Our Flower Returns & Complaints Policy
Our Freshness Guarantee in Elephant and Castle
At Elephant and Castle Flowers, we pride ourselves on delivering only the freshest blooms to homes and businesses in the local area. Our fresh Flowers Guarantee means every bouquet or arrangement is crafted with premium stems, designed to bring lasting beauty and fragrance to your space. We know how important freshness is, so if your flowers do not meet expectations, we’re here to help.
Damaged-On-Arrival Policy
Your order should arrive looking perfect. In the unlikely event your flowers are damaged in transit or arrive in an unsatisfactory condition, please notify us as soon as possible. We kindly ask that you retain the original packaging and offer a photograph of the damaged goods to help us understand the issue. Prompt reporting allows us to review and resolve the situation quickly for you.
Our Freshness Window
Elephant and Castle Flowers guarantees that your flowers will remain fresh for a minimum of five days from delivery, provided they are cared for according to our instructions (included with each bouquet). Should your blooms deteriorate within this freshness window, reach out so we can address the problem. Outside this period, we will still do our best to help, but cannot always offer a replacement or refund.
Refunds and Replacements
Your satisfaction is our priority. If your flowers arrive damaged, or do not stay fresh within the guaranteed period, you may choose between a replacement bouquet or a full refund. Our team will assess the concern based on your description and photographic evidence, ensuring a fair and timely resolution. Refunds are processed to the original method of payment, and replacements are delivered at no extra charge to addresses within Elephant and Castle and nearby areas.
Complaints Procedure
We want every customer to enjoy their experience with Elephant and Castle Flowers. If you’re dissatisfied with your flowers or our service, please let us know immediately. Our complaints process is simple and transparent:
- Contact us via our contact form or in person at our shop with your order details and issue summary.
- We will acknowledge your complaint and respond within 24-48 hours.
- Our team will investigate and offer a suitable resolution—either a replacement, refund, or another remedy where appropriate.
- If you are not satisfied with our proposed solution, you may escalate the matter to a senior team member for further review.
All feedback is appreciated, helping us continually improve our service as a trusted Elephant and Castle florist.
Proud to be Your Local Florist
We are a dedicated local florist serving Elephant and Castle and the surrounding community. From individual customers to businesses, we strive to deliver exceptional quality and outstanding customer care with every order. Thank you for choosing Elephant and Castle Flowers for your floral needs.
If you need more information on our Returns, Refunds & Complaints Policy, please contact us or visit our shop. We look forward to assisting you and ensuring your flower delivery meets our highest standards.
