Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in West Kensington
At West Kensington Flowers, our mission is simple: to deliver the highest quality, freshest flowers to our local community. As a trusted West Kensington florist serving households and businesses in the area, we are proud to back every bouquet with our Fresh Flowers Guarantee. This means when you order from us, you can expect not only beautiful arrangements but also exceptional service—every single time.
Damaged-on-Arrival Policy
Your order should arrive in perfect condition, every time. On the rare occasion your flowers are delivered damaged—whether crushed, wilted, broken, or otherwise compromised—we sincerely apologise. If you receive a damaged floral arrangement, please contact us on the day of delivery, so we can address the issue swiftly. To help us resolve your claim as quickly as possible, we request clear photographs of the damaged flowers and the packaging in which they arrived.
Freshness Window & Flower Lifespan Expectations
As part of our Fresh Flowers Guarantee, we promise that your flowers will remain fresh and vibrant for a minimum window of five days from the date of delivery, provided they are cared for according to our instructions. Many arrangements last much longer, but certain delicate stems may have a shorter lifespan. If your bouquet wilts or becomes unsightly within this freshness window despite following care guidance, please reach out and let us know.
Refunds & Replacement Options
Your satisfaction is important to us. If your order falls short of our guarantee because of damage on arrival or a freshness issue within the freshness window, you have options. We can either:
- Arrange a free replacement delivery on the next suitable day, using fresh flowers similar to your original order.
- Provide a full or partial refund to your original payment method, depending on the circumstances and the extent of the issue.
We consider requests for refunds or replacements on a case-by-case basis. To ensure fairness to all our customers, please contact us within 48 hours of receiving your order if you encounter any issues. Please note that we may request supporting evidence such as photographs and order details to process your request efficiently.
How to Make a Complaint
We strive to offer a consistently excellent experience. If for any reason you are unhappy with our flowers or our service, we encourage you to let us know. Please contact our team with the details of your order and a description of your concern. We aim to resolve all complaints promptly and thoroughly and review each case with the goal of ensuring your satisfaction. If a mistake or service shortfall has occurred, we will do everything we can to put it right.
Our Commitment as Your Local Florist
West Kensington Flowers is dedicated to serving our local residents and businesses with honesty and care. As an independent florist in West Kensington, our reputation is built on trust, quality, and reliability. Your happiness is at the heart of everything we do, and our entire team is committed to ensuring each floral delivery meets the highest standards. Thank you for choosing us as your local flower specialist.
