the order data, is sent to the mail of the client. If the order contains the required information about the client and the recipient of the order, as well as if the order is paid, then the order is transferred for execution! The order cannot be delivered before 3 hours after payment or additional payment by the client. Consider this if you are going to pay for your order later.
Execution of the order may be suspended if the Client has provided incomplete, incorrect or incorrect information about the Recipient. The order will be transferred to work, after reconciliation of this data in the operating time of the company.
If the order contains information that is sufficient for the courier to leave for delivery, then the order is considered to be “on delivery” status 1 hour before the start of the time period or the exact time specified in the order. When the order status is “on delivery”, we can not make changes to the order or cancel the delivery!
2.2 Order Fulfillment.
Before completing the order, our logisticians contact the recipient to confirm their readiness to accept the order on the specified date, time and address! If the delivery time at the request of the recipient does not coincide with the time in the order, then the time changes to a time convenient for the recipient!
If the recipient refuses to accept the order or the recipient is not in the city or country, then the execution of the order may be suspended, and the client is notified of this.
If the service “Delivery by surprise” is activated in the order, the order is transferred to the work without a call and confirmation from the recipient. In this case, the order is considered fulfilled, even if the order is not delivered, due to the refusal of receipt by the recipient or the recipient is not in the city.
2.3 Order Delivery.
Delivery of the order is carried out in the time period specified by the client or the recipient, in the interval of at least 3 hours, and on holidays at least 6 hours from the initial and final delivery time.
In case of bad weather conditions on the road, holiday or pre-holiday traffic jams, as well as other, unforeseen circumstances, the courier is allowed to deliver up to 6 hours after the final delivery time. In such situations, the courier calls up to the recipient and transfers the delivery time.
In case of active service “Delivery by surprise”, if after the arrival of the courier it turned out that the address data provided by the Customer is erroneous (an error in the house or apartment number, street, if the Recipient did not live or no longer lives at the address given) . Delivery of the order to the newly specified by the Client address in the same city is possible for an additional charge. In case the Client refuses to deliver the order to the newly specified address, the payment for the order is not refundable.
In the case of an active service “delivery by surprise”, and sometimes with regular delivery, the recipient refuses to accept the bouquet when the order has already been brought by courier to the recipient’s address. In this case, the order is considered completed correctly and completely.
3 Rules for returning products and cash.
Despite the fact that floral and grocery products cannot be returned or exchanged in accordance with the current legislation of Russia, the company makes refunds, exchanges and deliveries on its own initiative, reserving the right to refuse to return or exchange.
3.1 The procedure and deadlines for filing a complaint:
3.1.1. A complaint about the quality of a bouquet or other goods can be filed within 3 hours after delivery.
3.1.2. Complaints about the quality and freshness must necessarily contain photos. Photos sent after 3 hours from the date of order execution are not considered. Photos can be sent via viber, whatsapp, skype or email. Be sure to specify the order number and name of the payer. Complaints from third parties will not be accepted.
3.1.3 The delay complaint is accepted only if the exact time of delivery is paid for in the order and the service “delivery with a surprise” is activated. In other cases, delivery is agreed with the recipient and can be postponed at a convenient time for the recipient.
3.2 The procedure and deadlines for resolving a complaint:
3.2.1 We try to respond as quickly as possible to complaints from our customers, therefore the maximum time for consideration of a complaint is 24 hours.
3.2.2 If, at the time of the delivery of the order, the flowers were already inappropriate, the customer has the right to demand a full replacement of the product or to demand a full or partial refund.
3.2.3 If there is no one of the goods in the delivered order, the company will re-deliver the missing goods at its own expense. The card is free and cannot be considered as a commodity.
3.2.4 A photo report is agreed with the recipient and the lack of a photo report cannot be the reason for the complaint.
3.3 Order and terms of refund:
3.3.1 Refund is made within 3 days from the date of the decision to return.
3.3.2 Upon return, a commission of the payment system is charged, which is borne by the buyer. It is also possible to leave funds on the balance of the buyer, then the commission is not charged.
3.3.3 If a refund is made for reasons:
– Refusal to receive the bouquet by the recipient
– We can not reach the recipient and there are no alternative numbers
– The recipient is not in the country / city and he can not accept a bouquet
– The customer decided not to give a bouquet
In such cases, payment will be deducted for the services of the company, which may be equal to & ndash; minimum 10% of the order value and maximum 100% of the order value. The amount of the return depends on the material costs of the company.
In some cases, we may leave money on the client’s balance without charging the company’s services and bank fees.
3.3.4 Refunds are made only to the payer and cannot be paid to third parties.
4 Rules for compliance with product quality and compliance.
4.1 Quality of the supplied products.
4.1.1 The company guarantees the highest quality of services and services provided. All flower products, which are used in the order, are fresh and stored for all requirements and standards. All vegetables, fruits, meat and other food products are bought only in specialized stores, with a check on the shelf life and storage conditions.
4.1.2. For packaged products, the following rules apply:
– The final shelf life should not be less than a third of the entire shelf life of the product, for example, a cake with a shelf life of 72 hours, at the time of delivery, should not be older than 48 hours.
4.1.3 The following rules apply to fruits and vegetables:
– Not the correct product shape, dark spots and dots that are natural are allowed. For example; Bananas are allowed blackening, which are natural. A bunch of grapes may contain several damaged berries.
4.2 Compliance with the supplied products.
4.2.1 The company strive, but does not guarantee the similarity of products with a photo on the product!
4.2.2. We do not guarantee that at the time of placing the order, all components of the goods will be available and if the replacements are not significant (less than 30% of the bouquet), then the company can make the decision about the replacement without notifying the customer.
4.2.3 The color range of the product may also differ from the photo of the product, the shade of the flower is always different, and the packaging of an identical color may not be in stock.
4.2.4 In different regions, the style of making a bouquet or composition, the style of packaging and binding of products may differ.
4.2.5 Packaging products such as boxes, boxes, baskets may vary in color, size and shape, the presence of handles and other features.
4.2.6 The length of a flower on a standard bouquet (the length is not indicated in the composition) can vary from 40 cm to 80 cm, depending on the presence of a flower at a given time, in a given region. If the length of the flower is indicated in the composition, a length deviation of 10% from the specified length in the composition is allowed, both upwards and downwards.
4.2.7. Such goods as balloons, soft toys, cakes, candies, vases can differ by the manufacturer’s name, color, size and weight. In the absence of such goods in stock, the company itself decides to replace them with similar products of similar value.
The company reserves the right to change any information posted on the website without prior notice, which takes effect from the moment of its publication on the corresponding page of the website.