Returns, Refunds and Complaints Policy

Our Commitment to Fresh Flower Quality in St Mary Cray

At Florist St Mary Cray, we take great pride in being a trusted local florist serving households and businesses throughout St Mary Cray and the surrounding area. Our mission is to deliver the freshest flowers, beautifully arranged and carefully packed, every single time. We stand behind our fresh flowers guarantee so you can always order with total confidence.

Freshness Guarantee & Window

We guarantee that all our flowers are delivered at peak freshness. Each arrangement is prepared to order with strict quality checks, so your gift arrives vibrant and in perfect condition. Our freshness window promises that, with normal care, your flowers will last at least 5 days from delivery. If you experience any quality issues within this window, please reach out to us right away so we can help make it right.

Damaged or Unsatisfactory Flowers on Arrival

If your flowers arrive in a damaged condition or do not meet your expectations for freshness, we sincerely apologise. While we take every precaution to protect your order in transit, sometimes accidents can happen. Should your flowers reach you in less than optimal condition, please contact us as soon as possible on the day of delivery. This enables us to review the issue promptly and offer a fast resolution.

To help us assess the situation, we may request photos of the arrangement as received, including any packaging. This ensures we can both confirm the problem and work with our couriers to prevent recurrence.

Refunds & Replacements

If it is determined that your flowers were damaged on arrival or fail to meet our freshness guarantee within the specified window, we are happy to offer you a choice:

• A full or partial refund for your order, depending on the extent of the issue
• A replacement bouquet sent out at the earliest opportunity, at no additional charge

Your satisfaction is very important to us. Our customer care team will discuss options with you to ensure an outcome that meets your needs.

Complaints Process

We value your feedback and take all complaints seriously. If you have concerns regarding your order, our service, or any aspect of your experience, please let us know. The process is simple:

1. Contact us within 48 hours of your delivery or from when the issue is identified.
2. Provide your order details and a clear description of your complaint.
3. If relevant, please provide photographs to help us understand the issue.
4. Our dedicated team will investigate and aim to respond within 2 working days with an initial resolution or further questions if needed.

We are committed to resolving all concerns fairly, openly, and as swiftly as possible. Your trust matters to us, and we use feedback to continually improve our service for the St Mary Cray community.

Trusted Local Florist

Florist St Mary Cray is proud to be a respected and dependable local business, delivering reliable service and fresh, stunning blooms to our neighbours. Thank you for choosing us for your flower needs. If you have any questions about our returns, refunds, or complaints process, please don’t hesitate to contact us. We are here to help ensure your complete satisfaction every time you order.