Refund policy

We want you to love your Willow & Stone products which are always sent to you in the good faith that they are of pleasing quality and condition!

However if a product is not quite right you're welcome to return it, unused and in the original condition, up to 28 days after purchase - please just follow the steps below:

• Print, fill in and enclose with your returns parcel a copy of our returns form by clicking here: Willow & Stone Returns Form
• Pack the parcel carefully and wrap everything including screws, bolts and fittings separately. Please ensure that you pack items very carefully for the return journey to ensure that we receive them back in perfect condition, as all goods are inspected on return and any damage (including damage that occurs in transit) will reduce your refund amount.
• As the customer you are responsible for returning the goods to us safely along and for any return postage costs. Please make sure your parcel is suitably insured as the goods are your responsibility until we receive them.

Looking to return a larger or heavier item? 

Royal Mail Second Class Signed For is usually quite reasonable for small and medium sized parcels but do let us know if you would prefer a quote from our courier, which is usually more cost-effective for bulky/heavy orders. Our courier DPD offers returns from £9.00 via local drop-off shops, or from £22.50 for home collections.

Damaged & Missing Items

Please report any damaged or incomplete orders to us within 48 hours of receipt. Email us at sales@willowandstone.co.uk or call us 01326 311388 and we'd be more than happy to resolve any issues for you promptly.

 

Any queries please get in touch, we're always here to help!