Returns, Refunds and Complaints Policy

Our Commitment: Fresh Flowers Guarantee in Blackheath

At Blackheath Florist, we understand the importance of delivering beautiful, fresh flowers that delight our customers. As a trusted local florist serving the Blackheath area, we are dedicated to providing exceptional service to households and businesses nearby. Our fresh flowers guarantee ensures that your blooms arrive vibrant and full of life, just as you expect.

Damaged-on-Arrival Policy

Your satisfaction is our top priority. If your flowers arrive damaged or not in optimal condition, please notify us on the same day of delivery, along with photographs showing the problem. This helps us quickly assess the issue and ensures we can work to resolve it immediately. Damaged-on-arrival claims must be made within 24 hours of receiving your order for us to honour our policy.

Freshness Window

We are committed to delivering only the freshest blooms to your door. Our arrangements are carefully handcrafted with premium flowers, and with proper care, should last at least five days from the date of delivery. If you believe your flowers did not meet our freshness guarantee within this period, please reach out to us and we will review your case. Our team will always consider fair compensation or a resolution if the arrangement fails to meet our standard of freshness.

Refund and Replacement Options

If your order does not meet expectations due to reasons such as damaged flowers or not living up to our freshness promise, we offer clear options for resolution:

• Replacement: We will provide a replacement arrangement, delivered at a convenient time for you, to ensure you receive the quality you expected.
• Refund: In cases where a replacement is not possible or desired, we will offer a refund for the affected item(s).

Refunds are processed promptly to the original payment method after our team reviews your request. Please allow a short processing time for the refund to appear on your statements.

Complaints Process

Your feedback helps us continuously improve our service. If you experience any issues with your order, our complaints process is straightforward and designed with your convenience in mind:

1. Contact us as soon as possible to explain your concern, supplying your order details and photos if relevant.
2. Our caring local team will acknowledge your complaint within one business day and investigate the issue thoroughly.
3. We will communicate with you throughout the process and propose a solution, whether this is a replacement, refund, or another suitable remedy.
4. Your satisfaction is our main goal, and we aim to resolve complaints quickly and fairly, always striving to exceed your expectations as your local Blackheath florist.

Trusted Local Service in Blackheath

As a reputable neighbourhood florist, Blackheath Florist proudly serves both residential and business clients in Blackheath and surrounding areas. Our loyal customers appreciate our integrity, transparency, and friendly approach to service. We appreciate the opportunity to serve the community and look forward to delivering many moments of floral joy.

If you have any questions about our Returns, Refunds & Complaints Policy or wish to discuss an order, please contact us directly. Thank you for choosing Blackheath Florist—where freshness and customer care are always in bloom.