Order and delivery

Our company welcomes you to our web site, located at . The goal of the website is to provide access to our wide selection of floral, gourmet, and gift products and services, as well as information and ideas, to as wide an audience as possible. To ensure a safe, pleasant environment for all of our customers, we have established our Ordering and Delivery policies. In this way, you will know what you can expect from us and what we expect from you.

Order placement

We've designed our website to make it quick and simple for you to place your order. After you've found the flowers or plant you want to send, click on the item name or image and follow the instructions below.

1. Shop From a Variety of Categories — Shop by Occasion, Shop by Product Category — or search by a specific keyword;
2. Select Your Product and Choose Your Preferences. On the product information page, select how you would like to customize your gift;
Once you have selected from the preferences, click the "Buy Now" button. Your gift bouquet will be stored in the shopping cart, and you can either continue browsing by clicking on Return to Shopping;
3. Proceed to checkout. When you are ready to check out, click on the Shopping Cart link at the top of the page and then select checkout;
4. Provide the recipient's delivery information. You will be asked for the recipient's delivery information. This information will allow us to ensure that your bouquet is created by a professional florist. At this time, you can also create a personal message for your card;
5. Review your order. Review the details of your order, and click the Submit Order button. Your order will be received by Solard, and a professional florist will begin creating your arrangement;
6. Provide your billing information;
7. Save your confirmation. We will send a confirmation email to the email address you indicated during the order process. Please save this email for future reference.

Where we deliver

We deliver anywhere in Belarus. Some villages and remote places are not on the list. Please make sure you place an order for a location that is not on the list at least 4–5 days in advance. It may take additional time for us to arrange the delivery and may incur an additional delivery fee.

Cities Serviced:

1. Capital of Belarus: Minsk;
Minsk suburbs: towns and villages situated within a 30 km area from Minsk Ring Road.

2. Minsk Region;
City serviced:Borisov, Berezino, Cherven, Dzerzhinsk, Kopyl, Kletsk, Krupki, Logoysk, Lyuban, Molodechno, Maryina Gorka, Myadel, Nesvizh, Soligorsk Slutsk, Smolevichi Staryie Dorogi, Stolbtsy, Uzda, Volozhin, Vileyka.

3. Brest, Brest Region;
City serviced: Baranovichi, Beryoza, Brest, Drogichin, Gantsevichi, Ivanovo, Ivatsevichi, Kamenets, Kobrin, Luninets, Lyakhovichi, Malorita, Pinsk, Pruzhany, Stolin, Zhabinka.

4. Gomel, Gomel Region;
City serviced: Rudobelka, Bragin, Budo-Koshelevo, Chechersk, Khoyniki Dobrush, Yelsk, Kalinkovichi, Korma, Lelchitsy, Loev, Mozyr, Narovlya Petrikov, Rogachev, Rechitsa, Svetlogorsk, Vetka, Zhlobin, Zhitkovichi.

5. Vitebsk, Vitebsk Region;
City serviced: Vitebsk, Beshenkovichi, Braslav, Chashniki, Dokshitsy Dubrovna, Gorodok, Glubokoye, Lepel, Liozno, Miory, Postavy, Polotsk Rasony, Senno, Tolochin, Ushachi, Verkhnedvinsk, Orsha.

6. Grodno, Grodno Region;
City serviced: Oshmyany, Ostrovets, Berestovitsa, Dyatlovo, Ivye, Korelichi, Lida, Mosty, Novogrudok, Shchuchin, Slonim, Smorgon, Svisloch, Volkovysk, Voronovo, Zelva.

7. Mogilev, Mogilev Region;
City serviced: Mstislavl, Osipovichi, Bobruysk, Belynichi, Bykhov, Chausy, Cherikov, Khotimsk, Dribin, Gorki, Glusk, Kostyukovichi, Kirovsk, Klichev, Klimovichi, Krasnopolie, Krugloye, Krichev, Shklov, Slavgorod.

Your order status

You can inquire about the status of any order by using the following options:

— contact online support;
— calling 24X7 customer service: in Belarus at + 375 (29) 658-75-42 or + 375 (33) 668-35-72;
— ICQ: 383491285.

Please have your order ID handy, as our administrators will need it to locate your order quickly.

Delivery policy

1. The standard delivery time is one business day. We guarantee same-day delivery if the order is placed and paid before 12 a.m. local recipient's time. In 'Additional information' in the order form, you may specify the preferred delivery time. However, in some cases, the specified time is only a recommendation since the delivery schedule is set up by local partners on their own. The recipient is given a call before the delivery takes place;
2. In remote localities, the delivery period may be extended up to 2–3 business days if weather conditions or any other acts of God do not allow our couriers from the nearest city to fulfill delivery;
3. The availability of the recipient's phone number in order details is a mandatory requirement for order placement;
4. If a Customer places the order for the first time through our Service he / she should call our office (the phone numbers above) to confirm the order placement. If a Customer does not give us a call, our managers will try to reach the Customer on the phone specified in the registration form. Attention! The order is put on hold until we have the Customer's confirmation!

