Frequently asked questions
HOW TO MAKE AN ORDER?
- Choose the country where your flowers or gifts should be delivered.
- Choose flowers or gifts from the Catalogue and click "Order".
- Choose the delivery date.
- Write your message for the card. Free card is included to every order.
- Enter recipient's data - full name, complete address and phone number of the recipient or contact person.
- Enter your personal information - your name, email and phone number.
- Fill in your wishes or/and additional information to the order in the field "Additional information".
- Enter Voucher or Gift Card code in the field "Discount Code" if you have one.
- You will receive the order confirmation with your order number on your screen by clicking "Go to payment". A letter with all details of your order will come to your email.
- By clicking further "Go to payment" you will be redirected to the payment page.
HOW CAN I PAY?
You are welcome to pay your order online with your card of any International Payment Systems - VISA, MasterCard, American Express, Diners Club, and JCB. Payments are processed through a trusted payment provider IntellectMoney.
You can fill in the Authorization Letter for payment and we will charge your account directly.
You can pay your order in cash or with card at Interflora office in Moscow.
We accept bank transfers from the legal entities located in Russia.
You can also pay by means of your IntellectMoney Account
You can fill in the Authorization Letter for payment and we will charge your account directly.
You can pay your order in cash or with card at Interflora office in Moscow.
We accept bank transfers from the legal entities located in Russia.
You can also pay by means of your IntellectMoney Account
WHAT KIND OF CREDIT CARDS CAN I USE FOR PAYMENT?
We accept cards of International Payment Systems VISA, MasterCard, American Express, Diners Club, JCB, МИР.
Online payments are processed through a trusted payment provider IntellectMoney. You can pay online with the following types of cards:
• VISA
• VISA Electron
• MasterCard
• Master Card Electronic
• Cirrus Maestro
• МИР
You can pay with the following types of cards if you fill in the Letter of authorization:
• American Express
• Diners Club International
• JCB International
Online payments are processed through a trusted payment provider IntellectMoney. You can pay online with the following types of cards:
• VISA
• VISA Electron
• MasterCard
• Master Card Electronic
• Cirrus Maestro
• МИР
You can pay with the following types of cards if you fill in the Letter of authorization:
• American Express
• Diners Club International
• JCB International
HOW DO I KNOW IF MY ORDER IS ACCEPTED?
As soon as the payment is completed, you will receive email notification that your order status has been changed to "Confirmed". It means the order has been accepted for execution. You can always check your order status at your Personal Account page.
WHEN CAN I GET PERSONAL ASSISTANCE?
Our Customer Service will assist you during the opening hours and help you with all your questions and enquiries you may have.
Monday – Friday 10 am – 7 pm Moscow time
Saturday 10 am – 2 pm Moscow time
We are closed on Sundays and public holidays.
Monday – Friday 10 am – 7 pm Moscow time
Saturday 10 am – 2 pm Moscow time
We are closed on Sundays and public holidays.
WHAT IS THE GUARANTEE OF MY ORDER DELIVERY?
Fleurop - Interflora guarantees each order to be delivered on the requested delivery date during the regular local opening hours of the executing flower shop. We do guarantee timely delivery if the order contains all the proper delivery details such as:
• Full name of the recipient
• Complete delivery address
• Name of the place of delivery (hotel, company, restaurant, etc.) and additional details such as room number, department name and others, which exactly indicates the destination.
• Telephone number of the recipient or contact person. The country code must be mentioned as well. In some countries, delivery carried out only after the confirmation by phone.
If the order misses some necessary details or recipient does not answer phone calls, delivery may be delayed and no complaints are accepted.
If for any reason the order cannot be executed you will be contacted by our Customer Service as soon as the flower shop reported its delivery problem.
Thus, if you do not hear or read from us you may be assured that your order got delivered in the fresh and personal way guaranteed by Fleurop - Interflora.
If you know that the order did not reach its delivery destination you may contact us and claim a non - delivery with your order number as reference.
• Full name of the recipient
• Complete delivery address
• Name of the place of delivery (hotel, company, restaurant, etc.) and additional details such as room number, department name and others, which exactly indicates the destination.
• Telephone number of the recipient or contact person. The country code must be mentioned as well. In some countries, delivery carried out only after the confirmation by phone.
If the order misses some necessary details or recipient does not answer phone calls, delivery may be delayed and no complaints are accepted.
If for any reason the order cannot be executed you will be contacted by our Customer Service as soon as the flower shop reported its delivery problem.
