Returns, Refunds & Complaints Policy

Our Commitment: Fresh Flowers Guaranteed in Kidbrooke

At Kidbrooke Florist, our reputation as a trusted local florist is rooted in our dedication to providing the freshest, most beautiful flowers to households and businesses in Kidbrooke and the surrounding area. Your satisfaction is our highest priority, and we stand by a Fresh Flowers Guarantee on all our hand-arranged bouquets. If your experience does not meet expectations, our clear returns, refunds, and complaints policy ensures a prompt, fair resolution.

Damaged-on-Arrival Policy

We take every precaution to ensure that your flowers arrive in pristine condition. If, despite our best efforts, your flowers are damaged on arrival, please notify us as soon as possible. We kindly ask you to keep the original packaging and provide a photo of the damage so we can assess the issue promptly. We understand how disappointing this can be and are committed to making it right for you, swiftly and courteously.

Freshness Window Guarantee

Our flowers are sourced daily and arranged with care to ensure maximum freshness. We guarantee that all flowers delivered by Kidbrooke Florist remain fresh for a minimum of five days from the date of delivery, provided you follow the care instructions provided. If your bouquet wilts or deteriorates beyond normal wear within this freshness window, we encourage you to contact us so we can investigate and resolve the matter.

Refund and Replacement Options

Your satisfaction is important to us. Depending on the situation, we offer two main resolution options:

• Replacement: If your flowers are damaged, have wilted prematurely, or there is a quality concern within our freshness window, we will happily arrange a fresh replacement bouquet, delivered at no additional cost.
• Refund: If a replacement is not suitable for your needs, we can offer a full or partial refund as appropriate to the issue. Refunds will be processed using the original payment method.

We strive to offer solutions that best address your individual circumstance, with minimal inconvenience to you.

Making a Complaint

If you are unhappy with your order or experience for any reason, we encourage you to submit a complaint. Our complaints process aims to resolve your concerns quickly and fairly:

1. Contact our team with your order details and a clear description of your complaint (including any supportive photos, if relevant).
2. We will acknowledge receipt within one working day and begin investigating the issue.
3. A dedicated team member will be in touch to discuss the matter and propose a solution based on our returns and refunds policy.
4. We aim to resolve all complaints within 3 working days.

Your feedback is important to us and helps us maintain the high standards of service that Kidbrooke Florist is known for in the community.

Your Trusted Local Florist in Kidbrooke

When you choose Kidbrooke Florist, you’re choosing a local business that cares deeply about our neighbours, both households and businesses. Every bouquet is designed and delivered with pride and held to the highest standards. We are always here to support you and make your flower buying experience in Kidbrooke convenient, enjoyable, and worry-free. Thank you for trusting Kidbrooke Florist with your special moments.