Returns, Refunds and Complaints Policy

Your Satisfaction with Fresh Flowers in New Addington

At Florist New Addington, we take pride in offering households and businesses in New Addington and the surrounding areas the very best in beautifully arranged, fresh flowers. As your trusted local florist, ensuring your satisfaction is at the heart of every bouquet we deliver. Our policy below outlines our commitment to freshness and how we handle returns, refunds, and complaints to provide peace of mind with every order.

Fresh Flowers Guarantee

We are passionate about delivering only the freshest flowers to your door. Our freshness guarantee ensures that every arrangement will maintain its beauty and vibrancy for at least five days after delivery, provided they are properly cared for according to the instructions included with your order. Should your flowers arrive in a condition that falls short of our promise, please read below for our simple returns and complaints process.

Damaged-on-Arrival Policy

If your flowers arrive damaged or noticeably wilted, please notify us as soon as you receive your order. For us to resolve the issue quickly, we kindly request a photo of the flowers within 24 hours of delivery to help us assess any transit-related damage. Our team will review your concerns and offer replacement or refund options in accordance with our Fresh Flowers Guarantee, ensuring you receive the beautiful arrangement you expect from a trusted New Addington florist.

Freshness Window

We guarantee the freshness and quality of flowers for a minimum of five days from the delivery date. If your flowers wilt or do not remain fresh within this window, and you have followed the care instructions provided, do let us know promptly. We want every experience with Florist New Addington to be delightful and memorable, so your full satisfaction with the freshness of our flowers is our commitment to you.

Refund and Replacement Options

Your happiness is our priority. Should your order not meet our high standards, we offer the choice of a full refund or a replacement arrangement, depending on your preference. Once we have validated your claim—usually through a brief assessment and photo documentation—we will process your refund or arrange for fresh replacement flowers to be delivered at the earliest opportunity. Please note that in most cases, we do not request the return of the original flowers.

Complaints Handling Procedure

We strive to resolve any complaints quickly, courteously, and fairly. If you are dissatisfied with any aspect of our service or product, please reach out to us with the details of your concern. Every complaint is acknowledged and investigated thoroughly, and we aim to provide a resolution within two working days. As a local New Addington florist, we value feedback which helps us improve our services for all our valued customers.

Our Commitment as Your Local Florist

Florist New Addington is dedicated to serving the community with floral arrangements that bring joy and beauty to homes and workplaces. Our returns, refunds, and complaints policy reflects the trust you place in us as your local flower provider. If you ever experience a problem or have a suggestion, we encourage you to contact us so we can continually deliver an exceptional floral service.