Shop Terms & Conditions
PAYMENT TERMS
We accept the following payment methods: Visa, Mastercard, AMEX, Discover, and Apple Pay.
All payments are securely processed by Stripe. Payment will be processed at the time of checkout.FLOWER AVAILABILITY
Our bouquets feature seasonal flowers, which means the selection may vary depending on market availability. While we cannot guarantee specific flowers in your bouquet, we will ensure that any substitutions maintain the overall style, aesthetic, and value of your bouquet as originally chosen.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
All product descriptions or pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.REFUNDS
If your bouquet appears damaged or not fresh, please email us at hello@kitty-willow.com within 24 hours of receipt, including photos of the flowers. We will assess the issue and provide a resolution. This policy also applies to subscription orders. Refunds are not provided for dissatisfaction resulting from personal preferences.AMENDMENTS AND CANCELLATIONS
We cannot accept cancellations for next-day orders. For nominated-day orders, cancellations must be requested at least two calendar days before delivery to receive a full refund. To cancel your order, please email us at hello@kitty-willow.com
To amend your order, contact us at hello@kitty-willow.com as soon as possible. Amendments requested less than two calendar days before the delivery date cannot be guaranteed.
We reserve the right to reject or cancel one-off orders if we cannot fulfil them. If this happens, we will notify you via email and issue a full refund, which should appear in your account within five working days.DELIVERY
We aim to deliver your flowers on the selected date; however, delivery dates are not guaranteed. We will notify you promptly in the event of delays.
Next-day delivery orders must be placed by 2 p.m. Orders placed after 2 p.m. will be scheduled for the following available delivery date. Please note that we do not offer same-day delivery.
If we fail to deliver on the chosen date, we will either send a replacement on our next available delivery date or provide a full refund within 5–7 working days.
The delivery fee is a flat rate of £15 for the following postcodes: E1, E2, E3, E5, E8, E9, E15, E16, N1, N4, N16, SE1, SE16, WC1, WC2, EC1, EC2, EC3, EC4, and W1. For addresses outside these areas, delivery fees will be calculated upon request.
You may choose to collect your flowers from our studio or use your own courier service. Please contact us at hello@kitty-willow.com for further details.
Nationwide delivery is not available.
We cannot guarantee delivery within a specific time slot. Deliveries are made between 10 a.m. and 7 p.m. If you prefer a morning, afternoon, or evening delivery, let us know, and we will do our best to accommodate your request. For precise time-slot deliveries, the fee will be calculated on a case-by-case basis.
You must ensure all delivery details are correct when placing an order. We are not liable for issues caused by incorrect information.
You must ensure someone is available at the delivery address throughout the delivery window. If delivery is unsuccessful, we will follow the provided instructions to leave the flowers with a neighbour or in a safe place. We are not responsible for the flowers once left as instructed.
If no delivery instructions are provided and the flowers cannot be delivered, they will be returned to our studio. We will notify you of the failed delivery and reserve the right to charge a redelivery fee.
We are not liable for delays or failures in delivery caused by circumstances beyond our control, including but not limited to extreme weather, strikes, or transport disruptions.PRIVACY AND DATA PROTECTION
Your privacy is important to us. We are committed to protecting your personal information and handling it securely. For details on how we collect, use, and protect your data, please refer to our Privacy Policy.
By placing an order with us, you consent to the collection and use of your personal data as outlined in our Privacy Policy.