Frequently Asked Questions.
01. The order
How do I know that my order has gone through?
You will also receive a confirmation email with the information regarding your order. Please allow 15-20 minutes after placing the order to receive this email. Please check your spam/junk folder for this email.
Can I cancel my order?
Notification of cancellation must be received by 12:00pm the day before delivery date, or by 12:00pm two days before Sunday deliveries. This gives us time to cancel the order before dispatch, and before our offices close on Fridays. Orders cancelled after our offices have closed on Friday or on Saturdays/Sundays or Bank Holidays will be treated as having been received on the following working day. If delivered, we cannot refund.
To cancel your order, please get in touch by emailing us at info@trfdesignstudio.com Our customer service agents are available Monday-Friday, 9am-5pm. We would be happy to help!
Can I change the delivery date?
You can change the delivery date up to 1 day before the original delivery date, or two days before Sunday delivery. To do so, please get in touch with one of our team members who will be happy to help Mon-Fri, from 9am to 5pm! Please email us at info@trfdesignstudio.com, or call us on 08094073343.
It is not possible to change the original delivery date on the original delivery date, as a fresh bouquet has been made up by our florists and packaged. These flowers have been cut and cannot be resold or repurposed. It is also likely that the bouquet is out with the courier.
02. Shipment & Payment
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.
What are the payment options available on TRF Designs site?
There are many ways to pay on Trfdesignstudio.com. You can checkout safely and securely with Visa or Mastercard. We accept both debit and credit cards. All of our card transactions are handled by Paystack and are encrypted with 256-bit SSL to protect your privacy.
You can also pay through bank transfer.
We also accept Paypal for those who wish to pay via this medium. Contact us for paypal details.
Can I add to my order?
If you need to amend your order or add anything on, this can be done up to one day before the delivery date, or two days before Sunday delivery. Please email us at info@trfdesignstudio.com and one of our customer service agents will be glad to assist you!
Are the bouquets delivered in water?
Yes, all of our delightful bouquets are delivered in water so that they are hydrated throughout their journey to the recipient! It is important to remember that the flowers will be thirsty for fresh water on arrival, so we recommend trimming approx. 3cm from the stems, remove any of the low hanging leaves (if there are any) and place the bouquet in fresh, slightly luke-warm water with the flower food provided!
See Below for flower care guide:
Step 1
Unpack your flowers as soon as possible after arrival, as they’ll be thirsty from the trip. In some cases you may leave them in the wrap if they are in water for a day.
Step 2
Remove any exterior packaging, but from the band in place so the bouquet retains its shape.
Step 3
Fill your vase or container with water and add the flower food, according to instructions.
Step 4
Cut approximately 2-3cm from the base of each stem at an angle.
Step 5
Trim off any leaves that might otherwise become submerged in your vase.
Step 6
Gently slide the bouquet into the vase.
Ongoing care for longer life
Approximately every three days, or sooner if the water becomes cloudy, clean the vase, replace the water, trim the stems again, and give the flowers new food.
Can I order something that is not on your website?
Yes, you can. If you wish to make a custom order that is not advertised on the website, this can be done in certain circumstances. Based on availability of flowers, custom orders are available.
Why isnt my order going through?
If you are not directed to the order confirmation page after inputting all the necessary order details, it is likely that your order has not gone through. In a case such as this we would recommend trying to order again from a different device or browser as there may have been a connection time-out. If you are unsure about the status of your order, or need any assistance, please email us at info@trfdesignstudio.com, or via telephone on 08094073343
03. Returns, exchanges and complaints
Here at Trf designs, we aim to ensure all of our customers receive their flowers on time and in great condition. However we deal with fresh and perishable goods, and send them via courier services. Therefore, unfortunately there will be rare but inevitable circumstances where we do not achieve this that are outside of our control.
If you have any issues with our service, please do not hesitate to contact us by emailing info@trfdesignstudio.com, or contact us on phone. Our customer care team would be glad to look into the issue for you!
Quality Complaints on arrival: if you are unhappy with the appearance of your bouquet, please send us photos via email at info@trfdesignstudio.com . Our product quality team will look at this and advise accordingly. If we agree that a product is in poor condition, then we will offer a resolution. Typically this will be in the form of a replacement, full or partial refund or store credit. Complaints must be made within 4 days of items arriving.
Items not as described/pictured: If you have received the wrong product, we will happily give you a replacement or refund.
Note: We are confident that we send out great bouquets 99% of the time. But that said, it’s rare that the bouquet we send will ever match the photo from our website identically, because we are artisan floristry, not an assembly line. This is the reason we provide the following in all of our product descriptions. “No two bouquet are ever the same so each and every bouquet is bespoke and truly unique. The picture shows an example of our bouquet with yours containing seasonal flowers similar in colour, texture and vibrancy.”
Missing Gift Messages: Customers are not charged for gift messages, so we do not consider them to have monetary value. While we appreciate they may hold sentimental value, occasionally cases of human error can occur, and the message may not be attached by accident.
Missing Add-On Gifts: If you do not receive an add-on gift you have pirchased from us, we will refund you the price of the gift or add it to your account for your next order, should you wish to do so.
Please note that we fully appreciate that bouquets are often sent as a sentimental and emotional gift, and we always aim to compensate when an issue occurs.