Returns, Refunds & Complaints
Our Promise: Fresh Flowers for Hornchurch
At Hornchurch Flowers, we pride ourselves on delivering exquisite, hand-crafted floral arrangements with a fresh flowers guarantee. As a trusted Hornchurch florist, our mission is to make every customer delighted — whether you’re ordering for your home, workplace, or a special occasion. We serve the Hornchurch community with respect, artistry, and care, and stand behind the quality of every bouquet we send.
Damaged-on-Arrival Policy
Your flowers should arrive looking beautiful and exactly as expected. If your delivery arrives damaged or significantly different from your order, please let us know within 24 hours of receipt. To help us resolve the matter swiftly, we may request photos of the flowers and packaging. Once verified, we will provide a refund or replacement based on your preference and availability.
Freshness Window Guarantee
We guarantee the freshness of our flowers on every order delivered in and around Hornchurch. With proper care, your arrangement should remain fresh for a minimum of 5 days after delivery. Should you notice that your flowers do not meet this standard within the freshness window, please contact us promptly to discuss a suitable resolution. Our team will offer advice for care or provide a replacement or refund as appropriate.
Refunds & Replacement Options
Customer satisfaction is at the heart of what we do. If you have any issues with your order, you may be eligible for one of the following depending on the circumstances:
- Full Refund – If flowers are damaged, not as described, or fail to meet our freshness standards.
- Replacement Bouquet – We can redeliver a bouquet of equal value to your specified address.
- Store Credit – For eligible issues, we can issue you credit toward your next Hornchurch Flowers order.
Please note: To qualify for a return, refund, or replacement, you may be asked to provide photographs of the arrangement and to return the original product where possible.
How to Raise a Complaint
Your feedback enables us to keep improving our standards and service. Should you have a complaint about your flowers, delivery, or any aspect of your Hornchurch Flowers experience, please reach out to us as soon as possible. Clearly describe the issue and include relevant details such as order number and date. Our customer care team will acknowledge receipt of your complaint within one working day and aim to resolve all issues swiftly and fairly.
We review all complaints individually and treat your feedback seriously. In cases requiring investigation, we strive to respond with a resolution or update within 2-3 business days.
Trusted Local Service for Hornchurch
Hornchurch Flowers is committed to being your reliable, local flower shop — serving households and businesses across Hornchurch with genuine care. Our reputation rests on delivering only the freshest flowers and ensuring every customer’s day is brighter for having shopped with us. If you have any questions regarding our returns, refunds, or complaints process, please do not hesitate to reach out. We cherish the trust our community has in us and look forward to delighting you with every order.
