Returns, Refunds and Complaints Policy
Our Commitment to Fresh Flower Satisfaction in Epsom
At Epsom Flowers, we are passionate about delivering only the freshest, most beautiful blooms to households and businesses throughout Epsom and the surrounding areas. As a trusted local florist, we take great pride in our Fresh Flowers Guarantee, ensuring that your order arrives vibrant, fragrant, and full of life. This page outlines our returns, refund, and complaints process, so you can shop with confidence.
Fresh Flowers Guarantee & Freshness Window
Every bouquet and arrangement we create is backed by our Fresh Flowers Guarantee. We carefully select premium blooms to ensure exceptional quality and freshness. Our standard freshness window is at least 5 days from the date of delivery when flowers are cared for according to the instructions provided. If your flowers do not meet this standard, please let us know promptly.
Damaged-on-Arrival Policy
We want you to enjoy your flowers in perfect condition. If your delivery arrives with visibly damaged, wilted, or incomplete flowers, contact us within 24 hours of receipt. To help us swiftly resolve your concern, please be prepared to share clear photos of the flowers and packaging. Our team will review your case and offer a resolution in line with our policy.
Refund or Replacement Options
Your satisfaction is very important to us. If your flowers arrive damaged or fail to meet our freshness guarantee:
- We will offer the choice of a full refund or a fresh replacement delivery at no extra cost (subject to availability).
- If only part of the order is affected, we may provide a partial refund or replacement for the affected items.
- Refunds are processed within 3-5 working days once eligibility is confirmed by our team.
Please note: Due to the perishable nature of flowers, we cannot accept returns or provide refunds for issues reported more than 48 hours after delivery unless previously agreed upon.
How to Make a Complaint
If you are not happy with your order or experience, we encourage you to reach out to our customer service team. Clearly describe your concern and, if relevant, include photos or other supporting information. We take all feedback seriously and aim to resolve complaints within 2 business days.
Our goal is to uphold our reputation as Epsom’s trusted florist by providing transparent, friendly service and prompt resolutions whenever an issue arises.
Serving Epsom with Care
Epsom Flowers has been serving local households and businesses with premium, fresh flowers for years. Your satisfaction and trust are the foundation of our business. If you have any concerns or require further information about our returns, refunds, or complaints process, please don’t hesitate to contact us. Thank you for choosing Epsom Flowers—your local fresh flower specialist in Epsom.
