Returns, Refunds & Complaints Policy – Flowers St Paul’s Cray

Our Fresh Flowers Guarantee in St Paul’s Cray

At Flowers St Paul’s Cray, we take great pride in delivering only the freshest, highest-quality flowers to homes and businesses throughout St Paul’s Cray and neighbouring areas. As your trusted local florist, every bouquet and arrangement is hand-prepared with care to exceed expectations both in beauty and freshness. If for any reason you are not delighted with your flowers, we’re here to help with a straightforward returns, refunds, and complaints process.

Damaged-on-Arrival Policy

We do our absolute best to ensure your flowers arrive in perfect condition. Rarely, transit may result in damage. If you receive a bouquet or arrangement that is visibly damaged or unsatisfactory upon arrival, we ask that you contact us as soon as possible—ideally within 24 hours of delivery. Where possible, please keep the flowers and packaging, and document any damage with a photo. This helps us resolve the matter swiftly and prevent future issues.

Freshness Window & Quality Commitment

Our Fresh Flowers Guarantee covers the expected freshness of your order. We guarantee that your flowers will arrive fresh and in the best possible condition. Typically, most of our floral arrangements are expected to last a minimum of 5 days if cared for according to our guidelines. Should your flowers wilt or deteriorate significantly within this freshness window, let us know so we may make it right. We ask that you notify us within the 5-day window so we can fully honour our commitment to you.

Refund and Replacement Options

Your satisfaction is our priority. If your flowers are damaged, not as described, or do not meet our freshness standards during the guaranteed window, we offer the following options:

• Replacement – We’ll happily send a fresh replacement bouquet at our earliest opportunity.
• Refund – If you prefer, we can issue a full or partial refund to the original method of payment.

To initiate either option, please provide details of your order and where relevant, a photograph of the flowers. Our team will review each case promptly and work with you for a satisfactory resolution.

How to Raise a Complaint

If you are unhappy with our flowers or service for any reason, do not hesitate to contact us. Our complaints process is simple and customer-focused:

1. Contact our team with your order information and a clear explanation of your concern.
2. We aim to respond swiftly—typically within one working day—with next steps or a resolution proposal.
3. Where justified, we will offer replacements or refunds in line with our policies above.
4. We take every complaint seriously, using your feedback to continually improve our service for everyone in St Paul’s Cray.

Trusted Local Service

Flowers St Paul’s Cray has earned its reputation as a dependable, friendly, and quality-driven florist serving the community’s households and businesses. We strive to uphold high standards and deliver on our Fresh Flowers Guarantee every day. Your trust and satisfaction are at the heart of everything we do.

Thank you for choosing your trusted local St Paul’s Cray florist. If you have any questions about our returns, refunds, or complaints process, please get in touch. We are here and happy to help!