Delivery terms

ZakazBuketov.kz delivery terms

These Delivery Terms govern the delivery of products ordered through the ZakazBuketov.kz website, social media, messengers and the company's other official channels.

By placing an order with ZakazBuketov.kz, the customer confirms that they have read and accepted these Delivery Terms.

1. Delivery service

1.1. Our delivery service operates in Almaty and nearby towns and villages. Express delivery within Almaty takes 90 minutes from payment. Delivery at 00:00 or at a chosen time is also available. In other cities, delivery is arranged by local ZakazBuketov.kz franchisees. Please contact the team in the relevant city for the available range, delivery prices and times.

1.2. The delivery fee depends on the address and the delivery option selected. The final amount is shown at checkout on the website or provided by a manager before payment.

1.3. We deliver orders in Almaty around the clock. Express delivery takes 90 minutes from payment. You can also choose a midnight surprise at 00:00 or delivery at your chosen time on an agreed date.

1.4. The delivery date, time and method are recorded when the order is placed. For delivery at 00:00 or at a chosen time, the date and time in the order confirmation apply. Changes after payment are agreed with the customer. If a delay occurs, we follow the procedure in section 7.

1.5. The customer must provide complete and accurate information:

1. the recipient's name;
2. the exact delivery address;
3. the recipient's phone number;
4. the apartment, office or room number;
5. the entrance, floor, entry code and any other details needed to gain access;
6. the preferred date, delivery method and chosen time or time slot.

ZakazBuketov.kz is not responsible for delays or failed delivery caused by incorrect, incomplete or late information.

2. Delivery procedure

2.1. Orders are delivered to the address provided by the customer when placing the order.

2.2. Before setting off or on arrival, the courier or manager may contact the customer or recipient to confirm the address and whether the order can be received.

2.3. If the recipient is absent or does not respond, the courier or manager contacts both the recipient and the customer to agree on a handover. By agreement, the order can be given to another person, handed over at another accessible location or delivered again.

2.4. We hand over an order to a relative, colleague, security guard, administrator or reception desk only with the customer's or recipient's consent. This consent can be given in advance when placing the order. Without consent, we do not leave the order unattended or give it to third parties. If we cannot make contact and have no prior instructions, we return the order to the shop and inform the customer. An order is not considered delivered until it has been handed over.

2.5. Redelivery is charged separately if the first delivery attempt was made at the agreed time but the order could not be handed over because of incorrect details, an absent recipient or an inaccessible address. We agree on the cost and time of redelivery before it takes place. If redelivery is necessary because of our fault, there is no additional charge.

2.6. Deliveries to hospitals, hotels, business centres, educational institutions and other premises are subject to their access rules. Please tell us in advance about any entry requirements and the handover location. If we cannot reach the recipient, we contact the customer or recipient to agree on an accessible handover point. We do not leave orders with third parties without agreement.

3. Anonymous delivery

3.1. Delivery can be anonymous at the customer's request.

3.2. For anonymous delivery, the customer's name and contact details are not disclosed to the recipient.

3.3. We keep the customer's identity confidential, except where disclosure is required by the laws of the Republic of Kazakhstan.

4. Photographs of the order and handover

4.1. At the customer's request, a photograph of the completed order may be provided before dispatch.

4.2. A photograph of the handover to the recipient is taken only with their consent.

4.3. The recipient's refusal to be photographed does not constitute a breach of the delivery terms.

5. Flowers, appearance and possible substitutions

5.1. Flowers are living, perishable products. Some flowers may be delivered with partially closed buds to keep them fresh and extend their vase life for the recipient.

5.2. The shade, degree of opening, shape and size of flowers may differ slightly from the website photograph because each flower has its own natural characteristics.

5.3. If the required flowers or other order components are unavailable, we offer a substitute of comparable quality and equal or greater value. We do not add any extra charge without the customer's consent.

5.4. When making substitutions, we preserve the agreed colour scheme, size and style of the arrangement. Significant changes to the flowers, composition or presentation are agreed with the customer before dispatch. Minor changes to greenery or packaging may be made without further approval only within the customer's previously agreed preferences. If permission for a substitution has not been obtained in advance and we cannot contact the customer, we do not make significant changes on our own: we explain the situation and agree on an alternative, rescheduling or cancellation of the part of the order that cannot be fulfilled.

5.5. If you do not like the flowers you receive, contact us and we will replace them. Tell us what you were unhappy with and, if possible, attach a photograph. A manager will agree with you on a replacement, the timing and how to receive it. Your statutory rights concerning product quality remain unaffected.

