Returns, Refunds & Complaints

Fresh Flowers Guarantee in Brockley

At Brockley Florist, we take immense pride in delivering only the freshest flowers to homes and businesses in Brockley and the surrounding areas. Our local reputation relies on ensuring every arrangement arrives looking vibrant and beautiful. That's why we offer a robust Fresh Flowers Guarantee for all orders. If you ever experience any issues with your flowers arriving less than perfect, we promise to put things right.

Damaged-on-Arrival Policy

We carefully hand-prepare and package every bouquet, but sometimes, transit can cause unforeseen damage. Should your flowers arrive in less than pristine condition, please contact us within 24 hours of delivery. Retain both the flowers and the packaging as they arrived, and provide photographs if possible. This helps us to address your concerns quickly and efficiently, and also allows us to improve our service for future orders.

Freshness Window Policy

We guarantee our fresh flowers will remain in excellent condition for at least five days from the date of delivery when properly cared for. To maximise your flowers’ lifespan, please follow the included care instructions. If your flowers do not remain fresh during this window, and you’ve followed the care guidelines provided, please get in touch so that we can investigate and offer a suitable resolution.

Refund and Replacement Options

Your satisfaction matters deeply to us. Should you be dissatisfied due to damaged or substandard flowers, you may be eligible for one of the following:

• Full or Partial Refund: Based on the nature and extent of the issue, we can offer a full or partial refund to the original payment method.
• Replacement Arrangement: If preferred, we’re happy to send out a fresh replacement bouquet or arrangement, delivered locally as soon as possible.

To process any refund or replacement, contact us with your order details and supporting images when required, within 24 hours of receiving your delivery. Our team will review your case promptly and offer the most appropriate solution.

Complaints Procedure

At Brockley Florist, we value your feedback and aim to resolve all complaints quickly and fairly. If you have concerns regarding our service, flowers, or delivery, please follow these steps:

1. Contact Us: Provide your order details and a description of the issue. Include photographs if your concern relates to flower quality or condition.
2. Assessment: Our experienced team will review your complaint within two working days.
3. Resolution: We will communicate our findings, offer an explanation, and, where appropriate, arrange compensation such as a refund, replacement, or another form of goodwill gesture.

If you remain dissatisfied with the outcome, you may escalate your complaint for further review by our management team, who will provide a final response.

Your Trusted Local Florist

Brockley Florist is a well-established local business dedicated to bringing joy to Brockley’s homes, offices, and community spaces. We value the trust you place in us and strive to offer only the finest, freshest floral arrangements every time. Our Returns, Refunds, and Complaints policies are there to give you confidence when choosing us as your local Brockley florist. Thank you for supporting a business that cares about your satisfaction and the beauty of every bouquet delivered.