Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in Silvertown
At Silvertown Florist, we are committed to delivering only the freshest flowers to our valued customers across Silvertown. As a trusted local florist, we take great pride in our fresh flowers guarantee. All arrangements are hand-crafted on the day of delivery to ensure lasting beauty and maximum freshness for homes and businesses in our neighbourhood.
Damaged-on-Arrival Policy
Your satisfaction is our top priority. If your flowers or plants arrive damaged or not as described, please let us know within 24 hours of delivery. We kindly request that you take clear photos of the affected items so we can better understand the issue and act quickly to resolve it. Our team will review your case as a matter of urgency and offer a suitable solution, ranging from a prompt replacement to a full refund.
Flower Freshness Window
Our quality promise ensures that our fresh flowers stay beautiful for a minimum of five days from the delivery date, provided they are cared for according to the enclosed flower care instructions. If your bouquet fails to meet these standards of freshness within this period, simply reach out to us. We will be happy to discuss your concerns and put things right.
Refunds & Replacement Options
If you are unhappy with your purchase for any reason within the freshness window, please contact us promptly with your order details and any supporting information or imagery. Depending on the circumstances, we can offer:
- Replacement: A new bouquet or arrangement sent to your address, free of charge.
- Partial Refund: A refund for part of your order if only a portion is affected.
- Full Refund: If the entire order is unsatisfactory or was not delivered as promised.
Your feedback allows us to continually improve our service and product offerings to Silvertown’s community. All refunds are processed via your original payment method and typically appear within 3-5 working days, depending on your bank or card provider.
Complaints Process
If you have a complaint about our products or service, we want to hear from you. Please provide your order number, a detailed description of the issue, and any relevant photos to help us understand and resolve your concern efficiently.
All complaints are treated professionally and with care by our small, local team. On receipt of your complaint, we will acknowledge it within one working day and aim to resolve the matter as quickly as possible, keeping you informed throughout the process.
Trusted Local Service
As a dedicated Silvertown florist, we have built our reputation on friendly customer service and consistent flower quality. We proudly serve households and businesses throughout the Silvertown area. Thank you for choosing Silvertown Florist for your floral needs—we look forward to delighting you with every order.
