Return, Refund & Complaint Information | Flowers Esher
Our Fresh Flowers Guarantee for Esher
At Flowers Esher, we believe every bouquet should arrive bursting with natural beauty and fragrance. Our fresh flowers guarantee ensures that all arrangements delivered in Esher and surrounding areas meet our strict standards for quality and freshness. As your trusted local florist, we take pride in serving both households and local businesses, standing by every floral order with confidence.
Damaged-on-Arrival Policy
While we take every precaution to deliver your flowers safely and in perfect condition, very occasionally issues can arise during transit. If your order arrives damaged, please inspect your flowers as soon as possible upon delivery. Should you notice any visible damage such as broken stems, wilting, or crushed petals, notify us promptly on the same day of receipt. We may request a photo to assess the situation and help us resolve your issue quickly and effectively.
Freshness Window Commitment
We are dedicated to providing the freshest flowers in Esher, sourced daily from trusted growers. Our bouquets and arrangements are backed by a minimum 5-day freshness window from the time of delivery, provided care instructions are followed. If you experience significant wilting or loss of freshness within this period, please get in touch so we can assist. Customer satisfaction is at the heart of everything we do.
Refund & Replacement Options
In the rare event that you are dissatisfied with your order due to damage or lack of freshness within the guaranteed window, Flowers Esher offers the following resolution options:
- Replacement: We can deliver a fresh bouquet to you as soon as possible, replacing the original at no extra cost.
- Full Refund: If a replacement is not suitable, we offer a full refund for the affected arrangement.
To qualify for a refund or replacement, please report your concern within 24 hours of receiving your flowers, supplying as much information as possible regarding your order and the issue encountered. Following our assessment, we will arrange your preferred solution promptly as part of our commitment to excellent customer care.
Our Complaints Process
Your experience as a Flowers Esher customer matters greatly to us. If you have a complaint or feedback about your order or service, we encourage you to contact us directly. Our local team will acknowledge your complaint within one working day and strive to resolve the matter quickly and fairly, keeping you informed at every stage. All concerns are handled by our dedicated customer care professionals who understand the value of trust in our community.
For more serious complaints, you may be asked to provide photographs or further details so we can fully investigate and provide an appropriate resolution. Our goal is to ensure every customer, whether household or business, feels confident choosing Flowers Esher time and again.
Proudly Serving Esher with Freshness & Care
As a local Esher florist, we are passionate about delivering not only the freshest flowers but also a personalised and reassuring customer experience. Whether you’re ordering for the office, for your home, or as a thoughtful gift, Flowers Esher is committed to your absolute satisfaction from bouquet to doorstep and beyond.
