Delivery

This policy explains how, when and where Trelluna delivers gifts, surprise packages and decor setups. Please read it before ordering, especially where your delivery or setup is time-sensitive.

This policy forms part of Trelluna’s Terms and Conditions. Nothing in this policy limits any rights you may have under applicable Nigerian law.

1. Where We Deliver

• Trelluna currently provides gift delivery and decor services throughout Lagos.
• Delivery may also be available to selected locations outside Lagos, including parts of South West Nigeria. Outside-Lagos orders are handled by request and must be confirmed by Trelluna before they are treated as accepted.

Special or restricted locations may include hotels, offices, hospitals, schools, event venues, gated estates, airports and buildings with enhanced security requirements.

Delivery fees are based on the recipient’s location and the delivery requirements of the order. Larger, fragile or temperature-sensitive orders may require a car rather than a motorcycle and may attract a different fee.

The applicable fee will be displayed at checkout or confirmed before the order is processed.

Where the address entered at checkout falls outside the selected delivery area, Trelluna may contact you to confirm an adjusted delivery fee before dispatch.

2. Delivery Days

Trelluna operates from Monday to Saturday.

Our customer support and order-handling hours are:

Monday–Saturday: 7:00am–9:00pm

Sunday: Closed for delivery

Sunday delivery is currently unavailable. Orders intended for a weekend should be placed early enough to allow delivery on Saturday. Orders that cannot be completed on Saturday will be moved to the next available delivery day.

During checkout, you may select a preferred delivery date and one of the available delivery windows.

A selected delivery window is an estimated period rather than a guarantee that delivery will occur at an exact minute. Lagos traffic, weather, road closures, security checks, recipient availability and access to the delivery address may affect the final delivery time.

For proposals, restaurant surprises, hotel setups and other arrangements that require a specific arrival time, contact Trelluna before placing the order. Exact-time delivery is only confirmed when Trelluna accepts the arrangement in writing.

3. Order Lead Time and Same-Day Requests

The earliest standard delivery time is 24 hours after payment has been confirmed.

Please order early for birthdays, anniversaries, proposals and other date-specific occasions.

The following orders may require more preparation time:

Custom cakes
Personalised or engraved products
Printed photographs or customised messages
Money bouquets and cash-based arrangements
Large flower arrangements
Build-a-Gift orders containing specially sourced items
Corporate, bulk or branded orders
Decor setups

Same-day delivery is not part of Trelluna’s standard delivery service.

It may occasionally be available for selected ready-made products within Lagos, depending on stock, preparation requirements, delivery location and rider availability. A same-day request is only accepted when Trelluna confirms it directly before dispatch.

Entering a same-day date during checkout, sending a WhatsApp message or adding an urgent note does not by itself guarantee same-day delivery.

4. Surprise Deliveries

Most Trelluna orders are intended as surprises, and we handle them discreetly.

We will generally avoid contacting the recipient before the rider arrives unless:

You ask us to contact the recipient
The address cannot be located without assistance
The rider cannot gain access to the building, estate or venue
The recipient is unavailable
Security or reception requires confirmation
Completing the delivery would otherwise be impossible

To improve the chances of a successful surprise delivery, please:

Choose a delivery window during which the recipient is likely to be available
Provide the recipient’s correct and reachable phone number
Include the estate, building, company, school or hotel name
Provide the house number, floor, department or room number where applicable
Mention landmarks, gate colours, security posts or access instructions
Give us an alternative contact where possible
Inform us where an item may safely be left if the recipient is unavailable

Where contacting the recipient becomes necessary, we will keep the reason for the call as discreet as reasonably possible. However, Trelluna cannot guarantee that the surprise will remain completely undisclosed.

5. Recipient Unavailability

The customer is responsible for providing a delivery time at which the recipient is reasonably expected to be available.

Where the recipient is unavailable, our rider will normally wait for up to 15 minutes while attempting to reach the recipient and the person who placed the order.

Where delivery still cannot be completed, Trelluna may:

Leave the order with an authorised security officer, receptionist, neighbour, colleague or household member where this is safe and permitted
Contact the customer for further instructions
Return the order to Trelluna or another agreed safe location
Arrange another delivery attempt

Where an order is left with another person, that person’s name or position may be recorded as proof of delivery.

A second delivery attempt is subject to a new delivery fee based on the destination and delivery requirements.

Extended waiting, a change of destination or a request for the rider to return later may also attract an additional charge.

