Returns, Refunds & Complaints Policy
Our Fresh Flowers Guarantee in Mortlake
As a trusted local florist serving Mortlake households and businesses, Mortlake Florist is committed to delivering the finest, freshest flowers every time you order. We stand by the exceptional quality and freshness of our blooms. If any product does not meet your expectations, our friendly team is here to resolve it quickly and courteously, reflecting our dedication to customer satisfaction within Mortlake and the surrounding community.
Damaged-on-Arrival Policy
Your flowers should arrive in perfect condition, ready to brighten your home or workplace. Should any bouquet or arrangement arrive damaged or unsatisfactory, please notify us within 24 hours of delivery. Photographic evidence of the damage will help us assess and resolve your issue swiftly. This allows our team to uphold rigorous quality standards and ensure that every Mortlake delivery meets our Fresh Flowers Guarantee.
Freshness Window
We guarantee the freshness of our flowers for a minimum of five days from delivery, provided they are cared for according to our instructions. Factors such as room temperature, water changes, and vase hygiene can affect longevity, so we recommend following the flower care tips that accompany your order. Should you notice premature wilting or signs of poor freshness within this window, please contact us to discuss the matter further.
Refund and Replacement Options
If your flowers are damaged on arrival or do not meet our Fresh Flowers Guarantee, we offer two options for resolution:
- Replacement: We can arrange for a fresh replacement bouquet or arrangement to be delivered at the earliest convenience, at no extra cost to you.
- Refund: If you prefer, we can process a full or partial refund to your original payment method, depending on the nature of the issue.
Our team will review each case individually. To process your request smoothly, please provide proof of purchase and images of the flowers where applicable. Refunds and replacements will be actioned as soon as the issue is confirmed by our customer service team.
Complaints Process
Your feedback matters to us. Should your experience fall short of expectations at any stage, we encourage you to submit your complaint as soon as possible. Our team is committed to providing a prompt and empathetic response. Here’s how we handle complaints:
- Contact: Get in touch with a detailed description of your concern, including your order details and any relevant information.
- Assessment: Our team will review your complaint, ask for further information if necessary, and investigate the matter.
- Resolution: We will propose a fair resolution, which may include a replacement, refund, or other suitable compensation based on our policies.
All complaints are taken seriously and are addressed in the order they are received. We strive to respond to all queries and complaints within two business days.
Mortlake's Local Florist Promise
Mortlake Florist takes pride in serving the Mortlake area with integrity, reliability, and passion for exceptional floral design. Our Returns, Refunds & Complaints policy reflects our promise to every customer. We value your trust and look forward to helping you celebrate life’s moments with fresh, beautiful flowers—delivered with assurance and care.
