Terms & Conditions

Prices

At Willow and Me we make every effort to publish and advertise correct prices for our products. All our prices are displayed in British Pounds Sterling (GBP) with VAT. Occasionally we may make mistakes and therefore reserve the right to correct any pricing information, without notice, or cancel orders where the incorrect price has been applied. We will always inform you if your order has been cancelled for this reason. Prices are correct at time of publishing June 2012. It may be necessary for us to change our prices either up or down from time to time, including any alterations to the rate of VAT. Any price changes will be confirmed to you at time of ordering by our sales team.

VAT

All prices include VAT, generally at 20%. By law some children's products incur a lower VAT rate. This has been applied to any of our products, where it's relevant.

Portrayal of Products

All measurements that are quoted, are approximate. Any reproduction of colours is as accurate as photographic and publishing processes will allow. While we make every effort to portray items accurately, slight variations may occur.

Availability

All items on our website are subject to availability. For most of our items, you can still place an order even if they are currently out of stock (this is called a backorder). We will not apply any additional delivery charges for backorders. Backordered items will be delivered to you when they become available. Backordered items will not delay the delivery of any in-stock items in your order.

Cancellation

You are entitled to cancel your contract if you wish providing you act within 7 working days of receipt of the goods. You must contact us by sending an email to us sales@willowandme.co.uk If your order has already been despatched please follow our returns information. Please note your right to return products does not apply to personalised items or those made to your specifications. These may only be returned if they are faulty.

Returns & Exchanges

We hope that you are delighted with everything you purchase from us, but we also recognise that there will be times you need to return items. You can return items, for a refund or replacement, for any reason, within 14 working days of receipt, excluding weekends and Bank Holidays after notifying us at sales@willowandme.co.uk . This excludes personalised products and self assembly items which have been assembled or part-assembled, unless they are damaged or faulty. Please note, items must be returned, unused and in their original packaging. Willowandme.co.uk advise you to return items using a proof of postage or recorded delivery service. We regret that we are unable to refund any return carriage costs and that you are responsible for the cost incurred in returning unwanted items to us. Your statutory rights are not affected. Simply email us on sales@willowandme.co.uk- letting us know about the goods you need to return.We will advise you of the process to follow.

Faulty & Damaged Goods

If the product you have purchased from us is found to be damaged or faulty upon receipt, please notify us within 7 working days (not including weekends and Bank Holidays, commencing on day after the delivery) by email on sales@willowandme.co.uk. Our sales team will arrange with you it's return and either refund or replacement (subject to availability). When this is the case, the cost of returning the item will be refunded upon receipt as long as this is within 30 days of you having received the goods.

Refunds

Where a refund has been agreed between the consumer and Willow and Me, it shall be credited as soon as possible once we have receipt of returned items, and within 30 days at most. Refunds shall be credited by same payment method as was used by the consumer when purchasing items that have been returned.

Where We Deliver
We currently only deliver within the UK mainland. We regret we are currently unable to accept overseas orders.

Delivery Times

We aim to deliver in stock items within 3-5 working days, via My Hermes or First Class, via Royal Mail. All our Hibou Home Wallpaper and high value items will require a signature upon delivery. If you are not around they will leave a card with a telephone number on for you to call and rearrange delivery. 

Delivery Costs

We offer free delivery across all our items for delivery in the UK.

Lost Parcels

If a parcel has deemed to be lost, we will send you a replacement, subject to availability. We do however, ask you to have to wait 15 working days after dispatch before we will consider the item as lost.