Returns, Refunds & Complaints Policy

Our Fresh Flowers Guarantee in Dulwich

At Flowers Dulwich, we are proud to be your local, trusted florist, serving households and businesses throughout Dulwich and its neighbouring areas. We know how important it is for your floral arrangements to arrive not only on time, but at the peak of freshness. That’s why all of our bouquets and arrangements are backed by our Fresh Flowers Guarantee — so you can order with complete confidence.

Damaged-on-Arrival Policy

We take great care in handcrafting and packaging your floral gifts, but in the unlikely event that your flowers arrive damaged or unsatisfactory, please notify us as soon as possible. We kindly ask customers to check their flowers immediately upon receipt. If you discover that your delivery is damaged on arrival, please get in touch with us within 24 hours. To help us resolve the issue quickly, we may request a clear photo of the flowers and packaging. Your satisfaction is our priority, and we will work swiftly to make things right.

Freshness Window

At Flowers Dulwich, we guarantee that your flowers will remain fresh and vibrant for a minimum of five days from the day of delivery, provided they are cared for according to our care instructions. If your flowers do not meet this standard of freshness, please let us know within the five-day window so we can address the issue. We select only the finest blooms and handle them with care, reflecting our reputation as a leading local florist in Dulwich.

Refund & Replacement Options

Your happiness with our service and blooms matters most to us. In the case of damaged, wilted, or unsatisfactory arrangements reported within the stipulated timeframes, we offer two solutions:

• Replacement: We will deliver a fresh, replacement bouquet or arrangement to you as soon as possible, tailored to your original order and preferences.
• Refund: If you prefer, we can process a full or partial refund to your original payment method, based on the nature and extent of the issue reported.

Please note that requests made outside our reporting windows, or issues arising from improper care, may not be eligible for a full refund or replacement. All valid claims will be processed promptly and professionally.

Complaints Process

We are committed to delivering excellent customer service to all our Dulwich clients. If you have any concerns or experience difficulties with your order, please contact our team directly with your feedback. When you share your complaint, please include your order details and a clear description of the issue. Your complaint will be acknowledged as soon as possible and handled by a member of our team dedicated to customer care.

We aim to resolve all complaints swiftly and fairly, keeping you informed at every step. As a well-established Dulwich florist, your trust and experience are important to us. We value all feedback as an opportunity to improve our service to the community.

Our Promise to Dulwich Customers

Thank you for choosing Flowers Dulwich, your reliable neighbourhood florist. Whether delivering to homes or local businesses, we remain devoted to the freshness and beauty of every arrangement. Our returns, refunds, and complaints policies are designed to provide reassurance and support whenever you need it.