Returns, Refunds, and Customer Complaints Policy

Fresh Flowers Guarantee in Old Malden

At Florist Old Malden, our commitment to quality ensures that every bouquet and arrangement is crafted with the freshest flowers available. As a trusted local florist serving households and businesses throughout Old Malden and the surrounding area, we promise an exceptional floral experience whether you are celebrating a special occasion or simply brightening someone’s day.

Damaged-on-Arrival Policy

Your satisfaction is our priority. While we take great care in preparing and delivering your flowers, we understand that on rare occasions, items may arrive damaged. If your flowers show signs of damage upon arrival, please inform us as soon as possible, ideally within 24 hours of delivery. If possible, provide a clear description and photographs of the damaged arrangement. This helps us assess the situation quickly and fairly.

Freshness Window

Our promise to you includes a focus on freshness. All our floral arrangements are guaranteed to remain fresh for a minimum of five days from the time of delivery, provided that they are cared for according to the guidelines provided with your order. Should you notice your flowers wilting or deteriorating within this five-day period despite following care instructions, please let us know immediately so we can address your concerns.

Refunds and Replacement Options

If your order arrives either damaged or not up to our freshness standard, Florist Old Malden offers you flexible solutions. We can arrange for a complete replacement of the affected flowers or issue a full or partial refund, depending on the specific issue. Our team will review your case, and after verifying the concern, we will process your chosen resolution promptly. Your satisfaction is at the core of everything we do, and we aim to resolve any issue efficiently and fairly.

How to Make a Complaint

We strive to make each experience with Florist Old Malden memorable—in the best way possible. However, if we have fallen short of your expectation, we want to hear from you so we can make things right. To submit a complaint, please use our online enquiry form or contact us via the details provided on our website. Include your order number, a detailed explanation of the issue, and any supporting evidence (such as photographs of the flowers).

Every complaint is handled respectfully and as quickly as possible. Our experienced customer care team will acknowledge your correspondence, thoroughly investigate the issue, and keep you informed throughout the resolution process. We aim for swift and fair outcomes, always putting our customers’ satisfaction first.

Your Trusted Local Florist

Florist Old Malden is proud to serve Old Malden and nearby communities, providing beautiful, hand-crafted flower arrangements for all occasions. We believe in building long-lasting relationships with our customers through reliability, fresh flowers, and exceptional service. Whether you are shopping for your home, your workplace, or sending a thoughtful gift, you can trust Florist Old Malden to deliver quality and care every time.