Returns, Refunds & Complaints - Your Flower Order Guarantee
Our Fresh Flower Guarantee in Richmond upon Thames
At Florist Richmond upon Thames, we pride ourselves on delivering only the freshest flowers to households and businesses across Richmond upon Thames and the neighbouring areas. Our commitment as your trusted local florist is to ensure your flowers arrive in immaculate condition and our service leaves you delighted every time you order.
Damaged-on-Arrival Policy
We carefully package every bouquet and floral arrangement to ensure safe delivery. However, if your flowers arrive damaged or in unsatisfactory condition, please notify us as soon as possible on the day of delivery. To help us resolve the issue quickly, we may request a photo of the damaged flowers or packaging. This allows us to investigate and ensure such incidents are prevented in the future. Rest assured, we are here to help and will provide a prompt response to all concerns regarding damaged-on-arrival floral products.
Freshness Window & Quality Assurance
Your satisfaction is our priority. We guarantee that all flowers dispatched from our Richmond upon Thames premises are fresh at the point of delivery. Our flowers are sourced daily and professionally arranged, so you can expect them to look vibrant and last as long as possible. Typically, you can enjoy your flowers for at least 5-7 days with the correct care. If your flowers fade significantly within this period (and care guidelines were followed), please contact us so we can address your concerns under our freshness guarantee.
Refunds and Replacement Options
We understand how important it is for your floral gift or display to arrive just as you expected. If you experience issues with the freshness or condition of your blooms, we offer two resolution options, depending on the situation:
- Replacement: We can arrange for a fresh bouquet or suitable replacement to be delivered as soon as possible.
- Refund: Where a replacement is not suitable or possible, we can process a full or partial refund to your original payment method.
Our helpful team will guide you through the process, verify the problem, and ensure you receive the compensation or replacement that best resolves your concerns.
Complaints Process
If you have a complaint about our products or service, we take your feedback seriously. Please get in touch with us, providing your order details and a clear description of the issue. We aim to acknowledge all complaints within 1 working day and resolve them within 3 working days wherever possible. Every complaint is treated confidentially and with the utmost care, as part of our commitment to exceptional customer service and community trust.
Trusted Local Florist: Serving You Better
As a longstanding local florist in Richmond upon Thames, we have built our reputation by serving both private households and local businesses with care, dedication, and a guarantee of fresh, beautiful flowers. Your happiness is central to our mission, and every order is treated as a reflection of our service standards. Thank you for choosing Florist Richmond upon Thames for your floral needs. We look forward to delighting you every time you shop with us.
