Shipping & Returns
Once your order is received, we aim to pack and send within 24hrs. (This only applies to weekdays, any orders placed at the weekend, will be dispatched Monday)
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We use Royal Mail tracked services.
Please note that although these services state 24 or 48hrs, this does not guarantee it will be delivered in this time frame. This is the service we pay for, which is the same as charge shown at checkout.
It can take up to 3 business days for 24hr tracked and 5 business days for 48hr tracked.
At peak times e.g. Christmas, Easter etc we ask you to allow 7 -10 days, due to the extra volume Royal Mail will be contending with.
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We send fragile items in protective packaging. If for any reason your item arrives damaged, please take photos and email us immediately upon receipt of the damaged item. hello@willowspanty.co.uk
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As per our Terms & Conditions, you MUST notify us if you do not receive your order within 7 working days.
This is to enable us to follow up with Royal Mail and allow them to investigate within a timely manner. If you fail to notify us within this time frame we cannot be held liable for any missing orders. We will not be able to refund or replace the items purchased if proof of delivery has been provided. This can be to a safe place, neighbour or handed to you. We will of course still investigate any missing parcels after this time and endeavour to track it down. If fault is found with Royal Mail we will refund.
Return & Exchange Policy
To request a refund or exchange please contact us, with your proof of purchase and your reason for return at hello@willowspantry.co.uk
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We will only accept returns within 30 days of purchase, in an unused and undamaged condition, in it's orginal packaging
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Shipping returns
You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the orignal shipping will be deducted from your order total.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item and can only consider refunds once the item is received.
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Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed to the original payment method used. We are not responsible for the time it takes for your bank/or online payment provider to process the refund. In general it can take between 1-14 days
If you do not receive a refund within 14 days of us confirming a refund will be processed, please follow up with your payment provider first. If they still have no record of the refund please get in touch. hello@willowspanty.co.uk