Delivery Policy

Last updated: 10 August 2026

At Maria Flowers, we want every bouquet to arrive fresh, carefully prepared, and as close as reasonably possible to the delivery date and time selected by the Customer.

This Delivery Policy explains how flower delivery works, what information we need from you, what may affect delivery times, and what happens if a delivery cannot be completed as planned.

1. How Delivery Works

After an Order is placed and payment is successfully confirmed, Maria Flowers prepares the bouquet, floral arrangement, or other Product included in the Order.

The Order is then provided to a courier for delivery to the Recipient at the Delivery Address provided by the Customer.

Responsibilities are divided as follows:

Maria Flowers prepares and checks the Order before delivery;
the courier transports the Order to the Recipient;
the Customer provides accurate Recipient and delivery information; and
Maria Flowers may contact the Customer or Recipient if information needs to be confirmed.

Delivery is normally considered complete when the Order has been successfully handed to the Recipient or another person authorised to receive it at the Delivery Address.

Where direct delivery to the Recipient is not possible, Maria Flowers or the courier may contact the Customer or Recipient to determine an appropriate solution.

2. Delivery Area

Maria Flowers provides delivery throughout Kazakhstan, subject to delivery availability in the selected city, region, or delivery area.

Delivery availability may depend on:

the Recipient's location;
distance from the preparation or dispatch location;
courier availability;
road and traffic conditions;
weather conditions;
Product availability; and
current order volume.

Some remote locations may have limited delivery availability or require additional delivery time or charges.

Available delivery options will be displayed or confirmed during the ordering process where applicable.

3. Delivery Date and Time

Customers can select an available delivery date and delivery time when placing an Order.

Maria Flowers will make reasonable efforts to deliver the Order during the selected delivery period.

The selected delivery time represents the requested delivery period rather than a guarantee of delivery at an exact minute.

Preparation and delivery can be affected by traffic, weather, courier availability, distance, and order volume.

For this reason, delivery may take approximately 30 minutes to 1 hour longer than expected.

During periods of unusually high demand or circumstances outside our reasonable control, delays may be longer.

Where a significant delay becomes known to us, Maria Flowers may attempt to contact the Customer or Recipient.

4. Same-Day Delivery

Same-day delivery may be available depending on:

the time the Order is placed;
Product availability;
Recipient location;
preparation time;
courier availability; and
current order volume.

Available delivery dates and times are shown during the ordering process.

If same-day delivery is unavailable, the Customer should select another available delivery date.

Maria Flowers reserves the right to contact the Customer if an Order cannot reasonably be prepared and delivered within the selected period.

5. Scheduled Delivery

Customers can select an available future delivery date and time during checkout.

We recommend placing Orders in advance where delivery is required for an important occasion, particularly during periods of high demand.

Maria Flowers will make reasonable efforts to deliver during the selected period, but an exact delivery minute cannot be guaranteed.

Customers who have special delivery instructions should provide them when placing the Order or contact Maria Flowers as early as possible.

Special instructions will be followed where reasonably possible but cannot always be guaranteed.

6. Delivery Costs

Delivery charges may depend on:

the Delivery Address;
city or region;
distance;
delivery zone;
courier availability; and
other delivery conditions.

The applicable delivery charge will be displayed or communicated to the Customer before the Order is completed where possible.

Additional delivery charges may apply if:

the Delivery Address provided by the Customer is incorrect;
the address is incomplete;
the Customer requests a different Delivery Address after ordering;
the Recipient is located outside the normal delivery area;
a second delivery attempt is required; or
incorrect Customer or Recipient information requires additional delivery.

Maria Flowers will inform the Customer where an additional payment is required before arranging an additional paid delivery service where reasonably possible.

7. Information We Need from You

Accurate Recipient information is important for successful delivery.

When placing an Order, please provide:

Recipient's full name;
Recipient's telephone number;
complete Delivery Address;
apartment or unit number where applicable;
floor where applicable;
building or entrance information where applicable;
access or security instructions where necessary; and
any useful delivery instructions.

The Customer is responsible for ensuring that the information provided is accurate.

Maria Flowers is not responsible for delays or failed deliveries resulting from incorrect, incomplete, or outdated information supplied by the Customer.

If important information is missing, Maria Flowers or the courier may attempt to contact the Customer or Recipient.

Delivery may be delayed until the required information is confirmed.

8. Contacting the Recipient

Maria Flowers understands that flowers are often sent as a surprise.