Thus, if you do not hear or read from us you may be assured that your order got delivered in the fresh and personal way guaranteed by Fleurop - Interflora.
If you know that the order did not reach its delivery destination you may contact us and claim a non - delivery with your order number as reference.
WHAT ARE THE CONDITIONS FOR HOTEL DELIVERY?
Delivery to the hotel is available to the reception desk only. The bouquet will be passed to the recipient by the hotel staff. Delivery is carried out without a phone call to the recipient.
The following details are necessary for successful delivery:
• Full name of the recipient as registered in the hotel. In case the room is booked for another person, please specify full name of that person
• Full name and address of the hotel
• Telephone number of the hotel (if available)
• Room number of the recipient (if available)
• Name of the tour operator in case the recipient travels in a group (if available)
The following details are necessary for successful delivery:
• Full name of the recipient as registered in the hotel. In case the room is booked for another person, please specify full name of that person
• Full name and address of the hotel
• Telephone number of the hotel (if available)
• Room number of the recipient (if available)
• Name of the tour operator in case the recipient travels in a group (if available)
WHAT ARE THE CONDITIONS FOR HOSPITAL DELIVERY?
The following details are necessary for successful delivery:
• Full name of the recipient
• Full name and address of the hospital
• Telephone number of the hospital (if available),
• Ward name and /or number
• Maiden name of the recipient if order goes to the maternity ward
Delivery to the hospital is available to the reception desk only. Kindly note that some hospitals do not allow flower delivery to the intensive care department. In this case you will be notified by us and the flower shop will keep in touch with the hospital staff to deliver your flowers as soon as the patient is allowed.
• Full name of the recipient
• Full name and address of the hospital
• Telephone number of the hospital (if available),
• Ward name and /or number
• Maiden name of the recipient if order goes to the maternity ward
Delivery to the hospital is available to the reception desk only. Kindly note that some hospitals do not allow flower delivery to the intensive care department. In this case you will be notified by us and the flower shop will keep in touch with the hospital staff to deliver your flowers as soon as the patient is allowed.
WHERE CAN I ENTER SPECIAL INSTRUCTIONS?
Additional information or special Instructions can be entered during the ordering process in the field “Additional information”.
If you need to add some additional delivery information, such as additional phone number or address details, after the order registration completed, kindly contact us by email or via contact form specifying your order number in your letter.
If you need to add some additional delivery information, such as additional phone number or address details, after the order registration completed, kindly contact us by email or via contact form specifying your order number in your letter.
WHAT OPTIONS DO YOU HAVE AS A SUPPLEMENTARY GIFT IN ADDITION TO FLOWERS?
We offer a wide range of gifts such as balloons, teddy bears, chocolate, vine, gourmet baskets, fruits and others.
You can add directly supplementary items, which are available for a country of delivery during the ordering process.
If the item you wish to add is not presented in the web shop, please contact us to check if the delivery of such item is available.
If you wish to add a supplementary gift or change the flower item after the order is confirmed, kindly email us at least 48 hours prior the delivery date.
Depending on the time of the order change, the delivery may not be possible on the same day. If the order has already been processed by the flower shop, your change may not be approved.
You can add directly supplementary items, which are available for a country of delivery during the ordering process.
If the item you wish to add is not presented in the web shop, please contact us to check if the delivery of such item is available.
If you wish to add a supplementary gift or change the flower item after the order is confirmed, kindly email us at least 48 hours prior the delivery date.
Depending on the time of the order change, the delivery may not be possible on the same day. If the order has already been processed by the flower shop, your change may not be approved.
HOW CAN I MAKE CHANGES TO THE ORDER?
If you need to change delivery details, kindly email or call us during our opening hours, or write a message via contact form, indicating your order reference number.
Due to the various time zones and opening hours in different countries, we are only able to grant changes of an order placed, if we are notified at least 48 hours prior to the requested delivery date.
Due to the various time zones and opening hours in different countries, we are only able to grant changes of an order placed, if we are notified at least 48 hours prior to the requested delivery date.
HOW CAN I CANCEL AN ORDER?
If you need to cancel your order, kindly email us or write a message via contact form, indicating your order reference number.
You can also use the option "Cancel order" at your Personal Account page.
Due to the various time zones and opening hours in different countries, we are only able to grant cancellation of an order placed, if we are notified at least 48 hours prior to the requested delivery date.
You can also use the option "Cancel order" at your Personal Account page.
Due to the various time zones and opening hours in different countries, we are only able to grant cancellation of an order placed, if we are notified at least 48 hours prior to the requested delivery date.
