Q&A FAQ
Q&A Frequently Asked Questions
About Orders
Q: Can I place an order by phone or fax?
A: We ask that you place your order through our website. If you have any questions or concerns, please feel free to contact us via the inquiry form.
Q: I haven't received my order confirmation email.
A: Depending on your email address (mobile carrier email or domain type), you may not be able to receive confirmation emails. (Please check your spam folder as well.) We apologize for the inconvenience, but if you do not receive a confirmation email, please contact us via the inquiry form.
Also, there is a possibility that the email address you entered at the time of purchase is incorrect. Please contact us via the inquiry form so that we can check it for you.
(We can also correct your email address via the inquiry form.)
Q: I made a mistake with the delivery address. Can I correct it?
A: Yes, it can be corrected. Please reply to the confirmation email you receive after completing your order. Please provide the correct postal code, address, phone number, and name of the recipient. We will correct it and arrange for delivery.
Q: I made a mistake with the billing address (sender). Can I correct it?
A: Yes, it can be corrected. Please reply to the confirmation email you receive after completing your order. Please provide the correct postal code, address, phone number, and name of the billing address (sender). We will correct it and arrange for delivery.
However, due to system limitations, we cannot directly modify the information you entered, so we will correct the information on the express delivery slip used for shipping. Please note that the email we send after shipping arrangements are complete will not reflect the corrected information.
Q: I forgot to specify a delivery date and time. Can I specify it now?
A: Yes, you can. Please reply to the confirmation email you receive after completing your order and let us know your desired date and time. The earliest possible shipping will be 4 days after the order date (for orders placed by 17:00), with arrival on the following day. You can choose your desired time slot from Yamato Transport's delivery slots: morning, 14:00-16:00, 16:00-18:00, 18:00-20:00, or 19:00-21:00.
Please note that desired delivery dates and times may be subject to delays due to road conditions, weather, etc. We cannot guarantee these times, so please be aware of this beforehand.
Q: I forgot to add a message card. Can I add one now?
A: Yes, you can. Please reply to the confirmation email you receive after completing your order, stating that you wish to add one and the content of the message card. Message cards are subject to a fee. After we receive your request to add a message card, we will send you an invoice for the message card via email, so please arrange for payment.
The type of message card may vary depending on the product and season. (Please check each product page for details.)
Example)
・Original Message Card, Printer Printed Postcard Type ¥500
・Original Message Card, Handwritten Cute 2-Fold Type ¥1500
・Original Message Card, Handwritten Elegant 2-Fold Type ¥1500
・Original Message Card, Handwritten Calligraphy 2-Fold Type ¥2000
・Special Message Card, Printer Printed 2-Fold Type ¥1500
Q: I forgot to add a gift bag. Can I add one now?
A: Yes, you can. Please reply to the confirmation email you receive after completing your order, stating that you wish to add one. We will provide a gift bag appropriate for the size of the product. Gift bags are subject to a fee. After we receive your request to add a gift bag, we will send you an invoice for the gift bag via email, so please arrange for payment.
About Flowers
Q: Can I change the color or variety of the flowers?
A: Generally, the flowers will be prepared in the colors shown in the product images on the EC site. (Please note that there may be slight color changes or different varieties depending on the season and stock availability.)
If there is no product in your desired color variation, or if the type of flower is not suitable for your intended use, please consult us via the inquiry form. (Please note that we may not be able to meet your request if the flowers are not available.)
Q: Can I order high-priced flowers other than those on the EC site?
A: We will handle this on a case-by-case basis, so please contact us via the inquiry form. When contacting us, please provide the recipient's address (just the prefecture is fine), desired delivery date, budget, sender's name, and phone number for a smoother process. (If there is a product on the EC site that is close to yourイメージ, please let us know as well.) We will contact you back.
About Payment Methods
Q: What payment methods do you accept?
A: We accept credit cards (VISA, MASTER, AMEX), ShopPay, GooglePay, and deferred payment (Paidy).
Q: Can I get a receipt?
A: We will issue receipts to customers who request them. If you wish to receive one, please reply to the confirmation email you receive after completing your order. We will send it to you by email after confirming the arrival of your product. (Please note that the timing of sending may change. Also, if you need it before confirming the arrival of your product, please let us know.)
About Delivery Slips
Q: I'm sending a gift, so can you omit the delivery slip?
A: All of our products are sent with the assumption that they are gifts. We do not include any documents showing prices, such as delivery slips, so please rest assured.
About Message Cards
Q: Can I include a message card?
