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FREE UK DELIVERY ON ALL ORDERS OVER £50 FREE UK DELIVERY ON ALL ORDERS OVER £50
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Contact Us

info@fromwillow.co.uk


Contact Us

info@fromwillow.co.uk

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FAQs From Willow

FAQs FAQs

HOW LONG WILL AN ORDER TAKE TO MAKE?

• Once your order has been placed, we aim to dispatch all items within 1-3 working days. However this may be longer at busy periods like Christmas - we do our best to keep our dispatch times up to date and will keep you informed in busy seasonal periods.

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

• All orders placed with standard shipping chosen at checkout are dispatched via Royal Mail 48 - this is usually 2-3 working days from dispatch but can't always be guaranteed if there are delays.

• All orders placed with Royal Mail 24 TRACKED are fully tracked along the way and is normally delivered next working day from dispatch.

• Our aim is to work with our couriers to get your order delivered efficiently as possible depending on how large your order is. Any large orders placed are dispatched via express next working day.

HOW MUCH IS POSTAGE?

• Shipping is calculated on your order at checkout. Price will be dependant on items in your basket. Our fixed rate for standard shipping is £2.50 but can be more depending on what service you choose.

PACKAGING

Most items are packaged using paper and cardboard

• We do our best to reduce plastic packaging and reuse packaging where possible. We think it is important to use eco friendly packaging where we can and do our part to be environmentally friendly.

PERSONALISATION

• All items will have will have their own specific customisation field where you will fill in the personalisation required for your order. Please double check when filling in the fields, as these are used to personalise your product.

• Although all of our products are personalised, there may be a few that come already personalised and don't require any details.

I HAVE MADE A MISTAKE ON MY ORDER, CAN I AMEND?

If you have made an error on your order, please get in touch with us as soon as possible. Although we can amend this for you, we can't amend once this has gone into processing so we can't promise anything. Unfortunately any changes to be made after the order can't be guaranteed.

Please get in touch via our contact form if this happens.

MY ADDRESS IS INCORRECT ON THE ORDER, CAN I CHANGE?

• Please get in touch with us as soon as possible. If your order has not been dispatched, we can change this for you. Unfortunately we can't make any promises if you get in touch with us too late.

• If the order has been dispatched and you've noticed it is wrong, please get in touch with us.

MY ORDER HAS ARRIVED WITH THE INCORRECT PERSONALISATION

If your order has arrived and is incorrect please get in touch and we will get this rectified as soon as possible.

MY ORDER HAS STILL NOT ARRIVED?

Please get in touch if your order has still not arrived 5 working days after the order is placed. At busy periods like Christmas, many orders can be delayed so please bear this in mind before contacting us.

We have the right to reserve to wait 12 working days from dispatch before we can class the order as lost. 

I’D LIKE SOMETHING MORE PERSONAL, CAN YOU DO THAT?

Of course! If there are any specific designs you have in mind and would like something a bit more personal, that is totally fine. We can work with you to create something unique to you. However, at busy periods like Christmas we can't guarantee that we can take on custom orders due to an extreme demand for orders and requests. 

HOW LONG WILL AN ORDER TAKE TO MAKE?

• Once your order has been placed, we aim to dispatch all items within 1-3 working days. However this may be longer at busy periods like Christmas - we do our best to keep our dispatch times up to date and will keep you informed in busy seasonal periods.

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

• All orders placed with standard shipping chosen at checkout are dispatched via Royal Mail 48 - this is usually 2-3 working days from dispatch but can't always be guaranteed if there are delays.

• All orders placed with Royal Mail 24 TRACKED are fully tracked along the way and is normally delivered next working day from dispatch.

• Our aim is to work with our couriers to get your order delivered efficiently as possible depending on how large your order is. Any large orders placed are dispatched via express next working day.

HOW MUCH IS POSTAGE?

• Shipping is calculated on your order at checkout. Price will be dependant on items in your basket. Our fixed rate for standard shipping is £2.50 but can be more depending on what service you choose.

PACKAGING

Most items are packaged using paper and cardboard

• We do our best to reduce plastic packaging and reuse packaging where possible. We think it is important to use eco friendly packaging where we can and do our part to be environmentally friendly.

PERSONALISATION

• All items will have will have their own specific customisation field where you will fill in the personalisation required for your order. Please double check when filling in the fields, as these are used to personalise your product.

• Although all of our products are personalised, there may be a few that come already personalised and don't require any details.

I HAVE MADE A MISTAKE ON MY ORDER, CAN I AMEND?

If you have made an error on your order, please get in touch with us as soon as possible. Although we can amend this for you, we can't amend once this has gone into processing so we can't promise anything. Unfortunately any changes to be made after the order can't be guaranteed.

Please get in touch via our contact form if this happens.

MY ADDRESS IS INCORRECT ON THE ORDER, CAN I CHANGE?

• Please get in touch with us as soon as possible. If your order has not been dispatched, we can change this for you. Unfortunately we can't make any promises if you get in touch with us too late.

• If the order has been dispatched and you've noticed it is wrong, please get in touch with us.

MY ORDER HAS ARRIVED WITH THE INCORRECT PERSONALISATION

If your order has arrived and is incorrect please get in touch and we will get this rectified as soon as possible.

MY ORDER HAS STILL NOT ARRIVED?

Please get in touch if your order has still not arrived 5 working days after the order is placed. At busy periods like Christmas, many orders can be delayed so please bear this in mind before contacting us.

We have the right to reserve to wait 12 working days from dispatch before we can class the order as lost. 

I’D LIKE SOMETHING MORE PERSONAL, CAN YOU DO THAT?

Of course! If there are any specific designs you have in mind and would like something a bit more personal, that is totally fine. We can work with you to create something unique to you. However, at busy periods like Christmas we can't guarantee that we can take on custom orders due to an extreme demand for orders and requests. 

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CUSTOMER Reviews

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5139 reviews
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Had to re-order this again as we lost the...

Had to re-order this again as we lost the first one 🤦🏻‍♀️ Once again, beautiful quality and we’re really pleased.

A
Personalised Calendar & Photo Keyring Keychain
A.
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Great quality, gorgeous detail and will la...

Great quality, gorgeous detail and will last as a keepsake for years.

Bought two of these - one for my little gi...

Bought two of these - one for my little girl’s first Christmas and one for a friend’s daughter. Both gorgeous quality and will last as a keepsake forever