Returns, Refunds & Complaints Information

Our Fresh Flowers Guarantee in New Cross

Florist New Cross is committed to delivering fresh flowers of the highest standard to every customer across New Cross and the surrounding area. We’re proud to be a trusted, local florist serving both households and businesses with reliable and personal service. Our fresh flowers guarantee means you can order with confidence, knowing your blooms will arrive vibrant and at their best.

Damaged-on-Arrival Policy

We take great care in preparing and delivering each order, but occasionally, damage can occur during transit. If your flowers arrive damaged, please let us know as soon as possible—ideally on the day of delivery. We kindly ask that you retain both the flowers and all packaging, as photographs of any damage will help us resolve your issue swiftly. Your satisfaction is our priority, and we are here to help should any concerns arise regarding delivery condition.

Freshness Window

Our flowers are sourced and arranged daily to ensure optimal freshness. Under typical home or office conditions in New Cross, we guarantee our flowers will remain fresh for a minimum of five days from the date of delivery. To enjoy your flowers for as long as possible, please follow any care instructions provided with your order. Should your flowers fade notably within this freshness window, and you have followed the recommended care, please contact us for further assistance.

Refund and Replacement Options

We strive for your complete satisfaction with every order. If your flowers arrive damaged or fail to meet our freshness promise, we offer a choice of an immediate replacement or a full refund, depending on your preference and the specific situation. Our team will work with you to understand the issue and arrange the most suitable resolution, whether that means a new bouquet delivered promptly or a refund processed back to your original method of payment. Please let us know your preferred outcome when raising your concern.

How to Make a Complaint

We value every customer and always aim to resolve complaints quickly and fairly. If you’re dissatisfied with any aspect of our service or flowers, please contact us within 48 hours of delivery. Provide as much detail as possible, including your order number and photographs if relevant, so we can fully investigate the issue. Our management team will review your complaint and respond with a proposed solution within two working days. In most cases, resolution can be achieved within a single working day.

Serving the Local New Cross Community

As a longstanding and trusted New Cross florist, we’re dedicated to supporting our customers and ensuring everyone receives beautiful, fresh flowers and a positive experience. Our returns, refunds, and complaints policies are designed for your peace of mind, so you can always rely on us for quality service and a local touch in every order.