Our Returns, Refunds & Complaints Promise

Our Commitment to Freshness in Bermondsey

At Bermondsey Flowers, we take great pride in being your trusted local florist, serving households and businesses throughout Bermondsey. Our promise is simple: to deliver only the freshest flowers, hand-selected and arranged with care, right to your door. We understand just how important it is for your arrangement to arrive in perfect condition. Your satisfaction and the longevity of our flowers are at the heart of everything we do.

Fresh Flowers Guarantee & Freshness Window

We guarantee the freshness of our flowers upon arrival and for a minimum window of 5 days from delivery when cared for according to our guidelines. Every bouquet is meticulously prepared on the day of dispatch to ensure maximum quality and vase life for our customers in Bermondsey.

Damaged-on-Arrival Policy

Although we take every precaution to ensure your flowers reach you in pristine condition, sometimes factors beyond our control may result in damage during transit. If your flowers appear wilted, bruised, or broken upon arrival, please let us know within 24 hours of receiving your bouquet. This allows us to assess the issue quickly and provide a prompt solution. We may request photographs to better understand the problem and improve our service in the future.

Refunds and Replacements

Your peace of mind is important to us. If you have received flowers that are damaged or not as described, you have the option to request either a full refund or a replacement bouquet. Please notify us as soon as possible—ideally within 24 hours for damaged items and within the 5-day freshness guarantee window for non-damaged but unsatisfactory bouquets. We aim to resolve all refund or replacement requests efficiently and to your complete satisfaction. Your replacement arrangement will be prioritised and delivered to your address in Bermondsey at the earliest possible opportunity.

Complaints Process

If for any reason you are unhappy with your order or the service provided, we welcome your feedback. Our complaint process is transparent and simple:

1. Contact us with your order details, a description of the issue, and any supporting photographs if applicable.
2. Our team will acknowledge receipt of your complaint within one working day and investigate the matter thoroughly.
3. We will propose a resolution, which may include a replacement, a full or partial refund, or an alternative arrangement, depending on the circumstances.
4. We will always strive to resolve complaints within three working days to maintain the high standards Bermondsey residents and businesses expect from their local florist.

Your Trusted Local Bermondsey Florist

We truly appreciate the trust you place in Bermondsey Flowers. As a dedicated local florist, we are proud to serve our neighbours, both at home and in the workplace, with a commitment to quality, professionalism, and transparency. If you have any questions about our returns, refunds, or complaints policies, please reach out. We are always here to ensure that your experience with Bermondsey Flowers is beautiful from start to finish.