Returns, Refunds & Complaints Policy
Our Promise: Fresh Flowers Guaranteed in Sydenham Hill
As a trusted local florist serving the Sydenham Hill community, Flower Delivery Sydenham Hill is dedicated to delighting both households and businesses with exceptional blooms and dependable service. We pride ourselves on a fresh flowers guarantee, reassuring our customers that every bouquet or arrangement dispatched is curated with care and quality at its heart. If, on occasion, something falls short of your expectations, our clear Returns, Refunds, and Complaints policies are here to help.
Damaged-on-Arrival Policy
Every flower order is packed securely to ensure your bouquets arrive in perfect condition. Should you receive your delivery with damage that occurred during transit—such as crushed, broken, or wilted flowers—please inform us as soon as possible. To help us resolve your issue swiftly, submit a photo of the damaged flowers on the day of delivery, along with your order details. We will assess the situation promptly to provide a fair solution in line with our Fresh Flowers Guarantee.
Freshness Window & Quality Guarantee
We guarantee that your flowers will remain fresh for a minimum of 5 days from delivery when cared for as per our guidelines. If, despite following our simple care instructions, your flowers wilt or perish within this window, let us know within 5 days of receiving the order. Please provide detailed information and supportive photos to help us investigate thoroughly and keep up our commitment to the best quality blooms in Sydenham Hill.
Refund and Replacement Options
Your satisfaction is of utmost priority. If your complaint is validated—whether due to damage in transit, quality issues within our freshness window, or incorrect items sent—we offer:
- Replacement: A new bouquet or arrangement of the same value, delivered at the earliest opportunity to you or your recipient in Sydenham Hill.
- Refund: A full or partial refund to the original payment method, depending on the nature and extent of the issue.
The choice between a replacement or refund will be discussed with you after we review your case. Please note that refunds and replacements cannot be offered for flowers that are not cared for correctly or for issues reported beyond our stated freshness window.
Complaints Process
We value all feedback and aim to resolve complaints swiftly and fairly. If you have a concern or complaint about your flowers, the delivery experience, or our service, please contact us within 5 days of delivery. Provide your order reference, as well as a clear description of the problem and, where possible, supporting images. Our team will acknowledge your complaint, investigate thoroughly, and aim to resolve the issue within 2 working days. Our transparent process ensures that you are informed throughout, with a fair outcome provided every time.
Serving with Trust & Reliability
As a florist rooted in Sydenham Hill, we are proud to serve our neighbours and local businesses. The relationships we build and the satisfaction of our customers matter a great deal to us. If you have any questions about our Returns, Refunds, or Complaints Policy, please reach out—your peace of mind is at the heart of our flower delivery service.
