We have neutral brand cards that we can sign on your behalf. Just send us words you want to tell to a receiver, and we will write it and deliver with a bouquet.
This section provides answers to frequently asked questions from visitors to your future site. Using this section will reduce the burden on operators and increase your customer satisfaction.
Can you add a card?
How soon flowers in a bouquet open up?
Usually we use flowers with tight blooms, to let you see the opening process at your home. Each flower is unique and needs different time to open up. Even blooms from the same pack can open differently. The speed of opening depends on many factors such as time of cutting, temperature while keeping and transportation, climate of your home.
How big or small can by a bouquet of 9-11 flowers?
It depends on type of flowers. Bouquet of 9 roses or peonies can be small, but it becomes bigger when flowers open up. On the other hand, bouquet of 9 hydrangeas as huge as bouquet of 50-60 roses. If you want to know how your bouquet will look, just ask our manager and she will send you a photo example.
Will the bouquet be exactly the same as i see it in the picture?
- Flowers aren’t printed in a factory, every flower is a living organism that is unique, and fowers of the same variety can differ in shape, size and colour shade. That’s why bouquets consisting of exactly the same flowers can’t look exactly the same way.
- Flowers depend on seasons, so not every flower can be ordered at any time of year.
- Sometimes even a flower in its mid season might not be delivered by our suppliers or might be delivered of poor quality, and in that case we replace them with their counterparts.
The more complex composition of the bouquet is and the more exotic flowers are used, the lower the possibility of 100% replication is. If you are not ready for experiments and want to know exactly the composition, take a closer look at Mono, Duo and Trio bouquets.
For example, all Signature bouquets are complex and creative compositions. When assembling them, we use a large number of different seasonal colours, and the likelihood that the composition will be repeated is extremely small. If you see the word "author" or "signature" in the title, be prepared for the bouquet to be different and you rely on the florist's taste within a given range and mood.
However, every single bouquet you see on our website is made by our florists and we always stick to our style
Make me a bouquet with the same level unfurling of flowers / colour shade / size of flowers etc. as i see in the picture
We’d really like to do that, but flowers are living organisms, that’s why it’s impossible to guarantee the level of unfurling of flowers, their colour shade, size etc. We can’t glue flowers to the bouquet, paint or grow them in the perfectly same way.
One more thing: if you order a bouquet urgently, flowers might be delivered to you when they still haven’t fully opened their petals. We’ve just unpacked them, and they need some time to drink water, straighten out their petals and get to their natural shape.
What if I don't like the bouquet?
We love to send bouquets when the customer is happy. Please describe in as much detail as possible what exactly you do not like in the bouquet, and we will make changes to it. Please be as specific as possible, because we can only make changes to the bouquet once.
Please note that changes will take time and delivery may be shifted to a later date. And also the fact that it is much easier to make changes to the bouquet than to the compositions in hat boxes and baskets.
We ask you to understand that we buy flowers specially for you. Therefore, the more clearly you describe your wishes, the more likely we will make a bouquet that you like. Send a photo of the bouquet and say "make it similar" is not a detailed description. We need to understand what exactly you liked and hooked on it (shape, volume, color, composition, mood, association, etc.)
Please note that changes will take time and delivery may be shifted to a later date. And also the fact that it is much easier to make changes to the bouquet than to the compositions in hat boxes and baskets.
We ask you to understand that we buy flowers specially for you. Therefore, the more clearly you describe your wishes, the more likely we will make a bouquet that you like. Send a photo of the bouquet and say "make it similar" is not a detailed description. We need to understand what exactly you liked and hooked on it (shape, volume, color, composition, mood, association, etc.)
Can you send me severa variants of bouquets and i will choose?
Sometimes it might appear (and it’s common practice in some offline flower shops) that we can reassemble flowers until you like the bouquet. However, our quality standards don’t allow us to reuse flowers several times, because flowers are very delicate material and they lose their freshness every time they are removed and «used».
We buy flowers specifically for every certain order and use them only once. That means you get the most fresh flowers, but the other side of it is that we can’t send flowers back to the supplier or use them somewhere else.
The good news is that we handle flowers with the greatest care and you won’t receive any worn-out flowers.