For flowers, cakes, chocolates, food hampers and other perishable items, redelivery may not always be possible without replacing or refreshing part of the order. Any additional cost will be explained before another delivery is arranged.

6. Incorrect or Incomplete Addresses

Please check the recipient’s address carefully before completing payment.

The address should include, where applicable:

House or building number
Street name
Estate or community name
Local area
Nearest landmark
Company or organisation name
Floor, department or room number
Access or security instructions

If you notice an error, contact Trelluna immediately through WhatsApp or the Contact page.

Where the rider has not yet been dispatched, we will normally correct the address without an additional charge unless the new location has a higher delivery fee.

Where a delivery fails or is delayed because the address provided was incorrect, incomplete or misleading:
The original delivery fee is not refundable
A new delivery fee may apply
Any difference in delivery cost must be paid before redelivery
Perishable or personalised items may require replacement or repackaging at an additional cost

Trelluna is not responsible for delays caused by incorrect information supplied during checkout.

7. Flowers, Cakes and Other Perishable Items

Flowers, cakes, chocolates, food hampers and similar products are prepared or sourced for the selected delivery period.

Because of their nature:

They cannot normally be returned simply because the customer or recipient changes their mind
They may not remain suitable for delivery the following day
Redelivery may require replacement, refrigeration, refreshing or repackaging
The customer may be responsible for the reasonable cost of replacing affected items where the original delivery failure was outside Trelluna’s control

Where delivery fails because the recipient is unavailable, refuses the order, provides no access or the supplied address is incorrect, the delivery fee is not refundable. Any refund for the product itself will depend on whether the item can reasonably be recovered, reused or resold.

Where a perishable item is damaged, incorrect, materially different from what was ordered or unsuitable because of something Trelluna did, we will offer an appropriate replacement, correction or refund.
Flowers are natural products. Their exact shade, shape, openness and size may vary slightly between batches. Some flowers may arrive partly closed and open over the following days.

These natural differences are not considered defects where the overall arrangement reasonably reflects the product ordered.

8. Product and Flower Substitutions

Fresh flowers, imported products, chocolates, snacks, perfumes, packaging materials and other gift-box contents may be affected by supplier or market availability.

Where a specific flower, colour, product, packaging material or gift-box item becomes unavailable, Trelluna may substitute it with an alternative that:

Is of equal or greater value
Performs a similar function
Fits the same general style or colour palette
Does not materially reduce the quality of the order

Where a proposed substitution would substantially change the appearance, meaning or value of the order, we will contact you for approval before dispatch.

Cake flavours, cake sizes, personalised names, engraved details and written messages will not be materially changed without contacting you first.

Where you do not want any substitutions, state this clearly in the order notes. If an item then becomes unavailable, we may:

Contact you to agree on another option
Postpone the order until the item becomes available
Remove the unavailable item and refund its value
Cancel and refund the affected order where no suitable alternative exists

A no-substitution request may delay delivery.

9. Decor Setup Bookings

Decor setups operate differently from ordinary gift deliveries.

Most standard decor bookings require at least 2–3 days’ notice. Larger, highly personalised or custom-built setups may require additional notice.

Your booking is not confirmed until:

The selected package and price have been agreed
The venue and setup date have been confirmed
Required payments have been received
Venue access arrangements have been provided
Trelluna has confirmed the booking in writing

Before the setup date, you must provide:

The complete venue address
The venue manager’s or access contact’s details
The time our team may enter the venue
The required completion time
Confirmation that decor is permitted
Information about venue restrictions
Access to electricity where the setup requires it
Parking, loading and security information
Teardown or collection requirements, where applicable

The amount of time required on site depends on the package, venue and complexity of the setup. The expected arrival and completion times will be agreed during booking.

The customer is responsible for securing permission from the property owner, hotel, restaurant, estate, venue manager or other person controlling access.

10. Delayed or Refused Venue Access

Our decor team will attend at the confirmed time and follow the access information provided.

Where the team cannot access the venue because of a locked gate, missing permission, venue dispute, incorrect address, unavailable contact person or another issue outside Trelluna’s control, we will normally wait for up to 30 minutes while attempting to reach you.

Additional waiting time is not guaranteed and may attract an extra fee.

Where the setup cannot proceed because the customer or venue failed to provide the agreed access:

Trelluna may deduct the reasonable cost of prepared materials, transport, staff time, third-party bookings and other expenses already incurred
Any remaining refundable balance will be calculated based on the circumstances
A return visit will require a new date, availability confirmation and additional transport or staffing fees

Teardown or collection is included only where it is specifically stated in your booking confirmation or invoice. Where teardown is not included, the decor and responsibility for it remain with the customer or venue after completion.

