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Delivery & Returns

Delivery FAQs

 

How much is delivery?:
£5 is the standard DPD delivery charge to most parts of mainland UK.

 

How long will it take to dispatch my order?
Please allow 3-5 working days for dispatch of UK orders. If you need an item urgently, we have stockists that offer a fast delivery service: Chris & Sons, Aston & Fincher, Salons Direct and Ellisons offer next day mainland UK delivery. International orders will take longer, depending on your location, please allow extra time.

 

My item is out of stock, do you have other stockists?
Yes! Willow is also available at:
Aston & Fincher
Chris & Sons
Ellisons
Salons Direct

 

Do you deliver internationally?
Yes! Delivery costs will be displayed at the checkout stage and are based on the weight of the items in your order. Delivery will take approximately 15 working days, and can take more depending on your local carrier. 

 

Are customs charges applied to international orders?
Yes - you will not be charged UK VAT at checkout. Instead, you will be charged the local customs duty in your country of residence. This is calculated and collected locally and not by Willow. Customs duty will be applied orders placed from the Republic of Ireland and will need to be paid before delivery is made.

 

How much does delivery cost?
UK mainland delivery costs £5 for DPD tracked delivery and for the Republic of Ireland delivery costs £8. International delivery will be based on the size of your order and fees will be displayed at checkout.

 

Do you charge VAT?
UK orders will be subject to VAT at checkout. International deliveries, including Republic of Ireland, will be subject to 0% VAT at checkout and you will be charged local rates by customs in your area. 

 

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.

To start a return, you must contact us at sally@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 sally@willowacademy.com.


Damages and issues
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 15 business days have passed since we’ve approved your return, please contact us at sally@willowacademy.com.


Unfortunately, we cannot accept returns on gift cards.