Refunds, Returns & Complaints Policy

Our Fresh Flower Guarantee in Dulwich

At Dulwich Flowers, we are dedicated to providing the freshest, most vibrant flowers to our valued customers in Dulwich and surrounding areas. Our Fresh Flower Guarantee ensures that every bouquet or arrangement leaving our shop meets our strict standards of quality and beauty, whether it’s for your home, business, or a special occasion. As a trusted local Dulwich florist, your satisfaction is our top priority.

Damaged-on-Arrival Policy

We take care in packaging and delivering your flowers, but should your arrangement arrive damaged, please let us know as soon as possible—preferably within 24 hours of receipt. To ensure a smooth resolution, we may request a photograph of the damaged flowers. This helps us address the issue quickly and maintain our high standards of service. Once confirmed, we will immediately arrange a free replacement or offer a full refund depending on your preference.

Freshness Window & Quality Concerns

Our flowers are backed by a freshness window of at least five days from the date of delivery when cared for as recommended. In the unlikely event your flowers wilt or deteriorate before this period, please contact us within these five days. We kindly ask you to provide photos and details about the care given. We’ll work with you promptly to provide a fair solution—commonly a replacement or a refund. Our reputation as a reliable Dulwich florist is built upon ensuring every customer enjoys beautiful, lasting blooms.

Refund & Replacement Options

If your flowers arrive damaged or do not meet our freshness guarantee, you can choose between a full refund or a replacement bouquet at no extra charge. Should you request a refund, we will process this in the same method as your original payment. If you opt for a replacement, we will arrange a convenient delivery time as soon as possible. Please note, returns may not be possible once flowers have been used for events or if the complaint is made after the five-day freshness period, unless clear evidence is provided. Your statutory rights are not affected.

Complaints Process

Your experience with Dulwich Flowers matters deeply to us. If you wish to make a complaint or raise a concern not covered above, we recommend submitting all relevant details including order reference and photographs if applicable. Our team will acknowledge receipt promptly and aim to investigate and resolve complaints within 2-3 working days. We believe in open communication, treating all feedback as an opportunity to grow and serve our Dulwich community better.

Serving Dulwich Households & Businesses

Dulwich Flowers is proud to be the local choice for homes and businesses throughout the area. Every order is prepared with care by our skilled team who share a passion for flowers and delighting customers. Thank you for supporting a trusted Dulwich florist who stands behind every bouquet delivered.