Returns, Refunds and Complaints Policy

Our Fresh Flower Guarantee in Eltham

At Eltham Florist, we take great pride in being your trusted local florist. Whether delivering to homes or businesses near Eltham, our commitment is to provide only the freshest flowers, tailored for every occasion. All our floral arrangements are backed by our Fresh Flower Guarantee to ensure absolute customer satisfaction.

Damaged-on-Arrival Policy

We take meticulous care in preparing and dispatching your floral orders. In the rare event that your flowers arrive damaged or significantly wilted, please contact us within 24 hours of receipt. We kindly request a photo of the delivered flowers to help us assess the issue. Once confirmed, we will promptly offer you a choice of a replacement bouquet or a full refund, whichever you prefer. Our goal is to resolve such matters quickly and with minimum inconvenience to you.

Freshness Window & Flower Longevity

Eltham Florist guarantees that our flowers will remain fresh for no less than 3 days from the delivery date, provided they are cared for according to the care instructions included with your arrangement. Most of our bouquets and arrangements will last significantly longer, but if your flowers fail to meet freshness expectations within this time frame, please get in touch. This Fresh Flower Guarantee covers the Eltham area and surrounding neighbourhoods where we deliver.

Refund & Replacement Options

Your satisfaction matters deeply to us. If you are dissatisfied with your order due to lack of freshness, damage, or if the flowers do not reflect what was described at point of purchase, you may be eligible for a refund or a replacement. Depending on the circumstances (such as timing of the notification and evidence provided), we will usually offer a like-for-like replacement at the earliest possible date or a full or partial refund back to your original payment method. We will work with you to choose the most suitable resolution for your situation.

Complaints Process

We always strive for superior customer service as a reputable Eltham florist. If you have a complaint about an order or our service, we want to hear about it. Please reach out to us as soon as possible with your order details and a description of your concern. Our friendly team will review your feedback thoroughly and aim to respond with a proposed resolution within two business days. Should you require further escalation, your issue will be referred to management for review and final decision.

Trusted, Local, and Here for You

Eltham Florist is proudly embedded in the community, dedicated to delivering only the best fresh flowers to households and businesses in Eltham and neighbouring areas. Your trust is our top priority, and we undertake to handle all returns, refunds, and complaints promptly and fairly. Thank you for allowing us to be your local florist of choice.