This Privacy Policy governs the manner in which Twig / Michael Pooley Flowers. collects, uses, maintains and discloses information collected from users (each, a "User") of the"  & "" website ("Site"). This privacy policy applies to all "Sites" and all products and services offered by Michael Pooley Flowers, including our electronic e-receipts, e-invoices, text SMS receipts, telephone orders and in store physical purchases.

Essential information we collect

In operating our store, it is essential for us to capture some information about your device, such as your IP ddress and information related to your visit when you browse our store. For example, this might include a time-stamp, the last page or product you visited, the indication that you logged in and items in your basket.

We do that in order to:

  •  remember who you are after you log in so that you do not need to authenticate at each click;

  •  monitor if our website is running with the high performance we are dedicated to providing;

  •  let you browse between products without having to start back from the home page each click;

  •  remember if you put something in your shopping cart before you decide to checkout;

  •  control that your data is processed securely

We call the information mentioned above "essential information" and we collect it through the use of cookies. Cookies are small text files that most websites use. A website places cookies in the web browser and then reads the information collected through the cookies every time the user performs an action. Without enabling this mechanism and this kind of cookies (first-party cookies), we could not provide you with the smooth experience that you expect while you are navigating.

Order information you expressly provide

If you buy something from our store, we will need specific information about you. To fully process your order and delivery the flowers or products you selected, we need your personal data such as your first and last name, your email address and your delivery and billing address. We also use your contact and order information to send you communication related to the processing of your order. We will ask you to provide this information on our  "checkout page" before letting you finalize your purchase with the payment.


You can sign up for an account if you like. Before registering your account, we will ask you to expressly provide your consent to this privacy policy. Only if you give us your consent, we will open your account. We also give you the possibility to easily withdraw your consent and delete your account. Simply drop us an email, 

Partial Purchases

If you have started to buy one of our products, but have not completed the purchase, you may have provided partial information, such as your email. In that case, we might send you an email to remind you about your interest. If you are not comfortable in receiving further emails of this kind, we will give you a simple opportunity to opt-out. Your privacy means a lot to us and we will stop sending you these communications right away.


If you have completed a purchase, we will send you an email to ask you to review the product you bought. We want to tbe sure that whether you love your purchase or have a complaint, you can share your opinion with other customers.


We also use some specific information related to your visit, such as the timestamp of your visit, the product you viewed, where you are coming from  (if you clicked on an advertisement or you just opened our directlink). This is very similar to the "essential information", but we use it to provide you with a personalized experience. The information on you visit provides us with insights on your interes and allows us to send you relevand communications. We capture this information through cookies, call a "beacon" that we allow you to block.

How do we process your information

We use several external providers to run our store, Heartinternet, Wix Restaurants, Wix Stores, Stripe and Square .  All participate in the EU-US Privacy Shield Framework and are commited to providing best-in-class service and data protection. You can check each comapnies participation in the Pivacy Shield on the official site of The International Trade Administration (ITA) and the U.S. Department of Commerce.

Through the above, we also use other, highly specialized external providers to provide the most competitive services. For example:

  • Payment: Our store is PCI-DSS compliant (a very strict industry standard with requirements for the security of credit card information), but we also use accredited companies to process your credit card information. 

  • Delivery: We intergrate with a number of delivery companies and their software to fulfil your orders and allow order tracking and delivery notifications. The companies we use are Hawk Express, Royal Mail, UPS, DPD UK, APC Couriers and Detrack. Only personal data used is your email for notifications and/or a mobile number for contact purposes should the delivery fail. We do have to provide recipient name and address in order to fulfil the delivery.

  • Email: Your email addresses are used to send out our newsleters to all our customer. Each mailout includes an option to unsubscribe and stop receiving these emails in future.

  • Square messages on yout ill receipt: We have also integrated a loyalty application which has access to your email and can see amounts spent on our store in order to provide your account with points/tokens and rewards earned per order. This allows you to redeem any points earned and for Michael Pooley to persoanlly offer your rewards or tokens to use against further purchases.

How can you control your personal data?

If you are on of our customers who is in the EU, and we are specifically selling our products to the Member State where you are located, you have specific rights that we are honoured to enforce withour undue delay: Access, Correct, Erasure, Port, Object. If you cannot excercise your choice on your account page or if you do not have an account with us, please let us know, at the contact details at the bottom of this page. We will bemore than happy to help.

How long do we keep your data?

We keep your data as long as you have an account with us. We also keep data for security inverstigations. Most importantly, we have specific obligations for fraud detection and tax reasons. Therefore, we might need to retain certain data even if you ask to delete it.

Do we have any legal obligations when handling your data?

Many. We might need to share your personal information to comply with applicable legal obligations. We need to provide sales reports to the HRMC in order to pay tax on any sales made online. To do this, we need to store information such as turnover, this is only possible by retaining such information, however personal information can be removed.

How to contact us with regards to privacy matters?

Mrs Isabella Jones

7 King Street, Ipswich, Suffolk, IP11EG

Do you need to lodge a complaint?

If you have a privacy complaint, you have the right to lodge a complaint with our supervisory authority, The Information Commisioners Office (ICO).

Policy Updates

If we update our Privacy Policy to reflect a change or improvement of our service or a new legal obligation, we will publish the new version on our website, and we will make it clear on our homepage ( and so it will be visible as you enter our store.

This document was last updated on May 24, 2018

The way we live and work is changing. Please visit World of Twig to see how Michael is adapting his business for 2021