Returns, Refunds & Complaints Procedure for Fresh Flowers
Our Fresh Flowers Guarantee in Spitalfields
At Flowers Spitalfields, we take pride in delivering only the freshest flowers to our valued Spitalfields customers. Our aim is to ensure every bouquet and arrangement brings lasting joy and satisfaction. As a trusted local florist, we deliver to homes and businesses throughout the Spitalfields area, standing behind our Fresh Flowers Guarantee. If your flowers do not arrive in perfect condition, we are here to resolve your concerns quickly and professionally.
Damaged-On-Arrival Policy
Your flowers are carefully arranged and packaged to arrive in beautiful condition. In the rare event that your order is damaged during transit or does not meet our high standards upon arrival, please let us know as soon as possible. To support your claim, we may request photos of the flowers and packaging, which helps us assess and improve our service.
Claims of damaged-on-arrival flowers must be made within 24 hours of delivery to qualify for a refund or replacement. This ensures that any issues are addressed while the flowers are still fresh and enables us to take swift action on your behalf.
Freshness Window Policy
Flowers are delicate and can vary according to variety and care, but all arrangements from Flowers Spitalfields are guaranteed to stay fresh for a minimum of 5 days from the delivery date, provided they are cared for as instructed. If your flowers wilt or deteriorate substantially before this freshness window, please contact us immediately. Photos and details regarding flower care will help us assist you more efficiently.
If the freshness does not meet our 5-day guarantee within Spitalfields, we will offer an appropriate resolution as outlined below.
Refund and Replacement Options
At Flowers Spitalfields, customer satisfaction is at the heart of what we do. Depending on the nature of the issue, we offer the following options:
- Full Refund: If your flowers were damaged or did not meet our freshness standards, and we are unable to provide a satisfactory replacement, a full refund will be issued to your original payment method.
- Replacement Flowers: We can arrange for a fresh bouquet or arrangement to be sent out to you as soon as possible, at no additional cost.
- Partial Refunds or Store Credit: In certain circumstances where part of an order is affected, we may offer a partial refund or gift credit for use on your next purchase.
All claims are handled promptly to ensure a positive and swift resolution.
How to Make a Complaint
Your feedback is important to us. If you have a concern with a recent delivery or our service, please reach out to us with your order details and a clear description of the issue. We will review every complaint with care, aiming to acknowledge your request within one business day and resolve any concerns as quickly as possible, always within 5 business days. We may ask for additional information or photos to better address your issue.
At Flowers Spitalfields, we are committed to achieving 100% customer satisfaction and value the trust placed in us by our Spitalfields neighbours, households, and businesses alike. Thank you for allowing us to brighten your spaces with exceptional service and the freshest flowers in Spitalfields.
