Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in New Addington
At Flowers New Addington, the freshness and quality of every bouquet is our top priority. We are a trusted local florist, proudly serving households and businesses across New Addington and the surrounding areas with premium, hand-selected flowers. Our Fresh Flowers Guarantee ensures that every arrangement arrives vibrant and full of life, helping you celebrate special moments with absolute confidence in your florals.
Damaged-on-Arrival Policy
Your satisfaction matters to us. If your order arrives damaged or not as described, please contact us as soon as possible after delivery, ideally within 24 hours. Please retain the flowers and all original packaging, and provide a photo clearly showing the nature of the damage. This helps us quickly assess the situation and find a speedy resolution.
Freshness Window & Quality Assurance
We aim to deliver flowers at peak freshness, with a guarantee that your bouquet will look beautiful for a minimum of five days from delivery when cared for according to our instructions. Should you believe your flowers have not met this freshness window, please get in touch within five days of receipt. We may ask for photos to verify any issues related to early wilting, fading, or other quality concerns.
Refunds and Replacement Options
If your flowers are delivered in unsatisfactory condition or fail to meet our Fresh Flowers Guarantee, there are two support options:
- Replacement: We can arrange for a prompt replacement of your bouquet at no extra cost, delivered at a time convenient for you.
- Refund: If you would prefer, we are happy to process a full or partial refund to the original payment method, depending on the nature and extent of the issue.
Our team will respond to all requests as quickly as possible, and guide you through the process, ensuring minimal inconvenience for you.
How to Make a Complaint
We are committed to outstanding customer care and aim to handle all complaints with empathy and urgency. Should you have a complaint or are dissatisfied for any reason, please contact us providing your order details and a clear description of your concern. Supporting images are helpful, particularly for quality disputes. We will acknowledge your complaint promptly, typically within 24 hours, and investigate thoroughly. In every case, we strive to provide a fair resolution, whether that’s a replacement, refund, or another suitable outcome.
Serving Our Community with Trust
Flowers New Addington values the trust of every customer. As a local New Addington florist, we serve both private homes and local businesses, and we stand behind every bouquet we create and deliver. If you have any questions about our Returns, Refunds & Complaints Policy or the Fresh Flowers Guarantee, please do not hesitate to reach out. Our team is here to help, so you can order with peace of mind knowing you are in good hands.
