Returns, Refunds & Complaints – Abbey Wood Florist
Returns, Refunds & Complaints
At Abbey Wood Florist, we want every bouquet and arrangement to arrive looking beautifully fresh and exactly as expected. As a trusted local Abbey Wood florist serving households and businesses nearby, we take our fresh flowers guarantee and our customer care very seriously. This page explains how we handle returns, refunds, replacements and complaints.
Fresh Flowers Guarantee in Abbey Wood
We guarantee that our fresh flowers will arrive in good condition and stay fresh for a reasonable period when cared for according to the instructions provided. Our fresh flowers guarantee in Abbey Wood is designed to give you confidence when ordering for your home, office, or special occasion.
Most of our cut flower arrangements are expected to look their best for a minimum of 5 days from delivery, and many varieties will last longer. Seasonal or delicate blooms may have a naturally shorter lifespan, but they should still arrive fresh and vibrant on the day of delivery.
Damaged or Not as Described on Arrival
If your flowers arrive damaged, wilted, or significantly different from what was described at the time of ordering, please let us know as soon as possible. We may ask for clear photographs of the bouquet or arrangement, including the packaging, so that we can assess what went wrong and improve our service.
To fall under our damaged-on-arrival policy, any issues must be reported within 24 hours of delivery. This helps us confirm the condition of the flowers on receipt and investigate the cause, whether it is related to handling, transit, or an unforeseen problem with the stems.
Freshness Window and Care Requirements
Our freshness window typically covers the first 5 days from the time the flowers are delivered. During this period, the flowers should remain in good condition when displayed in a clean vase, with fresh water and any flower food provided, and kept away from direct heat, strong sunlight, and draughts.
If the flowers fade significantly or deteriorate unusually quickly within this freshness window despite reasonable care, please contact us with photos and details of how they have been looked after. We will review each case individually in line with our fresh flowers guarantee in Abbey Wood.
Refunds and Replacement Options
Where a complaint is accepted under our damaged-on-arrival or freshness policy, we will normally offer one of the following options:
1. A replacement bouquet or arrangement of similar value, delivered to the same address on a mutually agreed date.
2. A partial refund where only part of the arrangement is affected or where a replacement is not practical.
3. A full refund in cases where the flowers are clearly unacceptable and a replacement cannot reasonably be provided.
The resolution offered will depend on the nature of the issue, the timing of your complaint, and the specific flowers involved. Refunds, when agreed, will be processed back to the original payment method used to place the order.
Non-Returnable Items
Because fresh flowers are perishable, we do not usually ask for items to be returned. In most cases, photographs and a clear explanation of the issue are sufficient for our team to review your claim. Non-perishable items such as vases or gifts may be returnable if they are faulty or damaged on arrival, provided you contact us promptly and keep the item in its original condition.
How to Make a Complaint
If you are unhappy with your flowers or the service you have received, we encourage you to contact us as soon as possible so we can put things right. When making a complaint, please provide your order number, the delivery address, the date of delivery, and a clear description of the problem. Photographs are extremely helpful, especially for issues relating to damaged or poor-quality flowers.
Our team will acknowledge your complaint, investigate the circumstances, and respond with our findings and proposed resolution. We aim to resolve most complaints within a reasonable timeframe, but more complex issues may take a little longer to review.
Our Commitment as Your Local Abbey Wood Florist
Abbey Wood Florist is proud to be a trusted local florist serving Abbey Wood and surrounding areas, including nearby homes, offices, shops, and venues. We value long-term relationships with our customers and rely on your feedback to maintain and improve our standards. If something has not met your expectations, please let us know. We are committed to dealing with returns, refunds and complaints fairly, promptly and with the care you would expect from your local Abbey Wood florist.
