Complaints & FreshProof

Making it right, usually the same day If your flowers arrive below the standard we would put our name to, we want to know before you have even opened the box. Here is the flow that makes fixes fast, and why it works.

The 24 hour window

Tell us within 24 hours of delivery

Report within 24 hours of confirmed delivery, with photos taken on arrival, and we can nearly always fix things the same day. After 24 hours it becomes much harder to tell what the journey did versus how the flowers were kept, so late reports are judged on their evidence, and it is genuinely difficult for us to help. Your statutory rights always remain.

What to do when the box arrives

The QR sticker on the box is there for exactly this.

1. Scan before you open. Find the big FreshProof QR sticker on the box and scan it with your phone camera before you open anything. It takes seconds and links straight to your order.
2. Unbox straight away. Your flowers have travelled and they are hungry for fresh water. The box is for the journey, never for storing or gifting.
3. Spot something wrong? Photograph it. Photograph each affected stem on its own, then all of them together, and finish the FreshProof report. It comes straight to us, linked to your order, so we can decide quickly.
4. Trim, water, follow the care card. Trim the stems at an angle, get them into fresh water, and follow the care instructions in the FreshProof flow. They are written for our flowers and our travel gel.
5. Tell us within 24 hours. Anything not right needs to reach us within 24 hours of delivery, with photos taken on arrival. After that we cannot know how the flowers have been stored, so it becomes very hard for us to help.

The same day fix

Royal Mail Special Delivery arrives by 1pm, and our next fresh flower collection leaves mid afternoon. Scan on arrival, before you open the box, and your report usually reaches us well before that collection. That is what lets us send replacement stems the very same day, anywhere in the UK, straight to wherever the bouquet was delivered.

The FreshProof report is linked to your order, so everything we need is in one place and nobody has to repeat themselves. It also shows you damage examples, so you can see whether what you are looking at is genuine damage or just nature being nature.

Fixes, stem by stem

Once we have seen your report, and that is usually minutes rather than days, the affected stems will be replaced. Remember the spare stems too: every bouquet already carries a few extras, on us, for exactly these moments.

If the whole bouquet is below standard, we send a replacement bouquet. If you would rather take a credit for next time, we are happy to do that too, but it is always your choice.

What we cannot help with

• Late reports, where the evidence can no longer show what the journey did. After 24 hours we judge each case on its evidence, and your statutory rights always remain.
• Flowers that were left in the box or not cared for after delivery.
• Natural variation in colour, bloom size or shape. Flowers are unique, and that is the point of them.
• A missed delivery where nobody was available and no safe place was arranged.
• An incorrect or incomplete delivery address given at checkout.

Start with the box

Scan the QR sticker and the flow will take you through everything. No QR to hand? Email us at info@penelopesflowers.co.uk with your order number and photos.