Returns, Refunds & Complaints Policy

Our Commitment to Freshness: The Epsom Florist Guarantee

At Epsom Florist, we take immense pride in offering only the freshest flowers to our customers throughout Epsom. Every bouquet we create is expertly arranged with quality blooms to ensure impressive, lasting displays for local households and businesses alike. Our dedication to freshness forms the foundation of our returns, refunds, and complaints policy outlined below.

Damaged or Faulty Flowers on Arrival

We carefully package every order for secure delivery, but should your flowers arrive damaged, wilted or not as described, we ask that you contact us promptly on the day of receipt. To help with speedy resolution, please provide a clear photo of the flowers upon arrival.

If assessed as damaged or faulty, you will be entitled to a full refund or a replacement bouquet. Our team will work with you to arrange a convenient solution that meets your needs and upholds our standards.

Freshness Window & Guarantee

Epsom Florist guarantees that our flowers will remain fresh and vibrant for at least five days from the time of delivery, provided care instructions are followed. If your flowers decline noticeably within this period, and you have looked after them as directed, we will be happy to offer a partial or full refund, or send a replacement bouquet to restore your satisfaction.

Refunds and Replacements

Your satisfaction is our top priority. In the unlikely event you are not happy with your order due to freshness issues or any other valid concern, please notify us within 24 hours of receiving your bouquet. Once we are able to verify the issue, you can choose between:

• A complimentary replacement of the same or similar bouquet, delivered at the next available time slot.
• A full refund processed via your original method of payment.

Refunds are usually processed within 3-5 working days following agreement and any arrangements for return or retrieval of the flowers, if necessary.

Our Complaints Process

We strive to deliver exquisite floral designs paired with customer service that exceeds expectations. If you feel our service falls short in any way, please get in touch as soon as possible. Our complaints process is straightforward:

1. Contact us with all relevant details, including your order reference number, date of delivery, and description of your complaint.
2. Our team will investigate your concern thoroughly and aim to respond within 2 working days.
3. Should your issue involve a product, we may request a photograph to better understand and resolve the problem.
4. Once a resolution is reached, we will confirm your preferred outcome of refund, replacement or another remedy, as appropriate.

Proud to Serve Epsom: A Trusted, Local Florist

Epsom Florist is honoured to serve the nearby community, bringing fresh, beautiful flowers to homes and businesses across Epsom. We value your trust and are dedicated to ensuring every order meets the highest standard of quality. Thank you for supporting your local florist—if you have any concerns about your experience, we’re always here to help make it right.