Delivery Policy

This policy explains where and how gifts are delivered. It forms part of the Terms of Sale. Delivery at Quiet Rose begins with an invitation: the person who pays does not give an address and does not fix the date, but may suggest a day; the recipient alone decides whether to accept the gift and gives those details. In this policy, “buyer” means the person who pays, “recipient” means the person to whom the gift is offered, and “we” means the person trading as Quiet Rose, and anyone acting on that person’s behalf in running the shop.

1. At a glance

The main points of this policy are set out below.

• Delivery is available only in Kyiv, Odesa, Lviv, Kharkiv, Dnipro and Vinnytsia.
• Delivery is included in the price, and nothing is payable at the door.
• The recipient chooses a day from the next day up to 14 days ahead.
• The recipient chooses a time window: 9:00 to 13:00, 13:00 to 17:00 or 17:00 to 20:00, Kyiv time.
• Couriers pause during air-raid alerts and curfews, and delivery then moves to the next possible time.
• The buyer is never shown the address or phone number, and is emailed once delivery has taken place.
• If the gift cannot be delivered, the buyer is refunded in full, including any tip.

2. Where we deliver

We deliver only in six cities: Kyiv, Odesa, Lviv, Kharkiv, Dnipro and Vinnytsia. The recipient chooses the city from a list on the Private Page, and an address in any other place cannot be entered.

If the recipient is elsewhere, the recipient can decline the gift, and the buyer is refunded in full. A buyer who is not sure where the recipient is should bear this in mind, since the gift cannot be sent to any other place, whatever the circumstances.

Within those cities, there may be times when a particular address cannot be reached, for example because of security restrictions. We then try to find another solution with the recipient. If none can be found, the order is treated as one we cannot deliver, and the buyer is refunded in full.

3. What delivery costs

Delivery is included in every price shown on the Site. No delivery charge is added at checkout, and nothing is payable on delivery by the buyer or by the recipient. If anyone asks the recipient for money in connection with a Quiet Rose delivery, the recipient should not pay and should let us know at support@quietroseproject.com.

4. How a delivery is arranged

Every delivery goes through the same stages, from the buyer’s payment to the recipient’s door.

4.1 The invitation

Once payment has been confirmed, the recipient receives an invitation email from gifts@quietroseproject.com. It says that a gift is waiting and gives the sender name entered by the buyer and a private link to the Private Page. It does not say what the gift is, and it does not give the price or the note.

4.2 Time to answer

The recipient can accept or decline at any time while the gift is open. One reminder is sent after 48 hours. No further reminders are sent. If there is no answer, the gift stays open and nothing is refunded automatically.

4.3 Details given by the recipient

A recipient who accepts gives the details below on the Private Page. The recipient then receives a confirmation by email.

• The name for the delivery.
• A phone number for the courier.
• The city, chosen from the list.
• The street and house number, and an apartment or office if there is one.
• A day, from the next day up to 14 days ahead.
• A time window.
• Optional instructions for the courier, of up to 300 characters.

4.4 Preparation

The order then goes to the florist, and the bouquet is arranged by hand. Everything in the order travels together with the bouquet, including the buyer’s note. Flowers may vary with the season, and an unavailable flower is replaced with one of similar value and style, as Product Information and Allergens explains.

5. Days and time windows

The recipient can choose any day offered on the Private Page, from the next day up to 14 days ahead. Those days are counted from the moment the recipient answers, so a recipient who answers on the last day of the 7-day period still has the same range of days to choose from.

There are three time windows, and all of them are in Kyiv time: 9:00 to 13:00, 13:00 to 17:00 and 17:00 to 20:00. A buyer or recipient in another time zone should bear this in mind. We do not offer delivery at an exact minute. The courier aims to arrive at some point within the chosen window, subject to the circumstances described below.

6. One order, one delivery

Each order is offered to one recipient and delivered to one address, in a single delivery. If you would like to send gifts to several people, or to the same person on different days, please place a separate order for each. Each recipient then receives a separate invitation and can answer it independently.

