100% Satisfaction Guarantee
Doing all we can to ensure a fresh bouquet is delivered to your recipientAt Prestige Flowers we deliver thousands of bouquets a year to every corner of the United Kingdom to delighted recipients and strive to give the best possible service and of course deliver the best & freshest bouquets expertly arranged by our team of florists.
From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn't been anything but plain sailing. We are human after all but we really do try our best to get it right the first time.
If you are not 100% happy with your bouquet buying experience with us please get in touch and let us know, we really do appreciate feedback from you guys and are always striving to better our service. You can get in touch via email or our state of the art live chat service where one of our customer service team will be very happy to assist you. If a problem with your order was directly our fault we will of course strive to make you a happy customer again.
Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties. Next day delivery is not guaranteed as next day flowers are fulfilled by a courier.
Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer ie a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change the address.
Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days.
In the unfortunate event of a non-delivery on the delivery date you selected, Prestige Flowers will of course either refund you in full or redeliver and upgrade your order to your recipient. This does not apply to our courier delivered flowers.
In the unfortunate event of late-delivery (over 3 working days) of the delivery date you selected, Prestige Flowers will of course refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include 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 early during peak events.
If your bouquet has arrived in a poor state (affecting more than 25% of the bouquet) we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. We require a photo to clarify the condition of the flowers within 3 days.
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 and upgrade it to a greater value free of charge.
If for whatever reason we deliver a bouquet not suitable for the 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 blooms replaced due to them not being available or are out of season as they will be replaced by blooms/flowers of an equal to greater value.
Please note, free items are subject to availability at the time of purchase. We must be notified within 7 days of any issues with your order.
All 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, all correspondence will be handled within this time frame.