A: Yes, you can include one for a fee. When ordering a product, please select whether you want a message card and the type of message card, then enter your message in the message card field. The type of message card varies depending on the season and product, so please check each product page for details. (Please note that types and prices are subject to change at any time.)
Example)
・Original Message Card, Printer Printed Postcard Type ¥500
・Original Message Card, Handwritten Cute 2-Fold Type ¥1500
・Original Message Card, Handwritten Elegant 2-Fold Type ¥1500
・Original Message Card, Handwritten Calligraphy 2-Fold Type ¥2000
・Special Message Card, Printer Printed 2-Fold Type ¥1500
Q: Can I include my own original message card that I created?
A: We regret to inform you that we cannot include cards or other items you have prepared yourself. We do not accept this due to the possibility of loss or damage during transit to our company. Please consider using the message cards we provide.
About Gift Bags
Q: Can I include a bag for carrying or taking home?
A: Yes, you can include one for a fee. When placing your order, if you select to include a gift bag (¥150), we will include a bag appropriate for the size of the product.
About Shipping Fees
Q: Is there a shipping fee?
A: A shipping fee is charged in addition to the product price. The shipping fee varies depending on the delivery region. Also, for fresh flower products, to maintain freshness, we ship them via cool delivery service from mid-April to around September, so a separate cool delivery fee will be charged. (Please note that the cool delivery fee varies depending on the package size.) Please refer to our shipping policy for detailed charges.
Q: If I send multiple flowers to one location, will the shipping fee be for one item?
A: We charge a shipping fee for each item. We do not allow multiple items to be shipped together as it may lead to damage or breakage of the products. Please be aware of this beforehand.
About Delivery
Q: How will the delivery be made?
A: We will send it via Yamato Transport's parcel delivery service, packaged in a dedicated box for flower delivery.
Q: Can you deliver nationwide?
A: For fresh flower products, due to the difficulty of maintaining freshness, we may decline orders for regions where delivery takes more than 2 days. (Please check our delivery policy for delivery regions.) For regions where fresh flower products cannot be delivered, we recommend preserved or dried flowers, which do not have concerns about freshness degradation.
(During limited periods, we may offer fresh flower products for nationwide delivery, or ship fresh flower products to non-delivery regions with the customer's consent. If you have any difficulties, please contact us via the inquiry form.)
Q: Can I specify a delivery date and time?
A: Yes, you can specify it when placing your order. Please select your desired delivery date and time when ordering the product. Please note that the earliest possible delivery date is 4 days after the order date (for orders placed by 17:00).
Q: I didn't specify a delivery date. When will it be shipped?
A: If no delivery date is specified, the earliest shipping will be 4-5 days after the order date (for orders placed by 17:00), with arrival on the following day.
Example: Order placed by 17:00 on April 1st → 4 days including April 1st
Shipped on April 4th, expected arrival on April 5th
Order placed after 17:00 on April 1st → 4 days from the next day, April 2nd
Shipped on April 5th, expected arrival on April 6th
Q: Can you deliver to a delivery locker?
A: Since flowers are perishable, we do not accept delivery to lockers due to concerns about temperature and freshness maintenance within the locker. However, if it is difficult for you to receive it otherwise, or if you can retrieve it immediately from the locker, and you consent, we may be able to accommodate your request. Please consult us via the inquiry form.
Q: What happens if the recipient is not home?
A: Yamato Transport will leave a delivery attempt notice. Please ask the recipient to directly contact Yamato Transport for redelivery.
Also, if fresh flower products are delayed, it can lead to deterioration, so Yamato Transport's storage period is 2 days. If the recipient continues to be absent and delivery cannot be made, we may return the product to our company or contact the sender. Please be aware of this.
Q: Can the delivery be forwarded after it has been shipped?
A: If you request a forwarding after we have completed shipping, an additional shipping fee will be charged.
・If the recipient remains absent and the package is forwarded to the sender.
It will be returned to the sender free of charge.
・If the package is forwarded due to the recipient's relocation.
The shipping fee to the new address will be paid by the recipient upon delivery.
The shipping fee varies depending on the forwarding destination, so please contact us via the inquiry form.
About Received Products
Q: The flowers were broken upon arrival. Can I exchange them?
A: If the flowers were broken, withered, or the vase was cracked upon arrival, please contact us via the inquiry form with images of the product within 3 days of receipt. We will check the situation and contact you. Please refer to our refund policy.
About Cancellation
Q: How do I cancel my membership registration?
A: You can proceed from the "Withdrawal" section of your My Page.