Returns, Refunds & Complaints Policy

Our Fresh Flowers Guarantee

Hornsey Florist is proud to be your trusted local florist, serving both households and businesses in Hornsey and the surrounding areas. We are passionate about premium quality and vibrant, fresh flowers. Every arrangement is expertly crafted and delivered at the peak of freshness. Our Fresh Flowers Guarantee means we stand behind every bouquet: if your flowers are not fresh or arrive in unsatisfactory condition, we will make it right.

Damaged-on-Arrival Policy

We take great care in packaging and delivering your flowers. However, if your order arrives damaged or not as expected, please notify us as soon as possible—ideally within 24 hours of delivery. We kindly request that you provide a photograph of the damaged flowers along with your order details. This helps us assess the issue quickly and offer a resolution.

Freshness Window

Our flowers are always delivered fresh and should last for the period reasonably expected, which for most arrangements is a minimum of 5 days from the date of delivery, with proper care. If your flowers wilt or deteriorate significantly within this guaranteed freshness window, and you have followed our flower care instructions, please get in touch so we can investigate further and provide support.

Refund & Replacement Options

Customer satisfaction is at the heart of what we do. If your flowers are damaged on arrival or do not meet our freshness promise, you are entitled to choose either a full refund or a replacement bouquet, delivered at no extra cost. We will process refunds or arrange replacements as swiftly as possible, usually within 3-5 working days after your claim has been validated. Please note that we may require the original arrangement or packaging to be retained for collection or assessment.

Complaints Process

If you are unhappy with any aspect of your order or our service, we want to hear from you. Please contact us with your order number, details of your concerns, and any supporting images if relevant. Our dedicated team will review your complaint thoroughly and respond promptly, aiming to resolve all issues to your satisfaction. We pride ourselves on providing exceptional local service, and your feedback helps us to continuously improve.

Trusted Local Service in Hornsey

Hornsey Florist is committed to delivering not only the freshest flowers but also reliable, neighbourly service you can count on. We have established ourselves as a dependable florist within the Hornsey community, and customer trust is at the centre of everything we do. Thank you for choosing us to brighten your home or workplace with beautiful, fresh blooms.