Our Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in New Malden
At Flower Delivery New Malden, we take pride in delivering fresh, beautiful flowers to households and businesses across New Malden and surrounding areas. Our reputation as a trusted local florist depends on your satisfaction, and we strive to ensure every bloom you receive meets the highest standards of quality, freshness, and presentation.
Damaged-On-Arrival Policy
Your flowers should arrive in perfect condition. If your order arrives damaged or not as described, please notify us within 24 hours of receipt. We kindly request clear photographs of the flowers and packaging, as this helps us address the issue promptly and improve our service.
Freshness Window and Flower Longevity
We handpick and arrange each bouquet to guarantee maximum freshness. Our flowers are guaranteed to remain fresh for at least five days from the date of delivery, provided they are cared for according to our flower care instructions. These guidelines accompany every order and include advice on water changes, ambient temperature, and sunlight exposure.
Refund and Replacement Options
If you are not fully satisfied with the freshness or condition of your flowers upon arrival, we offer the following remedies:
- Replacement: If flowers are wilted, damaged on arrival, or fail to meet our freshness guarantee within the five-day window, we will arrange for a replacement bouquet of equal or greater value at our earliest convenience.
- Refund: Alternatively, you may choose a full refund for the affected item if replacement is not suitable or possible. Refunds will be processed using your original method of payment and may take a few working days to appear in your account.
Please note that requests for refunds or replacements must be made within five days of delivery, and photographic evidence may be required to support your claim.
How to Make a Complaint
Your feedback is vital to us. If you have any concerns, compliments, or complaints regarding our flower delivery service, we encourage you to reach out as soon as possible. Our dedicated customer service team will acknowledge your complaint promptly, investigate the matter thoroughly, and respond with a resolution within 48 hours whenever possible.
To assist us in resolving your issue swiftly, please include the following details when contacting us:
- Your order reference number
- Delivery date and recipient details
- A clear description of your complaint or concern
- Photographs, if flowers are damaged or wilted
If you are unhappy with the proposed solution or require further assistance, you may request to escalate your complaint for additional review.
Your Trusted Local Florist in New Malden
As a community-focused florist, Flower Delivery New Malden is committed to excellent service and long-lasting flower arrangements for every occasion. Whether it’s a personal milestone, a business event, or an everyday gesture, your satisfaction matters to us. Thank you for choosing us. We look forward to delivering smiles with every bouquet!
