Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee for New Cross
As a trusted local New Cross florist, we take pride in delivering beautiful, fresh flowers to households and businesses in our neighbourhood. At New Cross Florist, customer satisfaction is our top priority. We want you to enjoy your flowers at their freshest and most vibrant, which is why every bouquet is carefully prepared and inspected before delivery. Our Fresh Flowers Guarantee ensures that your flowers arrive in perfect condition and remain fresh for a recommended window of seven days, provided they are cared for according to the included instructions.
Damaged-on-Arrival Policy
We understand how disappointing it can be to receive flowers that are damaged or wilted. Should your order arrive in a condition that does not meet our high standards—such as visible damage to the flowers or packaging—please notify us as soon as possible, ideally within 24 hours of delivery. Our team may request a photo of the flowers and packaging to help us assess the issue and speed up the resolution process. Cases of damage caused during transport are covered under our Damaged-on-Arrival Policy, and we are committed to resolving these situations promptly and fairly.
Freshness Window
All our bouquets are fresh on delivery and, when cared for properly, should last at least seven days from arrival. This Freshness Window is part of our ongoing commitment to quality and customer satisfaction. To help maintain the flowers’ longevity, please follow the care instructions provided with your order. Should you notice your flowers deteriorating significantly within this period despite following care guidelines, please reach out to us for assistance.
Refund and Replacement Options
Customer peace of mind is very important to us. If you are not completely satisfied with your flowers due to damage on arrival, lack of freshness, or an error with your order, we offer the following options:
- Refund: Receive a partial or full refund, depending on the nature of the issue.
- Replacement: Where possible, we are happy to send out a replacement bouquet or item at the next available opportunity.
- Alternative Resolution: In select cases, we may offer an appropriate substitute or store credit to use in the future.
Our experienced team will discuss the most suitable solution with you to ensure your satisfaction.
Complaints Process
Your feedback matters to us and helps us improve. If you have a concern or complaint about any aspect of our service, please get in touch at your earliest convenience. We aim to acknowledge all complaints within one business day and to resolve most issues within three business days. When submitting your concern, please provide as much detail as possible, including order number, photos if applicable, and a description of the problem. Our friendly New Cross Florist team will investigate thoroughly and work with you to reach a fair resolution.
Your Trusted Local Florist in New Cross
New Cross Florist is proud to serve local households and businesses with the freshest flowers and caring, responsive customer service. If you have any inquiries about our Returns, Refunds & Complaints Policy, please do not hesitate to reach out to our team. Your satisfaction is guaranteed, and we look forward to bringing joy and beauty to New Cross for years to come.
