Returns, Refunds and Complaints Policy

Our Commitment to Freshness in Colney Hatch

At Colney Hatch Florist, we take pride in delivering the finest fresh flowers to homes and businesses in the Colney Hatch area and surrounding neighbourhoods. As a trusted local florist, we offer a Fresh Flowers Guarantee to ensure your arrangements arrive looking vibrant and beautiful.

Fresh Flowers Guarantee & Freshness Window

When you order from Colney Hatch Florist, your floral arrangement is hand-crafted and delivered at peak freshness. We guarantee that your flowers will look fresh and healthy for a minimum window of five (5) days from the delivery date, provided they are cared for according to the instructions provided.

Damaged-on-Arrival Policy

We take every precaution to ensure your bouquets arrive in perfect condition. In the rare event that your flowers or arrangements arrive damaged or noticeably wilted, please contact us within 24 hours of delivery. Retain the original packaging and take clear photographs of the damaged flowers or items to support your claim. This enables us to address issues effectively and promptly.

Refunds and Replacement Options

Your satisfaction is our priority. If flowers are found to be unsatisfactory upon delivery, or if they fail to meet our Fresh Flowers Guarantee within the specified freshness window, we offer the following solutions:

• Replacement: We can deliver a replacement bouquet or arrangement of equal value to your preferred address on the next available delivery slot.
• Refund: Where replacement is not feasible or preferred, we can issue a full or partial refund, depending on the nature of the issue. Refunds will be processed to the original payment method within 5-7 business days of approval.

Please notify us as soon as possible (ideally within 24-48 hours of delivery or of noticing the issue) to ensure we can resolve the matter to your satisfaction.

How to Make a Complaint

We continually strive to provide an excellent service to each of our Colney Hatch customers. If you have any concerns or are dissatisfied with any aspect of your order, we encourage you to share your feedback. Our complaints process is open, fair, and designed to resolve issues swiftly:

• Contact us with details about your complaint, including your order reference and any relevant information or evidence (such as photos).
• Our team will acknowledge your complaint within one business day and begin investigating the matter.
• We aim to respond with a resolution or a timeline for resolution within 3 business days.

All complaints are treated confidentially and taken seriously. We appreciate your feedback, as it helps us continue to serve Colney Hatch households and businesses at the highest standard.

Why Choose Colney Hatch Florist?

As an established, trusted local florist, we are dedicated to bringing fresh flowers and exceptional customer service to Colney Hatch and neighbouring communities. Our returns and complaints policy reflects our commitment to your satisfaction and to maintaining the high standards for which we are known.

Thank you for choosing Colney Hatch Florist—your local expert for fresh, beautiful blooms and reliable flower delivery.