Returns, Refunds, and Complaints Policy
Our Fresh Flowers Guarantee in Shepherd's Bush
At Shepherd's Bush Flowers, our reputation as a trusted local florist is built upon delivering the freshest, highest-quality blooms to the households and businesses of Shepherd's Bush. We stand by our Fresh Flowers Guarantee—every arrangement we send out is hand-selected and crafted to delight by staying vibrant and beautiful for as long as possible. We source our flowers with care, ensuring your gift or display is fresh upon arrival and lasts well beyond delivery.
Damaged-on-Arrival Policy
We pack every bouquet with meticulous attention, but on rare occasions, damage might occur during transit. If your flowers arrive damaged or not in the expected condition, report the issue to us on the day of delivery. Please provide a clear photo of the flowers as you received them. Once verified, we will offer you a complimentary replacement bouquet sent at the earliest possible convenience, or a full refund if preferred. Our top priority is your satisfaction and ensuring you enjoy the freshest flowers, straight from our Shepherd's Bush shop.
Freshness Window & Flower Longevity
We guarantee that all our fresh flowers will remain vibrant and healthy for a minimum of five days from the date of delivery, provided they are cared for according to our guidance included with your bouquet. If you find your flowers do not meet these standards within this freshness window, please notify us as soon as possible, supplying a photo and your order details. We will then arrange either a refund or replacement, subject to our assessment of proper care being followed.
Refunds and Replacement Options
Your experience matters to us. If you receive flowers or products that fall short of your expectations or Shepherd's Bush Flowers' standards, you are entitled to request a refund or a replacement. Refunds are processed promptly to your original method of payment once we have investigated and confirmed the issue. Alternatively, we are happy to provide a fresh replacement at a time convenient to you.
Refunds and replacements are available under the following circumstances:
- Flowers arrive damaged, wilted, or otherwise unsatisfactory on delivery.
- Flowers do not live up to our five-day freshness promise, provided care instructions were followed.
- An incorrect item was delivered.
In each case, we kindly ask for photographic evidence to speed up our resolution process.
Our Complaints Process
Your voice is important. If you need to raise a complaint about your order or our service, please contact us within three days of receiving your flowers. Share your order details and a brief description of the issue, along with any supporting photos if applicable. Our team will carefully review your case, aim to respond within one business day, and work with you towards a fair and prompt resolution—be it a refund, replacement, or another appropriate remedy.
As a local Shepherd's Bush florist, we strive to resolve complaints swiftly and personally, affirming the trust our community places in us with every bouquet we deliver.
Your Trusted Florist in Shepherd's Bush
Shepherd's Bush Flowers is dedicated to offering an exceptional floral experience to all our valued household and business clients in Shepherd's Bush. Our robust returns, refunds, and complaints policies reflect our genuine commitment to complete customer satisfaction and our promise of quality, fresh flowers every time.
If you have questions about this policy or your order, please get in touch—we’re here to help, always just around the corner and ready to serve the neighbourhood we love.
