Returns, Refunds and Complaints Policy at Surrey Florist
Our Fresh Flowers Guarantee in Surrey
At Surrey Florist, we take great pride in delivering only the freshest flowers to homes and businesses throughout Surrey. As your trusted local florist, we stand by the quality of every bouquet and arrangement we create. That's why each purchase is backed by our Fresh Flowers Guarantee—ensuring you enjoy beautiful, long-lasting blooms every time you order.
Damaged-on-Arrival Policy
We understand that safe delivery is essential for enjoying your flowers at their best. In the rare event your flowers arrive damaged or do not meet our quality standards, please let us know as soon as possible following your delivery. We kindly ask you to provide a photograph of the issue, which helps us understand and resolve the situation quickly.
If your flowers are damaged on arrival, our policy provides for an immediate replacement or, if you prefer, a full refund. Our team is here to assist, and we'll do everything we can to restore your experience promptly.
Freshness Window for Flower Deliveries
We guarantee that all our floral arrangements will remain fresh and beautiful for a minimum of 5 days from the date of delivery, provided they are cared for as instructed. If you believe your bouquet has not met this standard, simply reach out to us within this freshness window. We will assess your concerns and offer a suitable solution, which may include a replacement bouquet or a refund.
Refund & Replacement Options
Your satisfaction is our top priority. Should your flowers arrive in an unsatisfactory condition, or fail to meet our freshness guarantee, we offer two straightforward options:
- Replacement: We will arrange for a new bouquet, hand-delivered at no extra cost, at the earliest possible time to make things right.
- Refund: If a replacement is not suitable, you may choose a refund. Refunds are processed promptly through your original payment method once your claim is approved.
How to Make a Complaint
If you are unhappy with any aspect of our products or service, please let us know as soon as possible. Your feedback is invaluable in helping us continually improve. To submit a complaint, provide details of your experience, including relevant order information and photos, if applicable. Our customer care team will investigate and respond within two working days. Rest assured, we aim to resolve every issue to your full satisfaction.
Serving Surrey’s Households & Businesses with Confidence
Surrey Florist is committed to bringing joy and beauty to our neighbours—whether in homes or local businesses—by delivering vibrant, fresh flowers throughout Surrey. Our reputation as a reliable local florist is built on trust, care, and consistent quality. Thank you for choosing us for your special moments. Should you have any queries about our returns, refunds, or complaints process, we are always here to help and ensure you have the best floristry experience possible.
