Returns, Refunds & Complaints Policy – Flowers Old Malden
Our Fresh Flower Guarantee in Old Malden
At Flowers Old Malden, we are proud to be a trusted local florist, providing fresh, beautiful arrangements to households and businesses throughout Old Malden and its surrounding areas. We understand how important it is for your flowers to arrive in pristine condition and full of freshness. That’s why every order from us includes our Fresh Flower Guarantee—confidently ensuring that your floral gifts reflect the highest standards of quality and care.
Damaged or Unsatisfactory Arrangements on Arrival
Your satisfaction is extremely important to us. In the unlikely event that your flowers or plants arrive damaged, wilted, or not up to your expectations, please notify us on the same day of receipt. Our policy is to address each concern promptly so that your occasion is never spoiled due to unforeseen circumstances in delivery or handling. Please retain the original packaging and take clear photos of any damage to assist us in resolving your issue quickly and efficiently.
Freshness Window Policy
We guarantee that all our flowers will remain fresh for a minimum of five days from the date of delivery if properly cared for, following the guidance we provide with every order. If your flowers wilt or do not last within this freshness window, please get in touch with us as soon as possible. Our dedicated team will assess your situation, and provided you’ve followed our recommended care steps, will offer a suitable resolution. This commitment is part of our ongoing effort to deliver the highest quality flowers across Old Malden, every time, without exception.
Refund & Replacement Options
If the issue with your order falls within the bounds of our damaged-on-arrival or freshness guarantee, we offer two resolution options:
- Replacement: We will swiftly arrange for a replacement bouquet or arrangement identical (or similar, if the original is unavailable) to your initial order, delivered at your convenience within Old Malden or nearby areas.
- Refund: If you prefer, we can issue a full refund for the affected items, ensuring your peace of mind. Refunds will be processed back to your original payment method and may take a few days depending on your bank or payment provider.
Our aim is always to find the solution that best meets your needs and restores your confidence in our service.
Complaints Process
Your feedback—both positive and negative—is invaluable in helping us improve our service for all Old Malden customers. If you are dissatisfied at any point, we encourage you to let us know. Our simple process ensures your voice is heard and acted upon sensitively and fairly:
- Contact us with your order details and a clear description of your complaint, ideally with supporting photos if flowers are involved.
- Our customer service team will acknowledge your complaint within one working day.
- We will investigate thoroughly and keep you informed of progress.
- A resolution—be it replacement, refund, or alternative—will be offered promptly based on our policy and your individual situation.
We see every complaint as an opportunity to build lasting trust and maintain our standards as Old Malden’s premier florist.
Why Choose Flowers Old Malden?
We are a local, dedicated business focused on fresh flowers and excellent customer care. From routine bouquets to special celebrations and business events, our goal is your complete satisfaction. Thank you for choosing Flowers Old Malden as your community’s floral experts.
