Returns, Refunds & Florist Complaints Policy – Flowers Mortlake

Our Fresh Flowers Guarantee in Mortlake

At Flowers Mortlake, we are proud to be a trusted local florist serving both households and businesses in the Mortlake area. We know that when you order flowers, you expect only the freshest, most beautiful arrangements. That’s why every bouquet we deliver is covered by our Fresh Flowers Guarantee. We source our blooms directly from premium growers and hand-arrange them to ensure unrivalled quality, so you can always buy with confidence.

Damaged-on-Arrival & Freshness Window Policy

Your satisfaction is our top priority. Should your flowers arrive damaged or not meet the freshness standards expected of a premium Mortlake florist, we offer a full seven-day freshness window from the time of delivery. If you notice any damage or significant wilting within this period, please let us know as soon as possible. To help process your claim efficiently, we may request a photo of the affected arrangement.

Refunds and Replacements

If your flowers are found to be damaged on arrival or do not meet our freshness guarantee within the first seven days, we are happy to arrange either a replacement bouquet or a full refund—whichever you prefer. In most cases, a simple photograph of the flowers showing the issue will be sufficient for us to process your request. Where a replacement is arranged, we will prioritise it so you receive your fresh flowers as quickly as possible. If you choose a refund, it will be processed promptly using your original payment method.

How to Make a Complaint

If you are dissatisfied with your flowers or the level of service received, Flowers Mortlake is committed to resolving your concerns swiftly and fairly. To submit a complaint, please provide your order details, describe the issue clearly, and—if relevant—attach supporting photos. This helps us best understand and investigate the matter.

Once your complaint is received, a member of our team will review your case and respond as quickly as possible, usually within one working day. Our aim is to find a satisfactory resolution, whether through a replacement, refund, or another agreed outcome. We value your feedback and use it to enhance our service for all Mortlake customers.

Why Order with Flowers Mortlake?

As a longstanding and respected local florist, Flowers Mortlake takes pride in serving the Mortlake community. From individual homes to businesses and events, our reputation is built on delivering consistently fresh flowers and excellent customer care. Your trust matters to us, and every order is a reflection of our commitment to quality and satisfaction.

Contact Customer Care

Should you need to discuss a return, refund or complaint, our friendly customer care team is always here to help. Please have your order information handy and let us know how we can assist. We are dedicated to ensuring every customer has a positive experience with Flowers Mortlake.