Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in Tolworth
As a trusted local Tolworth florist, Flowers Tolworth is dedicated to delivering only the freshest, most beautiful blooms to every home and business. We understand the importance of quality, and our commitment is backed by a comprehensive Fresh Flowers Guarantee. Whether you’re gifting a loved one or brightening your own workspace, your satisfaction is at the heart of everything we do.
Damaged Flowers on Arrival
If your flowers arrive damaged or not in their best condition, please accept our sincere apologies. We carefully package each bouquet to ensure safe arrival, but on rare occasions, transit issues may occur. Should you notice your flowers are damaged upon delivery, we kindly ask you to notify us as soon as possible, ideally within 24 hours of receipt. This allows us to address your concerns promptly and uphold our commitment to the highest standards.
Freshness Window & Flower Quality Assurance
Every arrangement from Flowers Tolworth is hand-tied using the freshest available stems. We guarantee the freshness of our flowers for a minimum of 5 days from the date of delivery when cared for according to our guidance. Should your bouquet wilt or decline in quality within this time frame, please let us know. To assist in resolving your issue efficiently, a brief description and a clear photo of the flowers in their delivered state are helpful.
Refunds & Replacement Options
If your bouquet does not meet our Fresh Flowers Guarantee or arrives in unsatisfactory condition, you have flexible options for resolution. Depending on your preference and the nature of the issue, we will offer either:
- A complimentary replacement of your flowers, delivered at the earliest opportunity.
- A full or partial refund, credited back to your original payment method.
Our team will work with you to determine the best solution and ensure your complete satisfaction. Please note that in some circumstances, we may request to collect the original bouquet so our floristry team can investigate and continually improve our service.
Complaints Process
Your feedback is invaluable in helping us maintain our reputation as Tolworth’s leading florist. If you have any concerns or are dissatisfied with your flowers or service, please contact our team promptly. Complaints should ideally be raised within 48 hours of receipt to ensure we can investigate and resolve issues thoroughly. Our customer care team will acknowledge your complaint within 48 hours and aim to resolve all matters within five working days.
To facilitate a smooth process, please include as much detail as possible regarding your order, delivery time, and the nature of your concern. Photos and a clear description are always appreciated.
Your Local Florist Promise
Serving Tolworth households and businesses, Flowers Tolworth strives to exceed expectations with every bouquet. Our local roots and loyal customers keep us committed to upholding our Fresh Flowers Guarantee. We appreciate the trust our community places in us and thank you for choosing a florist who genuinely cares about your experience.
If you have questions about our returns, refunds, or complaints process, our friendly team is always happy to assist. We look forward to bringing more smiles with every arrangement we create.
