At Prestige Flowers, we pride ourselves on delivering hundreds of thousands of fresh bouquets across the UK each year, aiming to provide exceptional service and expertly arranged flowers by our team of florists.
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Occasionally, mistakes happen, and if our service falls short, we take it personally. While we're human and errors can occur, we strive to get things right the first time. Your satisfaction is crucial to us, and we appreciate your feedback to continually improve.
If you're not entirely satisfied with your bouquet or experience, please contact us via email, live chat or via our dedicated customer service line for assistance where one of our team will be happy to assist you. We're committed to addressing any issues promptly, especially if they're directly our fault and will strive to help resolve the matter.
Our 100% satisfaction guarantee solely covers aspects under our direct control and doesn't extend to third-party actions. Next-day delivery isn't guaranteed as it's fulfilled by a courier.
Please note that our guarantee doesn't apply to issues beyond our control, such as incomplete or incorrect addresses which have been inputed, recipient refusals, unsuccessful delivery attempts or transit delays. Please also note, that once your bouquet or gift has been despatched, we are unable to change the delivery address.
Refunds and resends are at our discretion and may involve investigation with our courier, potentially taking up to 7 working days.
In the unfortunate event of a non-delivery on the delivery date you selected, we'll either refund, redeliver or upgrade your order. However, this doesn't apply to courier-delivered flowers.
If deliveries are late (over 3 working days) of the delivery date you selected, Prestige Flowers will refund the delivery cost. Remote areas may require an additional working day in transit time. Including, but not exhaustive to The Channel islands, The Isle of Man, Jersey, Shetland Islands, The further reaches of Scotland & Wales, The Isle of Skye and other islands around the UK. Deliveries may be delivered early during peak events.
If your bouquet arrives in poor condition, we are happy to send a replacement bouquet, however please note that we do require a photo of the bouquet within 3 days of it being delivered for clarification.
If for whatever reason Prestige Flowers are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date.
If for whatever reason we deliver a bouquet not suitable for the specified occasion, we will of course send out the correct bouquet to your recipient, we may require a photo to clarify which flowers were delivered purely for our own records. This excludes bouquets that have had stems replaced due availability issues or stems being out of season, which will be replaced by suitable available stems of an equal value.
Please note, that free items are subject to availability at the time of purchase. We must be notified within 7 days of any issues with your order. Compensation for problematic orders will be in the form of a full or partial refund against the original amount.
Our office hours are Mon-Fri, 9AM to 5PM, and all correspondence will be addressed within this timeframe.We will show you all available products which are related to your query.
