Our Freshness Guarantee & Customer Care Commitment
Returns, Refunds & Complaints
At Flowers Merton, we pride ourselves on being a trusted local florist, dedicated to serving both households and businesses throughout Merton and the surrounding area. Your satisfaction is our top priority, and we strive to deliver only the freshest blooms with every order. This page outlines how we handle returns, refunds, and complaints, alongside our renowned fresh Flowers guarantee.
Our Freshness Guarantee
We guarantee that our flowers arrive at their freshest, ensuring lasting beauty and enjoyment. All bouquets and arrangements are carefully hand-prepared on the day of delivery to meet our high local standards. On arrival, your flowers are guaranteed to remain fresh and vibrant for a minimum of five days provided they are cared for as per our care guidelines. If you feel the flowers do not meet our freshness promise within this window, please let us know so we may assist you promptly.
Damaged-on-Arrival Policy
We handle all flowers with the utmost care. However, if your flowers arrive damaged or in less than perfect condition, please contact us on the same day of receipt. We may request a photo of the product to assess the damage and understand how to serve you better. Reports made on the day of delivery are eligible for a refund or replacement in line with our policy below.
Refunds & Replacement Options
If your flowers are damaged on arrival or if you believe they do not meet the guaranteed freshness within the first five days, you are entitled to request either:
- A full or partial refund, depending on the nature of the issue; or
- A replacement bouquet, delivered at the next available slot
We may ask for supporting information, such as a photograph or order reference, to resolve your case as efficiently as possible. We aim to process all eligible refunds or replacements within a reasonable timeframe after your claim has been reviewed and approved.
How to Make a Complaint
Your feedback helps us improve our service. If you are dissatisfied with any aspect of your experience, you can submit a complaint by contacting our customer care team. Please provide your order details and a clear description of the issue. We will respond to your complaint as soon as possible and always aim to resolve it to your satisfaction.
Why Choose Flowers Merton?
As a reputable local florist, Flowers Merton is committed to delivering excellent service to every part of Merton, from private homes to local businesses. Our transparent returns and complaints process reflects our values and ongoing commitment to quality. Rest assured, you are supported by a reliable neighbourhood florist dedicated to your happiness with every single delivery.
Thank you for choosing Flowers Merton. Should you have any concerns regarding your purchase, please reach out to us — we are here to help and ensure your complete satisfaction with our flowers and our service.
