Refunds & Returns Policy

At West Malling Flowers, we are committed to providing beautiful, fresh flowers and excellent customer service. If you are not completely satisfied with your order, please contact us and we will do our best to resolve the issue.

 

Flowers are a natural product and may vary slightly from the photographs shown on our website due to seasonal availability. Where necessary, we may substitute individual flowers or packaging with items of equal or greater value while maintaining the overall style, colour palette and quality of the arrangement.

If you are dissatisfied with the quality or condition of your flowers, please contact us within 24 hours of delivery. We may ask for photographs to help us investigate the issue and find a suitable resolution.

 

If your order arrives damaged, or if you believe you have received the wrong item, please contact us as soon as possible on 01732 874874 or by email at [email protected].

Where appropriate, we may offer a replacement, partial refund or full refund depending on the circumstances.

 

As flowers are perishable goods, they cannot normally be returned once delivered. Refunds or replacements will be considered where there is a genuine quality issue, damage in transit or an error with the order.

 

Non-perishable items such as vases, ceramics and selected gift items may be returned within 14 days of receipt, provided they are unused, in their original condition and in their original packaging.

Customers are responsible for the cost of returning non-faulty items unless otherwise agreed.

 

If no recipient is available at the delivery address, our driver will follow our delivery procedures, which may include leaving the flowers in a safe place, with a neighbour, or returning them to the shop where appropriate.

We cannot accept responsibility for the deterioration of flowers once they have been successfully delivered and left in accordance with the delivery instructions provided.

 

If you have any questions regarding your order or this policy, please contact:

West Malling Flowers
60 High Street
West Malling
Kent
ME19 6LU

Telephone: 01732 874874
Email: [email protected]