5.6. Bouquets may be delivered in water or in special transport packaging to maintain freshness during transit.

6. Cakes, desserts and custom orders

6.1. Cakes, desserts, chocolate-covered strawberries and other confectionery products are transported under the required storage conditions.

6.2. The customer or recipient is advised to refrigerate these products immediately after receipt unless the instructions state otherwise.

6.3. A custom-made product may differ slightly from a reference image because it is handmade, because of the materials used and because of the size of the order.

6.4. The customer must inform the manager in advance of any known food allergies or dietary restrictions. Without this information, the order is prepared according to the selected product's standard recipe.

7. Delivery delays

7.1. We plan fulfilment according to the chosen delivery method: express delivery within 90 minutes of payment, delivery at 00:00 or delivery at a chosen time. We do not change the confirmed time without notifying and agreeing with the customer.

7.2. As soon as we know that we cannot meet the confirmed time, a manager or courier contacts the customer at the number provided or through the channel used to place the order. We explain the reason for the delay and the new expected time. If a call is unanswered, we send a message through an available contact channel.

7.3. If the delay is our fault, we agree with the customer on a new delivery time. If the occasion is no longer relevant because of the delay, the customer may cancel an order that has not yet been handed over: we refund payment for that order and its delivery. Orders already handed over are handled under the complaints and returns rules. The customer's statutory rights remain unaffected.

7.4. Traffic, weather and access restrictions may affect delivery. If there is a delay, we inform the customer and agree on the next steps. Such circumstances do not automatically release us from liability. If handover is impossible because of incorrect details or an absent recipient, the procedure in section 9 applies. Liability in force majeure circumstances is determined in accordance with the laws of the Republic of Kazakhstan.

8. Receiving the order

8.1. An order is considered delivered once it has been handed over to:

1. the recipient in person;
2. the customer;
3. an agreed representative;
4. a security guard, receptionist or administrator, as agreed with the customer.

8.2. The recipient is advised to check that the order is complete and inspect its appearance when receiving it.

8.3. After handover, responsibility for the correct storage of flowers, cakes, desserts and other products passes to the customer or recipient.

8.4. If you do not like the flowers, or the order is damaged, incomplete or different from what was agreed, contact us. Provide your order number and describe the situation; attach photographs if possible. For perishable products, we recommend contacting us within 24 hours of receipt so that their condition can be documented more easily. This is a recommended period and does not limit the customer's statutory rights. The detailed complaints procedure is set out in our Policies and returns.

9. Failed delivery and redelivery

9.1. A delivery attempt is considered unsuccessful if the order could not be handed over because of an incorrect or incomplete address, an absent recipient, an inaccessible address, a lack of contact or a refusal to accept the order. Before ending the attempt, the courier or manager tries to contact both the recipient and the customer to agree on a solution. We inform the customer of the reason for the failed handover. Refusals because of product quality, an unagreed composition or failure to meet the agreed time are handled separately under the replacement and refund rules.

9.2. If the order has not been handed over, we tell the customer where it is and agree on the next steps. We explain the availability, timing and cost of redelivery in advance. Payment for redelivery is governed by clause 2.5.

9.3. If delivery fails because of incorrect details, an absent recipient or an inaccessible address, we consider rescheduling, changing the recipient and refunds in light of the circumstances of the order, the services actually provided and legal requirements. An unsuccessful delivery attempt does not automatically mean that a complaint will not be considered. This rule does not limit replacement of flowers that the customer did not like or the customer's statutory rights.

9.4. If an order is not delivered because of our fault, the customer may choose redelivery at no extra charge or a refund of the amount paid for the undelivered order and its delivery. Any product replacement is agreed with the customer. A bonus or certificate is possible only with the customer's consent and does not replace a monetary refund to which they are entitled.

10. Contacting support

For delivery queries, order changes, flower replacements and refunds, contact us through the channel used to place your order, by phone at +7 777 572 44 44 or by email at sales@zakazbuketov.kz. You can send a written complaint to this email address. Please provide your order number and describe the situation.

Please tell us as early as possible if you need to change the address, date or time. If a change requires a revised delivery price or time, a manager will agree it with you before fulfilling the amended order.

The procedure for replacements, refunds and handling complaints is published in our Policies and returns.

11. Applicable law

These Terms are governed by the laws of the Republic of Kazakhstan.

Disputes and complaints are handled in accordance with the laws of the Republic of Kazakhstan, including consumer protection and electronic commerce legislation. Buyers' rights apply to both in-store and online purchases.