Returns, Refunds & Complaints Policy

At Roehampton Florist, Your Satisfaction Comes First

As a trusted local Roehampton florist, we pride ourselves on delivering the highest quality fresh flowers to our valued customers. Serving both households and businesses in the area, we understand the importance of timely deliveries and the perfect floral presentation. Our fresh flowers guarantee ensures that every bouquet or arrangement we deliver to you meets the high standards our community expects.

Damaged-on-Arrival Policy

We carefully pack and arrange every order to ensure your flowers arrive in pristine condition. However, in the rare event your flowers are damaged or not as described when they reach you, please notify us on the same day of receipt. We ask for a clear photo showing the issue, so our team can swiftly review your concerns and provide an appropriate solution under our fresh flowers guarantee in Roehampton.

Freshness Window Guarantee

Our flowers are sourced fresh and expertly handled to maintain quality during transit and on arrival. We guarantee the freshness of your flowers for at least five (5) days from receipt, provided you follow the care instructions supplied with your order. If your flowers wilt or spoil within this time frame despite proper care, please reach out promptly so we can assist you. After the freshness window has passed, concerns regarding natural deterioration may not be eligible for refund or replacement, in line with our policy.

Refund & Replacement Options

Your satisfaction is at the heart of our service. If there is a problem with your flower order—such as damage on arrival or noticeable lack of freshness within the five-day window—we offer the following options:

• Replacement: We can arrange for a replacement bouquet or arrangement to be sent to you at the earliest convenience, ensuring you still enjoy our fresh flowers guarantee in Roehampton.
• Refund: If a replacement is not suitable, we can offer a refund for the affected item. The refund process will begin once we have reviewed your claim and received any requested supporting documentation such as photographs.

All requests for refunds or replacements are reviewed on a case-by-case basis to ensure fairness and to maintain our trusted reputation in the local community.

Complaints Process

If you are unhappy with the service, delivery, or product you have received, we welcome your feedback and are committed to addressing all concerns promptly:

• Please contact us with details of your complaint as soon as possible, ideally within 24 hours of delivery.
• Provide supporting information such as your order number, photos (where applicable), and a description of the issue.
• Our team will acknowledge your complaint swiftly and conduct a thorough review, aiming to resolve most concerns within two working days.
• We will keep you informed of the progress and offer a fair resolution such as a refund, replacement, or alternative compensation if appropriate.

Our Commitment as Roehampton’s Trusted Florist

We are proud to be the florist of choice for Roehampton’s households and businesses, and we strive to deliver quality and reliability with every order. If you have questions about our returns, refunds, or complaints policies, or need assistance with a recent delivery, please get in touch. Your satisfaction helps us bloom and continue to serve our local community with the freshest flowers in Roehampton, every day.