At Surbiton Florist, we take pride in being a trusted local flower shop, serving households and businesses throughout the Surbiton area. We believe every customer deserves beautifully fresh and vibrant flowers with every order. Our team is committed to ensuring each bouquet is delivered in perfect condition. This page outlines our policies on returns, refunds, and how we handle complaints, to guarantee you a positive experience every time you choose us for your floral needs.
Your order is protected by our Surbiton Florist Freshness Guarantee. We only deliver flowers at their seasonal best, ensuring quality and longevity. If your flowers appear anything less than beautifully fresh upon arrival, please let us know as soon as possible, as we want your arrangement to be enjoyed at its vibrant best.
Although rare, should your flowers arrive damaged or not in the expected condition, please contact us within 24 hours of delivery. To assist us in quickly resolving the issue, we ask for a clear photo of the flowers and packaging upon arrival. This helps us assess the situation and provide you with a suitable resolution—whether that is a refund, replacement, or another remedy as appropriate.
We guarantee the freshness of your flowers for a minimum of 5 days from delivery, assuming they are cared for appropriately. Our care card is included with every arrangement to help you keep your bouquet at its best. If, despite this, your flowers wilt or decline unusually quickly within this freshness window, get in touch with us promptly so we can make it right.
Surbiton Florist offers both refund and replacement options if your delivery does not meet our high standards for freshness and quality. Once your claim is reviewed and approved, you may choose between a direct refund to your original payment method or a replacement delivery on the next suitable date. Refunds are processed as swiftly as possible, but please allow a few working days for completion, depending on your payment provider.
Your feedback is important to us. If you wish to make a complaint about your experience, our products, or our service, please get in touch with our customer care team. We take all complaints seriously and aim to resolve them within two working days whenever possible. Please provide as much detail as you can, including your order reference, so we can investigate thoroughly and reach a fair resolution. We’ll keep you informed throughout the process for your peace of mind.
We are proud to be your local Surbiton florist, with a reputation for dependable and friendly service in the community. Whether it’s a one-off bouquet or regular floral arrangements for your home or workplace, our commitment is always to excellence, quality, and your complete satisfaction. Thank you for choosing Surbiton Florist for your fresh flowers in Surbiton.
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