Returns, Refunds and Complaints Policy

Our Fresh Flowers Guarantee in St Mary Cray

As your trusted local St Mary Cray florist, we pride ourselves on delivering fresh, vibrant flowers to households and businesses throughout the area. Our commitment is simple: when you order from St Mary Cray Florist, you receive the finest, hand-selected blooms, artfully arranged and delivered at the peak of their freshness. We stand by the quality of our flowers and want your floral experience to surpass expectations every time.

Damaged-on-Arrival Policy

We understand just how disappointing it can be if flowers arrive in anything less than perfect condition. In the rare event that your order arrives damaged or unsatisfactory, please inform us as soon as possible on the day of delivery. Please provide a description and, if possible, a clear photograph of the damaged flowers upon receipt. This information helps us to assess the issue promptly and ensure that we resolve it to your satisfaction.

Freshness Window

Our arrangements are designed and delivered to provide maximum enjoyment. We guarantee that our flowers will remain fresh for a minimum of five days from delivery, provided they are cared for according to our care instructions. Should you notice premature wilting or loss of vibrancy within this timeframe, we encourage you to notify us with supporting details and photos so that we can address your concerns quickly.

Refunds and Replacement Options

Your satisfaction is our top priority. If you receive flowers from St Mary Cray Florist that do not meet our freshness standards or are damaged on arrival, we offer the following options:

• Replacement: We can arrange a prompt replacement of the affected item, ensuring you receive the fresh flowers you deserve.
• Refund: If a replacement is not suitable, we can issue a full or partial refund, depending on the nature of the issue and your preference.

We ask that claims be raised within 24 hours of delivery. This helps us maintain high standards and reinforce our fresh flowers guarantee in St Mary Cray.

The Complaints Process

If you are not entirely satisfied with your order or service, we value the opportunity to put things right. Here’s how our complaints process works:

1. Please contact us with your order details, reason for dissatisfaction, and any supporting information (such as photos).
2. Our team will review your complaint and respond within 1-2 working days with a proposed resolution.
3. If you are not satisfied with the initial response, your complaint will be escalated for further review, with the aim of reaching a fair and swift resolution that reflects our commitment as a leading St Mary Cray florist.

Your feedback not only helps us improve, it strengthens our relationship with the St Mary Cray community we serve. Whether it’s bouquets for households or arrangements for local businesses, we strive to exceed your expectations every time. Thank you for choosing us as your local floral partner.