Returns, Refunds & Customer Feedback
Our Fresh Flowers Guarantee
At Coulsdon Flowers, we are committed to delivering only the freshest flowers to our customers in Coulsdon and the surrounding area. As a trusted local florist, we take great pride in every bouquet and arrangement, ensuring they arrive vibrant and beautiful at your door. Our fresh flowers guarantee gives you confidence that we will always prioritise quality and customer satisfaction for homes and businesses alike.
Damaged-on-Arrival Policy
We take careful steps to hand-deliver or courier our arrangements, but understand that on rare occasions, flowers may be damaged in transit. If your flowers or related items arrive visibly damaged or wilted, please inspect your delivery immediately upon receipt. To claim under our Damaged-on-Arrival Policy, contact us within 24 hours of delivery. Please provide clear photographs of the issue so we can quickly resolve your concern.
Freshness Window
We guarantee that our flowers will stay fresh for a minimum of five days from the time of delivery, provided that recipients follow the care instructions supplied with their bouquet or arrangement. Our team selects only the healthiest blooms each day, but if you notice your flowers wilting or deteriorating within this freshness window (despite following all care guidelines), please let us know as soon as possible. We are committed to ensuring you are delighted with our service.
Refunds and Replacements
Your satisfaction is our priority. If your order does not meet our freshness promise, or if flowers were damaged on arrival and you have contacted us promptly as outlined, we will offer you a choice of:
- A replacement bouquet or arrangement, delivered at no additional cost to you.
- A refund for the affected items on your order (excluding delivery fees where applicable).
Please note that refunds and replacements are subject to assessment of your claim, which generally requires clear photographic evidence. Where a refund or replacement is authorised, we process these as quickly as possible—usually within 3-5 business days.
How to Make a Complaint
Your feedback helps us improve our products and service for you and your community in Coulsdon. If you’re dissatisfied with your experience, please let us know so we can make things right. Our complaints process is straightforward:
- Contact us with your order details and the issue you wish to raise. Please include photos if relevant.
- Our customer service team will review your feedback and respond within 1-2 business days.
- We will investigate the situation thoroughly, keeping you updated throughout the process, and work with you toward a fair resolution.
We take every complaint seriously, whether about product quality, delivery, or any aspect of our service.
Trusted by Coulsdon’s Community
Coulsdon Flowers is proud to be the local florist of choice for households and businesses in Coulsdon and nearby. Our reputation has been built on reliability, beautiful blooms, and attentive customer care. If you have questions about our returns, refunds, or complaints policy, our friendly team is always ready to assist you—we want you to feel confident when you order flowers from us, every time.