That is the reason why we can’t make several variants of a bouquet for you until you choose one. To get a bouquet you like in one go, you should give us as much detail as possible.
What is a detailed description of a bouquet?
A detailed description is a picture of the bouquet you like along with comments about what you like and what you don’t like and why. Focus on such aspects as colour, shape, size, mood and vibe, certain flowers you’d like or wouldn’t like to be used, wrapping etc. Also it will be helpful to add whom the bouquet is intended to.
Can you send me a picture so i know what my bouquet will look like?
We will send you the picture of the bouquet when it’s finished, but we can’t until it’s ready, because it isn’t made yet. However, we can send you pictures of similar variants that we will use as references.
Is bouquet wrapping included in the price? What will it look like?
Yes, wrapping of flowers is included in the price. We will tie the bouquet with ribbons and wrap it in pretty packaging paper. You can put your preferences in colour of packaging paper and ribbons in the field for comments to the order.
It is important for us that flowers are delivered to you intact, that’s why we pack bouquets depending on the weather: in winter we protect them from cold with warm packaging, in rain we put additional cover-up to protect flowers from water. Besides, we deliver all bouquets on water, so that they aren’t left without water even for the time of delivery. Every bouquet is delivered in a shipping box for additional protection.
I don't understand how many flowers (the size of the bouquet) will look good?
Every person has their own understanding of what «good» looks like. However, to help you get the picture, along with the size of signature bouquets and flower baskets we put diameter in centimeters. Also you can find out the exact size from our manager when making your order.
Are there any guarantees that the flowers will stay fresh for a long time?
We take all measures to ensure the freshness and safety of the flower:
- We work only with fresh material and buy it from trustworthy suppliers, flowers are treated properly and always go through quality control. If we have doubts about the quality of the ordered flower, the manager will call you and offer some alternatives.
- We do not make bouquets for the shop window and do not reassemble old bouquets. All bouquets are made strictly to order.
- Bouquets are always packed on water and accordingly to the weather (in winter the packing is to keep flowers warm, in rain there is additional wrapping to protect them from rain).
- All bouquets are delivered in shipping boxes. Also we put care instructions and fertilizing that prolongs freshness of flowers to every bouquet.
Nevertheless, flowers are living organisms, and nobody can give you 100% guarantee for their «behaviour». Their condition depends on lots of factors, for example: handling and care, air humidity and the temperature in the room, atmosphere. It is best to keep flowers out of draughts and direct sunlight, away from heating systems and fruits.
Please note that in accordance with the Law of the Russian Federation On Protection of Consumers’ Right from 07.02.1992 №2300–1 (in edition from 25.10.2007) and the RF Government Decree from 19.01.1998 №55 (in edition from 27.03.2007) cut flowers and potted flowers cannot be exchanged or returned (that is stated in the list of positions of the non-food category of non-conforming goods that cannot be exchanged or returned). A purchaser of an online store has a right to refuse the receipt of goods if the goods that are delivered are non-conforming (on the ground of paragraph 3 of the article 497 of the Civil Code of the Russian Federation, article 21 of the Law On Protection of Consumers’ Right).
We consider claims if the bouquet wilts during 24 hours after delivery. For consideration of your claim send us a picture of the bouquet with a detailed description of the situation to the email hello@letoflowers.ru or W/App 8(905)553-67-36.
What if the bouquet is made the night before delivery? Should I worry that it might wither sooner?
Bouquets for morning deliveries are made out of fresh flowers the night before the delivery and stored in the floral refrigerator. It doesn’t matter to flowers whether they are kept in the refrigerator separately or in a composed bouquet. The floral refrigerator keeps flowers fresh and one night doesn’t make any difference to them.
Don’t worry, the flowers will be all right!
Are the pictures on the website yours?
Yes, every single picture on the website is made by us and every single bouquet in these pictures is made by our florists. Unfortunately, now and then we come across our pictures on the websites of unprincipled and dishonest companies.
Can I send a bouquet anonymously?
Yes! We never give your personal information. But if you don’t want to be anonymous, just ask as to sign a card.
Will you tell me, when the bouquet is delivered?
Of course! We will send you a message as soon as courier delivers a bouquet.
Can you find out the address from the addressee?
Of course! To do that we’ll need a phone number and a name.
