What to do if birthday flowers arrive damaged or wilted

If birthday flowers arrive damaged or wilted, photograph the bouquet and packaging promptly, then contact the manager with your order details and explain what is wrong. Ask for a review and whether a replacement or refund is available for your case; neither outcome, its timing nor its terms should be assumed before confirmation.

When you have sent flowers to someone in Russia from abroad, you may first hear about a problem through a disappointed message or a photograph. You can handle the practical discussion yourself while keeping the recipient’s part simple: ask for a few clear pictures, check when the bouquet arrived and let them know you are looking into it. The immediate priorities are to record its condition, give the flowers suitable care and explain the birthday deadline.

Check the bouquet and photograph the problem

Start with a photograph of the whole bouquet as received, followed by close-ups of the affected flowers. Include any crushed wrapping, wet or damaged packaging, broken stems and loose flower heads. Use ordinary daylight where possible, without filters: an image that shows the damage clearly is more useful than a carefully styled photograph of the arrangement.

Describe what you can actually see. “Three stems are snapped below the flower heads” or “several blooms have brown, flattened petals” gives the manager something specific to assess. If the flowers look limp, say whether this affects the entire bouquet or only certain stems. Avoid guessing how the damage happened; the condition on arrival is the useful starting point.

Note the delivery time and when the pictures were taken. If you are the sender, ask the recipient to retain the packaging and any detached stems while the issue is discussed, where practical. Take the first pictures before trimming, rearranging or removing damaged material so there is a clear record of the bouquet before you try to improve its condition.

Give wilted flowers care without losing the evidence

After taking photographs, put cut flowers in a clean vase with fresh water. Remove leaves that would sit below the waterline and use clean, sharp scissors or secateurs to recut the stem ends. Follow any care instructions supplied with the bouquet. If flower food is provided, use the stated dilution rather than adding extra powder in the hope of speeding recovery.

Keep the bouquet away from radiators, direct sunlight and draughts. Check that the cut ends reach the water and that tight wrapping is not preventing the stems from sitting properly in the vase. For an arrangement fixed into a base, avoid pulling it apart to reach the stems; check the supplied instructions or ask how that particular arrangement should be watered.

Some limp flowers may improve after taking up water, but a snapped stem or crushed flower head will not be repaired by hydration. Record any change and send an updated photograph if it helps explain the problem. Contact the manager promptly rather than waiting for a hoped-for recovery, and avoid home remedies such as hot-water treatments unless you have suitable advice for those flowers.

Bouquets we can deliver

Bouquet of 1 yellow sunflowers

$13

Bouquet of 1 white lilies

$19

Bouquet of 1 pink lilies

$19

Bouquet of 3 gerberas mix

$21

Send one clear message to the manager

Contact the manager through WhatsApp, including your order number or the details needed to identify the order, the delivery city, the recipient’s name and the arrival time. Attach the overall photograph and the clearest close-ups together. A single, organised message makes the situation easier to understand than separate messages with no order reference.

You could write: “My birthday bouquet was delivered today at approximately [time]. These photographs were taken shortly after receipt. Several stems are broken and the flowers on one side are flattened. Please review the condition and confirm whether a replacement or refund is available. The recipient is available until [time], and the birthday gathering is at [time].”

State the result you would prefer and why it would help. If the celebration is still ahead, a replacement may be your preference; if the recipient is leaving, explain that another delivery may be impractical. You do not need to ask the birthday recipient to negotiate. As the sender, you can gather the details and keep the discussion in one place.

Clarify refund and replacement terms before relying on them

There is no confirmed refund or replacement policy in the service details provided here, so a fixed claim deadline, automatic entitlement or guaranteed resolution time cannot be stated. Ask the manager what applies to your order and what further information is needed. Reporting a problem and receiving approval for a particular remedy are separate steps.

If a replacement is offered, ask what will be replaced: the affected stems, the bouquet or another agreed arrangement. Confirm the proposed flowers, delivery address, recipient availability and timing, along with whether the original bouquet needs to be retained or handed back. If any additional payment is mentioned, ask for its purpose and amount before agreeing.

If a refund is offered, confirm whether it is full or partial, whether delivery charges are included, how it will be returned and the expected processing time. Online checkout uses CloudPayments, but that fact alone does not establish the refund procedure or when money will appear in your account. Keep the written agreement and distinguish any processing estimate from a confirmed completion.

Separate physical damage from appearance and birthday etiquette

A bouquet can look different in a recipient’s photograph because of lighting, camera angle or how tightly the wrapping holds it. Check visible details against the arrangement you ordered: the flowers, overall shape and any specified features. Some flowers naturally arrive at different stages of opening. Describe the actual discrepancy instead of treating every closed bloom as evidence of poor condition.

Physical damage, an incomplete order and a recipient’s preference are different concerns. If stems appear to be missing or the card text is wrong, identify that separately from wilting. If the recipient simply dislikes a colour or flower, explain the concern honestly, but do not assume it qualifies for a refund or replacement. A preference alone does not establish a confirmed remedy.

Keep the birthday message warm and uncomplicated: “I’m sorry the flowers reached you looking like this; I’m speaking to the manager.” Avoid asking the recipient to spend the celebration documenting every petal. A few useful photographs and their availability are usually the practical information you need to collect first, while further questions can be handled as they arise.

Plan delivery details that help you respond to a problem

For a future order, choose from the bouquets catalogue and ask the manager to agree the address, timing and card text. You can also request a photo of the bouquet before delivery. That photo can help clarify its appearance before the journey, though it cannot establish its condition on arrival. Delivery is anonymous by default: the courier does not name the sender, and a card with your text is free.

We deliver across Russia. City delivery costs 500 RUB; for remote districts and suburbs, the operator confirms the price when confirming the order. In large cities, express delivery is available in 1–2 hours after order confirmation. Other timing options include an exact time with a tolerance of plus or minus 30 minutes, windows of 09–12, 12–15, 15–18 or 18–21, and pre-ordering 1–30 days ahead. These options do not establish a replacement deadline.

The courier calls the recipient about 15 minutes before arrival. If the recipient is absent, we agree a second delivery the same day or handover to a neighbour or concierge with the sender’s consent. Check that the recipient can receive the flowers and put them in water. Review delivery and payment details when ordering; payment uses CloudPayments, and you should check the options shown at checkout rather than assume a foreign card will be accepted.