Our Fresh Flowers Guarantee and Complaints Policy

Returns, Refunds & Complaints

At Chessington Flowers, your satisfaction is our highest priority. We are proud to be your trusted local florist, serving both households and businesses in and around Chessington with top-quality blooms. Our commitment to freshness sets us apart, and we want you to enjoy your flowers at their absolute best. This page outlines our clear returns, refunds, and complaints policy, so you can order with confidence knowing we stand behind our products and service.

Fresh Flowers Guarantee in Chessington

We understand that the joy of gifting or receiving flowers relies on freshness and beauty. That’s why our fresh flowers guarantee means every arrangement is carefully handpicked and delivered in prime condition. We guarantee that your flowers will remain fresh for at least 5 days from the day of delivery, provided you follow the care instructions that come with your bouquet.

Damaged or Unsatisfactory Flowers on Arrival

While we take the utmost care with every delivery, we recognise that - on rare occasions - flowers may become damaged in transit or not meet our usual high standards. If your flowers arrive damaged or in poor condition, please notify us as soon as possible on the day of delivery. To help us resolve your issue swiftly, kindly provide clear photographs of the bouquet and its packaging. This allows us to determine what went wrong and stop it happening again.

Refunds and Replacements

If your flowers are damaged on arrival or do not meet our freshness guarantee, we offer two simple solutions:

• Replacement: We will arrange for a fresh bouquet to be delivered to you at the earliest opportunity, free of charge.
• Refund: If you prefer, we will refund the value of your order to your original method of payment.

Please note, refunds or replacements are available up to 5 days after delivery if your flowers fail to maintain their freshness within this window, when cared for as advised. Claims submitted beyond 5 days after delivery cannot be accepted due to the perishable nature of fresh flowers.

How to Make a Complaint

We are committed to resolving any issues quickly and fairly. Should you wish to make a complaint, please get in touch within 5 days of receiving your order. Provide your order number and as much detail as possible about the issue. Once we have all the information, our team will investigate and aim to provide a resolution within 48 hours.

We welcome your feedback on any aspect of our service, as it helps us to continually improve. At Chessington Flowers, our reputation as a reliable and caring local florist means everything, and we are proud to serve the Chessington community with exceptional flowers and service.

Trusted Local Florist Service

As a valued customer of Chessington Flowers, you can always rely on fair policies, expert florists, and personal service. Thank you for choosing us to brighten your home or business with beautiful, fresh flowers in Chessington. If you have any questions regarding your order, please reach out and we will be delighted to assist you.