Returns, Refunds and Complaints Policy

Our Promise: Fresh Flower Guarantee for Hanwell

As a trusted local Hanwell florist, Florist Hanwell is committed to delivering the freshest, highest-quality flowers to all our customers—households and businesses alike. We take pride in our hand-selected blooms and expert arrangements. Our goal is to make sure every bouquet brightens your day and stays fresh for as long as possible.

Damaged-on-Arrival Policy

We understand how important it is for your flowers to arrive in perfect condition. If you receive flowers that are damaged on arrival, please notify us within 24 hours of delivery. Damage may include broken stems, wilted flowers, or other issues occurring during transit. To help us resolve the matter quickly, we may request a photo of the arrangement as received.

If your claim is approved, you will be eligible for either a free replacement or a full refund, depending on your preference.

Freshness Window & Guarantee

We guarantee that all flowers from Florist Hanwell are supplied fresh on the day of delivery. We expect our arrangements, when cared for according to the included instructions, to remain vibrant for a minimum of five days. Should you find that your blooms do not meet this standard of freshness within this window, please reach out to us promptly so we can put things right.

Our commitment to freshness applies to all flowers hand-delivered in Hanwell and surrounding areas. We select only the best quality stems to curate arrangements that last, ensuring your satisfaction with every order.

Refund & Replacement Options

Customer happiness is at the heart of Florist Hanwell. If there's an issue with your order due to quality, freshness, or a mix-up, we offer two straightforward options:

• Replacement: We will send a new arrangement as soon as possible at no additional cost to you.
• Refund: If you prefer, we can process a full refund to your original payment method. Refunds are typically issued within 3-5 business days.

Simply notify us of any concerns within two days of receiving your flowers, and we will take care of the rest swiftly and professionally.

Resolving Complaints Efficiently

Your feedback matters to us. If there’s any aspect of your Florist Hanwell experience that doesn’t meet your expectations, we encourage you to let us know. Our complaints process is straightforward:

1. Contact us with details of your concern and your order reference (if possible).
2. Our customer services team will review your complaint and usually respond within one working day.
3. We will strive to resolve your complaint to your satisfaction, whether that involves a replacement, refund, or another suitable remedy.

We Value Your Trust as Hanwell’s Local Florist

Serving the Hanwell community, Florist Hanwell is passionate about delivering not only beautiful fresh blooms but also reliable, friendly service every time. Your happiness with the flowers we deliver to your home or business is our top priority. Thank you for supporting your local florist—we appreciate your trust and loyalty.