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Delivery, Returns & Stock Levels

Delivery of your order:

We aim to deliver quickly. Generally your order will be printed, ‘collated’ and processed (payment is only taken when goods are ready to dispatch) within a few hours and we often manage to fulfil even standard delivery within a couple of days. We use FedEx, DPD and Royal Mail, with DPD providing a fabulously user friendly and flexible delivery system.

Live outside of the UK? Not a problem, we deliver worldwide from £15, find out more here

For further details on our delivery tariffs click here

Our stock levels:

Though our site does not show ‘live’ stock levels, most of the goods will be in stock. Should goods not be readily available to fulfil your order we will contact you normally well within 24 hours, giving you the opportunity to amend, cancel or wait. However, generally out of stock items will say OUT OF STOCK and may give you the opportunity to pre-order, along with an expected arrival time (and you still wont be charged until the goods arrive into stock!).

What happens if goods are found to be out of stock?:

We will email you to inform you that there will be a delay in shipping your order and normally give an estimated date of arrival when goods are expected back in stock.

We may also send you a link to recommended alternatives. You are then able to decide whether to amend your order, cancel some or all of it or wait for goods to arrive back into stock. You can also chose to receive your order in two separate shipments if preferred, at no extra cost (UK only). We also assure you that no monies have been debited from your account until goods are ready for dispatch.

Whilst we do try our best to meet the delivery timescales that we quote, occasionally deliveries can be late due to reasons out of our control. Please do not pre-book an electrician or carpenter to install the goods from us until you have received and checked your items.

Returns & Refunds

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 you are most welcome to return your order in full or part for a full refund (minus the postage). Please follow the steps below:

– Email sales@willowandstone.co.uk or call 01326 311388 within 28 days to inform us of the items you wish to return. You can print a copy of our returns form by clicking here which you should print out, fill in and enclose with your parcel.

– Pack the parcel carefully and wrap everything separately. Make sure small parts i.e. screws, bolts and fittings are wrapped separately as received to avoid damage.

– As the customer you are responsible for returning the goods to us safely along with ‘paying’ the cost of postage. Please make sure your parcel is suitably insured etc as the goods are your responsibility until we receive them.  Whilst we can arrange courier collection this can be quite costly. Call 01326 311388 if you wish to get a quote for this. Generally Royal mail will be able to offer suitable methods of return (2nd Class Signed For is normally adequate). Visit the Royal Mail website here.

Faulty Items/Missing Items

Please let us know within 48 hours of receiving your order if you have any issues with missing, faulty or damaged goods. Email sales on sales@willowandstone.co.uk quoting your order number and full name. If possible please email a picture of the damage as this will help us to quickly resolve any issues and decide on appropriate steps to rectify the problem. We will always rectify problems as swiftly as possible!

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