WHAT IS THE FLEUROP - INTERFLORA GUARANTEE OF QUALITY?
Fleurop - Interflora is the world market leader and the best-known flower delivery service in the world, supported by over 50 000 carefully selected flower shops in over 150 countries.
For over 100 years, the brands Fleurop and Interflora together with the trademark "Mercury" have been recognized for the finest quality in floral products and excellence in customer service.
Our guarantee is your assurance that a professional florist with the highest level of service will execute your order with love and care and only fresh flowers of extra quality will be used.
Fleurop - Interflora Guarantee comprises:
For over 100 years, the brands Fleurop and Interflora together with the trademark "Mercury" have been recognized for the finest quality in floral products and excellence in customer service.
Our guarantee is your assurance that a professional florist with the highest level of service will execute your order with love and care and only fresh flowers of extra quality will be used.
Fleurop - Interflora Guarantee comprises:
- delivery on the requested date
- fulfillment of your order by a professional florist
- delivery of your flower gift in fresh and perfect condition
- fulfillment at the price offered by Fleurop-Interflora flower shop and the website on the day of delivery
- execution at high level service
HOW CAN I MAKE A COMPLAIN?
If you are not satisfied with the delivery or quality, please let us know within 5 days latest from the date of delivery by email or via contact form on our web site specifying the order number in your message.
Customer satisfaction is very important for us. We will do our best to settle any claim in a short time in accordance to the Fleurop - Interflora Service Rules.
Customer satisfaction is very important for us. We will do our best to settle any claim in a short time in accordance to the Fleurop - Interflora Service Rules.
WILL THE FLOWERS ORDERED LOOK EXACTLY THE SAME AS GIVEN IN THE PICTURE?
Flowers are seasonal products, and some varieties will therefore not always be available at flower shops.
Thus, a Fleurop - Interflora bouquet may look slightly different to the one introduced in our online shop.
However, every Fleurop - Interflora bouquet is a work of art, freshly composed especially for you in one of our premium Fleurop - Interflora shops, and you may rest assured that every effort will be made to match the color and shape of the bouquet shown on the picture online.
Thus, a Fleurop - Interflora bouquet may look slightly different to the one introduced in our online shop.
However, every Fleurop - Interflora bouquet is a work of art, freshly composed especially for you in one of our premium Fleurop - Interflora shops, and you may rest assured that every effort will be made to match the color and shape of the bouquet shown on the picture online.
HOW LONG CAN I EXPECT MY FRESH FLOWERS TO LAST?
To keep your flowers fresh and long lasting, wash the vase and change or add water daily and re-cut the end of flower stems under the water. You may also add a floral preservative to maximize the freshness and life of your flowers.
Keep your flowers in comfortable room temperature and keep them out of direct sunlight and air - conditioning. With this proper care, your flowers are expected to last for approximately 3 - 5 days.
Keep your flowers in comfortable room temperature and keep them out of direct sunlight and air - conditioning. With this proper care, your flowers are expected to last for approximately 3 - 5 days.
WHEN WILL THE ORDER BE DELIVERED, AT WHAT TIME?
We do not have any delivery time guarantee, unless for funerals and weddings. Executing flower shop will make a delivery during its opening hours. Opening hours may vary slightly from shop to shop.
In Russia and some other countries delivery is carried out only after it is confirmed with the recipient by phone and delivery time is set according to recipient's wish.
If your flowers need to reach the recipient at a specific time, please specify the reason clearly while ordering or email us within 48 hours pre-notice.
The delivery time request morning/afternoon is not guaranteed, but the executing flower shop will do its best to meet your delivery time request.
In Russia and some other countries delivery is carried out only after it is confirmed with the recipient by phone and delivery time is set according to recipient's wish.
If your flowers need to reach the recipient at a specific time, please specify the reason clearly while ordering or email us within 48 hours pre-notice.
The delivery time request morning/afternoon is not guaranteed, but the executing flower shop will do its best to meet your delivery time request.
WHAT HAPPENS IF THE RECIPIENT IS NOT AT THE DELIVERY ADDRESS?
Executing flower shop will attempt delivery, leave a calling card, and try to reach the recipient later by phone. If the flower shop is unable to deliver the flowers and unable to reach the recipient within 24 hours after the first attempt of delivery, the flower shop will inform us of the none-delivery and you’ll be informed either via phone or email that no delivery could be made.
