Returns, Refunds & Complaints Information

Fresh Flowers Guarantee for Hackney Customers

At Florist Hackney, your satisfaction is at the heart of everything we do. We’re proud to be a trusted local florist, delivering fresh, beautiful arrangements to homes and businesses throughout Hackney and nearby areas. We understand that when you order flowers, you expect them to arrive vibrant and fresh — and that’s our promise to you.

Damaged-On-Arrival Policy

Your flowers should arrive looking stunning and intact. In the rare event that your arrangement arrives damaged or not in optimal condition, please notify us as soon as possible upon receipt, ideally within 24 hours. We kindly ask that you provide a photo of the damaged or unsatisfactory flowers to help us resolve the issue swiftly. Our team will review the situation and offer the best solution, which may include a replacement bouquet or a refund, depending on your preference and the circumstances.

Our Freshness Window

We guarantee the freshness of our flowers for a minimum of 5 days from the date of delivery. To ensure long-lasting enjoyment, please follow the care instructions provided with your bouquet. Should you notice that your flowers do not meet our freshness guarantee within this window, we encourage you to contact us immediately. Supporting evidence such as photographs will help us verify the issue and act quickly to resolve it to your satisfaction.

Refund and Replacement Options

If your delivered flowers fall short of our high-quality standards—whether due to damage on arrival or failing the freshness guarantee—we are committed to making it right. Depending on the situation, we can offer a full or partial refund, or arrange a prompt replacement. Your preferred outcome matters to us, so please let us know how you’d like us to proceed when you get in touch. Refunds are processed using the same method as your original payment, and replacements will be scheduled at your earliest convenience.

How to Make a Complaint

We take all feedback seriously, as it helps us grow and serve you better. If you’re unsatisfied with your experience for any reason, please reach out to us and provide as much detail as possible about your concern. Clearly explaining what went wrong and, if possible, providing supporting images, helps us investigate thoroughly. We aim to acknowledge all complaints within one working day and to resolve most issues within three working days. Should more time be needed, we’ll keep you updated every step of the way.

Your Trusted Local Florist in Hackney

Florist Hackney has built a reputation in the local community for dependable service and fresh, high-quality flowers. Whether serving households or businesses, we take pride in delivering floral arrangements that delight. Thank you for choosing us as your neighbourhood florist. We’re here to help if something isn’t right, and we’ll go the extra mile to ensure your satisfaction.