Terms of service

Products prepared to order

Most floral arrangements are made after an order is placed. Photos illustrate the style, colour and overall arrangement; natural flowers vary in size and shade. Seasonal availability can affect individual stems.

We may suggest flowers of a comparable style, colour and value where a stem is unavailable. We will seek your agreement for a material change to the design, package or price. If an acceptable alternative cannot be agreed, we will discuss cancellation or a refund.

Prices and payments

Prices are displayed in Kenyan shillings (KES). Available delivery charges and the final order total are shown at checkout before payment. No additional delivery fee is payable for an order confirmed with free pickup or an applicable free-delivery option.

Online payments are processed by Paystack. We verify payment before confirming an order; a payment redirect alone is not proof of payment. We do not collect or store your full card number, card security code or M-Pesa PIN.

If a price or listing contains an obvious error, we will contact you before fulfilling the affected item. You may accept the corrected terms or receive a refund for the item we cannot supply as ordered.

Delivery, pickup and scheduling

Free pickup is available from KeMU Hub, Nairobi. Delivery areas and charges are set out on our Delivery information page. Funeral-flower delivery to destinations requiring a quotation must be agreed before payment.

Please allow at least 24 hours' notice for standard arrangements and 48 hours for larger packages or church arrangements. These are planning guidelines, not a guaranteed completion time. Contact us for urgent requests. We confirm availability, preparation time and the collection or delivery arrangement for your order.

Provide accurate recipient contact details, address and any venue access instructions. If delivery cannot be completed because of incorrect details or an unavailable recipient, we will contact you to agree a practical solution and explain any additional delivery cost before proceeding.

Order changes and concerns

Our Cancellations, returns & refunds policy explains changes, perishable products, defective items and refunds. Please contact us promptly if a delivery is late or an order does not meet the agreed requirements.

An order acknowledgement records your request. We will contact you if stock of materials, timing or another issue prevents fulfilment as requested. We will not retain payment for an order we cannot fulfil without an agreed alternative.

Privacy and lawful use

Our Privacy policy explains how we use order and enquiry information. Provide another person's delivery details only when you have authority to do so. Please do not include unnecessary sensitive family, health or financial information in card messages or enquiries.

Do not misuse the website, interfere with checkout, or submit fraudulent payments or harmful content. Purchases by customers under 18 should be placed by a parent or guardian.

Contact and applicable law

Contact Twilight Funeral Services at [email protected] or 0717745223. We will work with you to resolve a concern. These terms are governed by applicable Kenyan law and do not limit mandatory consumer rights or access to lawful complaint and dispute-resolution channels.