FAQ

Where are you based?

Our head office is in Kyiv. We also have shops in different cities of Ukraine where we make up bouquets for delivery every day. Our company is in England.

 

I want to send flowers to my friend who lives in a small Ukrainian village. Can this be done? How long will it take?

We can deliver anywhere in Ukraine-any city, town or village. Usually deliveries in small villages and remote areas take 24 hours. Please place your order as normal choosing ‘Unlisted location/remote area (Price on application)’ on the order form and we’ll send you an invoice with the delivery fee for your delivery location.

 

What is your refund policy? In what circumstances would I be entitled to a refund?

We offer a full refund in case:

you decide to cancel your order for any reason;

you place a custom order with us (for example purchase of a wide-screen digital tv) which is simply not available in the market; or

you mistakenly place an order to go to a town or city which is out of our delivery range (i.e. our couriers and flower shops don’t operate there).

In the above cases your order will be cancelled and a full refund will be issued to the credit card/paypal account from which the order was originally placed. The amount of time it takes for your credit to show up on your bank statement depends on your bank.

How do I place an order?

It’s easy! Simply choose one of the bouquets/gifts listed on our site.
Add the item(s) you choose to your shopping cart by clicking the ‘Add to cart’ button.

Then click either the ‘View cart’ button or hover over ‘View your shopping cart’ and click  ‘Checkout’.

Enter your Billing address. In the Shipping address section please choose ‘Ukraine’ in the drop-down menu and then enter the full name, address, and telephone number of the recipient.

Then click the ‘Place order’ button and you’ll be directed to 2checkout.com where you can submit your payment by credit card or paypal.

I ordered a chocolate-coffee cake and my friend says that a chocolate cake was delivered. Why is this so?

Our commitment is to deliver a fresh and quality product. Sometimes on the day of delivery, certain cakes are not available in bakeries in Ukraine. In this case, we choose a cake of equal or greater value and make delivery.

I have funds in my PayPal account and I would like to pay by PayPal. What should I do?

After filling in the billing and shipping addresses you will be given the option of paying by credit card or PayPal. Just click the PayPal button on the order screen and you will be directed to the PayPal website where you can submit you payment.

I don’t have a telephone number for the person I want to send the gift to and when trying to place my order I keep getting the message : ”Enter a complete phone number in shipping section” What should I do?

If you don’t have a phone number for the intended gift recipient we can still make delivery. All you have to do is enter the digits 12345098 in the shipping address telephone field.

Do the prices displayed on your website remain the same all the year round?

Yes. Except during Valentine’s week (February 11th to 16th) and International Women’s Week (March 4th-10th). On the above dates prices of flowers sky-rocket in Ukraine and since all bouquets are prepared fresh on the date of delivery, we have no choice but to increase our prices.

Are there any circumstances where you would share my private information?

In rare circumstances the private information you provide to Ukraine Flower Delivery may be shared with appropriate law enforcement or investigative authorities if we in good faith believe that such action is necessary to:

(i) comply with the law, (ii) stop credit card fraud; (iii) protect against misuse of our website; or (iv) protect the personal safety of our site users or the public. 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.

Does Ukraine Flower Delivery ensure the privacy practices of other sites to which it provides links?

Ukraine Flower Delivery contains links to other websites. Please be aware that our privacy policy does not extend to these linked sites. We encourage you to read the posted privacy statement when interacting with any website.

I have ordered a gift card to go along with my bouquet but I don’t see a place where I can type a message for the card. Can you help?

There are two options:

either you can type your message into the ORDER NOTES box under the shipping address on the order form; or

you can send it to us in an email with your name and order number.

What should I do if I think I am corresponding with a scammer?

Go to our partner webiste for information and resources : www.scamsleuth.com.

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 flowers or gift. We also offer FREE TRANSLATION of your message from English to Russian. Please keep your message brief (up to 100 words).

It is now 6 a.m. in Chicago. Can you deliver flowers to my friend at 4 p.m. Ukraine time?

Due to time differences you need to place your order at least 24 hours before the intended delivery time.

I don’t have my friend’s postal address, only their phone number. Can you call them and deliver my gift?

Yes of course. But on the  order form please type an address in the delivery section, eg. Kievskaya Street 12/1, Apt. 235, Odessa Ukraine. If you leave this section blank then our system may not process your order.

How will I know when my friend receives the flowers or gift?

We will send you an email confirming that delivery has been made. If your friend agreed to have their photo taken at the moment of delivery then a high quality digital photo of your friend receiving the flowers will also be sent to you.

What if I decide to cancel my order?

You must give us at least 24 hours’ advance notice if any cancellations are to be made. If you do not then you will be liable for all charges and no refund can be issued.

Is my order information private?

We do not share ANY of the information you provide to us with others. This includes your name, address, phone number and e-mail address. Your credit card details are not passed on to us as they are processed through the PAYPAL PAYMENT GATEWAY. The name and address of the gift recipient and the card message is shared with our florist and no one else.

Is my information secure?

We take online security very seriously as it is an issue affecting all of us today. We are committed to providing our customers with the safest and most secure online ordering system in the world- 256 ssl-encryption, the Industry standard and hosted by Paypal, a world leader in online ecommerce payment processing.

I’ve noticed that you offer compositions of 11 roses. I want to send a dozen roses like we do in the USA. Why isn’t such a composition available on your site?

It’s customary in Ukraine to send odd numbers of flowers on happy occasions. Even numbers of flowers are sent for funerals!

Can I pay by credit card?

Yes. Our online credit card processor, 2checkout allows for safe and secure online payment. You can pay us by Visa, MasterCard, American Express,
Discover, Diner’s Club, and JCB.

I would like to send a bouquet that is not pictured on your site. Can this be done?

Yes. You are welcome to send custom bouquets or other flower arrangements. Kindly send us a picture of the bouquet you would like to have made up and our florist will be more than happy to accommodate your request.

I would like your courier to take a photo of my friend receiving her flowers and send it to me. Can this be done?

Yes. We provide this service FREE with every order that you place. Please note however that this cannot be guaranteed as :

i) The recipient may not agree to have his/her photo taken;

ii) The recipient may not be at the delivery location when our courier makes delivery.

If I don’t wish to place my order online is there another way that I can send you payment?

Yes. You are welcome to send us a payment by Western Union or by bank transfer. Please note that in these cases delivery of your flowers/gifts will not be made until we receive your payment.

I have met a Ukrainian lady online and we’ve been corresponding for a couple of months. What do you think I should send as a first delivery?

We suggest you send a small seasonal bouquet and/or some chocolates.

What is the delivery fee to unlisted locations?

Most unlisted locations have a delivery fee from $14.95 to $29.95 depending on the distance, geographical conditions and weather.

At the current time (November 2014), we are establishing contacts with reputable suppliers and are expanding our operations. We hope to add several more cities to our list in the near future.