Our Fresh Flower Guarantee and Returns Policy

Returns, Refunds & Complaints Policy

At Old Malden Florist, we take immense pride in being your trusted local florist, delivering fresh, beautiful flowers across Old Malden and the surrounding areas. Our team is dedicated to ensuring every bouquet reaches its recipient in perfect condition, bringing joy to households and businesses in our community. Your satisfaction is extremely important to us, and we strive to make every floral experience memorable. Please read our comprehensive Returns, Refunds & Complaints policy below, designed to give you complete confidence when ordering flowers from us.

Fresh Flowers Guarantee in Old Malden

We guarantee the quality and freshness of every floral arrangement dispatched from Old Malden Florist. Each bouquet is handcrafted on the day of delivery using freshly sourced flowers, ensuring a minimum freshness period of 5 days from the date of arrival, provided the bouquet is cared for as instructed. If you experience any issues with the freshness of your flowers within this window, please let us know as soon as possible so we can help resolve the matter.

Damaged-on-Arrival Policy

If your flowers arrive damaged or not up to our usual high standards, we sincerely apologise for the inconvenience. We ask that you contact us within 24 hours of receipt, including a photograph of the damaged product where possible. This allows us to review the issue promptly and determine the best course of action to put things right for you.

Refund and Replacement Options

Your happiness with our floral creations is our top priority. If you make us aware of a problem with the condition or quality of your flowers within the guaranteed freshness period, we will offer you the following options:

• Replacement: We will deliver a fresh replacement bouquet to you or your recipient at the earliest possible time, free of charge.
• Refund: Alternatively, you may request a full or partial refund, depending on the extent of the issue.

Please note that due to the perishable nature of flowers, refunds and replacements can only be processed if we are notified within 5 days of delivery and provided with sufficient details and, if possible, a photo of the arrangement.

Complaints Process

We view all feedback as an opportunity to improve our service. If you have a complaint or concern about your order or experience with Old Malden Florist, please contact us at your earliest convenience. Our helpful team will acknowledge your message promptly, investigate the details, and offer a resolution suitable for the situation. We aim to resolve all complaints swiftly, fairly, and to your complete satisfaction. Should our initial response not meet your expectations, your concern can be further escalated for review by a senior member of staff.

Why Choose Old Malden Florist?

We have built our reputation as a reliable and trusted local florist in Old Malden by consistently delivering exceptional flowers and personalised service. Whether for personal celebrations or business clients, our passion for beautiful floristry and commitment to customer satisfaction shines through every arrangement we create.

Thank you for choosing Old Malden Florist. We are here to help, whatever your floral needs, and you can order with full confidence in our freshness promise and customer care.