Returns, Refunds and Complaints Policy

Our Commitment to Freshness and Satisfaction

At Merton Florist, we are dedicated to delivering premium quality, freshly arranged flowers to every household and business in Merton and surrounding areas. Our longstanding reputation as a trusted local florist is grounded in our Fresh Flowers Guarantee—every bouquet leaves our shop in perfect condition, ready to delight its recipient.

Fresh Flowers Guarantee

We pride ourselves on providing blooms that are vibrant, fragrant, and long-lasting. Our Fresh Flowers Guarantee ensures that all flowers from Merton Florist will remain fresh for a minimum of five days from the date of delivery, provided they are cared for following our included care instructions. Should you find that your arrangement does not meet these expectations, we are here to help.

Damaged-on-Arrival Policy

If your flowers arrive damaged or not as described, please let us know as soon as possible after delivery. To help us resolve your issue quickly, we kindly request a clear photograph of the arrangement showing any damage or concerns. This will help us to determine the best resolution, which may include a full refund or a replacement bouquet at no extra charge.

Eligibility Window for Return & Refund

We ask that any concerns regarding freshness, damage, or quality be reported within 24 hours of delivery. This helps us investigate the issue while the flowers are still in their original state. Beyond this window, we may be unable to verify concerns related to transportation or care, but we will always do our best to assist.

Refund or Replacement Options

Your satisfaction is at the heart of what we do. Depending on the situation, we offer the following remedies:

• Full Refund: If your flowers do not arrive in acceptable condition or do not reflect your order, you may request a full refund.
• Replacement Bouquet: Prefer a new arrangement? We can provide a prompt replacement of your original bouquet, crafted fresh and delivered as soon as possible.

To facilitate a quick resolution, our team may request photos and details regarding the delivery, so we can better understand and address your concerns.

Complaints Procedure

We value all feedback as it helps us grow and serve the Merton community to a higher standard. If you wish to make a complaint about any aspect of your order or our service, please follow these steps:

1. Contact us: Notify us of your complaint, providing details about your order and any relevant photographs.
2. Review process: Our customer care team will promptly review your complaint. Most issues are resolved within two working days.
3. Resolution: You will receive a written response, outlining the steps taken to resolve your complaint, which may include a refund, replacement, or other appropriate action based on the nature of the issue.

Why Choose Merton Florist?

As a proud local business, Merton Florist serves both households and companies within Merton and neighbouring areas. Our expert florists expertly handcraft every bouquet, ensuring vibrant freshness and timely delivery. We stand by our promises—your happiness is our priority.

Thank You for Trusting Us

We appreciate your trust in Merton Florist for all your special occasions, celebrations, and everyday floral needs. Our policies reflect our dedication to outstanding quality and service. Should you ever have concerns, know that your satisfaction is our top priority. Thank you for allowing us to brighten your day with nature’s finest blooms.