In the absence of the addressee, the flower shop making the delivery is authorized to leave the flowers with a reliable third party (e.g. a neighbor, receptionist, porter, funeral parlor, etc.) deemed suitable for passing on the flowers to the addressee.
In the absence of the addressee, the flower shop making the delivery is authorized to leave the flowers with a reliable third party (e.g. a neighbor, receptionist, porter, funeral parlor, etc.) deemed suitable for passing on the flowers to the addressee.
HOW CAN I TRACK AN ORDER?
Fleurop - Interflora guarantees delivery of your order on the requested date during the opening hours of the executing flower shop.
You can see status of the order at your Personal Account page.
We cannot confirm order delivery on the same date the order was delivered.
As soon as delivery confirmation from the executing flower shop is obtained, your order status will be changed to "Delivered" and you will receive notification to your email.
Please be informed that we are not able to offer an automated order tracking service to our customers now, as we deal worldwide with more than 50'000 flower shops.
We do not have a tracking system due to the various time zones and public opening hours in different countries.
If you should have any concerns about your order, you may contact us by phone or email or via contact form.
You can see status of the order at your Personal Account page.
We cannot confirm order delivery on the same date the order was delivered.
As soon as delivery confirmation from the executing flower shop is obtained, your order status will be changed to "Delivered" and you will receive notification to your email.
Please be informed that we are not able to offer an automated order tracking service to our customers now, as we deal worldwide with more than 50'000 flower shops.
We do not have a tracking system due to the various time zones and public opening hours in different countries.
If you should have any concerns about your order, you may contact us by phone or email or via contact form.
HOW DO I KNOW IF MY ORDER WAS DELIVERED?
As soon as delivery confirmation from the executing flower shop is obtained, the order status at your Personal Account page will be changed to "Delivered" and you will receive notification to your email.
WHAT SHALL I DO IF I FORGET MY PASSWORD?
Сlick “Log in”, go to the “Password Recovery” tab and enter your email address. Then click the “email me my password” button and you will receive an email with your data and instruction how to assign a new password.
HOW DO I GET AND USE AN INTERFLORA GIFT CARD AND VOUCHERS?
You can get Interflora Gift Card or Voucher while taking part in different promotional activities.
Voucher or Gift Card code should be entered in the field "Discount Code" while ordering to get a discount.
Discount code is valid for a limited period of time that is announced.
Voucher or Gift Card code should be entered in the field "Discount Code" while ordering to get a discount.
Discount code is valid for a limited period of time that is announced.
WHAT IS THE PRIVACY AND SECURITY GUARANTEE?
Privacy Statement for our website: Fleurop - Interflora has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for our web site. We use the IP addresses of our visitors to help diagnose problems with our website, and to administer it.
To track the status of your shopping cart, our website uses "cookies" sets. The cookie itself does not contain any personal data and is merely an identification code that enables to find your records again when you proceed to the next step of your purchase. Information about your cookie set is deleted from our servers 24 hours after you leave our website. We do not forward any personal information of our customers to third parties. Our website uses an order form to order products and services. Contact information from the order form is used to deliver orders and order confirmations to our customers. The customer's contact information is also used to get in touch when necessary. It is not used to send out separate mailings or information about our company.
We do not store our customer's credit card numbers on our servers.
Payments are processed through a trusted payment provider IntellectMoney through an encrypted on-line connection with credit card processing companies. Security of payments is confirmed by Certificate of Safety Standard PCI DSS, which meets requirements of International Payment Systems Visa, MasterCard, JCB, American Express, Discovery.
We thank you for the trust you have placed in our online marketplace.
Please contact our Customer Service for all your questions and suggestions.
Contact us
To track the status of your shopping cart, our website uses "cookies" sets. The cookie itself does not contain any personal data and is merely an identification code that enables to find your records again when you proceed to the next step of your purchase. Information about your cookie set is deleted from our servers 24 hours after you leave our website. We do not forward any personal information of our customers to third parties. Our website uses an order form to order products and services. Contact information from the order form is used to deliver orders and order confirmations to our customers. The customer's contact information is also used to get in touch when necessary. It is not used to send out separate mailings or information about our company.
We do not store our customer's credit card numbers on our servers.
Payments are processed through a trusted payment provider IntellectMoney through an encrypted on-line connection with credit card processing companies. Security of payments is confirmed by Certificate of Safety Standard PCI DSS, which meets requirements of International Payment Systems Visa, MasterCard, JCB, American Express, Discovery.
We thank you for the trust you have placed in our online marketplace.
Please contact our Customer Service for all your questions and suggestions.
Contact us
