Online Support

  •  00 84 97 3535 559
  •  504 Tran Khat Tran, Hanoi, Vietnam
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Answers to Frequestly Asked Questions

1. How do I send flowers and gifts to Vietnam?

It's easy. First of all you visit the home page Select products on the categories. You will then be guided through the buying process so we can collect the information needed for successfully delivery. We always encourage customer order flowers and gifts directly on the website and pay online. However, you may refer to buy flowers with traditional way such as phone, fax and online Support.

2. Where can I send flowers and gifts?

You can send flowers and gifts to any of the cities and provinces of Vietnam.

3. How do I know Hanoi Flower Shop received my order?

We will send you a confirmation e-mail to confirm that we have accepted your order. You will receive another e-mail to confirm that the order is being prepared, and a final e-mail when the order has been delivered.

4. How do I pay for my Order?

We accept all major international credit and debit cards: Visa card, Master card, Amex, JBC...This absolute safety and security for our customers. With some cards you need to request online transactions with your bank. If you experience any problems when you try to place an order please contact our customer service team who will help you to make sure that the order is accepted.  Besides, you are also very easy to make payment such as: Bank Transfer, Bank online, ATM (If you live in Vietnam and have Vietnam Bank Account.). More detail you click here.

5. How do I do when Payment Failed?

Generally, there are two reasons:

1) Internet problem

Don't worry, please try it again. Kindly noted that you do NOT need to place a new order! Just login to your account and find the order you want to pay. Click the payment link which you can try. You can change payment methods (PayPal or Credit Card) and try it again.

2) Credit card is declined

Unfortunately, We can not solve this problem for you. Your credit card is refused by the payment system may their Risk Control working. But please follow:

A) Must be Paid by Cardholder.

B) Fill clear address when making payment or Real address as your IP.

C) Call your Bank and make sure your credit is available.

IMPORTANT: Do NOT send any credit card information to us. We will not help you making a payment and this is safe for you. Please feel free to contact us at: or call us at +84-97-3535559 for any enqueries. 

6. Is it safe to give my credit card detail on the internet?

It is very safe when you pay by Credicard with PAYPAL.COM

7. How will I know when the flowers have arrived?

We will send you a confirmation e-mail to confirm that the order has been delivered. You will receive this e-mail up to 12 hours after delivery. Please ensure that you have provided an accurate e-mail and that you have added to your address book so that our e-mails do not arrive in the junk mail.

8. We Guarantee.

We guarantee flowers in fresh and service in good quality. If not or we are not able to deliver to the recipient's place we will return 100% money back.

For season and area reason if we have to change the main flower we will inquire the customer. If we do not get response in time we will replace with flowers at same meaning and price.

9. Do you deliver on Sunday?

Yes, we do, but we cannot guarantee Sunday delivery in all regions and town across the country. If Sunday delivery is critical, contact us before or after placing your order online to see if we can help.

10. Cancel Orders.

Can I cancel my order after I've placed an order?

Firstly, please double check your order status. Please note that once your order status is “Processing” or “Delivered”, you are not allow to cancel your order. If you order status is “Payment Received”, you should contact our customer service for order cancellation at once.

Can I cancel my pending order?

Kindly noted that pending order is over delivery time could be cancelled by our system. And you can tell us to do that during delivery time.

11. What happens if the recipeint is not at home?

Our staffs are also experts in home delivery. We know that sometimes the recipient is not at home, and this is why it is essential that you provide the e-mail and/or phone number of the recipient. Be assured that our local florist will always try to contact the recipient and make a successful delivery.

12. How long does it take if I place order now?

We provide the fastest floral delivery service, within 3 hours. Generally, your order will arrive recipient from 3 to 6 hours. Same day flowers to urban area is available if place order before 3PM local thime.

To ensure your order be delivered on time, please follow our suggestions:  

A)Order as earlier as possible, it's better to order 2 days before delivery.

B)Please provide correct or complete address and available phone number when placing order.

C)Please provide correct phone number (cell-phone number is better) when placing order, so that we make sure recipient at place and delivery on time.

D) If you are not sure whether recipient is absent, then leave message to us order of " call before delivery" when placing order to avoid any problems.

Note:  We strongly recommend you order as early as possible at peak seasons like Valentine's Day, Mother's Day, Women's Day and Christmas. This will save your money for sure and guarantee on time delivery. We may stop to accept orders up to 2 days before the delivery date without notice at these seasons.Cakes and plants need to order at least 24 hours in advance. Please refer to the detail of these products. Cut-off time may be early if delivery to remote town or rural areas.

If you don't see an answer to your question on the list above, please feel free to contact us 24 hours a day. We will reply your question within 1 business hour(8:30AM-8:30PM Mon-Sun Vietnam Time).

Online Customer Service:

Tel: +84-4-37965559/ 39765560/ Hotline: +84-97-3535559