Our Fresh Flower Guarantee & Complaints Procedure
Returns, Refunds & Complaints at Flowers Wallington
At Flowers Wallington, our mission is to provide the freshest, highest-quality flowers to the local community. As your trusted local florist, we stand proudly behind our fresh flowers guarantee for all families, organisations, and businesses in Wallington. Please see below for our policies on returns, refunds, replacements and complaints – all designed to ensure your peace of mind when ordering from us.
Our Fresh Flower Guarantee
We guarantee that all flower arrangements and bouquets delivered by Flowers Wallington will arrive in pristine condition and exhibit exceptional freshness. Our flowers are sourced daily from trusted growers, so your order should look vibrant and last as intended.
Damaged-on-Arrival Policy
If your flowers arrive damaged, wilted, or not up to our expected standard, please notify us on the same day your arrangement is delivered. We request that you provide a photograph of the damaged flowers, so that we can assess the issue and take the correct remedial action without delay. Your satisfaction is our absolute priority, and we aim to resolve any concerns quickly and fairly.
Freshness Window
We guarantee the freshness of our flowers for a minimum of 5 days from the day of delivery, provided the arrangement is kept in a clean vase with fresh water and away from direct sunlight and heat sources. If your flowers do not remain fresh within this window, please let us know within 5 days of receipt. We want every customer in Wallington to enjoy long-lasting blooms and will investigate any concerns about quality during this period.
Refund & Replacement Options
If an order falls short of our promise due to damage, quality issues, or freshness problems within the guaranteed window, you may choose between:
- A full refund to your original payment method
- A replacement bouquet of equal or higher value, delivered at no extra charge
We will discuss your preference with you when you contact us about your flowers. Our team always strives to make things right at the first opportunity, reinforcing our reputation as a caring, reliable Wallington florist.
How to Make a Complaint
At Flowers Wallington, we take complaints seriously and treat every customer’s feedback with respect and urgency. Our complaint process is straightforward:
- Contact us promptly with details of your issue (including your order details, photos if applicable, and an explanation of the problem).
- Our customer care team will review your complaint and respond as quickly as possible, usually within one working day.
- We will offer an appropriate remedy—such as a refund, replacement, or gesture of goodwill—to resolve your concern to your satisfaction.
- If you feel your complaint hasn't been adequately addressed, you can request it be escalated to a manager for further review.
Serving the Wallington Community
Flowers Wallington is proud to serve households, local businesses, event organisers, and all members of our community. We have built our reputation on friendliness, reliability, and an unwavering commitment to customer happiness. Whenever you choose Flowers Wallington, you can trust that your satisfaction is guaranteed—our policy has been designed with you in mind.
Thank you for choosing Flowers Wallington, your trusted local florist. If you have any questions about our returns, refunds, or complaints process, please get in touch—we are always here to help.