Reusable items supplied on a rental basis remain Trelluna’s property and must be made available for collection at the agreed time.

11. Outdoor Decor and Weather

Outdoor setups may be affected by rain, wind, heat, dust and other weather conditions.

Balloons, candles, flowers, paper decorations, signs, fabric drapes, lighting and lightweight structures may not perform outdoors in the same way they would indoors.

Customers arranging outdoor setups should provide a suitable indoor or covered alternative wherever possible.

Where weather conditions make the planned setup unsafe or impractical, Trelluna may recommend:

Moving the setup indoors
Moving it to a covered location
Adjusting the design
Delaying the setup
Rescheduling to another available date

Where materials, transport, staff or third-party services have already been committed, those reasonable costs may still apply.

Trelluna may refuse to proceed with an outdoor installation where conditions could endanger our team, the customer, the public or the property.

12. Proof of Delivery and Setup

Trelluna may take a photograph of the delivered order or completed decor setup as proof that the service was completed.

Proof of delivery may include:

A photograph of the order at the delivery location
The delivery time
The name or position of the person who received it
A rider or dispatch confirmation
A photograph of the completed decor setup

Proof may be sent to the person who placed the order through WhatsApp or another agreed communication channel.

We will avoid including the recipient’s face in proof-of-delivery photographs unless the recipient agrees or including them is reasonably necessary to document the delivery.

Proof-of-delivery photographs are used for order fulfilment, record-keeping and dispute resolution. They will not automatically be used for advertising or social media. Separate permission will be requested before identifiable customer or recipient photographs are used for marketing.
Please see our Privacy Policy for more information about how personal information and photographs are handled.

13. Peak Delivery Periods

Delivery and setup arrangements may change during high-demand periods, including:

Valentine’s Day
Mother’s Day
Christmas and New Year
The December holiday period
Other major celebrations or public holidays

During peak periods:

The standard 24-hour lead time may be extended
Delivery windows may be wider
Exact-time requests may be limited
Product substitutions may be more likely
Decor and delivery slots may sell out
Sunday delivery will remain unavailable unless Trelluna expressly announces otherwise

Customers should order at least 3–5 days ahead for major seasonal occasions where possible.

Any special peak-period deadline, surcharge or delivery arrangement will be displayed on the website or communicated before the order is confirmed.

14. Changes, Rescheduling and Cancellation

Contact Trelluna as soon as possible where you need to change or cancel an order.

For standard gift orders, a change or cancellation can usually be accepted where sourcing, preparation, personalisation or dispatch has not started.

Once Trelluna has started purchasing materials, preparing flowers or food, printing, engraving, customising, packaging or arranging third-party services, any refund may be reduced by the reasonable and non-recoverable costs already incurred.

For decor, corporate, bulk and custom orders:

Date changes are subject to availability
Venue or location changes may affect the price
Design changes may require additional payment
Cancellation refunds are limited to the portion of the payment that has not already been committed to materials, vendors, staffing, production or transport
Trelluna will explain any applicable deduction

Once an order has been dispatched or a decor team has started travelling to or working at the venue, cancellation of the completed or committed part of the service may no longer be possible.

A requested change is only confirmed when Trelluna replies and accepts it. Sending a message without receiving confirmation does not change the original booking.

Nothing in this section affects your rights where Trelluna fails to provide the goods or services as agreed.

15. If Something Goes Wrong

If an order arrives damaged, incorrect or materially different from what was ordered, contact Trelluna within 24 hours, where reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs or video
The name of the person who received the order
Any other relevant information

Depending on what happened, Trelluna may offer:

A replacement delivery at no additional cost
Correction of the affected part of the order
A full or partial refund
A reasonable credit toward a future order
Another appropriate remedy agreed with you

Approved refunds are returned to the original payment method. The time required for the funds to appear will depend on the payment provider and your bank.

Contacting us after 24 hours does not automatically remove your legal rights, but it may make it more difficult to verify damage to flowers, cakes, food and other time-sensitive products.

16. Contact Trelluna

For delivery assistance, address corrections, decor arrangements, complaints or urgent order enquiries:

Call: +234 810 248 0018

WhatsApp: +234 810 248 0018

Online: Use the Contact page on the Trelluna website

Operating hours: Monday–Saturday, 7:00am–9:00pm

Sunday: Closed

When contacting us about an existing order, include your order number so we can assist you more quickly.