What Are My Options If Flowers Arrive Damaged or Late?

If flowers arrive damaged or late, your main options are to document the problem straight away with photos and the delivery time, contact the shop that took the order on the same day, and, for minor damage, revive the bouquet at home while the issue is being discussed. Acting quickly matters, because a florist can only judge a bouquet's condition fairly while it is still fresh.

In our Saint Petersburg shops, which have worked since 2011, the most common calls on this subject are from senders abroad who received a worried message from a relative: the bouquet looks smaller than the photo, a few heads are bent, or the courier came later than expected. Below we go through each situation the way we handle it when a customer calls us, what the recipient can do in the first hour, and how to set up an order so that problems are less likely in the first place.

First steps in the first hour

Ask the recipient to take a few photos as soon as the bouquet is unwrapped: one of the whole bouquet, one close-up of any damaged flowers and one of the packaging if it is torn or crushed. Note the time the courier actually arrived. These details let the shop understand what happened without guessing, and they are much more useful than a description given the next day, when even healthy flowers have changed.

Then contact the shop where you placed the order, ideally the same day. Have the order number, the delivery address and the time slot you chose ready. If the order was with us, call 8 (812) 507-67-05; the manager will look at the order and discuss the options with you. Calm, specific information speeds everything up: 'three roses have broken heads, the rest are fine' is easier to act on than 'the bouquet is ruined'.

Do not throw the flowers away while the question is open, even if they look disappointing. Put them in water, because a bouquet that has stood dry for hours can look far worse than it really is, and many problems that seem like damage turn out to be thirst.

Telling real damage from travel stress

Some changes after delivery are normal and pass within a few hours. Roses and tulips often droop slightly after transport, especially in cold weather or after a long ride; once in water they usually lift. Tulips in particular keep growing and bending toward light, which many people mistake for wilting. Outer guard petals on roses can look bruised; florists leave them on purpose to protect the bud, and you can gently remove them.

Real damage looks different: stems snapped through, heads broken off, petals torn or blackened by frost, flowers that are already brown at the edges on arrival, or a bouquet that clearly does not match what was ordered. Frost damage shows as translucent, dark, wet-looking petals within hours of delivery in winter. These are the cases where you should contact the shop with photos rather than wait.

Bent stems are the grey zone. A stem that is creased but not broken can often be saved, and our article on a bouquet that arrives with bent stems explains how to straighten and support it. If you are unsure, keep the photos ready when you call and describe exactly what you see.

Bouquets we can deliver

Bouquet of 3 white lilies

$49

★ 5.0 · 83 reviews

Mixed bouquet of 7 red roses and 8 alstroemerias

$86

★ 4.8 · 52 reviews

Bouquet of 11 red roses, Ecuador, 50 cm

$66

★ 5.0 · 44 reviews

Mixed bouquet of 3 chrysanthemums and 3 alstroemerias

$46

★ 5.0 · 41 reviews

When the delivery is late

First, check what was actually booked. With an exact-time delivery, a window of plus or minus 30 minutes is part of the service, so a courier who arrives 20 minutes after the stated time is still on schedule. With a time window such as 12-15 or 15-18, any moment inside the window counts as on time. Express delivery in large cities means 1-2 hours after the order is confirmed, not after it was placed, so a late-night or holiday order may start counting a little later than you expect.

If the time has really passed, call the shop rather than waiting for the courier. The manager can see where the order is and tell you when to expect it. Our courier calls the recipient about 15 minutes before arrival, so if the recipient has had no call at all, that is useful information to pass on. More on what usually causes delays and what can be done is in our article on what happens if flower delivery is late in Russia.

A frequent reason for 'lateness' is a missed handover rather than a late courier: the recipient was out, the phone was switched off or the intercom did not work. In that case we agree a second delivery the same day or, with the sender's consent, hand the flowers to a neighbour or concierge. Our guide on what happens if nobody is home explains the options in detail.

First aid for a damaged bouquet at home

While the question is being resolved, give the flowers the best chance. Remove the wrapping, trim every stem by 2-3 cm at a sharp angle and put the bouquet into cool, clean water. For roses that hang their heads, a common florist trick is to wrap the bouquet tightly in paper up to the heads to hold the stems straight and stand it in deep water for one to two hours.

Remove broken heads and any leaves below the waterline, since decaying material clouds the water and shortens the life of the rest. A bouquet that arrived in cold weather should warm up gradually: do not put it next to a radiator or in hot water. Keep it away from direct sun and from fruit, which gives off ethylene and speeds up ageing.

If only a few stems are damaged, rearranging the remaining flowers into a smaller vase often makes the bouquet look complete again. This is not a reason to stay silent about the problem, but it means the recipient can enjoy the gift while you talk to the shop.

How to set up an order so problems are less likely

The best protection is a well-prepared order. Give the full address with entrance, floor, flat number and intercom code, and a phone number the recipient will actually answer. If the recipient may be out, mention a neighbour or concierge in advance. For an important date, choose an exact time or a window and pre-order 1-30 days ahead rather than relying on express delivery on the busiest days, such as the 8th of March or the 1st of September.

Think about the weather and the flowers. In frost, compact bouquets with sturdy flowers travel better than tall, delicate ones. Delivery is anonymous by default, so if you want the recipient to know who sent the flowers, write your name on the free card. You can choose the bouquet in our catalogue, pay online by bank card, SBP or Yandex Pay, and foreign bank cards are accepted via Robokassa.

We deliver across Russia; city delivery costs 500 RUB, and for remote districts and suburbs the operator confirms the price when confirming the order. In Saint Petersburg, where our three shops are on Ilyushina Street, Obvodny Canal Embankment and Srednerogatskaya Street, delivery is around the clock. For any question before or after delivery, call 8 (812) 507-67-05. We deliver bouquets across Russia in 1–2 hours.