The Customer's fault

1. The recipient provided a wrong or incomplete address or telephone number, a wrong delivery time, an untimely payment for the order, etc. We will take an additional 10 USD if delivery was attempted but the address, or other contact information turned out to be wrong;
2. A Customer does not confirm the first order placement.

The fault of our delivery service

In this case, we carry full responsibility for the work of our delivery network, our responsibility will not exceed the amount of your order. Usually, we refund the money and deliver at our expense.

We always try to contact the recipient before attempting delivery to make sure that he / she is there to accept the order. We do it either by telephone, by sending a telegram, or by leaving a tag on the door if the phone number is missing or unavailable. Exceptions are possible if a customer requests the order be delivered without contacting the recipient first.

In the event that the recipient is not at home at the moment of delivery after having arranged the time of delivery with us or if the customer has requested delivery without prior notice, we have the right to do one of the following:

— leave the flowers with the neighbors;
— leave a tag on the recipient's door, asking him\her to call us back and arrange the time of delivery.

In both cases, we do not carry any further responsibility for the time of delivery or quality of the flowers. We do not issue a refund for such orders.

Refund policy

If the delivery doesn't occur due to a wrong or incomplete recipient address or telephone number, the money can be either left on your account with Solard company or refunded. In the latter case, we will have to keep 10 USD as a refund-processing fee.

Substitution policy

Depending on the season and period, the availability of certain sorts of flowers in different regions may be quite limited. Besides, flowers of certain shades may be missing on the delivery date. Thus, the delivery of a bouquet / flower arrangement quite identical to the one shown on the website may be impossible.

In this case, our local florists will deliver a similar or upgraded arrangement. We are doing our best to keep the original shape, size, and color range of the requested bouquet / flower arrangement; however, some deviations are allowed to occur. In a single-type-flower arrangement (like a rose bouquet), keeping the flower type will prevail over color matching.

Attachments (plush toys, chocolate boxes, and champagne) may vary according to the assortment of a certain region. Our general responsibility is to maintain the quality and integrity of the items delivered.

Cancellation policy

If, for some reason, you cancel the order or update the order details, please let us know about that as soon as possible. We will immediately accept your request for cancellation or order update, provided the request is sent before delivery takes place. It is preferred to notify customers of necessary updates 48 hours prior to the alleged delivery time.

An order cannot be cancelled if local florists have already made the requested flower arrangement.

If local florists are unable to deliver the order due to the wrong recipient's address, we will notify you immediately. In some cases, you will have the opportunity to re-direct your order to another recipient, even in another city / country.

If you are not satisfied with the quality of the delivered flowers, please notify us of that as soon as possible after having described the issue in detail. Due to the perishable nature of the goods delivered, we are not able to accept claims sent within 48 hours after delivery takes place. Please note that the receipt signed by the recipient has a statement 'no claims on the quality of the items delivered' and a detailed description of the delivered items. Thus, we hope the recipient will make the necessary notes in the receipt in case the flower quality is unsatisfactory. We respect our Customers and do our best to satisfy them. But we ask our Customers to realize that their claim must be understandable and reasonable.

Mail forwarding service policies

For special handling and delivery of your e-mail correspondence, send your e-mail letters to info@flower-shop.by. Be sure to enter your order number in the subject area. With each e-mail delivery order, you should include the following information to insure prompt delivery: your full name, the full name, address, and phone number (if available) of the message recipient, and your preferred method of delivery. You must also specify if you wish for us to translate your correspondence into Russian or Belarusian. And, most importantly, you must tell us in advance if you agree to pay for one or more responses from the recipient. Your e-mail messages can be sent in plain text format, or as an MS Word attachment. We can read other files, but plain text or MS Word is highly preferred.

For letter forwarding (only), you can take advantage of our services via e-mail. Send your letters to info@flower-shop.by. Put your order ID in the subject. With each order, you should provide us with all the information that is required for successful delivery. (your full name, exact recipient's address, phone number, delivery method, translation (if needed), if you agree to pay for one or more responses. You can submit your message in plain text format or as an MS Word attachment. We are able to read other formats as well, but to avoid misunderstandings, please use either Word or plain text. Send photos, preferably in JPEG format, as attachments to the same address (info@flower-shop.by).

If you have more questions you can find neccessary information on our Frequently Asked Questions section or contact our manager.

For any information about our services, prices, delivery terms, payment options, etc., please feel free to contact us anytime by the following means:
Phones: +375 (29) 658-75-42; +375 (33) 668-35-72.