Returns, Refunds & Complaints at Hackney Flowers

Our Commitment to Fresh Flowers in Hackney

At Hackney Flowers, we are proud to be a trusted local florist dedicated to serving households and businesses across Hackney and surrounding areas. We understand that our customers rely on us for vibrant, fresh bouquets and outstanding service. That's why we offer a Fresh Flowers Guarantee to ensure every delivery meets the highest standards of quality and care.

Fresh Flowers Guarantee & Quality Assurance

All flowers from Hackney Flowers are hand-selected by our expert florists and arranged to maximise their beauty and lifespan. We guarantee that your flowers will arrive fresh and full of life: this is our promise to every customer in Hackney. If for any reason your flowers do not meet expectations, please review our policies below and get in touch so we can assist you promptly.

Damaged-on-Arrival Policy

Occasionally, flowers may be damaged in transit despite our careful packaging. If your bouquet or arrangement arrives damaged, wilted, or significantly different from what you ordered, please contact us as soon as possible after delivery—ideally within 24 hours. We kindly ask you to provide clear photos of the items received so we can assess the issue and take swift action.

Freshness Window

Our fresh flowers are guaranteed to last for a minimum of five days from the date of delivery when cared for according to the care instructions provided with your order. Should you notice your flowers fading or perishing markedly sooner than this, reach out to us within this five-day window so that we can address your concerns and arrange a suitable resolution.

Refunds & Replacements

At Hackney Flowers, your satisfaction is our priority. If your order arrives in poor condition or fails to meet our freshness guarantee, you may choose either a full refund or a replacement bouquet—whichever best suits your needs. Refunds are processed through the original method of payment. Replacement arrangements are delivered at no extra cost as quickly as possible, giving you confidence in every purchase with us.

Complaints Process

If you have any complaints about your order or our service, we encourage you to let us know promptly. Our team values your feedback as it helps us improve and maintain our high standards. To make a complaint:

• Contact us with your order details and a description of the issue.
• Provide photographs of any damaged or unsatisfactory items whenever possible.
• Our customer care team will acknowledge your complaint within two working days and aim to resolve it within five working days.

We handle all complaints with the utmost seriousness, aiming for outcomes that leave every customer happy and eager to experience our flowers again.

Trusted Local Florist in Hackney

Hackney Flowers has built a loyal community by providing not only beautiful, fresh flowers, but also reliable, responsive customer support. Whether you’re ordering bouquets for your home, your business, or a special event, you can trust that our team will deliver on both quality and service—every time.

Thank you for choosing Hackney Flowers. We look forward to delighting you with every bouquet we deliver.