Where reasonably possible, we will avoid unnecessarily revealing details of a surprise Order before delivery.

However, the courier or Maria Flowers may need to contact the Recipient to:

confirm their availability;
confirm the Delivery Address;
locate the building or entrance;
obtain access instructions;
resolve an address problem; or
successfully complete delivery.

Where contact is necessary, we will make reasonable efforts not to reveal the contents of the Order unnecessarily.

9. Recipient Not Available

Customers should make reasonable efforts to ensure that the Recipient will be available during the selected delivery period.

If the Recipient is unavailable, the courier may attempt to contact the Recipient or Customer.

Depending on the circumstances, the courier may be able to:

wait for a reasonable period;
hand the Order to an authorised person;
leave the Order with reception or security where appropriate;
arrange another delivery attempt; or
return the Order.

Fresh flowers are perishable Products. For this reason, Maria Flowers cannot guarantee that an Order will remain suitable for delivery indefinitely after an unsuccessful delivery attempt.

A second delivery attempt may require an additional delivery charge.

If a significant amount of time has passed and the flowers must be prepared again to maintain appropriate quality, additional Product and preparation charges may also apply.

10. Incorrect or Incomplete Address

The Customer is responsible for providing the correct Delivery Address.

If the address is incorrect or incomplete, Maria Flowers or the courier may attempt to contact the Customer or Recipient to obtain the correct information.

Delivery may be delayed while the address is being confirmed.

If the correct address cannot be confirmed, the delivery may be considered unsuccessful.

If the corrected address is significantly different from the original Delivery Address, additional delivery charges may apply.

11. Building Access

Some buildings may have restricted access, including:

apartment complexes;
gated communities;
office buildings;
business centres;
hotels;
hospitals;
schools;
universities; and
government or secured buildings.

The Customer should provide any necessary entrance number, intercom information, floor, office, room, reception instructions, or other relevant access information.

If the courier cannot access the building, the courier may attempt to contact the Recipient or Customer.

If access cannot be arranged, the Order may need to be returned or another delivery attempt arranged.

Additional delivery charges may apply to a new delivery attempt.

12. Hotels, Hospitals and Other Restricted Locations

Hotels, hospitals, medical facilities, offices, universities, schools, and other institutions may have their own rules concerning deliveries.

Before placing an Order, Customers should ensure that the location accepts flower and courier deliveries.

For these Orders, please provide as much relevant information as possible, such as:

Recipient's full name;
room number;
department;
office number;
hotel reservation name;
Recipient's telephone number; and
reception or security instructions.

Maria Flowers cannot guarantee direct delivery to a specific hospital room, hotel room, office, or other restricted area.

Where direct access is not permitted, the Order may be delivered to reception, security, another authorised person, or another location designated by the institution.

If the institution refuses to accept the Order or the Recipient cannot be identified, Maria Flowers will attempt to determine an appropriate solution where reasonably possible.

13. Product Variations and Flower Substitutions

Flowers are natural and seasonal Products.

Product photographs on the Maria Flowers website represent the general style and appearance of the arrangement.

The exact appearance of a bouquet may vary because of:

flower availability;
seasonality;
natural variations;
colour variations;
supplier availability; and
quality requirements.

If a particular flower, colour, greenery, wrapping material, or decorative element is unavailable, Maria Flowers may substitute it with a suitable alternative.

We will make reasonable efforts to ensure that substitutions preserve the overall style, colour palette, quality, and value of the original arrangement.

Where a significant substitution is required and circumstances reasonably allow, Maria Flowers may contact the Customer before preparing the Order.

14. Weather, Traffic and Other Delays

Delivery times can be affected by circumstances outside the reasonable control of Maria Flowers.

These may include:

heavy traffic;
accidents;
road closures;
severe weather;
snow or ice;
flooding;
courier delays;
vehicle problems;
public events;
security restrictions;
unusually high order volume; or
other unexpected transportation problems.

For this reason, preparation and delivery may take approximately 30 minutes to 1 hour longer than expected under normal delay conditions.

More significant delays may occur in exceptional circumstances.

Maria Flowers will make reasonable efforts to complete delivery as soon as reasonably possible.

15. Holidays and Peak Dates

Flower delivery services can experience significantly increased demand during holidays and special occasions.

Peak periods may include:

Valentine's Day;
International Women's Day;
Mother's Day;
New Year;
public holidays;
graduation periods; and
other popular celebrations.

Customers are encouraged to place Orders in advance during these periods.