I want the delivery to the exact time
Then you should choose delivery to the exact time, but we’ll need a 20 minutes period anyway. The delivery to the exact time is more expensive, but it might be more convenient for you.
Can you make the delivery unexpected, as a surprise?
Yes, of course. However, you have to be certain that the addressee will be at the address you’ve given us at the time when the bouquet will be delivered.
Do you deliver to the Moscow Region and in other towns?
We work in Moscow and deliver to Moscow addresses and to addresses that are not too far from Moscow. Our manager can estimate the cost of the delivery out of Moscow Automobile Ring Road for you. Contact us on WhatsApp/Telegram on 8(905)553-67-36 and we’ll help you.
Is it possible to order non-contact delivery?
Yes, it is possible. A courier in a mask and gloves will leave the bouquet in a shipping box by your door. The flowers in the box are safely protected.
There is also an option for you to take only the bouquet from the box, and the courier will take the box back.
When is the best time to put an order?
We accept orders on the website 24/7, but there are some things that need your attention.
The perfect timing to order a bouquet is a day before its delivery. This way we can discuss all the details with no rush, get fresh and high-quality flowers if they’re out of stock and you’ll get a bouquet you wanted in the most possibly perfect way.
If you are in rush, then the most important thing is to place an order before 6.30 pm, because the working hours of our florists are from 9.30 am to 6.30 pm. However, even if you order flowers at 6.29 pm, we will make you a bouquet and will deliver it on the same evening as the order, at night or early next morning. If you haven’t made any order before 6.30 pm and the florists have already left the studio, we will make the bouquet next morning and deliver it after 12 pm.
However, if you order flowers for the same day or night, it is best to put your order not at 6.29 pm, but before 5 pm on weekdays and before 3 pm on Sunday. It is important because the flowers you want might be out of stock and we will need to get them from our suppliers: suppliers work until 5 pm on weekdays and until 3 pm on Sundays.
What if I want to order rare or exotic flowers?
Rare or exotic flowers or very exact and detailed orders require preordering for 7-10 day before delivery. For example, preordering is important if you want to order lily-of-the-valley, especially in a large amount, or exclusively yellow tulips (no other colour, only yellow!), exclusively the variety of roses you want etc.
What if my plans have changed and i don't need a bouquet anymore?
Tell us about not later then until it’s 24 hours before delivery, and we will transfer your money back to you or put it to your bonus account. If you want to cancel the order when there’s less then 24 hours before scheduled delivery left, there are no refunds and the money won’t be sent back. However, you can change the address of delivery and send the ordered bouquet to your friends or family.
We are a company, is it possible to pay via invoice?
Yes, it is possible. Send an email to hello@letoflowers or call/WhatsApp/Telegram us on 8(905)553-67-36. We’ll make out an invoice for you and give you all the closing documents for the accounting.
Can I pay with PayPal?
Unfortunately, it’s not possible to pay for your order at our studio with PayPal. However, we do accept payments by cards, even if they are issued not by Russian banks. If you get some troubles with your payment, contact us and we’ll check what we can do for you.
There is an error during payment what should I do?
It is possible that there was some disfunction and you should try to make your payment one more time. Also you can contact us on WhatsApp/Telegram on 8(905)553-67-36 and we’ll make you a link for payment.
Though we accept payments from abroad, sometimes it happens that the payments are blocked by the bank that has issued it. You can try to pay by other card or contact your bank to find out the details.
Is it possible to pay in cash as received?
No, we work only on a prepaid basis.
Can you make a bouquet in my presence? I want to come to your studio, what is the address?
Unfortunately, we don’t have an offline flower salon where customers can have a cup of coffee and watch the florist make their bouquet. We work online: you place an order, pay for it and we make the bouquet. Before delivering the bouquet we send you the picture of it, and after we’ve received your approval we deliver it to the addressee.
Are there any discounts? How can I get it?
Yes,
1. We have a Loyalty Program, under which you receive bonuses for each order. The amount of bonuses depends on the total value of the orders that you have made with us. You can use bonuses when paying for the following orders. Read more
2. We have a referral program. You can get bonuses for the recommendation (if you have already made an order and recommend us to your friends, as well as if you yourself came on the recommendation from a friend - in this case, each party receives 500 bonuses). To use the program, you need to share a code or a link from the Bonuses section of your Personal Account. If you have not placed an order with us before, then the link will not work.
