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Terms & Conditions

This page contains our terms and conditions for our online shop purchases.

Contact Details

Making a Purchase

Making a purchase with Twisted Willow Florist could not be any easier. Just browse our online shop and add any of the products to your basket. You can view these in the Checkout area of the website.

After you have finished making your selection/s, please click on the “Checkout” button and you will need to provide us details to process and complete your order.

We accept most major debit and credit cards. If you are shopping from outside of the UK, the shop will still process the payment in GBP (Great British Pounds). We are unable to ship overseas, but overseas customers can use our website to send presents to UK addresses.

Major credit cards accepted include: Visa Credit, Visa Corporate, Visa Debit, Mastercard Credit, Mastercard Corporate, Mastercard Debit, American Express (AMEX) and Maestro. You may also send and pay for the products over the phone by calling the number above.

All orders that are cancelled online or via phone, will attract a cancellation charge, please contact us to find out the amount.

Order Confirmation

When confirmation of an order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between the two parties. We will indicate acceptance of the order, and hence a contract between us, when payment has been processed. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Delivery Schedules

If an order has been received by 12pm, we will attempt to process these for the next business day. Depending on your shipping method and the products ordered.

Online deliveries can only be delivered in the UK, some products are only available in the local area. This is based on the postcode above and a 20 mile radius.

We do not offer timed deliveries except for funeral flowers and wedding flowers, which will be discussed at your consultation meeting.

Delivery Specifics
Twisted Willow Deliveries

If you opt for the Twisted Willow Team to deliver your products, these will only be attempted ONCE. If the recipient is not at home/work and the products are returned to our workshop. a delivery note will be left informing them that the products have tried to be delivered and to collect from our workshop in Heage.

If a neighbour is at home, we will try and leave the products with them providing they are willing to take responsibility for the delivery.

Collection from Workshop

If you have opted to collect your products from our workshop, please make an appointment when it is convenienet for both parties. Due to the nature of our business, we may not be available at the workshop during working hours.

Royal Mail/Evri

Depending on the shipping service you have opted for, the carrier will attempt to deliver your goods. Should you not be available and you have not opted for a safe place, you may be required to collect your products from a local depot or sorting office. Redelivery may be possible depending on the service.


Twisted Willow Florist is not responsible for the theft or famage of the products if left.

We take care that our products and perishable goods (where applicable) are looked after and remain fress and quality at all times.

We are not VAT registered therefore, no tax can be reclaimed, if applicable.

Credit Card and Security

When an order is placed on our website, credit card numbers are encrypted using 256 bit encryption. All transactions are carried out by our card provider Stripe and we do not have access to any of the details from your card except for; Name, Address, Contact Number, Email Address, Card Type and last 4 digits of the card used. Stripe will also take a geo location at the time of the purchase for security.

Getting in Touch

If you need to speak to us, please email us using the link or you can use the contact details at the top of this page.

Please click the highlighted link for our Privacy Policy.

Refunds/Returns Policy

Returns Policy and your right to return goods are protected under the Distance Selling Directive, details of which can be found at:

Refunds may occasionally be given at the discretion of the management. As many of the items are perishable or custom made you must advise us of any complaint within 1 working day after delivery. We will always endeavour to reach an agreement with the recipient for wither a replacement or a refund depending upon the nature of the complaint.