Maria Flowers will make reasonable efforts to deliver on the selected date and during the selected delivery period.

However, delivery times may be extended because of increased order volume, traffic, flower availability, and courier demand.

An exact delivery minute cannot be guaranteed during peak periods.

16. Changing Delivery Details

If you need to change the delivery date, delivery time, Delivery Address, Recipient telephone number, or other delivery instructions, please contact Maria Flowers as soon as possible.

We will make reasonable efforts to update the Order if preparation or delivery has not progressed too far.

Changes cannot be guaranteed after the bouquet has been prepared or transferred to a courier.

Changing the Delivery Address may result in an additional delivery charge if the new address is farther away or located in a different delivery zone.

17. Failed Delivery

A delivery may be considered unsuccessful where:

the Recipient cannot be located;
the Recipient cannot be contacted;
the Recipient is unavailable;
the Recipient refuses the Order;
the Delivery Address is incorrect;
the Delivery Address is incomplete;
access to the building is not possible;
an institution refuses to accept the delivery; or
another circumstance outside Maria Flowers' reasonable control prevents successful delivery.

Where reasonably possible, Maria Flowers will attempt to contact the Customer or Recipient before treating the delivery as unsuccessful.

A new delivery attempt may require an additional delivery charge.

Because flowers are perishable, a new bouquet may also need to be prepared if the original Product is no longer in appropriate condition for delivery.

18. Delivery Confirmation

Maria Flowers may provide confirmation after an Order has been successfully delivered.

Confirmation may be provided through the website, email, telephone, WhatsApp, or another communication method available for the Order.

Delivery status information may occasionally be delayed even where the physical delivery has already been completed.

19. Frequently Asked Questions

What time will my flowers be delivered?

Your Order will be scheduled according to the delivery date and time selected during checkout.

Maria Flowers will make reasonable efforts to deliver within the selected period. However, traffic, weather, courier availability, distance, and order volume may result in a delay.

Preparation and delivery may take approximately 30 minutes to 1 hour longer than expected.

Can I select the delivery date?

Yes. Available delivery dates can be selected during checkout.

Can I select the delivery time?

Yes. Available delivery times can be selected during checkout.

The selected time represents the requested delivery period. Delivery at an exact minute cannot normally be guaranteed.

Can I change the delivery date or time after ordering?

Please contact Maria Flowers as soon as possible.

Changes may be possible if preparation or delivery has not progressed too far.

What happens if the Recipient is not available?

The courier may attempt to contact the Recipient or Customer.

Depending on the location and circumstances, the Order may be handed to an authorised person, reception, or security, or another delivery attempt may be arranged.

Additional delivery charges may apply.

What happens if I entered the wrong address?

Contact Maria Flowers as soon as possible.

We may be able to update the address before delivery.

If the courier has already started the delivery or the new address is in a different delivery area, an additional charge may apply.

Will you contact the Recipient before delivery?

Not necessarily.

We try to preserve surprise deliveries where reasonably possible.

However, Maria Flowers or the courier may contact the Recipient if necessary to confirm availability, find the address, obtain building access, or complete the delivery successfully.

Can the courier leave flowers at the door?

Flowers will not automatically be left unattended.

Whether an Order can safely be left at a location depends on the Delivery Address, weather, building access, security, and other circumstances.

Where necessary, the courier may contact the Customer or Recipient to determine an appropriate solution.

Do you deliver throughout Kazakhstan?

Yes. Maria Flowers provides delivery throughout Kazakhstan, subject to delivery availability in the selected location.

Remote areas or locations outside normal delivery zones may require additional delivery time or charges.

Is delivery guaranteed on special occasions?

Maria Flowers will make reasonable efforts to deliver on the selected date.

However, major flower-giving occasions can result in unusually high demand.

Customers are strongly encouraged to order in advance. Delivery times may be extended during peak periods.

20. Related Policies

This Delivery Policy should be read together with other Maria Flowers policies available on our website.

Terms & Conditions — general rules governing Orders and purchases;
Privacy Policy — how Maria Flowers collects, uses, and protects personal information.

If there is a conflict between this Delivery Policy and mandatory requirements of applicable law, the applicable legal requirements will prevail.

21. Contact Us

If you have questions about an upcoming delivery or need to change delivery information, please contact Maria Flowers using the contact details provided on our website.

For an existing Order, please provide your Order number so that we can identify the Order quickly.

Maria Flowers

Fresh flowers for every moment.