3. If you have already made an order with us, you can write a review on the page of the product you bought and get 300 bonus for review.
1. We have a Loyalty Program, under which you receive bonuses for each order. The amount of bonuses depends on the total value of the orders that you have made with us. You can use bonuses when paying for the following orders. Read more
2. We have a referral program. You can get bonuses for the recommendation (if you have already made an order and recommend us to your friends, as well as if you yourself came on the recommendation from a friend - in this case, each party receives 500 bonuses). To use the program, you need to share a code or a link from the Bonuses section of your Personal Account. If you have not placed an order with us before, then the link will not work.
3. If you have already made an order with us, you can write a review on the page of the product you bought and get 300 bonus for review.
How much one flower costs?
We are not a store with limited selection. We have a huge variety of different flowers, because we purchase flowers from our suppliers special for each order. As we got flowers by packs (10/20/50 pc) not by pieces, we can’t send you one rose or peony, because we will have to cancel the rest of the pack.
Why does the bouquet cost so much?
We work with high-quality flowers that can’t be cheap. That’s why our signature bouquets cost more than bouquets from a flower stand. Price covers not just costs of the flowers used and the package, but also the payment for work of florists and managers (they want to receive the salary that is adequate to the level of their skills), rental costs, writings-off, various charges, taxes etc. Of course, the price includes profit as well, we are a commercial business after all.
As the result, we set prices accordingly to our pricing policy to be cost effective, and also be able to work, bring joy to our clients, develop and grow.
Why does "XXX flowers" have a cheaper bouquet?
We can’t vouch for the quality of flowers and customer care of our competitors. More importantly, we can’t guarantee consistency of the quality of their flowers. You can get a stunning bouquet very cheaply once and it might be just your luck, and with your next order you might not be that lucky. Or you might.
What we do know is the quality of flowers we use. Also we know that the flower shops that compete on price have to:
- get cheaper flowers from suppliers (that is flowers smaller in size and lower in quality),
- use old or written-off flowers,
- pay less to their workers, which results in high employee turnover (the best experienced workers quit),
- steal other company's photos and even texts (will you trust such a company?)
- give up on investing in development of processes and customer care.
Why does the bouquet cost so much when it's small in size?
Not always size and price of a bouquet correlate to each other directly. There are top-grade flowers that aren’t large in size but are expensive, e.g. lily-of-the-valley, freesia, sweet pea (lathyrus or pea vine) or narcissus.
Besides that, we never use flowers that overblossomed: that means that they will wilt very soon, let alone we never open the flowers mechanically by hands, because that damages flowers and reduces the time they can stay fresh as well. Flowers that have fully blossomed make the bouquet look bigger (e.g. a blossomed rose is twice as big as a rose that is fresh and has yet to fully open its petals), but such flowers live 1-2 days at best.
Also, flowers might get smaller when their season comes to an end. Peonies are a good example of that. The good news is that when out of season peonies still might be available for order (not always, but there is a possibility; however, out-of-season peonies are smaller), whereas in the past peonies out of season used to be not available at all.
Some flowers «sound» largely, but aren’t like that in reality: e.g. some varieties of spray roses. If you’re looking for a large and voluminous bouquet, you should tell that to our manager, and we’ll offer you flowers might like.
Why does the delivery cost so much?
Flowers are very delicate product that requires great caution in delivery. While other products can be given to couriers in large numbers at once and the courier can deliver them one by one during the day, flowers are too fragile and require certain care and storage conditions. Our couriers get a bouquet and deliver it to an address, then get back to our studio to get another one and deliver it to the next address.
We don’t make profit from delivery. Careful delivery by foot or by car costs exactly the amount of the prices we set.
Why does the delivery by exact time cost so much?
We calculated that delivery within 4 hour intervals allows us to optimize the work of couriers and reduce the cost of delivery to 400 rubles. In this case, we can distribute orders during the day among several regular couriers.
The delivery to the exact time doesn't allow such optimisation and requires even more managing of all the processes in our studio.
The delivery to the exact time doesn't allow such optimisation and requires even more managing of all the processes in our studio.
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