Terms & Conditions
Last updated: August 2026
Thank you for choosing Willow & Moss. We are a small, independent florist creating seasonal flowers, workshops and handmade products with care. These terms explain how orders, bookings, cancellations and payments are managed.
By placing an order, making a booking or purchasing a product from Willow & Moss, you agree to these terms.
1. Orders & Payment
- All orders are subject to availability.
- Payment is required at the time of ordering unless an alternative payment arrangement has been agreed in writing.
- Once an order has been accepted and payment received, we will begin preparing your flowers or product according to the agreed requirements.
- Prices are displayed in pounds sterling (£).
2. Fresh Flowers & Seasonal Substitutions
Flowers are a natural, seasonal product and availability can change quickly.
The flowers shown in photographs, examples or social media posts may not always be available. Willow & Moss reserves the right to substitute individual flowers, foliage, colours or materials where necessary.
Any substitutions will be made with items of a similar quality, style and value, while keeping the overall appearance and character of the design.
Because every arrangement is handmade using natural materials, no two designs will be exactly the same.
3. Bespoke & Made-to-Order Flowers
Bespoke orders are created specifically for the customer and may involve purchasing flowers or materials in advance.
Once work has begun on a bespoke order, cancellation may not be possible.
If you need to change or cancel an order, please contact Willow & Moss as soon as possible. Any refund will be considered based on the stage of preparation and any costs already incurred.
4. Wedding & Event Flowers
Wedding and event flowers are bespoke commissions and are prepared specifically for each couple or event.
A non-refundable booking deposit may be required to secure your wedding or event date. The amount and payment schedule will be confirmed in your quotation or booking agreement.
The remaining balance must be paid by the agreed final payment date.
Your booking is not considered fully confirmed until the required deposit has been received and the booking has been accepted by Willow & Moss.
Wedding cancellations
If you cancel your wedding flowers:
- The booking deposit will normally be retained to cover the time, administration and planning already undertaken.
- If flowers, materials or other items have already been purchased specifically for your wedding, these costs may also be deducted from any refund due.
- Where cancellation occurs close to the wedding date and substantial preparation has already taken place, a refund may not be possible.
- Any refund will be considered fairly and on a case-by-case basis, taking into account work completed and costs already incurred.
Changes to wedding orders
- Reasonable changes can usually be accommodated where sufficient notice is provided.
- Significant changes to quantities, flower choices, designs, delivery requirements or venue arrangements may result in an additional charge.
- Once flowers and materials have been purchased or preparation has begun, changes may no longer be possible.
5. Wedding Delivery & Set-Up
Where delivery, installation or set-up has been agreed, the relevant charges will be included in your quotation.
The customer is responsible for providing accurate venue details, access information, timings and any relevant parking or loading information.
Delays caused by venue access, traffic, incorrect information or circumstances outside the reasonable control of Willow & Moss may affect installation timings.
6. Funeral Flowers
Funeral flowers are bespoke and often prepared within a short timeframe.
Once flowers and materials have been purchased or preparation has begun, cancellation may not be possible.
We will always work sensitively and carefully to meet agreed requirements and timings, but flower availability may occasionally require substitutions.
7. Deliveries & Collections
Customers are responsible for providing accurate delivery information, including the full address, postcode and any relevant access instructions.
Please ensure someone is available to receive a delivery where required.
If nobody is available, Willow & Moss may contact the recipient to arrange an alternative delivery or collection. Additional delivery charges may apply.
Willow & Moss cannot accept responsibility for failed delivery resulting from incorrect information supplied by the customer or circumstances outside our reasonable control.
8. Flower Care
Fresh flowers are perishable and their lifespan depends on the variety, season, environment and care they receive.
Care instructions will be provided where appropriate.
Willow & Moss cannot guarantee the lifespan of flowers where recommended care instructions have not been followed.
9. Workshops
Workshop places are confirmed once payment has been received.
Because workshop places are limited and materials are purchased in advance, the following cancellation policy applies:
More than 14 days before the workshop
You may request a transfer to another suitable workshop, subject to availability, or a refund.
7–14 days before the workshop
We may offer a transfer to another workshop, subject to availability. Refunds may be offered at our discretion.
Less than 7 days before the workshop
Refunds are normally not available because materials and your place have already been committed. You may transfer your place to another person by contacting Willow & Moss in advance.
Non-attendance
Unfortunately, refunds cannot normally be provided for non-attendance or cancellations on the day.
If Willow & Moss needs to cancel or postpone a workshop, customers will be offered an alternative date or a full refund.
10. Gift Vouchers
- Gift vouchers are valid for the period stated on the voucher.
- They may be redeemed against eligible Willow & Moss flowers, products or workshops, subject to availability.
- Gift vouchers cannot normally be exchanged for cash and cannot be replaced if lost or stolen.
- If a purchase exceeds the value of the voucher, the remaining balance must be paid by the customer.
11. Handmade Products
Many Willow & Moss products are individually handmade using natural or reclaimed materials.
Small variations in colour, shape, texture, finish and size are to be expected and form part of the charm of a handmade item.
These natural variations are not considered faults.
12. Returns & Consumer Rights
Nothing in these terms affects your statutory consumer rights.
For non-perishable products, customers may have cancellation and return rights depending on how and when the purchase was made.
Because fresh flowers and other bespoke or personalised items are made specifically for you and are perishable, different cancellation rights may apply.
If an item arrives damaged or you believe there is a problem with your order, please contact Willow & Moss as soon as reasonably possible with details and, where appropriate, photographs so that we can investigate and help resolve the issue.
13. Complaints
We genuinely want our customers to be happy with their Willow & Moss experience.
If you are unhappy with an order, workshop or service, please contact us directly in the first instance so that we have the opportunity to understand what has happened and resolve the matter fairly.
14. Circumstances Outside Our Control
Willow & Moss will always make reasonable efforts to fulfil orders and bookings.
However, we cannot be held responsible for circumstances outside our reasonable control, including severe weather, transport disruption, supplier issues, sudden flower shortages, venue restrictions, illness or other unforeseen circumstances.
Where possible, we will communicate with customers promptly and work together to find a suitable solution.
15. Changes to These Terms
Willow & Moss may update these terms from time to time to reflect changes to our services, business or legal requirements.
The most recent version will be available through our website.
16. Contact
Willow & Moss
info@willowandmoss.online
www.willowandmoss.online
Thank you for supporting our small, independent florist. Every order, workshop booking and purchase helps Willow & Moss continue to grow. 🌿