Returns, Refunds & Complaints at Florist Tolworth
Our Fresh Flowers Guarantee for Tolworth
Florist Tolworth is dedicated to delivering the freshest flowers to our customers in Tolworth and surrounding areas. As your trusted local florist, we take pride in providing arrangements for homes and businesses with a guarantee of lasting freshness. We understand how important it is that your flowers arrive in perfect condition, and we stand by our promise to deliver only the best.
Damaged-on-Arrival Policy
We carefully package every order to ensure your flowers arrive beautifully and in top condition. On rare occasions, damage can occur during transit. If your flowers arrive damaged or in poor condition, please notify us immediately on the day of delivery. In order to process a claim, we may request a clear photo of the flowers and packaging, which helps us resolve the issue and improve our service. Our team will respond promptly to make things right.
Freshness Window
We guarantee the freshness of our flowers for a minimum of 5 days from the date of delivery, provided they are cared for following our guidelines included with your bouquet. If your flowers fail to meet this standard within the first 5 days, please let us know. The freshness guarantee is our commitment to delivering the renowned quality and vibrancy you expect from a local Tolworth florist.
Refund and Replacement Options
Your satisfaction is central to what we do at Florist Tolworth. If your flowers arrive damaged or are not as fresh as promised within the guaranteed window, we offer two solutions depending on your preference:
- Replacement: We will send a replacement arrangement to you at no additional cost, prioritising speedy delivery to maintain your special occasion.
- Refund: Alternatively, we can issue a full or partial refund according to the nature of the issue and your wishes. Refunds are processed promptly after confirming the problem, usually within 3-5 business days.
Please note that refunds/replacements are only applicable where the issue is reported within 5 days of delivery and is supported by photographic evidence if requested.
How to Raise a Complaint
Your feedback matters to us, and we are committed to resolving complaints efficiently and courteously. If you have any concerns about your order or our service, please reach out to us as soon as possible. When submitting a complaint, please provide:
- Your order reference or delivery name
- Details about your concern or issue
- A photo of the flowers (if applicable)
- Preferred resolution (replacement, refund, or other suggestion)
Our complaints team reviews all submissions carefully and aims to respond within 24 hours during business days. We always aim for fair resolutions that uphold our promise as Tolworth’s local floral specialists.
Trusted by Tolworth Households & Businesses
Florist Tolworth has built a reputation for quality, reliability, and personal service. As a long-standing member of the community, we value every customer and strive to make your experience with us worry-free. Whether you are ordering flowers for home, office, or a special event, you can be confident in our commitment to freshness and customer satisfaction. We thank you for supporting a genuine local florist and for trusting us with your floral gifts and occasions.