7. Choosing an address

The address does not have to be a home. The recipient may give any address that a courier can reach in one of the six cities, such as a workplace, as long as the person named can receive the gift there. Clear instructions about entrances, door codes or floors help the courier, and they should contain only what the courier needs to know.

8. Contact with the courier

The courier may call the recipient on the number given, for instance to find the entrance or to agree a change in timing during the delivery window. The phone number is used only for the delivery. It is not used for marketing, and it is not given to the buyer.

9. Changing the details

Until the order has gone to the florist, the recipient can change the delivery details on the Private Page, using the same link. Up to that point the recipient can also decline the gift, in which case the buyer is refunded in full.

Once the order has gone to the florist, the Private Page shows that the gift is being prepared, and it can no longer be used to change the details. A recipient who then needs to change something should write to support@quietroseproject.com as soon as possible. We will do what we reasonably can.

The buyer cannot change the delivery details, and we will not redirect a gift at the buyer’s request. A paid order cannot be cancelled, as the Refund Policy explains.

10. Air-raid alerts and curfews

The cities we serve can be affected by air-raid alerts and curfews. Couriers pause during air-raid alerts and curfews. The safety of couriers, florists and recipients comes first, and we will not ask anyone to take a risk in order to keep to a delivery time.

When this happens, delivery moves to the next possible time. That may be later in the same window, in a later window or on another day, depending on the situation. Where it is practical, we or the courier will try to let the recipient know. A move of this kind is not a cancellation, and it does not cost the buyer or the recipient anything.

Flowers are perishable. If a long pause means that a bouquet is no longer in a fit state to deliver, we will replace it or treat the order as one we cannot deliver. A recipient who receives an item in a damaged state can use the process in the Refund Policy.

11. Other delays

Other events can also delay a delivery, including road closures, power or communications failures and severe weather. To the extent the law allows, we are not in breach for a delay caused by an event beyond our reasonable control, as the Terms of Sale explain. That does not reduce the refund if the gift finally cannot be delivered, and it does not affect mandatory consumer rights.

12. If the recipient cannot be reached

If the courier cannot find the address or reach the recipient during the window, we will try to arrange another attempt using the details the recipient gave us. Please make sure the phone number is correct, and that someone can receive the gift at the address. If delivery still cannot be completed, the order is treated as one we cannot deliver, and the buyer is refunded in full, including any tip.

13. If we cannot deliver

If we cannot deliver for any reason, the buyer is refunded in full, including any tip, without having to ask. The refund goes to the original card and usually appears within 5 to 10 business days. The buyer is told only that the gift could not be delivered, and is not told the reason.

While we deal with a problem, the buyer’s Order Page may show that there is a delivery problem and that we will write shortly. It does not show anything about the address, the recipient’s phone number or the day chosen.

14. What the buyer is told

The buyer has a private order-tracking link and receives updates by email. The Order Page shows the stage reached: invited, accepted or delivered. The buyer is emailed when the recipient accepts, and again once the gift has been delivered. Neither email gives the date or time of delivery.

The buyer never sees the recipient’s address or phone number, and is not shown the day the recipient has chosen before delivery takes place. We will not provide those details, even on request. We do not offer live tracking of couriers to the buyer or to the recipient.

15. Proof of delivery

When delivery has taken place, we record it, and the buyer’s Order Page changes accordingly. Where a courier provides one, we may keep a link to a proof of delivery, such as a photograph, with the order record. It is not shown to the buyer. It may be used to deal with a query or a payment dispute, and it is erased with the other details 30 days after the order closes. The Privacy Policy explains how long records are kept.

16. Risk and ownership

Risk in the gift passes when it is handed over in accordance with the recipient’s details and instructions, and ownership passes to the recipient at that point. If an item arrives damaged or is the wrong item, the process in the Refund Policy applies.

17. Your mandatory rights

Nothing in this policy removes or limits the mandatory consumer rights of the buyer’s country, including any rights about late delivery. The time limits and processes above describe how we work, and they apply alongside those rights.

18. How to contact us

For any question about a delivery, please write to support@quietroseproject.com or use the contact page, and include your order number if you have it. We reply within 2 business days. A recipient with a delivery that is imminent should say so at the start of the message.