Home FAQ

Frequently Asked Questions

Find answers to common questions about WOW Surprises

📦 Booking & Orders
How do I book a surprise package?

Booking a surprise is easy! Here's how:

  • Browse our packages on the homepage
  • Click on a package to view details
  • Click "Book Now" and fill in the required information
  • Choose your date, time, and delivery location
  • Make payment to confirm your booking
  • Receive confirmation via email and SMS
What's the minimum notice period for bookings?

We recommend booking at least 48 hours in advance for most packages. This gives us time to prepare everything perfectly.

For same-day or next-day surprises, please contact us directly at +234 801 234 5678 to check availability.

Can I customize a package?

Absolutely! We offer two options:

  • Modify existing packages: Add or remove items from our standard packages
  • Build from scratch: Use our Custom Package Builder to create your perfect surprise
💳 Payment & Pricing
What payment methods do you accept?

We accept multiple payment methods:

  • Credit/Debit Cards (Visa, Mastercard, Verve)
  • Bank Transfer
  • USSD Payment
  • Mobile Money (Opay, PalmPay)
Do I need to pay upfront?

Yes, full payment is required at the time of booking to confirm your order and reserve your date.

Are there any hidden fees?

No hidden fees! The price you see is the final price. However, note:

  • Delivery to areas outside Lagos may incur additional charges
  • Last-minute changes may have extra costs
  • Custom add-ons are priced separately

All additional charges will be clearly communicated before you confirm payment.

🚚 Delivery & Logistics
Where do you deliver?

We primarily serve Lagos and surrounding areas. Delivery to other cities in Nigeria may be available upon request with additional fees.

Can I track my delivery?

Yes! You'll receive real-time updates via SMS and email. You can also check your booking status in the My Bookings section.

What if the recipient isn't home?

Our delivery team will:

  • Call the recipient (if you provided their number)
  • Wait up to 15 minutes
  • Contact you for alternative arrangements
  • Reschedule delivery if needed (may incur fees)
🔄 Cancellations & Refunds
What is your cancellation policy?

Our cancellation policy is based on timing:

  • 48+ hours before: Full refund (100%)
  • 24-48 hours before: 50% refund
  • Less than 24 hours: No refund

See our Refund Policy for complete details.

Can I reschedule instead of cancelling?

Yes! Rescheduling is often better than cancelling:

  • 48+ hours before: Free rescheduling
  • 24-48 hours before: ₦5,000 fee
  • Less than 24 hours: Subject to availability
How long do refunds take?

Refund processing times:

  • Bank Transfer: 3-5 business days
  • Credit/Debit Card: 5-10 business days
  • Mobile Money: 1-2 business days
🎁 Services & Products
Do you handle corporate events?

Yes! We offer corporate packages for employee appreciation, client gifts, team building, and company milestones. Contact us for custom corporate packages and bulk pricing.

Are your products fresh?

Absolutely! Flowers are sourced daily, food is prepared on the day of delivery, and cakes are baked fresh to order.

Can you handle allergies and dietary restrictions?

Yes! Please inform us of any food allergies, dietary restrictions (vegetarian, vegan, halal, etc.), or flower allergies in the "Special Requirements" section when booking.

👤 Account & Support
Do I need an account to book?

Yes, creating an account allows you to track bookings, save favourites, access order history, and manage cancellations. Create an account — it only takes a minute!

How do I contact customer support?

We're here to help!

Is my information secure?

Yes! SSL encryption, secure payment processing, no stored card data, and full privacy policy compliance. Read our Privacy Policy for details.

Still Have Questions?

Our team is ready to help you create the perfect surprise!

Contact Support