Frequently asked questions

Every surprise is put together for that person, so we need up to 5 days to have it ready. That's why the earliest date you can pick in the calendar is 5 days after you order: the day and the time slot are up to you.

We can often deliver sooner, depending on availability and the area.

No. Bespoke surprises are made to order, so the timing depends on each request.

As soon as we know the details of your idea we'll tell you the estimated timing, before confirming anything.

No. The bear comes in four colours and we send one at random, depending on what's available at the time.

Every bouquet is made by hand, so it may vary slightly from the photos on the site. We always aim to get as close as possible.

As they're fresh flowers, some varieties may change with the season or what's in stock. If we had to make a significant change, we'll let you know before preparing the order.

Not exactly. All our packs are put together by hand, so there can be small variations that make each gift unique. The feel and the quality of the design you see are always the same.

It's very important to make sure the person will be at the address you give on the day and in the time slot you choose. We hand the surprise over in person, and it contains flowers, cake and other delicate items that don't cope well with waiting.

If there were nobody there to receive it, the order could spoil or lose some of its quality, and we can't take responsibility for that. That's why we ask you to confirm it at checkout, along with a contact number for whoever is receiving the surprise: if anything comes up, we call.

If we haven't started preparing your order yet, write to us as soon as you can at hola@nureli.es and we'll try to help.

Every delivery is filmed with quality equipment, so the picture and the sound are properly looked after.

Before we start we always ask the person receiving the surprise for their consent. Our aim is for you to relive that moment as if you had been there.

That's absolutely fine: we always respect their decision. We make the delivery as normal, but we don't film the reaction. If we had already started, we delete the footage and it isn't published anywhere.

You can also ask us not to send the video or the photos to the recipient, and we'll respect that.

Once the delivery is done we edit the video and send it to you through a private download link, so you can watch it, download it and keep it forever.

We send it within 24 hours of the delivery at the latest, through a private download link.

We deliver across the Madrid region and the provinces of Guadalajara, Toledo, Segovia, and Ávila. If your address is inside that area, the configurator works out the delivery price as soon as you type the postcode.

Just outside that area? Write to us at hola@nureli.es and we'll see whether we can reach you.