Delivery & Returns information
How much is delivery?:
We offer different types of UK delivery:
- Royal Mail 2-3 working days at £3.99
- Royal Mail 1-2 working days at £4.99
- Free Royal Mail 2-3 working days for orders over £100 to UK mainland (exclude Willow Pro Extract)
- A large item delivery charge of £10 applies to the Willow Pro Extract
Please note that you will need to place your order by 1pm Monday - Thursday for same day dispatch.
International Delivery is based on the size of your order and your country of residence and will be shown at checkout.
How long will it take to dispatch my order?
Orders placed by 12pm will usually be dispatched the same day Monday-Thursday. Orders placed after 12pm will be dispatched the following working day. Please allow for extra time for dispatching your order in busy times such as sales and public holidays.
I forgot an item can I change or cancel my order?
Due to the efficiency of our packing system, no changes can be made to the contents of your order after it is placed and it's not possible to cancel orders once you have ordered. It may be possible to change the shipping address if changes are made quickly, please contact us for more information.
Do you deliver internationally?
Most items are available for delivery to the EU, US, Canada, Australia and New Zealand. Please email hello@willowacademy.com for more information. However, there are some items that we cannot deliver internationally including:
- Ultra Cleanse
- Ultra Cleanse 2.0
- Ultra Cleanse Solution
- Spray & Go! 250ml
- Disposable Manicure & Pedicure Mats
- Willow Pro Extract
International Customs
For customers ordering from the USA and the EU, your order total will include all import duties, so you will not be charged any extra fees on delivery. Orders from all other countries will be subject to local customs fees.
Do you charge VAT?
UK orders will be subject to VAT at checkout.
Returns Policy
We have a 14-day return policy for online sales, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unwrapped or unused and in its original packaging. You’ll also need to send your order number. If your item is faulty, Willow Academy will pay delivery costs of the return, you will need to pay for the return in all other circumstances.
To start a return, you must contact us at hello@willowacademy.com to request a return. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at hello@willowacademy.com.
Damaged goods and issues on delivery
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 days have passed since we’ve approved your return, we will not be able to process your return. We cannot accept returns for Gift Cards.