This page details our customer terms and conditions.
Our Contact details:
E-mail- sara@twigsandtwine.co.uk Tel: 01375 271096. Email: please use the contact form to get in touch Making a purchase could not be easier. Just browse our shop online, and add any bouquets of gifts that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details that we need to be able to complete the order.
Payments
We accept any debit of credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency.
We accept most credit and debit card payments, Visa, Mastercard, Maestro. You may send and pay for flowers over the phone by calling us.
Cancellation
Orders that are cancelled online or via the phone are subject to a cancellation fee.
Orders
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your 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.
Please telephone if you have an emergency order.
If you require specific flowers please telephone at least 24 hours before delivery is required.
Delivery Schedule
Orders received before 11am Monday to Saturday UK time for UK delivery will be delivered on the same day if required. Orders with a specified delivery date will be delivered on that day (note must be received before same day cut off time shown above). Orders placed to be delivered on a public holiday will be delivered the next working day. Online deliveries can only be in the UK. To send flowers overseas please telephone.
No timed deliveries - except for funeral tributes and weddings.
Orders are delivered ONCE. If the recipient is not home the flowers/plant are returned to the shop and a delivery note is left informing them that flowers/plant have tried to be delivered and to collect from the shop. If a neighbour is home we will try and leave the flowers/plant with them providing they are willing to take responsibility for the delivery.
If the recipient is physically unable to collect their flowers/plant a new delivery date will be arranged with the recipient at Twigs and Twine earliest convenience. Twigs and Twine Florist are not responsible for theft or damage of flowers, plants or sundries if left. We take care of our flowers and ensure freshness and quality at all times. Tax Charges Orders are inclusive of 20% VAT
Credit Card Security
Our website is security protected. When the order is placed at our website, credit card numbers are encrypted using 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any website.
Guarantee
We guarantee your complete satisfaction. Getting in touch with us, if you need to reach us, please email us using the link on the store page, alternatively, you can telephone or write to us at either address shown at the top or bottom of this page Privacy Policy, you can view our Privacy Policy Online.Orders that are cancelled online or via the phone are subject to a cancellation fee.
Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Refunds or a credit may occasionally be given at the discretion of the management. Because of the perishable nature of our products you are advised to make any complaint within 1 working day of the delivery of your flowers.
If you have a complaint relating to the quality of the product recieved, we will require a digital image and a full explanation as to why you feel the item lacks quality, along with your order details; order number, date of purchase, your name and adress and recipients name and address, to be sent via email to: *sara@twigsandtwine.co.uk* to assist with the investigation of your compalint and to ensure a speedy resolution.
We will consider refunds on a case by case basis, although refunds will not be given as a matter of course, an investigation into the complaint will be conducted and you will be notified of the outcome via email within five working days.
Refunds will not be given for fresh goods that perish outside of 5 days following delivery - although the majority of our flowers will have a much longer shelf life than this, the life span of each stem will vary depending on the variety of flowers used. It is the responsibiliy of the recipient to ensure that the correct care has been offered to fresh goods to ensure longevity.
Please follow the instructions on the care card provided with the flower gift and keep fresh flowers away from sources of heat at all times. Images on our website are for illustration only, and flower colours may vary due to screen resolution.
Due to seasonal availability, there may be differnces to :
colours of flowers; where an exact flower colour is not available, a match of the same flower in a slightly different colour/shade will be used as a substitute or a different flower of the same colour to those shown in the image with the same value will be used as a substitute.
Individual stems: due to the availabilty of flowers, it may be necessary to vary individual stems from those shown in the image for ones similar in style, quality and value. Where our designs include a sundry item like a vase, basket or gift wrapping, it may not always be possible to include the exact item displayed. If such an occasion arises we will make every effort to replace the item with a suitable alternative.
All our fresh goods undergo a 5 point quality check before being stored in our studio, during storage and before despatch of an order is sent out to its recipient. This is to ensure that we continue to offer only the best quality of flowers at all times. We believe that storing and selling only the best quality flowers not only results in longer vase life but also in happy flowers and happier customers.
In the event that a refund is made, a chargeback will apply to the card the order was originally placed with. Please note we will not under any circumstances refund a different card or one with a different name. It is the buyers responsibilty to ensure that account details for the chargeback are correct before purchasing goods from us and when requesting a refund.