Returns, Refunds & Complaints Policy
Our Commitment to Flower Freshness
At The Flower Shop London, we are proud to be a trusted local florist serving homes and businesses throughout the area. We are dedicated to providing the finest, freshest flowers available. Every bouquet, arrangement, and plant leaving our shop is carefully inspected to ensure it meets our rigorous quality standards. Your satisfaction and delight are our top priorities.
Fresh Flowers Guarantee
We confidently offer a Fresh Flowers Guarantee on every order. Flowers are a natural product, and their longevity can be influenced by environmental conditions. However, we assure you that all our flowers are delivered in prime condition. Once received, with appropriate care, our arrangements should remain fresh and vibrant for a minimum of five days. Should you have concerns regarding the freshness of your flowers within this window, please reach out to us promptly with details and, where possible, photographs of the flowers in question.
Damaged-On-Arrival Policy
If your flowers or plants arrive damaged or not as described, please contact us within 24 hours of delivery. To help us resolve the issue swiftly, we request a clear description and photographic evidence of the damage. Once we have reviewed your case, you can choose either a full replacement or a refund, depending on your preference and the specifics of the order.
Refunds and Replacements
The Flower Shop London wishes to make every customer experience a positive one. If you are unsatisfied with the condition or quality of your order within our five-day freshness window, we will assess your concerns as quickly as possible. Depending on the situation, you will be eligible for either a replacement (delivered at no additional cost) or a full refund credited to your original payment method.
Please ensure you keep all packaging material until your claim is processed, as we may require it for inspection. Refunds and replacements are only available for issues reported within the specified freshness window and are intended to cover damage, quality issues, or errors attributable to our service.
Our Complaints Process
Your voice is important to us. Should you wish to make a complaint about any part of your experience, please contact us as soon as possible with full details of your order and the issue experienced. Our customer service team is committed to responding promptly and compassionately, addressing your concerns thoroughly, and working to resolve them to your satisfaction. We treat every complaint as an opportunity to improve and strengthen our promise of excellence.
Proudly Serving Our Community
The Flower Shop London is more than just a business: we are your neighbours, supplying fresh flowers daily to households and businesses in our local community. Our commitment to quality and customer service has earned us the trust of countless loyal customers. Rest assured, when you buy from us, you’re supported by a florist who cares deeply about our reputation and your happiness.
Contact Us
If you have any issues regarding freshness, damage, or require assistance relating to returns or refunds, please reach out to us with your order details and any supporting information. We look forward to serving you and ensuring your floral experience is both delightful and worry-free.
