Returns, Refunds & Complaints Policy

Our Fresh Flower Guarantee in Castelnau

At Castelnau Florist, we pride ourselves on delivering only the freshest flowers to our customers. As a trusted local florist, we’re dedicated to ensuring that households and businesses in Castelnau and surrounding areas receive beautiful blooms that last. Every bouquet is carefully arranged and checked before it leaves our shop, so you receive flowers in their best possible condition.

Damaged-On-Arrival Policy

We want you to be completely delighted with your floral delivery. If your flowers have arrived damaged or not in the condition you expected, please let us know on the same day of delivery. It's helpful to retain the flowers and packaging so we can assess what went wrong and improve our service. Photographic evidence of the damage may be required to process your claim swiftly. Our team will review your situation promptly and work with you to make it right.

Freshness Window

Your flowers are guaranteed to maintain their freshness for at least 5 days from the date of delivery provided they are cared for according to the instructions supplied with your order. Should your arrangement wilt or deteriorate within this 5-day freshness window, and you have followed our care guidance, please contact us so we can investigate and assist you further.

Refund & Replacement Policy

If your order was damaged upon arrival, did not meet our usual standards, or wilted prematurely within the freshness window, you may be eligible for a full or partial refund, or a replacement bouquet. We will assess each case individually and offer the most appropriate solution, ensuring you receive the value and quality you expect from a top Castelnau florist. Refunds are typically processed via your original payment method. Replacement deliveries are scheduled as soon as possible, subject to seasonal flower availability.

How to Make a Complaint

Your satisfaction is our priority, and we always appreciate feedback, positive or otherwise. If you have a concern or wish to make a formal complaint, please contact us within 48 hours of receiving your flowers. Include your order details, a brief description of the issue, and any relevant photos if applicable. We aim to review all complaints carefully and respond within two working days. Our team will keep you updated on the progress and work with you to find a fair resolution.

Trusted Local Service for Castelnau

Castelnau Florist is more than just a shop – we are a part of the Castelnau community. Our team is dedicated to providing consistently excellent service to both local households and businesses, making us a trusted choice for all your floral needs. We strive for complete satisfaction on every order, and our policies are in place to reflect this commitment.

Need More Help?

If you have any further questions about our Returns, Refunds & Complaints policy, please don’t hesitate to contact us. Thank you for choosing Castelnau Florist – your local expert for fresh flower delivery and customer care.