FAQ’s

OUR PRODUCTS

Fresh flowers are seasonal, how do you ensure my orders are satisfied?

Flowers, fillers, accessories, and containers may be substituted due to inherent limitations of seasonality and supply. Rest assured that our expert florists will make every effort to deliver the same style and theme whilst using items of equal or higher value.

Your satisfaction is our utmost priority. If, for any reason, you are not completely satisfied with our finished product, please contact us and we will make it right.

Why do you have to make substitutions?

As quality is important to us, so is the timely delivery of your arrangements. By agreeing to a substitution, you allow our florists to use the best available florals to create a beautiful arrangement, just like the one you chose.

ORDER CONFIRMATION & PAYMENT

Is there a cut-off for orders?

In light of the ongoing pandemic, we seek your understanding as we can only process paid orders at the moment.

Please allow a standard lead time of three (3) days* from order confirmation to delivery. Order is confirmed upon payment receipt.

Payment advise for your orders must be sent before 5:00 pm from Monday to Sunday. Payments received after that time will be treated as received the next day.

How do I know that my order is confirmed?

Once you have paid the cart total, you will receive notification that your order is confirmed and processing will start.

How do I pay?

At the moment, you can pay through the options below. Please take note of the payment advise procedure to ensure that your orders will be processed immediately.

BPI
Rustan Design Specialists Inc.
1751-0812-74

Metrobank
Rustan Design Specialists Inc.
442-7-442-01834-7

Once paid, please email payment advise by forwarding/emailing your received Order Summary as follows:

  • To: [email protected]
  • Attach screenshot or photo of your payment
  • Note: Your Order Summary is automatically emailed to you upon successful checkout of your cart items.

Can I change or cancel my orders?

We immediately process your orders after receiving payment advise. Should you need to make changes or cancel your orders, please email us at [email protected] or via Christy Villamater at +639178532157, within 12 hours after payment advise between 10AM to 6PM. For cancelled orders, your payments will be treated as store credit for your next purchase.

DELIVERY/PICK-UP

How do I get my items?

Upon checkout, please choose from the following options and we’ll coordinate with you:

Outside Courier Service 

We can arrange to book an Outside Courier Service (Grab, Lalamove, Mr Speedy), on your behalf. We will coordinate on the booking details then you may directly pay rider upon delivery.

Rustan’s Flower Shop Delivery Service

We deliver! However, in light of the limitations caused by the pandemic, we can only offer delivery services to the following cities within Metro Manila:

  • Makati
  • Mandaluyong
  • Taguig
  • Alabang
  • Paranaque
  • Pasig

Pick-up

You can arrange for pick up at:

The Marketplace
G/F Rustan’s Makati Department Store,
Ayala Center, Makati
Mondays to Saturdays
10 am to 3 pm

How much are your delivery fees?

We are offering a fixed delivery rate of Php 200 for the following areas:

  • Makati
  • Mandaluyong
  • Taguig
  • Alabang
  • Paranaque
  • Pasig

Otherwise, cost will depend on whether you prefer to book an Outside Courier Service or arrange pick up instead.

What happens if the recipient will not be around during time of delivery?

We trust that you have made preparations to ensure that the recipient of your florals will be around at the time of delivery. If you have a specific schedule in mind, please include in the Special Instructions box upon checkout and we will do our best to properly coordinate with you. If delivery is still unsuccessful, we will need to return the florals to our hub. You may let us know should you want it re-delivered, but subject to a new delivery fee.