Why is my order on hold?

Dear friends,

It is our goal to have your flowers and gifts delivered right on time.  Unfortunately it is not always possible for certain reasons. Let’s go over the most common difficulties which can occur with your orders and the ways we can go around them:

1. To protect you, under some circumstances your bank can mark your payment as suspicious in this case we have to put your order on hold until your payment is cleared:

* Common cause: your billing address was not verified by your bank:

Please put your billing address exactly as it appears on your bank statement

* Common cause: your IP address does not coincide with your billing address:

If your billing address is different from your IP address (the actual location of your computer) when you place your order, we have to put your order on hold. For example if you reside in the USA and travel to Portugal and place your order there, your payment will be flagged as suspicious. In this case, we will ask for the proof that you are a legitimate holder of the credit card.

* Common cause: the names of the billing client and the person who ordered the gift are different:

In this case we also need a proof that you are a legitimate owner of the card account and we may ask you send us a scanned copy of your photo ID.

2. If we cannot get in touch with your recipient to schedule the delivery:

* Common cause: the contact phone number for the recipient was not provided, or the phone number is incorrect, or the recipient does not pick up the phone, or the phone is turned off:

In order to arrange a timely delivery we always contact the recipient and agree upon a time and place of the delivery suitable for them. Please remember that our deliveries must be scheduled and without verification of the address, the delivery cannot be arranged. In Ukraine most people live in apartment buildings, and unlike the West these buildings do not have door buzzers at the main entrance. In this case our florists and couriers would have to spend an hour waiting until someone opened the entrance door so that she could enter the building. Please note that it is also possible to ask your recipient to contact our offices to schedule the delivery.  

If delivery must be made without first contacting the recipient at the provided address at the scheduled time, we cannot guarantee that the gifts will be delivered to the recipient in person and the pictures of the delivery will be taken. If the recipient is not at home, your gifts will be left to the neighbors or taken back to our office.

In order to avoid delays in the delivery of your gifts, please provide all necessary information and correct phone numbers when you place your orders. If you have alternative telephone numbers, please inform them too.

Please remember that you can check status of your order any time. Just log in to your account, open your order and check Order Comments. If there is any problem or delay, there will be a note about it.

And as always you are welcome to contact our Live Chat support if you have any questions.

With warmest regards,

Victoria.