Help
Welcome to the Help section of our flower marketplace!
Here we have collected answers to the most frequently asked questions about ordering, bouquet delivery, and how the service works. Our goal is to make the process of choosing and receiving flowers as simple and enjoyable as possible.
If you are interested in flower delivery conditions, bouquet payment methods, or features of caring for arrangements, you will most likely find a solution here. This is your reliable assistant to make every purchase a joy without unnecessary hassle.
How to order flowers?
Find the nearest flower shops by address and select a delivery or pickup date
Choose your favorite flower shop
Click on the flowers in the cart, add a card, select a delivery method, fill in the required information and pay for the order
How do flower shops rank in search results?
The flower shop closest to a given address appears first in search results.
How to order flowers in two different flower shops?
The order is carried out simultaneously from one flower shop. Make two separate purchases.
How to order flowers to two different addresses?
You cannot attach two different delivery addresses to the same order. You must place two separate orders with different address information.
What does it mean that flowers are knitted by the choice of the store or by season?
Availability of cut flowers varies depending on the season and florist's choice. For this reason, product images are indicative only.
How to add a message to a flower delivery?
Click the "Add Card" button on the checkout page, select the card you want and write a message in the text field. You can also select a card from the “Cards” category of the online store.
Can I send flowers anonymously?
We do not disclose personal data without consent. You must indicate your first and last name on the order form. If you do not include your name in the message to the recipient of the flowers, the flowers will be delivered anonymously (General Data Protection Regulation, GDPR).
How can I change my order?
If you have reached the last step of the purchase transaction and paid for your order, the order can no longer be changed. However, if you want to clarify your order, please contact the store where you ordered the products. Contact information can be found in the order confirmation that was sent to your email.
What delivery methods are used?
You can choose delivery to the address of your choice or pick up your order at the flower shop. Some flower shops offer special delivery, for example, to a pick-up point.
How to order funeral flowers directly to the church/chapel?
Some flower shops offer special delivery to churches/chapels. If not, you can select "Ship to Destination" on the checkout page and enter the church/chapel address as the address.
What is the shipping cost?
Each flower shop has its own prices and delivery areas. Delivery distance is indicated in units.
How do you know that flowers have been delivered to the recipient?
You will receive delivery confirmation to your email when the seller completes your order.
Can I choose the delivery time?
The delivery time of the order is determined by the delivery time of the delivering flower shop. It is currently not possible to select a delivery time during your purchase journey. If you have special requests regarding delivery times, please contact the florist before ordering.
Will the recipient be called before delivery?
There are differences between stores in calling the recipient in advance. If you have specific shipping requests, you can write them in the “Order Notes” field on the checkout page.
What to do if the recipient is not at home?
Delivery includes one delivery to the specified location. If the recipient of the order is not available, the order can be left at the door, weather permitting, or taken back to the flower shop. In each of the above cases, the flower supplier leaves a notice to the recipient of the order informing them how the order can be redeemed. If delivery is not possible for reasons not related to the flower shop, the customer does not have the right to cancel the order.
What payment methods are used?
We use the Paytrail payment service. You can check current payment methods here.
I accidentally paid for my order twice. What should I do?
Contact customer service: tuki@kukkamarket.com
Why doesn't the payment go through?
There may be several reasons for refusal of payment. Approximately 60 minutes after your order is placed on hold, we will send an email from which you can try paying for your cart again. You can try to pay using another payment method. Only paid orders are transferred to florists. If you keep having problems with payments, contact your bank.
kukkamarket.com and Paytrail will notify you of possible interruptions and service disruptions.
I paid for the order, but I received a message in the mail that the order was incomplete.
Sometimes The order consists of two different order numbers. This may happen if you return to edit your order from the payment page. If you also received an order confirmation with a different order number, you should be fine. You can also contact eKukka customer service: tuki@kukkamarket.com.
Where can I get a receipt?
A receipt will be sent to your email once your order is confirmed. The receipt can also be saved on our website immediately after placing your order. As an Oma eKukka member, receipts are automatically saved in your account and you can also view them later.
Can I pay from abroad?
You can. If you don't have a Finnish bank ID, you should use a card or Apple Pay as your payment method.
What payment methods are available for companies?
Alisa Invoicing is offered as a payment method for companies. Find out more about our services for companies.
Can I return an item?
Under the Consumer Protection Act, fresh produce has no return protection unless there is a real and proven defect in the product. For canceled orders, actual costs incurred as a result of the cancellation will be charged and deducted from the amount paid for the order. Refunds are sent to the location specified by the customer.
How do I file a complaint?
If for one reason or another you are not satisfied with your order, it is extremely important to immediately, no later than three days from receiving delivery, contact the seller who delivered the order. This is important, especially for fresh produce, so that any errors found can be corrected as soon as possible. In the order confirmation you can find information about the store where the goods will be delivered. The complaint must contain clear images of the product and any possible defect in it. The seller has the right not to consider complaints submitted late or without photographs.
I filed a claim with the seller, but we could not reach an agreement.
At kukkamarket.com we are interested in ensuring that an agreement is reached between the parties in possible complaint situations. You can contact us at tuki@kukkamarket.com.
How long does a refund take?
The refund will appear in your payment method within 5 banking days.
What is My kukkamarket.com?
My kukkamarket.com is a customer account that allows you to speed up flower orders by maintaining your own contact information and cart contents, even if you change devices. You can also easily find your previous orders and their receipts.
Who is My kukkamarket.com intended for?
My kukkamarket.com especially for you!
Whether you order occasionally or more often, you will benefit. My kukkamarket.com costs nothing and it only takes a minute to join.
Advantages My kukkamarket.com
Speed up your flower order by saving your own contact information.
Keep the contents of your Trash, even if you change devices.
Track the progress of your order.
Easily find your previous orders and their receipts.
Get inspired by flower tips from professionals and try your luck by participating in lotteries.
Why can't I log in or reset my password?
Your email address was not verified when you created your user account. Contact customer support: tuki@kukkamarket.com