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Terms and Conditions

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Events Tickets Terms and Conditions

  • All Floors Castle events tickets are non-refundable. If you cannot attend an event you have booked, you are free to pass the ticket on to someone else should you wish, but we ask that you inform us of the change where possible.
  • Some events have specific Terms and Conditions attached, and we ask that all ticket holders read and comply with the guidance attached to your specific event.
  • Tickets purchased are for the event/session specified on the ticket only, and cannot be transferred without prior notification.
  • If we need to cancel an event, all participants will be notified as soon as possible. Refunds will only be provided if we are unable to rearrange an equivalent event on an alternative date.

Annual Pass Terms and Conditions

  • The Floors Castle Annual Pass allows the bearer access to Floors Castle, the Walled Garden
    and Estate during the seasonal opening period, and the Walled Garden all year round.
  • Your Annual Pass will be valid for 12 months from date of purchase and is non transferrable
    and non refundable.
  • The use of an Annual Pass for non-paid entry to any of the above areas is precluded on
    special event days, where event access charges will be levied.
  • The bearer of an Annual Pass will receive a 10% discount on all Floors Food products
    available in the Apple Shed and Castle Gift Shop. The discount is not applicable to products
    purchased online, or Floors Castle Hampers.
  • The bearer of an Annual Pass will receive a 10% discount on food purchased from the
    Terrace Café. This excludes all beverages and Afternoon Tea.
  • All benefits of the Floors Castle Annual Pass are applicable to the bearer only in all
    circumstances, and a valid Annual Pass must be presented to access benefits.
  • Any discounts granted by the Annual Pass cannot be used in conjunction with any other
    offer, or applied to purchases made using gift vouchers.
  • During the open season, Floors Castle reserves the right to close to the public on certain
    days. This will be announced via our media channels and will preclude the use of Annual
    Passes for access.

Hamper Shipping Terms & Conditions

  • Shipping to UK mainland addresses only.
  • All our hampers are hand packed.
  • Please allow 4-5 working days for your hamper to arrive.
  • A shipping tracking number will be emailed to those purchasing courier service which contains confirmation details.
  • Occasionally, in unforeseen circumstances, it is necessary for us to substitute an item – in this situation the item will be of equal or greater value to that which it replaces.
  • Once an order is dispatched, we will email you with a tracking number if we have your email address. You can then track your order online with our courier. If you have entered a UK mobile number on your order, and the delivery is in the UK, you will receive text message notifications from DPD with information about your delivery time slot.
    We recommend that you download the DPD app on Google Play or the App Store where you can track your parcel’s delivery progress and choose any delivery preferences.